UX Design

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User experience (UX) is paramount to the digital design process—evaluating and architecting the usability of products, applications, and websites before visual design helps to alleviate customer frustration. Whether it’s assessing the flow of a checkout process, improving site navigation, or creating an informative FAQ page, I’ve had the opportunity to improve end-user outcomes for several notable companies, below is a look at some of that work:

Waste Transformation

Designing a new site experience for one of the largest waste management and disposal companies in the US

In assisting the iCrossing team with redesigning a major waste management company website as a UX Designer, I was charged with creating new features and functionality. The redesign would define an unconventional consumer experience, re-imagining the way consumers typically browse, sign up for and manage trash services.

Content inventory

UX Workshop

The primary goal of the site redesign was to reduce the amount of daily customer service calls (upwards of thousands a day) and develop a site where users could be self-sufficient. The team took a look at the site content, identifying (with the client’s help) what’s useful and documenting new features and content items.

defining the structure

Wireframing

The next step was to create wireframes that incorporated the new features and improved functionality to test the usability of the pages. I was assigned the Category page, Checkout Process, Product Comparison functionality, and Support pages for each of the target audiences.

Feedback

User Testing with Validately

The wireframes were then turned into an interactive prototype, that I created in Axure–a mobile prototype was tested as well. The testing participants (including current customers) where guided through a moderated test plan using Validately.

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Design Comps + Testing

Visual design feedback

Taking the findings from the Validately testing, the creative team designed comps that I turned into clickable prototypes to test the effectiveness of the visual design. The findings would be incorporated into more iterations. I also helped to author the functional specifications.

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Wireframes

Desktop and mobile wireframe of residential waste pickup landing page

Desktop and mobile wireframe of delivery setup flow

Desktop and mobile wireframe of support landing page

View Desktop Wireframes

View mobile Wireframes

User Testing Prototype

Screen grab of desktop comps featuring a republic services truck around town

view desktop protoype

Pages from Functional Specs

Making enterprise platforms user friendly

Evaluating and improving the usability of enterprise software for HR professionals

Working with the global technology team at Accenture as a UX Designer, I was charged with evaluating the usability of a self-service Human Resources portal that was built on the ServiceNow platform. While the current platform is functional, it’s not intuitive. After the evaluation, I created an interactive prototype and authored a document of tactical recommendations that the engineering team could leverage to improve the overall experience.

See project

Evaluation

Identifying usability pitfalls in the enterprise system

Step 1: Evaluation
I began by evaluating the ServiceNow platform, looking at the user flow and documenting functional impediments.

Step 2: Usability Scorecard
The impediments were evaluated against heuristics, then ranked by severity using a color coded usability scorecard.

Recommendations

Transforming UX pitfalls into tangible design solutions

Step 3: Design Recommendations
Having completed the evaluation, I put together design recommendations and mid-fidelity wireframes to help the client focus on the most critical/severe usability concerns: navigation (labels and wayfinding), functionality, (page load and interactive elements) content presentation (visibility, labeling/grouping, sorting/filtering and hierarchy) and visual presentation (look and feel).

User testing

Integrating actionable
user data

Step 4: Functional Prototype
Based on the design recommendations from Step 3, I then used Axure to create an interactive prototype, to which, internal stakeholders would use to test my assumptions. Survey Monkey surveys and an Optimal Sort card exercise were used as unmoderated testing to gather the feedback. Wireframes were then updated with the findings that were uncovered in the testing.

UX deliverables

Wireframe of interface with HR related content

Connecting the drive

Defining a content strategy to boost mobile app adoption

As a UX consultant, I assisted the BMW Technology Group with strategic planning around machine learning and personal mobility, introducing a content strategy to improve the functionality and overall user experience for the ConnectedDrive App.

See project

Main screen Strategy

Setting the baseline

I began the exercise by taking a look at the main screens of the BMW Connected Drive app to gain a better understanding of their respective utility and to identify redundancies and opportunities.

Content Strategy

Defining where/how content lives

I then performed a high-level content audit and assigned each piece of content to a specific function. This categorization would explicitly determine where content items are housed and how they’re displayed.

Card Rules

What merits a content card

Helping the team to curb their propensity of card overuse, I established parameters that enable purposeful and judicious application, thereby freeing up valuable screen space and solving a constant product team conundrum.

Card content Strategy

Determining how content works

Having laid out the organizational framework, I put together a content strategy that sorts card content into (4) distinct categories; detailing variants, proposed locations, interactions, and functional behaviors.

Wireframes

Bringing it all together

Finally, I applied this new strategy to the existing app content and created wireframes to show proposed enhancements. These changes would help improve the user experience and guide the visual design.

UX deliverables

Whiteboard Brainstorm

Low fidelity wireframe of main screen content

Main screen strategy

User Journey

Card content strategy

Wireframe of device communication system

Communications system

Functional specs

Simplifying the complex

Designing a new and improved site experience for one of the largest healthcare insurance providers

In assisting the iCrossing team with retooling the Blue Cross Blue Shield AskBlue website, I was charged with designing the user interface. The new UI is a content-driven, modular framework that adapts to two specific audience types/needs: under 65 & 65+ medicare. By presenting relevant content in this modular format, at key decision points along the user’s journey, some of the guesswork is subsequently taken out of the process, making enrollment in a health plan easier, thereby accelerating conversion–the primary goal.

See deliverables

Content Matrix

Recommendations around content

Using the content audit and logic flow from the strategy team, I helped to author a matrix that defined the desired outcome of each module interaction and what UI components would be used to create them.

module rules

Defining module functionality

The team then determined what the functionality of each module would be (and any associated rules). The goal was to create a consistent experience, while enabling some flexibility in the design.

module library

A mobile first design system

Having established the functionality, I then designed a library of UI elements (based on the client’s brand guide) that would be leveraged as building blocks to use across the responsive framework.

visual Design

Putting it all together

I then designed page templates leveraging the UI elements within the design system. These elements were applied uniformly throughout the site for consistency and to increase user cognition.

UI GUIde

Documenting UI Specs

Finally, I created a detailed specifications document for the engineering team; outlining key interface components that would help to guide them during the development process.

Content modules and page comps

Content inventory

UX Workshop

defining the structure

Wireframing

Feedback

User Testing with Validately

Design Comps + Testing

Visual design feedback

Evaluation

Identifying usability pitfalls in the enterprise system

Recommendations

Transforming UX pitfalls into tangible design solutions

User testing

Integrating actionableuser data

Main screen Strategy

Setting the baseline

Content Strategy

Defining where/how content lives

Card Rules

What merits a content card

Card content Strategy

Determining how content works

Wireframes

Bringing it all together

Content Matrix

Recommendations around content

module rules

Defining module functionality

module library

A mobile first design system

visual Design

Putting it all together

UI GUIde

Documenting UI Specs

Integrating actionable
user data