Every project is unique and requires a different approach to meet stakeholder needs and achieve successful outcomes. The case studies provided are examples of my XD work.
Creating a global incident management experience
New employee onboarding experience inquiry
Design innovation for a next-gen wireless home smart hub
Design is often associated with wireframes, user interface mockups, and prototypes, it also encompasses deeply technical aspects of a solution. I work at various levels of fidelity while design problem-solving.
I conceptualize, document, and secure the intellectual property I create, especially when innovative thinking is involved.
This patented work was designed to offer a strategic and consistent user experience on any screen or interactive information system, allowing the user efficient and customizable access and organizational capability.
View patent US10007399B2 on Google Patents.
Part of evolving hardware UX requirements is considering users' known friction points with technology - discovered through research. I utilize technical abstract thinking to discuss design solution feasibility with cross-functional product stakeholders.
I create wireframe flows as a low-fidelity way to communicate and capture both concept explorations and evolving solution designs based on requirements. I utilize this technique throughout development; particularly, if alternative or new approaches need to be explored due to evolving requirements based on stakeholder feedback obtained during user testing.
I create service blueprints to provide a detailed visual map of a solution’s operational processes, touchpoints, and user interactions. By laying out the entire solution journey, these maps help identify pain points, inefficiencies, and opportunities for improvement from both the user’s and an organizational perspective. This holistic view is crucial for creating seamless and intuitive user experiences, ensuring that every aspect of the service is aligned with user needs and expectations along with providing value to other cross-functional project stakeholders.
I create UX flows that detail both the user experience and system actions based on conditional requirements. These flows can be presented statically or developed in a tool like Figma where an interactive design system is created or used, and the work can quickly be tested with users as a prototype.
I also build my design systems with various component instances to quickly switch between low-fidelity and highly polished system representations.
Designing solutions requires gathering stakeholder feedback throughout the development process. I use a range of prototyping techniques to test ideas, requirements, and design approaches.
The Fidelity of the prototypes can range from pencil sketches/printouts on paper to highly complex, realistic system simulations; All of which have a place in the development process.
I utilize any technique required to get the necessary feedback at a given point in the development lifecycle to evolve the project or aid in decision-making based on participant feedback. Figma/Sketch/Adobe XD, Miro/Mural/FigJam, HTML, PowerPoint, etc., are typical tools I use to build my prototypes.
Getting close to the problem and the people that will be impacted is critical in designing any experience. This is where applying the right research technique at the right time is necessary for project success.
I review existing products, services, and solutions in development. I document my findings in an easy-to-follow framework so that stakeholders can use the output of my work to make product decisions and enhancement roadmaps.
The framework I employ allows for easy filtering, quick access to examples, and a means of classifying the findings unambiguously based on clear criteria. The framework has been well received by the development teams I have worked with as it sets up traceability for issue prioritization and resolution. The documentation can also be easily integrated with DevOps or other tracking tools.
An executive summary and findings presentation typically accompanies a review or audit as a research package deliverable. I have created frameworks for linking to all project experience design deliverables for easy stakeholder access and retrievability.
I perform contextual inquiry and field research to uncover issues and needs that may not have surfaced otherwise. Performing this type of work can be crucial to achieving the best experience. Findings from this research approach can be the catalyst for creating new and innovative solutions. Workflow details and artifacts that are only apparent through observation or other empirical methods may be critical to reducing support costs or transforming an existing experience.
Technician identy concealed with DALL-E generated image.
Embracing the Design Thinking methodology as a collaborative solutioning approach requires the use of workshops. When working with globally distributed teams, a virtual and asynchronous approach is critical to advancing projects efficiently. I plan and moderate virtual sessions with stakeholders using tools like Miro, Mural, and Figjam.
When permissible, I will conduct these sessions in person using traditional methods or hybrid approaches that also leverage online collaborative tools. This technique can be applied to broader focus group inquiries as well.
I work directly with study participants and moderate sessions with them to better understand their needs. This one-on-one research approach allows me to identify usability issues, test new approaches during solutioning, and produce designs through participatory methods.
Depending on the project, I will draft the study guide or protocol and produce other support items or instruments necessary to acquire the data and insights that will advance the project.
Beyond data acquired during study sessions with target segments and users, tracking and measuring the impact of the experience design contribution is critical. Real value is delivered to all stakeholders when a human-centered approach is applied during solutioning. I track and measure value through quantifiable metrics and other techniques.
Conveying value to project stakeholders is important as it helps define future strategies and roadmaps. For the business, financial results and efficiencies matter. For the target segment, the reward is a delightful experience.
