In this project we sought to understand and improve the user experience for claims adjusters, processors, and managers. We utilized process maps to help describe the current user experience and flow of information, as well as to show opportunities for improvement within the system. I worked as part of a four person team at Insitum, an international innovation consulting firm. We also had one person from the client dedicated to the team. User Research – The project started with understanding the current user experience through user and stakeholder interviews and observations. Process Mapping – We then analyzed the data to define the flows of information between people and systems. Opportunity Identification – From the process map we were able to identify several immediately implementable opportunities for improvement throughout the system. Workshop Facilitation - We planned and executed a three day co-creation workshop, bringing together three different teams across the company to collaboratively ideate and roadmap solutions to the problem. Communication - We developed a concept book and presentation to provide the client as an internal 'sales' tool to utilize as they seek funding for the resulting projects. Utilizing a user centered approach for this type of problem was a bit of an experiment for the client. They were very pleased with the results and are looking to have us coach them through parts of the next phase.
In this project we sought to understand and improve the customer support experience for several products offered by a large internet-based company. We utilized journey maps to help describe the current user experience, as well as to show opportunities for improvement of the products. I worked as part of a five person team at Insitum, an international innovation consulting firm. User Research - The project started with understanding the current user experience through interviews and participatory research activities. Experience Mapping - We then analyzed the data to find the different user modes and emotional drivers throughout the support journey. Opportunity Identification - From the journey maps we were able to identify several immediately implementable opportunities for improvement for each product. The client was very happy with the results and has decided to hang the journey maps in their office space as a reference and decorative piece.
As a design consultant many projects had graphic design components. Here are some samples of 2D design elements I have created. Logo Marks and other visual elements
BATHDAM a bath-time tool and toy by Playful Studios Smith's latest idea, a device called BathDam, recently earned an honorable mention in a nationwide housewares design contest. "It's unique for a children's bath toy because it does four things: It offers play value for the kid to play in the water; it protects the child, particularly from the faucet and a large amount of water; it helps clean the child through the toys that are built into it; and it conserves water because the entire bathtub doesn't need to be filled with water," says Vicki Matranga, design program coordinator for the International Housewares Association, the Chicago-based group that sponsors the annual IHA Student Design Competition. Made of injection-molded foam and dyed plastics, BathDam is designed to let parents partition off the back section of the tub, keeping kids ages 1 to 3 years old away from the spigot, where bumps to the head and burns from twisting the hot-water knob are more likely to occur. http://www.eastvalleytribune.com/get_out/article_63897f54-190e-5783-905f-b41c01c637ff.html http://tucsoncitizen.com/morgue/2008/07/22/91566-tub-safety-device-nets-award-for-asu-student/
SECRET PASSAGE WAYS engineered/manufactured for residential/commercial safety and entertainment by Creative Home Engineering As part of a team of mechanical engineers and industrial designers I experienced extreme problem solving as we designed and built custom secret passageways for residential and commercial use.
CRIB GRASS – Safe and stylish crib bumper concept by Boon Inc Individual plush grass blades with flexible spine. Collapse when stepped on. Spacing for breathability. Plush character set to match.
SCRUBBLE Interchangeable bath squirt toy set by Boon Inc For the love of scrub. Let them play in the dirt, then put them in the bath and toss in Scrubble. They'll think it's fun. Kids can fill each bulb with water, squeeze it out or slide it all around like a soapy loofa. And we gave this squirt toy two halves that unscrew. That means you can mix and match the colors.
CREATURES CUPS - Interchangeable bath toy cup set by Boon Inc Create any fish you wish. Surfs up in the bathtub! Fill them up. Pour them out. Watch the water trickle out the tiny holes on their sea creature heads. Mix and match their parts to create new underwater species. Bonus: They're soft and flexible, sort of like real fish. But less stinky.
Hallmark product innovation project involving: - Understand current user experience (existing products) - Create framework of understanding / communication - Improve user experience for existing products - Ideate / develop new user experiences & products
Industry innovation project with Hallmark Cards. Details coming soon...