All projects are unique and require different approaches to ensure stakeholder needs are met and successful outcomes are reached. Samples from my XD work are below.
Creating a global Incident Management Experience
New employee onboarding experience inquiry
Design innovation for a next-gen Wireless Home Smart Hub
Description.
Today, many ecosystems and experiences are seamlessly blended. As part of driving convergence of technology platforms and devices at Verizon, I conceptualized an interaction model that would provide for a consistent user experience on any screen, display, or interactive information system. The design affords efficient, consistent, and customizable information access and organization independent of the platform. The framework can be delivered on a TV screen, any mobile device with a screen, a computer, virtual experience, or any other location where information can be acccessed and viewed. One information block affords access to two additional pieces of information through one interaction. Depending on the density of the display grid of the information blocks, information access exponentially increases via one interaction.
View patent US10007399B2 on Google Patents.
Part of evolving device requirements is to consider known friction points users have with technology. This conceptual algorithm was an exploration for automating the naming of a phone's mobile hotspot SSID.
This user experience enhancement provides value to the end user by presenting a customized Wi-Fi SSID when the mobile hotspot is turned on. The personalized SSID will assist users attempting to contect with the hotspot by quickly finding the easily recognizable broadcasted SSID. This speeds connectivity of other devices that typically display a cryptic listing of SSIDs broadcasted by unknown devices. This can be problematic in high-density areas of broadcast.
Co-author David Philbin
I utilize wireframe flows as a low fidelity way to communicate and capture both concept expolorations and evolving solution designs based on requirements. I utilize this technique during all stages of development; particularly, if alternative or new approaches need 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 User and System actions and the experience based on various system criteria. These flows can be created in a static system or developed in a tool like Figma where a design system is utilized and the work can quickly be tested with users as a prototype.
I also build my flows with various level instances of components to switch between a low fidelity look and a high fidelity system representation.
Designing solutions requires gathering stakeholder feedback throughout the developent process. I use a range of prototyping techniques to test ideas, requirements, and design approaches.
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 feeback at a given point in the development lifecycle to evole 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 with.
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.
For existing products, services, or solutions in development, I conduct reviews and experience audits - documenting my findings in a easy to follow framework that stakeholders can easily follow and 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 in an unambiguous way based on clear criteria and an up front understanding. 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 and also be easily integrated with DevOps or other tracking tools.
An executive summary and findings presentation typcially 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 retreivability.
I perform contextual inquiry and field research to uncover issues and needs that may not be 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 globaly 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 permissable, I will conduct these sessions in person using traditional methods or hybrid approaches that also leverage online collaborative tools. This techique 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-on 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 efficiences matter. For the target segment, reward is a delightful experience.
