Modesty is the best policy and good design is a team sport.
But, this is a portfolio. So, here's some of my recent work that I think really made a difference:
Voom iOS App
September 2018: What if you could do rideshare for helicopters?
Use the Voom app to easily book your flights between conveniently located helipads across the city. Fly to and from the airport in minutes for about $100.
I was the sole designer on the iOS app and did everything for UX/UI design to creating the marketing materials associated with the app launch and product page.
MINI Cooper Prototype
January 2016: What if your car could tell you what service it needed?
Every driver has tried to decipher dashboard hieroglyphics. At Pivotal Labs, we collaborated with BMW MINI Cooper's After Sales team to develop a prototype app that extracts maintenance information from onboard diagnostic computers and displays it directly to the driver. The app allows you to see what maintenance you need and book an appointment directly with an official MINI service center.
After 10 weeks of work, we built a functioning iOS app to be used by real customers in the UK for a pilot. I was the product manager/designer alongside Camila Diaz.
Deliver business value
Dealerships make their money through service not sales. Our goal was to drive more bookings to certified BMW and MINI service centers. The app will be piloted with real users for the next 6 months... standby for results.
We quickly defined personas and features as whole team using story mapping.
We frequently whiteboarded user journeys and interface challenges with the team of five developers.
We quickly mocked up changes that were driven by user research and drove those insights back into the product.
Does your MINI need maintenance?
Drivers can see what service is overdue or due soon. They can select multiple services and book directly into a MINI certified service centre.
Prototyping the journey
This is the Invision prototype that takes the user from first time setup through to booking their appointment. A functioning iOS app mirroring this journey was built in 10 weeks.
September-December 2015: What if you could apply for a mortgage all online and it wasn't miserable?
In the retail banking sector, mortgages are the most complicated product and the most regulated. The challenge Santander brought to Pivotal Labs was to create a new channel to apply for a mortgage and get an instant decision within the corporate brand, risk and compliance requirements... and deliver it faster than any software product in their portfolio to date.
Getting a mortgage has hundreds of questions and multiple steps. We created a clean form and navigation structure to streamline the customer experience. The Santander and Pivotal Labs team pulled together into one and the product is live serving real customers today. I was the lead product designer alongside Samantha Yuan.
A whiteboarding session with engineers ensures their ideas are incorporated early on in product design.
Low-fidelity sketches help us develop complex and interwoven user journeys based on a wide variety of personal circumstances of mortgage applicants.
Using scenario cards, paper and digital prototypes we continuously validate design with real customers.
One of our insights was that people want reassurance on a successful mortgage decision as they progress through an application. Many banks today expect applicants to fill out hundreds of questions only to find out they aren't eligible for a mortgage. We wanted to do the opposite and let people know as soon as possible the likelihood of their success by front loading killer questions and offering in-line alerts. We believe a QUICK no is the most respectful and second best answer we can give applicants.
Sales Performance Dashboard
January 2017 - At Pivotal Labs London, our client for this dashboard is a major commercial bank looking to create a new lightweight software tool to equip sales teams for higher productivity and performance.
Within three weeks, we were able to release simple data visualizations that compared actual transactions against an individual's revenue targets in real time. This had never been possible before.
I continued to work as the product designer responsible for all user research, UX & UI design and front-end frameworks. The tool is live within the commercial bank scaling across global sales teams.
Simple data visualization & component-based UI
We worked within the confines of an existing front-end framework with graphs and charts that allowed us to build more quickly. We themed it with corporate colors and fonts and developed a logo to still make it feel like part of the company's suite of tools.
A dark UI
Our users have multiple monitors on the trading floor and operate in variable light conditions as they're 24 hours. The dark UI offered the least strain and visually aligned with the other products and services they have open continuously.
Design and engineering pairing
Keeping user needs in focus
Continuous user research is key to making complex data as simple as possible. Everything should be iterated through user feedback even a basic line chart.
Sketching ideas for some lightweight branding elements to give the tool its own identity within the sales ecosystem of apps.
We did all of our wireframes collaboratively with product managers, sales people, and engineers. After the whiteboard wireframes, I jumped straight into high-fidelity mockups because we had developed a front-end framework that allowed us to skip medium-fidelity digital prototypes.
I lead the team through user research with bankers to rapidly iterate the mockups and prototypes ahead of development. We setup a weekly testing cycle so that we were meeting with users in a predictable and regular way.
Quick user research iterations
Taking notes directly from user feedback sessions to iterate the design as quickly as possible. Rapid agile cycles!
Ambitious about Autism
2015: I was the creative lead for the complete redesign of the online properties of Ambitious about Autism with the goal of making the startup charity the number one destination for information related to autism and young people. The work included UX and content strategy, user research, information architecture, wireframing, prototyping and visual design.
We built an interdisciplinary team from across the organization and brought them on a co-design journey with their users: young people on the spectrum and their families.
This site map was collaboratively developed with stakeholders and represents the family of digital properties included in the redesign. This included a forum, sub-brand for young people on the spectrum called MyVoice and a growing number of affiliated schools.
Educational content about autism forms the core of the website. The tiled design of articles encourages continuous browsing. The average time spent in this section is 7 mins per visit proving the design to be very sticky with its audience.
2015 UXUK Awards
We were shortlisted for a UXUK award in the education category.
UK Labour Party Digital
2014-15: I was the creative lead and principal UX designer on Blue State Digital's engagement with the UK Labour Party. The anchor of the experience is the newly relaunched Labour.org.uk.
Fully responsive site with navigation and menus designed mobile-first
The modular design of the site emphasises action modules, which allow all content from blog posts to policy statements to drive users to the Party's core actions: donate, volunteer and join.
The module design of the website is a system that was refined with the client in workshops such as this one with the Labour Party Digital Director.
Sketches for a more personalised experience of the party manifesto. Most voters are only interested in one or two issues in the manifesto. So, we designed a way for visitors to deep dive into the issues they care about, but still stay connected to the larger vision.
To an audience of hundreds of people, I'm speaking with Labour's Digital Director about how we designed a platform to scale exponentially with the election.
A slide from our presentation shows the growth trajectory we need the platform to deliver. The orange line is the exponential growth we need to see in relationships, message sharers, donations and volunteers.
Personalisation is Key to Scale
The platform is also designed to be increasingly personal as it scales.
I am the creative lead and principal designer for Labour.org.uk and other products that make up the platform.
I was the main source for an article featuring the work in Design Week.
Natural History Museum
2014-15: I was the creative lead and principal UX designer for the redesign of the Natural History Museum's ten year old website.
The new fully responsive web property for the world's greatest natural history museum.
We took a component-based approach to the site and our wireframes reflect some of the core reusable modules such as calendars.
Primary navigation was designed as a mega menu for wider desktop experiences.
Whiteboarding the mega menu with a multidisciplinary team.
User testing with both paper and interactive prototypes.
Observing users interacting with a prototype, including members from key marketing demographics.
Getting out of the office to do user testing in peoples' homes at their kitchen tables on their own devices.
November - December 2013: I was hired as a design innovation consultant to help an early stage social enterprise learn human-centred design and prototype new solutions for ordering from wholesalers. I worked with the product team in Mexico for six weeks and delivered a complete project from user research to prototyping to release.
The app is a point-of-sales system for small shops such as this one common in emerging market countries.
Our target audience is shopkeepers such as this man named Uriel. During user research, we asked him to pick one word that described working with wholesalers. He said dificil, which translates to "difficult." The aim of our project was to overhaul this process.
The app is currently being used by shopkeepers across Mexico and Colombia with new pilot markets in India and Ghana. Here, a shopkeeper manually enters receipts from wholesalers into the app, a task our project aimed to make redundant.
This is our competition: a simple accounting notebook. We worked with shopkeepers closely to study these hand written records to replicate and improve upon them in the point-of-sales system.
I taught the product team based in Mexico a human-centred design way of working. Here, we download all of our user research findings to compile insights to form the foundation of our new features.
As a design innovation consultant, I teach by doing and documenting how we're working to share with other teams based in Spain and Colombia.
We test a few prototypes at different fidelities with our shopkeepers. Some prototypes are clickable on a tablet, and others are paper prototypes. The key is to build the least possible to learn the most.
I design screens for a new ordering features are rolled out using an agile dev process in a matter of weeks. This is an automatic order put together based on sales records.
We use many Android default styles, designing the least possible to get the first release to market as quickly as possible. The TiendaTek app is available in the Google Play Market in Mexico, Colombia, Ghana and India.
Orange in Kenya
2013 - Mobile money in Kenya is a saturated market. We developed a new product for Orange and KCB, Kenya's largest Bank, that advances the field of mobile money beyond transacting, and even saving to financial planning. I worked as interaction designer, user researcher, workshop leader and rapid prototyper.
Collaborating with very different partners from French telco Orange to Kenya's largest bank KCB.
Workshopping with the many partners in San Francisco
And we go immediately in-context... I take some pictures during user research in an informal settlement in Nairobi.
One of our partners uses paper prototypes to test ideas with user.
We have friends teach each other our prototypes and record their conversations. Listening to someone else explain your concept is illuminating and capturing the right clip can say more to a client than hundreds of presentation slides.
During prototyping, a user works through a task list we improvised on note cards.
We propose innovating beyond mobile money and mobile savings to a new service market of mobile financial planning.
In the end, we come up with some concepts for mobile financial planning that works through USSD, SIM-card menu and feature phones that low-income Kenyans would have access to. No iPhones :)
2013 - IDEO.org partnered with the Rockefeller Foundation to understand the experiences of unemployed American youth and job seekers of all ages who had been out of work for 6 months or longer, as well as their potential employers. The design team's role was to illuminate key human stories, and insights and opportunity areas based on those stories. The final deliverable was two short films and presentations for the executive board of the Rockefeller Foundation. I contributed as a design researcher and I design directed the films.
Research into unemployment in the U.S. took place in Houston, LA and Cleveland (pictured here.)
Various human-centered design research methods were used including having participants sketch how they saw the job market.
The interim workshop with the Rockefeller Foundation is a participatory and transmedia experience. Together, the team hashes out the insights to develop further into a final deliverable for the executive board.
The human stories from our research participants were represented in the space through pictures with each one holding a sign naming the "one thing they hoped to get from work." Participant answers like "fulfillment" and the "401k" resonated with the Rockefeller Foundation staff in the room, building empathy amongst the group for the target population.
Filming begins... Here I am working with an actor to interpret transcripts from interviews in the research phase. Now, I take over as producer of the final pieces.
The first page of the final presentation puts people front and center.
The insights of the final presentation for how to overcome America's hiring impasse to benefit the long-term unemployed.
The final presentation on youth employment emphasizes skills and humanity over statistics and stereotypes.
For the Rockefeller Foundation, we screened the final films and presentations in the board room. This project was "design for decision making" that elevates human stories above all. A board decision to fund a comprehensive grant program is currently underway.
Peer Health Exchange
We worked with Peer Health Exchange (PHE) to redesign the volunteer experience for college students teaching health education in low-income public high schools.
PHE approached IDEO.org with this question: How might we reimagine the volunteering with the organization in order to improve the quality of health education for high school students? Over the course of a 12-week project, the IDEO.org team used human-centered design to identify insights about PHE volunteers and students which then informed the development of opportunities and concepts for PHE to implement in its volunteer program.