Service Design - User Centered Design
The objective of Service Design is to help discover & solve the right problems at the right time. With a focus on solving problems that are higher than a specifc workflow, and not just UI issues, but designing solutions for the over-arching processes themselves.
We want to make sure the solutions are: Deliverable, maintainable and scalable.
Technology & Language Offerings
- UX Research
- Information Architecture
- Strategy
- User Interface Design
- Web Development
- Usability Testing
- Translation & Interpretation
- Training
User Research & Discovery
My design methodology follows the user center design concept. Before any work on designs or concepts are started, we facilitate and conduct research to make sure that we understand what the user's needs and expectations are, in addition to the business requirements. Research methods may include usability testing, user interviews, contextual observation, system usability scale surveys, data analysis or other research methods. Depending on the needs or circumstances of the project, we determine when to use which of those different research methods. It is only after appropriate research has been conducted and documented, that we begin the process of formal design solutions.
One of the biggest challenge is conveying the stories uncovered from research in a simple, yet effective clear manner that project stakeholders and executives can understand. They need to know why design decisions are important for their business in terms of time, money or efficiency savings.
Product/Service Strategy
Insights gained via research can help us to get a clear picture of the user experience strategy that a product or service needs to meet business objectives.
I have listed some samples and case studies of related skill-sets below. Please select them for more details.
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Benicia Library - UX Research & Information Architecture
XProject Year: 2023
Benicia Public Library serves a wide range of people who live, work and go to school in Benicia, California and surrounding communities. The website serves to provide information about library services and programs and is also a portal to numerous digital resources.
Their previous website used the Drupal CMS platform, was designed in-house, consisted of multiple pages and micro sites, and integrated software from several third parties. The Library desired changes and modifications of structure and content as well as additions as part of the new website and not just a simple migration. Benicia's director and staff was open to using a new/different CMS platform and/or hosting solution provided all needs outlined in Key Issues were met. A flexible calendar feature for events at the library was a also major need.
They needed a partner who could provide them the full spectrum of a new strategy, design and implementation plan that was based solidly on user data. We provided them a solution that leveraged multiple rounds of user and design research to create a plan that spanned a new information architecture to design and development of their new site.
Tasks We Handled:
- UX Research
- Information Architecture
- Strategy
- Design
- Web Development
- Usability Testing
Approach:
- Conducted a heuristic analysis of existing site to understand their goals and scope of work
- Archived all existing content with links to relevant urls, documents, etc
- Reviewed google analytics to understand what areas of the site were high-traffic and where users were leaving the site.
- Conducted several rounds of card sort exercises with real patrons to find optimal solutions for the information architecture
- Planned and conducted multiple rounds of unmoderated qualitative research via usability tests to validate interface possibilities
- Recruiting of participants for these research studies was done via a special anniversary event for the library as well as in the city’s monthly newsletter.
Original Site
Solutions:
- Upon review of the results both the analytics data and our card sort study, we then drafted a new and streamlined Information Architecture for the front and back end of the site.
- After the new Information Architecture was approved, we focused on the creation of wireframes, mock-ups and functional prototypes of new site design concepts.
- Multiple layout templates were designed and presented to client, to provide them an idea of the flexibility of content authoring they would be able to do in the new system. Depending on the section of the site, relevant template selections were made available for their use. The wireframes, mockups and prototypes all reflected this.
Design & Development Workflow
User Scenario Excercise
User Task Excercise
Patron Focused Site Map
Card Sort Excercise
Usability Testing
Layout Wireframes
Design Mockups
Affect/Outcome:
- Client was able to manage and maintain the site on their own internally.
- Client was overjoyed with the flexibility that they could now create events with various repeating options, and have those events reflected in various areas of the site, such as section landing pages.
Completed Site
Your message is our focus!
We enjoyed working with our client on this project. We began the journey with them with conversations to discover what the needs of their client and business were. We would be happy to assit you in a similar way.
How can we help you?Emery County Libraries - UX Research & CMS Training
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Project Year: 2022
The mission of the Emery County Library System is to provide the resources and services for lifelong learning, the space and opportunities to gather and connect, and to foster a love of reading.
They were looking for a modern design that could be powered by a user friendly a CMS for their staff to make needed updates to content for each library branch. They also asked us to help them create a new branding and guidelines that would strengthen the trust and vision of the organization
Tasks We Handled:
- UX Research
- Information Architecture
- Strategy
- Design
- Web Development
- Usability Testing
Approach:
- Conducted a heuristic review and code audit of existing site
- Conducted a SWOT analysis of competitor sites
- Conducted a review of web publishing options
Original Site
Solutions:
- After creating new branding and style tiles for use in the site design, we crafted a new information architecture that was used to design wireframes that demonstrated the new proposed design concepts
- Approved wireframes were converted into more high fidelity mockups
- Developed all frontend and backend code for site, and published to existing servers.
- Workflow training, HTML templates and style guide was created for staff to use to produce and publish content on their own
Design & Development Workflow
User Scenario Excercise
User Task Excercise
Patron Focused Site Map
Admin Focused Site Map
Wireframe
Affect/Outcome:
- Client was able to manage and maintain the site on their own internally.
- Posts and content for the main library and all branches were able to be posted at regular intervals
Completed Site
Your message is our focus!
We enjoyed working with our client on this project. We began the journey with them with conversations to discover what the needs of their client and business were. We would be happy to assit you in a similar way.
How can we help you?Okinawa Eizo Center - Research & Strategy
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Project Year: 2011
Okinawa Eizo Center is a well respected video production house in Okinawa, Japan. Upon becoming acquainted with the owner via networking events, I became aware of their issues with their existing web sites, in particular their Traditional Okinwan Karate portal. They were using a publishing tool that allowed their staff to make updates to pages, but it had been implemented several years prior, was not very user friendly or flexible in how they had to publish content.
They were looking for a modern design that could be easily incorporated into a CMS down the road, but the initial ask was to make sure they had a new design, SEO friendly codebase and workflow that would allow their staff to make updates just with HTML using Dreamweaver.
Tasks We Handled:
- UX Research
- Information Architecture
- Strategy
- Design
Approach:
- Conducted a heuristic review and code audit of existing site
- Created strategy to improve SEO on the new site
Original Site (2010)
Original Sitemap (2010)
New Site SEO Strategy
Solutions:
- Created a new information architecture that was used to craft wireframes that demonstrated the new proposed design concepts
- Approved wireframes were converted into more high fidelity mockups
- Developed all front and backend code for site, and published to existing servers.
- Reviewed all existing and new copy that was provided for articles and image headings and drafted translations for those from Japanese into English. Created localized versions of all articles content including images.
- Workflow training, HTML templates and style guide was created for staff to use to produce and publish content on their own
New Site information Architecture
Top Page Wireframe
Affect/Outcome:
- Client was able to manage and maintain the site on their own internally.
- Blog posts and videos were able to be posted at regular intervals
Your message is our focus!
We enjoyed working with The Okinawa Eizo Center on this project. We began the journey with them with conversations to discover what the needs of their client and business were. We would be happy to assit you in a similar way.
How can we help you?Extravagant Events - Research & Information Architecture
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Project Year: 2020
Chef Joseph Ushinski had a site that he had built with an online site creator that was not meeting his needs to run his business online. He needed a new site that would convey his catering services in a professional way, and allow clients to learn about and book dates for catered events.
Tasks We Handled:
- UX Research
- Information Architecture
- Strategy
Initially, I reviewed the existing site, analytical data and key competitors to evaluate the site’s performance and effectiveness from the viewpoint of his potential clients.
Original Site 2020
Solutions:
- The existing site suffered from several issues. Among them was poor branding, structure of page content and lack of needed functionality to effectively run daily operations.
- I created new branding, site information architecture and developed a new site that facilitated the ability for the client to update/change content as needed.
- Functionality to allow clients to submit event reservation requests by date and menu was also added.
Initial Wireframe & Flow Concept
New Sitemap and Structure
Affect/Outcome:
- Once we completed our research and analysis work, we designed and developed the interface and needed logic for the Craft CMS system.
The New web site enabled the business owner to run and promote his business from one place.
- Customers were able to easily research offerings and submit reservation requests by date, event and type of catering menu desired according to the number of guests.
Your message is our focus!
We enjoyed working with Extravagant Events on this project. We began the journey with them with conversations to discover what the needs of their client and business were. We would be happy to assit you in a similar way.
How can we help you?Esteemed - UX Research & Information Architecture
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Esteemed is a multi-channel brand and integrated service provider. They help job seekers succeed in their chosen careers and employers scale their businesses with quality tools and resources. They needed help with the data structure for new sites as well as wireframe and mock-up help for the designs of these new sites for their dev team.
Tasks We Handled:
- UX Research
- Information Architecture
Approach:
- Our involvement in the project began with us conducting a needs analysis to understand their goals and scope of work
- From there we performed a competitive analysis of similar companies
- Next we conducted some excercises to understand who the firm's user types were, and what tasks or jobs those users needed/expected to be able to accomplish on the new site and system.
- Next we created user tasks flows, followed by accompanying User Personas
User Scenarios Discovery Excercise
User Task Excercise
Solutions:
- After coming to an understanding of who the users were and what they need to be able to do, we developed the architecture needed for those users and their tasks.
- After that was done and approved, we began the process to create wireframes for content and layout.
Site Information Architecture Map
Affect/outcome:
- Utilizing the IA and Prototypes I created, the client's web developer was able to take build the functional site
- Site launched and is helping the client recruit other talent while expanding their business.
Your message is our focus!
We enjoyed working with Esteemed on this project. We began the journey with them with conversations to discover what the needs of their client and business were. We would be happy to assit you in a similar way.
How can we help you?Miowt - UX Research, Design & Front End Development
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Miowt was a Black owned business portal modeled in the spirit of Yelp. They approached me to get help in creating their brand identity as well as UX research, design and buildout for their portal community site.
Tasks We Handled:
- UX Research
- Information Architecture
- Design
- Front End Development
Approach:
- Conducted a needs analysis to understand their goals and scope of work
- Performed a competitor SW0T analysis of similar services in both our area and country wide.
- Researched concepts and ideas for their branding and experience for the web app.
Solutions:
- Designed and published their branding kit including company logo, stationary and business cards
- Created information architecture that was used as the foundation for subsequent work
- Creation of wireframes, mock-ups and functional prototypes
- Design Ui for all pages and sections
- Built out front end code to hand off to web developers
Affect/outcome:
- Building off of the Information Architecture and Prototypes I created, the client's web developer was able to take build the functional site
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Your message is our focus!
We enjoyed working with our client on this project. We began the journey with them with conversations to discover what the needs of their client and business were. We would be happy to assit you in a similar way.
How can we help you?