UX Design and process

I plan, design, and test user interaction for web-based applications, mobile applications and sites. Currently, I work for the health insurance industry, but I am comfortable working with any subject; in the past, I have worked on projects ranging from the airline industry to mortgage automation for small and mid-sized real estate agents.

With every project, my goal is to find the right balance of meeting business needs and delivering experiences that users will understand, engage with, and even love.

 

Merholz Diamond approach in design process

Double Diamond Design model

My approach is based on the Double Diamond model adapted by Peter Merholz from the British Design Council's design process model. It places as much emphasis on upfront problem identification and definition, as it does on the more typical execution phases. (Source: Peter Merholz)

 

Over time, my process has evolved to one that follows Lean UX and Agile UX methods, best defined in four phases that are not mutually exclusive:

Discover

My role:

Discover the problem(s) and goal(s) through data, exploratory research, and stakeholder interviews.

    Who I work with: 

    • Product Owner (PO)
    • Business analyst
    • Stakeholders
    • Subject-Matter Experts (SME)

    Outcome:

    • Synthesis of domain knowledge
    • Priorities and goals
    • Design brief

      Typical methods during discovery: Field studies, diary studies, surveys, data mining, or analytics.

      Define

      My role: 

      Define a range of solutions that address the problem(s) and accomplish stated goal(s):

      • Present actionable insights
      • Reach consensus on problem to be solved

      Who I work with: 

      • Product Manager
      • Product Sponsor
      • Product Owner
      • Product team (UX, UI, Content, Business Analyst)

      Outcome: 

      • Personas, Jobs-to-be-done
      • Theme/feature prioritization
      • Scope, timeline, milestones

        Typical methods during definition: Card sorting, field studies, participatory design, paper prototype, and usability studies, desirability studies, customer emails.

        Develop

        My role: 

        Develop solutions with customers, get buy-in from stakeholders, and validate and prioritize experience solutions.

          Who I work with: 

          • Product team (UX, UI, Content, Business Analyst)
          • Product Owner
          • SME and stakeholders

          Outcome: 

          • Final user flows
          • Wireframes with functional requirements
          • Design guidelines
          • User testing report(s)

          Typical methods during development: Card sorting, A/B testing, participatory design, and usability studies.

          Deliver

          My role: 

          Deliver solutions, track impact, prioritize improvements. Document and share new patterns.

          Who I work with: 

          • Product team (UX, UI, Content, Business Analyst)
          • Product Manager
          • Product Owner 
          • IT/QA
          • SME and stakeholders

          Outcome: 

          • Functional specifications
          • Design language assets (e.g. usage guidelines, Axure widget library items, etc.)

          Typical methods during delivery: Usability benchmarking, online assessments, surveys.


          This process has emerged from years of working in an agile environment, and is a continuous work in progress. I believe in keeping up to date with new and efficient ways to work and advocate for the customer.