UX EXCELLENCE
Here are a few examples of work that I did with clients to help them understand where they are, where they want to be, and how to get there.
OUT OF CHAOS COMES AN OPPORTUNITY FOR DESIGN
I helped my client, her peers, and her UXers align around how a flexible discovery process is a game-changer for teams, providing proprietary insights that lead to innovations and a design-led approach to solving their customer's problems.
PROBLEM/CHALLENGE
My client held a newly-formed VP of Design position in her design-light organization. She was growing her team while engendering her colleagues to the power of design, which they had previously given short shrift. The organization had a history of quality work and millions of existing users, but the pace of the decentralized international team was quickening. Their current way of working -- fighting to include scraps of discovery, limited validation, and inconsistent approach to discovery and design -- couldn't scale. They needed to understand their current state and figure out how to reasonably get to their desired way of working.
INDUSTRY
Technology
DURATION
6 months
TEAM
SVP of UX
Technical writer
Visual designers
Product designer
RESULT
We crafted a customized organizational-wide methodology to demystify discovery work, standardize the process, and level up the teams' UX capabilities. We developed a visual guide that breaks down each stage of the discovery process, including steps within each stage, common activities, helpful considerations, and additional resources for more information. We included influencers in the organization and flagged upcoming projects to leverage as quick wins and case studies to tout the benefits of the new discovery and design process.
A breakdown of key stages in their customized Discovery Process. A how-to for some and license for others.
TEACHING A CLIENT TO UX
It was a significant relationship win for the agency I worked for because the client viewed us as nimble and clever. The program still benefited from user research, customers saw their feedback implemented, and the client felt more connected to the product.
PROBLEM/CHALLENGE
Due to unforeseen budget concerns, our client needed to cut costs on a multi-year initiative to stand up a new customer portal. As I've often seen, leadership's first inclination was to discontinue usability tests. Citing the importance of validation, our small but mighty team offered to train the client team on the basics of planning, facilitating, and synthesizing ongoing usability tests.
INDUSTRY
Financial Services
DURATION
3 months
TEAM
Product Owner
UX Researcher
Four client team leads
RESULT
We turned a curious client with no previous research skills into a UX-minded group that knows how to turn user feedback into insights to improve the UX in each release. Our client's customers appreciated the chance to provide feedback, which increased their engagement in the cost-cutting portal that deepened their relationship with the brand.
A slide from the Validation Research curriculum we crafted and taught to our client.​​