User Experience (UX) Design

 

User Experience (UX) is the entire collection of experiences a user or customer expects before using and perceives while using your product or service. Your business is a complex system of interactions, but your customers only see a small portion. Employees are often too knowledgeable about the business to see how difficult a task is to a customer. User Experience is the act of empathizing with customers to understand their expectations and meet them.

That advertisement your customer responds to, that's UX. The email onboarding they receive, that's UX too. Most businesses are too short-sited with what they consider to be the User Experience. Your business must consider the User Experience with every touchpoint your customer encounters. 

The user experience requires a holistic approach to intentionally design products and services that provide a positive experience for your customers. While you can't intentionally design everything, you should understand where an excellent experience can have the highest potential return on investment.

Customer-centered Approach

Customers do not measure their success by your projects being on time and on budget, so why are you?

People buy products and services that provide a way to make progress in an area of their lives they currently struggle with. Your customer's struggle causes them to look for a solution that gets the job done. However, customer needs shift, and expectations grow over the years as they continue to strive to make progress. It's never been more important to learn and understand your customer's needs and then design your products to meet them. Your competition knows it, and your customers now expect it. 

I will partner with you to design meaningful solutions that allow your customers to achieve their desired progress.

 

User Experience Design Services

  • Evaluate Your Existing Products

    • Heuristic Evaluation

    • Competitive Analysis

    • Usability Studies

    • Systems Map

    • Optimization

  • Discovery & User Research

    • User Interviews

    • Non-directed Interviews

    • In-depth Interviews

    • Jobs to be Done Interviews

    • Contextual Inquiry

  • Prototyping & Experience Mapping

    • Axure Clickable Prototype

    • Paper Prototype

    • Collaborative Design Studio

    • Experience Mapping

      • Journey Map

      • Story Map

      • Service Design

      • Job Map

    • User Flows

  • Collaboration & Facilitation

    • Design Sprints

    • Design Studios

    • Sketch Sessions

    • Ideation Sessions

    • Strategy Sessions

    • Co-creation Sessions

    • Design Thinking Process Facilitation

 

Design Case Study

Journey-Map.jpg

Collaborative Design

For this project, I was the UX design lead for redesigning My Health Plan, Medical Mutual's claims servicing web application.

I believed collaboration was essential to the success of this project. So I convinced the project sponsors, the VP of Customer Experience and Product Manager, to deviate from Medical Mutual's traditional product development process by allowing me to organize a cross-functional team that explored ideas and validated concepts with users before development.

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