Whether shaping a quick win or leading a long-term shift in market position, my process centers on Experience Design as a catalyst: improving how people engage with us, and in turn strengthening loyalty, growth, and revenue.
Every initiative demands integrated thinking that balances human needs, technical capability, and business sustainability, along with the wisdom to apply the right UX practices to shape meaningful results.
These are the pillars I work from:
DISCOVER
Discovery is ongoing. It never stops. It is a continuous cycle of EMPATHIZING with the customer and DEFINING their needs and desires. We ask ourselves - are our products and services meeting current and potential customer needs and desires? If not, what can we do? If yes, what can we do better? We look at what the numbers say. We find out what our customers say, feel, think, and do. We make sure we have clearly stated value propositions that are actively measured and adjust as the market changes. This is a highly collaborative process which could include input from a variety of teams across the Enterprise.
DECIDE
As we discover problems or gaps in our products and services we decide which should be prioritized into our design workflow. We IDEATE by diverging and converging potential solutions that solve the challenge. Customer feedback and user experience best practices are at the forefront of discussions. This is a highly collaborative process from a variety of teams across the Enterprise.
DESIGN
Once a solution has been decided we PROTOTYPE solutions utilizing our design system if possible and TEST with the customer. Designing and testing may be repeated to ensure any issues are resolved.
DEVELOP
In an agile environment, the problem, the solution, usable code, and all necessary documentation are provided to a scrum team and developers are quickly able to develop the solution and test for quality.
DEPLOY
Solutions are deployed easily without risk as each step has been validated with customers and vetted across the Enterprise.
DATA
User data has been benchmarked and measured upon each release as discovery is ongoing.