PROJECT TYPE
HCD x SDLC Integration
PILOT SPRINTS
industry
Public Services
CLIENT
PUblic service entity
Timeline
12 Months
Role
Lead Researcher
UX DESIGNER
Integrating HCD Methods into an Existing Software Development Process
Introduced and integrated human-centered design methods into an existing software development lifecycle and piloted in the form of 6 design sprints to inform and guide the development process with end-user needs and desires.
Initiated by understanding and analyzing the current development process of a certain, existing application. By conducting interviews and focus groups with developers, the team’s desires as well as the process restrictions were identified. A custom HCD process was specifically designed for the development team. This process was successfully piloted for 6 different features and functions of the application / services. Overall, 100+ enhancements were identified, with some prioritized for development in the upcoming three releases, thanks to the impact identified during the research phases.
Process & Responsibilities:
Conducted qualitative interviews to understand the current development process.
Designed a unique sprint model integrating with the existing development without increasing the timeframes.
Launched and led 6 sprints, leading the research and design, to capture the user needs and desires.
Translated findings into tactical opportunities and growth areas.
Ideated and designed the future-state wireframes and prototypes.
Collaborated with technical teams to ensure that the right features and functions are developed.
Awards:
Received 3 Applause Awards (outstanding-performer awards) over the course of this engagement.
Understanding an Uninsured Market Segment
Analyzed a unique uninsured population to understand the root causes for not having health insurance, beyond the affordability, and created high level solutions to address.
Remote interviews (via dscout) were conducted to understand their current healthcare experience. Through this study, high level themes, insights and design principles were discovered and high-level concepts were generated. These concepts were then enhanced from a feasibility and viability perspective and delivered to the client.
Process & Responsibilities:
Conducted remote interviews with uninsured individuals across multiple states.
Mapped the experience on various frameworks such as the Journey Maps.
Synthesized preliminary and current research findings to understand the key themes, insights and root causes.
Conceptualized multiple solutions capturing the desirability, feasibility and the viability.
Conducted market analysis and analyzed precursors.
PROJECT TYPE
Research Study & Concept Development
industry
HealthCare
CLIENT
LARGE HEALTH INSURANCE FIRM
Timeline
5 Weeks
Role
Co-Lead Researcher
PROJECT TYPE
SERVICE offering & UX Design
industry
RETAIL
industry
SPORTSWEAR FIRM
Timeline
5 Weeks
Role
Lead Researcher
UX DESIGN SUPPORT
Designing an Online Membership & Shopping Experience
Identified the customers’ key needs and desires around a sports brand membership and crafted a shopping experience for an enhanced version of the offering.
Key user segments were identified and in-person interviews were conducted. During the sessions, various artifacts (e.g., cart-sorting) were reviewed to enhance the discussion. Findings were translated into membership expansion opportunity spaces. Few different shopping experiences were prototyped and A/B tested. The experience was enhanced and high-fidelity flow and wireframes were created. Ultimately, a looks like, clickable experience was delivered and handed off for production.
Process & Responsibilities:
Co-created the research plan and protocol.
Recruited customers for the research study.
Created the research artifacts for each session.
Conducted in-person interviews.
Synthesized research findings to understand the key insights and opportunity spaces.
Prototyped multiple wireframes and flows for the shopping experience.
A/B tested concepts and refined the prototypes.
Award:
Received 1 Applause Award (outstanding-performer award) over the course of this engagement.
Refining a Future Financial Tool Experience for Executives
Identified use cases of a future financial tool for executives in banking industry and prioritized key metrics and KPIs for an enhanced tool experience.
Key executives across the world were identified and SME interviews were conducted to understand what they value and look for from a commercial financial tool. The experience was overall analyzed and the desired metrics and KPIs were identified.
Process & Responsibilities:
Recruited key executives across the globe by working with 5 different recruiting agencies.
Led majority of the SME interviews identifying the needs and desires from a financial tool.
Synthesized findings and identified themes and insights around tool usage.
(Supporting role) Identified desired metrics and KPIs, and compared with the tool offering.
(Supporting role) Created wireframes for the fool check out process to highlight and market the right key features and functions.
Award:
Received 1 Applause Award (outstanding-performer award) over the course of this engagement.
PROJECT TYPE
Concept Development & UX DESIGN
industry
HealthCare
CLIENT
LARGE Financial Firm
Timeline
6 Weeks
Role
Co-Lead Design Researcher
PROJECT TYPE
Innovation Capability building
industry
HealthCare
CLIENT
LARGE HEALTH INSURANCE FIRM
Timeline
4 Weeks
Role
Strategist
Designer
Forming & Enhancing Innovation Capabilities
Analyzed the existing internal innovation ecosystem and created a roadmap to enhance the innovation capabilities.
Multiple team leads were interviewed to analyze current innovation practices. Existing teams capabilities were assessed and compared with best practices. A high-level future roadmap and corresponding team structure and project pipeline were designed.
Process & Responsibilities:
Analyzed the internal innovation ecosystem through sets of discussions with team leads.
Conducted secondary research to identify industry leaders and best practices.
(Supporting role) Assessed the internal team capabilities on where they are currently playing and what they are delivering leveraging frameworks like choice cascade.
Identified where each team can further focus on and what type of work they can do by mapping them on frameworks su as the Ambition Matrix.
(Supporting role) Identified team structures for future projects and created a roadmap on how to get there.
Understanding the Residents’ Local Government & Public Service Interactions
Analyzed the current experience with the local government and public services to identify digital transformation and growth opportunities.
Local residents were identified and interviewed (dscout study) to understand the current experience. On-site observational sessions at local government and public service entities were conducted.
Process & Responsibilities:
Conducted remote interviews with residents of the target state and cities.
Observed resident behaviors at local government and public services.
Identified industry leaders and best practices in digital government.
(Supporting role) Synthesized the research findings and identified key tensions, behaviors and insights.
PROJECT TYPE
Research Study
industry
PUblic serviceS
CLIENT
PUblic service entity
Timeline
7 Weeks
Role
Researcher
PROJECT TYPE
Pilot launch
industry
HealthCare
CLIENT
LARGE HEALTH INSURANCE FIRM
Timeline
3 Weeks
Role
Researcher
Launching a Healthcare Pilot Concept to Aid Seniors
Identified the key testing methods and created a pilot protocol for an IoT enabled healthcare concept, designed to aid Seniors better manage their health.
Research and pilot protocols were identified and the pilot stakeholders were recruited and trained. A successful pilot was launched at the end of the engagement.
Process & Responsibilities:
Prepared the research protocol and pilot plan for the upcoming launch.
Created artifacts for documenting the pilot process and potential impact.
(Supporting role) Trained the pilot stakeholders to help them run the study.