CASE STUDIES
Snapshot
Google Project Fi - Mobile Support
Company: Google
Project: Consumer Support Differentiators
Role: UX Lead
Methods: Analytical product design, usability testing, quantitative analysis, prototyping, decision making
Project fi is a program to deliver a fast easy wirekess experience in close partnership with leading carriers, hardware makers, and Google users. For my work on Project Fi, I recieved the Global Business Platinum Award and was recognized for strategic and long-term impact to the Google culture.
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Google Support - Mobile First Approach
Company: Google
Project: Consumer Help
Role: UX Lead
Methods: Responsive Design, Research Planning, HiFi, LoFi prototyping
Our users shifted to mobile in a big way, and we needed to pivot more sharply to focus on creating a great experience on phones and tablets especially in areas of support. Spearheaded mobile First initiative to think and build for an entirely mobile world y focusing on a seamless experience covering the most common use cases.
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Google Support - Consumer Operations
Company: Google
Project: Consumer Operations Audit and Guideline Design
Role: UX Program Manager
Methods: Personas and Scenario Development, Usability testing, Quantitative Analysis, Research Planning, HiFi, LoFi prototyping
Lead a 19 person working group to execute weekly lab-based UX studies on strategic projects in the US and Europe to test and improve various support and learning resources. I have helped push out a personalization help platform, advocated for user based product changes and tested and optimized help resources.
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IBM Interactive Brazil Cross Culture Site Design
Company: IBM Interactive
Project: Fast Shop Brazil Electronics Store Responsive design
Role: Senior Managing Consultant and Designer
Methods: Generalized transition network (GTN), personas and scenarios, comparative evaluation; heuristic evaluation, usability testing, launch
IBM Interactive Experience is an agency and consultancy, with the power to integrate the whole system. We worked on next-generation services, dedicated to creating transformative ideas that get our clients to the future first. We work in global studios and put our client's customers at the heart of everything we do. From strategy, creative and design to scalable digital, commerce, mobile and wearable platforms our agile teams sit side-by-side with our clients to invent and co-create innovations that drive results.
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Pfizer Medical Information Site Redesign
Company: Pfizer
Project: Pfizer medical information user centric website design
Role: UX Lead
Methods: comparitive analysis, wireframing, hifi prototyping, launch
Medical site for healthcare professionals to search for scientific info on Pfizer medications. The information within this site is intended to provide balanced, scientific, and evidence based answers to unsolicited medical questions. This resource includes package inserts, new resources, indications, contraindications, warnings, precautions, and adverse events. (hifi prototypes towards end of image gallary)
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Baxter International
Company: Baxter
Project: Visual Guide, UI and unified web portal software redesign
design
Role: UX Lead
Methods: Contextual inquiry, wireframing, hifi prototyping, user testing
Baxter offers a variety of products across modalities for patients with kidney disease as their clinical and lifestyle needs evolve. I was tasked with the design of Baxter's visual guide and redesign of Baxter's kidney dialysis software. Please request work samples.
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Time Warner Cable Web Optimization
Company: Time Warner Cable
Project: Customer care web optimization
Role: UX Lead
Methods: Contextual inquiry, wireframing, hifi prototyping, user testing
Time Warner Cable customer support online has 24/7 for help with billing issues, technical problems, frequently asked questions, how-to videos and troubleshooters. UX changes resulted in large and immediate impact on increasing conversions and generating more revenue.
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Cisco CRM
Company: Time Warner Cable
Project: Systems Customer relationship management (CRM)
Role: UX Lead
Methods: Contextual inquiry, wireframing, hifi prototyping, user testing
Cisco Unified CRM Connectors integrate third-party customer relationship management (CRM) applications with Cisco Unified Contact Center solutions. It's user interface deals with all customer interactions from interactive voice responses (IVR) to transferrs from the CRM screen. UX Changes resulted in saved costs, raise efficiency, and increase in revenue.
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Comcast Redesign Agent Tool
Company: Comcast
Project: Troubleshooting application front end
Role: UX Lead
Methods: wireframing, hifi prototyping, user testing
Comcast activity is logged for incoming and outgoing calls. Agents can place, receive, and transfer customer interactions with full, real-time access to customer data. UX changes helped save money, increasing revenue, improve monitoring, and enhance customer service.
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U.S. Department of Education Studentloans.gov redesign
Company: U.S. Department of Education site
Project: Studentloans.gov redesign
Role: UX Lead
Methods: wireframing, hifi prototyping, user testing
U.S. Department of Education site explaining how to view Federal student loan documents, entrance counseling and how to sign promissory notes. Includes getting answers to questions on private student loans, financial aid and the college loan process.
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Genkiji new Product development
Client: None, Team Built
Role: Researcher and Designer
Project: Genkiji
Methods: Analytical Product Design, Personas and Scenario Development, Usability testing, Quantitative Analysis, Business Plan Development, HiFi, LoFi prototyping, Decision Making
Our team designed and implemented a product that addressed a multidisciplinary perspective that included engineering, art, psychology, marketing, and economics. Using a decision-making framework, emphasis was placed on understanding basic quantitative methods employed by the different disciplines for making design decisions, building mathematical models, and accounting for interdisciplinary interactions throughout the design development process.
The Genkiji is a small, wearable device that tracks the day-to-day physical activity level of the user. Over the course of the day, the Genkiji has the full functionality of a wrist watch, with an additional feature: the face glows red in the morning and turns blue as the user moves around and engages in physical activity. An accelerometer tracks motion along the x-y axis, this data is interpreted to determine workout intensity. In fitness mode, the face will glow red until the user has completed a certain exercise. The software will suggest new fitness routines, and with an Internet connection the user can compare personal statistics with friends and family. Our team placed second inthe 2010 Design Expo Contest.
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NanoHub Cardsort Menu Design
Client: nanoHub-simulation, education, and ecommunity for nanotechnology
Project: Team Dramblys
Client: None, Team Built
Role: Researcher and Designer
Methods: Analytical Product Design, Personas and Scenario Development, Usability testing, Quantitative Analysis, Business Plan Development, HiFi, LoFi prototyping, Decision Making
Methods: Generalized transition network (GTN), personas and scenarios, comparative evaluation; heuristic evaluation, survey, usability testing, vocabulary/visual analysis
The focus of this course was to engage in a series of methods to comprehensively evaluate usability, functionality, and aesthetics within a system. We explored these approaches, and produce deliverables for the nanoHub interactive system. Administering a usability test, we were able to identify first-time nanoHUB users' characacteristics and system use, with particular attention to preferred navigation methods. Our primary findings and recommendations were presented to the client at the end of the semester related to improving the site's architecture, employing more user testing before implementing functionality to the site, revising the site's visual design, and streamlining the site's content.
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Intel Computer Clubhouse Village eCommunity
Client: Intel Computer Clubhouse eCommunity
Project Team: Self
Role: Researcher and Designer
Methods: Research, Social science theories
The online interaction environment of the Intel Computer Clubhouse Village eCommunity is analyzed in order improve and sustain interactions over time. By connecting social science theories with the goals of the online community, I developed a case study to support and refine the Village's personal design claims and goals. I also documented social and technical features while assessing their impact on these various design goals.
Two main treads were reviewed. One tread was concerned with the practical issues of design and use of online tools to support the community, and how choices that must be made in design can impact the function and style of the resulting community. The second thread focused on the sociological theory that provide a frame to better understand communities in general. These theoretical pieces provided a lens for better understanding the implications of choices made on the more practical level within the Village. This particular eCommunity is held together by a common identity, a collective purpose, and by the individual utility gained from the interrelations.
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Drupal Recommender System Development
Client: Drupal Open Source Content Management System
Project Team: Daniel Zhou, PhD candidate, Paul Resnik, Professor, and self
Role: Researcher and Designer
Methods: Conversation Pivots, Double Pivots, Precision and Recall, Recommendation Systems, Reputation Systems, Search Engine Optimization
Drupal is a free open source content management system written in PHP. It offers a way for a large number of people to manage, edit, and store website content with ease. Drupal also has an eCommunity that develops and provides advice, documents, downloads and modules. Our goal was to find links between items and forums within instances of pivots which are general classes of navigation aids. We tracked and compared the tags and alias of frequently named modules included in the Drupal online forums through human editing. When user-contributed data from forum discussions were collected, we analyzed irregularities in patterns of reference and tested several algorithms. By using automatic mining of conversation in forum data, we planned to produce better indexes for their search engine.
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Mood Index of Leading Online Sociability Indicators
Client: Mood Index of Online Sociability Indicators
Project Team: S1 730 Doctoral Class
Role: Researcher and Designer
Methods: Classifier, Machine Learning, Quantitative Analysis
The internet serves not only as a vast source of information, but also as a powerful mechanism for connecting people and creating communities, through mechanisms that range from formal (e.g., collaboratories) to semiformal (e.g., social networking sites) to informal (e.g., viral advertising). During this doctoral seminar, our team developed metrics for a mood classifier. Our goal was to prove that mood has social connectivity on the internet that could be computed regularly-and hence, at least semi-automatically-and distributed widely. By collecting vast amounts of Twitter and Facebook feed, we were successful in classifying several types of moods, like sarcasm and sadness.
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Fetch Dalton - The Lab Recipe Organizer
Client: Webber Innovations
Project Team: Good Measure
Role: Researcher and Designer
Methods: Contextual Inquiry, Software Design, Prototyping, Usability Testing, Survey Design and
Implementation, Heuristic Evaluation, Ethnographic Interviewing
Currently, bench level researchers do not have access to a well-implemented set of software tools to aid them in the nitty-gritty details of their most repetitive and accuracy-dependent tasks. No one has tackled the challenge of laboratory research knowledge management and experiment development…until now. For this project, I dug deep into the culture of chemistry and medical academic research labs and worked with my 4-student team to create several lo-fi and hi-fi prototypes that address the common issues facing researchers today. As a result we developed a recipe builder beta prototype for what is now known as Fetch Dalton. Fetch Dalton is a user-centric web application to help reduce risk and repetition in the lab, while improving knowledge retention. The cost is paid by advertisers, and if we have done our jobs right, the ads you see will be for products you want for your research.
View our website.
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Herman Miller Site Architecture Redesign
Client: Herman Miller
Project Team: SI 658 Team PolarBear
Role: Researcher and Designer
Methods: Information Architecture, Generalized transition network (GTN), Personas and Scenarios, Contextual Inquiry, Prototyping, Process Modeling
Herman Miller is a popular designer and manufacturer of furniture systems and ergonomic products. Through research, our team created a report and implemented an information architecture strategy for the Herman Miller website. By creating personas and scenarios, we were able to brainstorm design solutions and create conceptual models and wireframes to communicate our ideas and optimize the site. In addition to contributing to all aspects of this project, I was responsible for developing our strategy and wireframes for the Herman Miller home and business section.
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Intel Customer Support Site Evaluation
Client: Intel Customer Support’s (ICS)
Project Team: Self
Role: Researcher and Designer
Methods: Contextual Inquiry, Process Modeling, Ethnographic Interviewing, Interpretation Sessions, Personas and Scenario Development, Quantitative Analysis, Data Manipulation
For this project, I researched Intel Customer Support’s (ICS) in order to propose and implement a customer persona segmentation analytics process for their website. I defined appropriate customer segmentations and reported customer metrics through use of personas. Based on the persona work, I was able to make suggestions on how to deflect end-users to their place of purchase or the ICS website.
Additionally I researched world-wide ICS contact center issue resolution results and identify top improvement opportunities. Particular focus was on determining if repeat contacts could be reduced by providing more proactive information during first contact. In this process I developed a project plan for addressing top improvement opportunity and analyzed intel.com feedback options globally and in localized languages.
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