people first design
user needs direct all design decisions.
research, curiosity, and contextual inquiry lead the way.
stakeholder and user interviews deepen knowledge of problems users want to solve.
business analysis aligns customer and business needs.
key insights are defined.
synthesis creates deep understanding and prioritizes what matters.
storytelling presents a compelling reason for change.
empathy is employed throughout.
design studio workshops for quick ideation.
rapid prototyping brings assumptions to life.
testing brings real world evaluation.
feedback synthesis brings refinement and improvement.
customer personas represent the users during design + build.
human-centered design teams maximize product simplicity, ease, and delight.
journey and mind maps illustrate key touch points, user stories and moments of truth.
decisions are evidence-based for accuracy, speed, and efficiency.
experiences and outcomes are improved.
this is people-first design.
what is a future state experience lab?
i created this multi-step process to enable all stakeholders to envision the target state ecosystem. in this way, teams are able to effectively plan, design, validate and implement great experience outcomes. designing into the future in an orchestrated, holistic, cross-functional effort. in this way, insights are able to be effectively actioned and brought into the real world. this methodology makes teams more successful during implementation and delivery.
product-driven companies sometimes struggle with experience design innovation. internal resources may focus on delivering products, while experience and service design, far less tangible, are not always intentionally designed. teams face competing missions and priorities, cross functional projects can lose momentum if the process is not effectively managed.
to help teams navigate to the future state, even before the hardware technology and capabilities arrive, i saw a need to create a framework for envisioning the future and the ability to meet users evolving (future) expectations with new product deliveries. outcome driven innovation.
a compelling story for change
where are is the friction
technology innovation brings with it change management and new experiences to design. xlab starts with a compelling story for change. insights based on user needs and evolving expectations, new technology, a new product implementation, behavior changes, friction for customers or employees, an organizational challenge, a reason to operate differently in the future. create beautiful visualizations to motivate and inspire teams.
step 1: bring teams together and share the story.
peer to peer support
cross functional alignment
change is hard for organizations and customers. create a framework within the organization for cross-functional peer to peer support to manage through the process. use stakeholder mapping, set clear expectations, create shared goals, expected outcomes. create visualizations, map the ecosystem to understand upstream and downstream impacts, co-design and set realistic milestones and timelines.
step 2: create a framework for the project.
envision future state
direct observation workshops
hold a series of workshops. cross functional teams explore the functionality in a myriad of contexts. create imagined future journeys validated by product and delivery teams. run journeys through happy and dark paths with cross functional teams. through direct observation and extreme user research expose gaps. iterate.
step 3: predict user confusion and frustration to pre-solve prior to launch by testing.
pain relievers and gain accelerators
once you understand future pain points, co-design solutions. work with content teams test instructions, messaging, and to take your customers on a seamless journey from initial trial to habituation. workshop with messaging in place to make sure users are able find help in real time, rather than front-loaded.
step 4: pain relievers and gain accelerators to refine. test and iterate for a seamless experience and good outcomes.
co-create and collaborate
ideas become more powerful when built upon by others
jobs to be done framework
extreme user research
business model canvas
storytelling is an important part of research. in this phase teams present a compelling reason for change to inspire and motivate action and implementation success.
allow knowledge exchange. pose important questions.
solicit feedback from diverse groups. empathize with users. enable ecosystem thinking. bring ideas into the real world for testing and feedback.
innovation at speed and scale
a large financial institution was rolling out new authentication technology. by using a fin tech vendor with an aggressive testing schedule we were able to move from PoC to launch in only 9 months for 70 million customers. this required extensive research and design to understand user adoption, and ease of use, as well as sentiment and appetite for the new authentication methods.
designing the future state ecosystem
our research showed varying degrees of comfort with the technology and bias against change. due to the regulatory environment, communications on the enhanced security features of the new tech were closely monitored. this required change management both internally and externally. stakeholder alignment and communication required precision. deep understanding of adoption hurdles and customer context was key. extreme user research and direct observation was helpful to the team as we tested and iterated to understand the multiple new authentication types and retirement of outmoded or less secure methods happening simultaneously.
experience lab future state design
outcome: adoption rates beat expectations and resulted in reduced customer friction and increased loyalty among mobile banking customers. this in turn droves significant cost savings as call center use was reduced by easing the journey. content design was provided throughout the user flows rather than front-loaded as a result of user expectations and preferences.
service design lead
primary and secondary research, sme interviews, customer interviews, user testing, cross functional alignment, user flows, user behavior prototyping and testing, future state workshop design and facilitation, service blueprints. key insights presentation to 300 stakeholders.
san francisco, ca
IoT, wearables, service design
preventing accidents before they occur for the mining industry.
fatigue management solutions
a gold mine in argentina found 60% of accidents were caused by worker fatigue. the open pit site is located at 15,000 ft elevation: a low oxygen, high altitude environment that affects worker health, safety, and productivity.
research to close the empathy gap
we learned about mining operations and culture to design and implement a new system for fatigue management, using real-time health data.
we designed a choreographed alert system that was empathetic to workers and effective for medical staff and management, service design and IoT brought together to increase safety, empathy, health and wellbeing in dangerous conditions.
via wearable and smart phone alerts
miner sleep metrics and heart rate are now tracked with wearables. smart watch, mobile, and dashboard alerts are automatically triggered if worker fatigue thresholds are reached, before a shift begins and as shifts continue.
workers, supervisors, and medical staff are alerted. workers are given the opportunity to sleep or assigned less dangerous tasks so that they can continue to contribute and earn.
workers become partners in health + safety
our research showed an empathy gap between miners and management, as well as a strong mining culture and values. we recommended a mobile data tracker for miners to monitor and manage their own health data in real-time on their smartphones. miners are provided training in healthy habits and sleep, enabling a healthy habit partnership with their employer.
lead product designer
acquired by ability wearables
innovation and transformation
customer first transformation
this connected planning company was looking to propel itself to high growth targets. in order to achieve this, a customer-centric mindset is the first goal for employees across the globe. 10 steps to creating a customer first DNA blog post.
with multi-dimensional planning capabilities this complex platform requires change management is to implement and adopt the platform.
continuous improvement and innovation
this can be challenging for customers, requiring is a laser-focus on continuous improvement of customer outcomes. deep customer listening drives the insights for improvements in service delivery and innovation. launched customer research and insights program. launched customer experience center.
research to insights to implementation