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 of findings creates deep understanding.
customer personas represent the users during design + build.
journey and mind maps illustrate key touch points, user stories and moments of truth.
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.
human-centered design teams maximize product simplicity, ease, and delight.
decisions are evidence-based for accuracy, speed, and efficiency.
experiences and outcomes are improved.
this is people-first design.
co-create and collaborate
ideas become more powerful when built upon by others
extreme user research
business model canvas
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 a robust calculation engine and multi-dimensional planning capabilities this is complex platform and some degree of change management is required 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.
cultural development + values
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.
designing the future state ecosystem
implementation 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.
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.
service design lead
san francisco, ca
future state xlab methodology
what is the future experience lab methodology?
this multi-step process enables all stakeholders to envision the target state ecosystem to effectively plan, design, validate and implement great experience outcomes. designing into the future.
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 intentionally designed.
to help teams navigate to the future state before the technology and capabilites arrive, there was a need to create a framework for envisioning the future and meet users evolving future expectations, i designed and implemented the future state experience lab methodology to improve outcomes with 4 key elements.
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: a new product implementation, a necessity for behavior change, friction for customers or employees, an organizational challenge, a reason to operate differently in the future.
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.co-design and set realistic milestones and timeline.
step 2: create a framework for the project.
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 functions. 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. hold a workshop with messaging in place to make sure users are able find help in real time, rather than simply front-loaded.
step 4: pain relievers and gain accelerators to refine. test and iterate for a seamless experience.
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.
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.
workers become partners in health + safety
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
ux for a.i.
stealth ai project, smart website for an online library of digital content, show c-level executives what is available and provide visual of books, ability to create custom book lists, personal library, wish lists, save for later, history, favorite books, authors, subjects.
key features: infinite scroll, single call to action, search by title, author, subject, isbn. conversational tone, browsing feature, sliding tools follow browse, binary fiction/nonfiction multiple categories, preferences, history, and exclusions to aid search optimization.
translucent book information window animates over homepage on book click, book details, another click takes you to ebook or synopsis, sliding toolbar stays with you to jump to search, settings, or book lists.
clear call to action
cover art remains as you read details and synopsis of books for constant visual reference. call to action is clear, and draws attention.