Internal Desktop App
Visa Credit Card Application

  • 4 Product Managers
    3 UX Designers
    1 User Researcher
    30+ Developers & QA’s

  • Members obtaining credit cards elsewhere because the process was too lengthy

  • Create a digital application comparable in speed to other institutions

    • No design system

    • No design consistency

    • User testing on large designs only

    • Design mockups were only shared every two weeks during a sprint

    • Developers were just “winging it”

    • The product was delivered on time

    • The product met it’s goal

    • Everyone received their bonus’s

    • I was promoted

    • Build a design system as we go

    • Designers all adhere to the design system

    • Create mockups in smaller doses

    • Usability testing on smaller designs

    • Manipulate design mockups with PM’s daily (we were 8 mo behind a 12 mo project)

    • Design review as part of devs definition of done

  • Introduced design system resulting in...

    • consistency for users + quick processing

    • faster designs

    • faster development

    • system can be used for all internal tools

    • Keeping original goals & deadlines

    • Design consistency helped users process content faster and across multiple products because they were already familiar with it’s location, function and style

    • Design consistency gave answers to designers when they were given a new feature to design (no thinking up new design elements for every scenario/task)

    • Design consistency helped developers reuse design components and maintain consistent spacing (no more winging it)

External Mobile App
Cryptocurrency Within Mobile Banking

  • 3 Product Managers
    1 Designer & Researcher (me)

  • Considering cryptocurrency could be the future of currency, the credit union didn’t have a way for it’s members to engage.

  • Include a cryptocurrency feature within the already existing mobile banking app.

    • Educating users on cryptocurrency

    • Maintaining trust as cryptocurrency can be risky

    • Design a feature that doesn’t get lost within the app

    • We want to target those who would invest their money but legally this is complicated

    • This vision comes from the new CFO who didn’t stay with the company

    • Introduce the least volatile currencies at first

    • Cryptocurrency should maintain a similar experience as personal banking because the user is accomplishing a similar task.

    • Define project & scope

    • User research

      • User Personas

      • Competative analysis

      • Journey maps

      • Surveys

    • Solution draft

      • Userflows

      • Information Architecture

      • Sketching

      • wireframes

      • lo-fi prototypes

    • Designs

      • Hi-fi Mockups

      • Hi-fi prototypes

    • Usability Testing

    • Stakeholders shelved product after CFO left

    • Maintaining similar experience as personal banking

    • No widget

    • Simple addition of feature, minimal change for user

    • Successful architecture because we maintained the familiar design system

Internal Desktop App
I.T. Self-Service, ServiceNow Vendor

  • 1 Product Managers
    1 Designer & Researcher (me)
    6 Developers

  • The help Center is congested with help calls. Users should turn to the How-To website for IT self-service.

  • Create a self service site that incorporates a How-To feature so users can easily find answers to issues without calling the help desk.

    • No design system

    • Already have a how-to site & a separate self-service site.

    • Even with a self-service resource, users may still call the help desk out of habit

    • Very short timeframe for design and building application (1-2 mo)

    • Utilize the design and function that already exists in the How-To feature

    • Incorporate the How-to site into the self-service site

    • Create searchable help at the top of the application for obvious feature representation

    • Add other essential actions underneath the main how-to feature.

    • At the very bottom of the page, will be the help desk number to indicate it is the last option

    • Solidify design system

      • Where are we pulling the system from

      • What system would make the most sense?

      • What design system would create the least amnount of friction for users and developers?

    • Shadow user’s current experience with the existing software

      • What is essential?

      • What would be nice to implement?

      • What is frustrating?

      • Why do users fail to access the existing How-to application for answers before calling the help desk?

    • Mockup drafts to review with users

    • Usability testing with users

    • Manipulate designs based off of user feedback

    • Usability testing with different types of users (managers, loan officers, stakeholders, etc.)

    • Designer and developers work together for a more efficient production

  • Success was combining the how-to application feature at the top of the self-service website that functioned in the same way as the How-to application.

    Users were able to accomplish many different kinds of self-service actions without having to jump to different applications.

    • Creating company wide consistency with design systems

    • Usability testing

    • Meeting goals, timelines

    • Advocating for more testing after the product was built

Episys core platform - Internal Desktop
Symitar Scripts

External Mobile App
Family Search Mobile App

Internal Desktop App
CRM

  • 1 Product Manager
    1 UX Designer & Researcher (me)
    5 devs

  • Users are relearning to use scripts because they are not consistent and they do not help the user get the best outcome possible

  • Create a n overall architecture for the scripts to follow that will allow the user to process what they are looking at immediately and what they need to accomplish.

    • Hundreds of scripts

    • All designed by different developers

    • No design system

    • No consistency of design elements

    • No use of design best practices

  • Designed a script architecture based off of the internal software design system. Each scripts can now be redesigned in it’s own time and follow a consistent pattern no matter the designer or developer.

    • Shadow users

    • Create a template with IA that matches the design elements of other internal software

    • Mockup a few designs for popular scripts

    • Run usability tests

    • Modify the AI to work as a template based off of user feedback

    • Continue to move through designing many scripts with the product manager

    • Review designs with developers

    • Developers review developed designs with designer for consistency

  • Create a template that will work for all scripts and the design system will align with other internal products.

    Create a product that can easily be processed and passed through many devs or designers but stay consistent.

  • Script Template & Design System

  • Family Search is a genealogy resource, an application allowing people to document their family history and link them to their family members.

  • What is it about the mobile application that creates a barrier for users?

    • Keeping research & design mockup to ~2 hours

    • Users are difficult to schedule because this is an external application

    • Maintaining consistency in usability questionnaire for validity

    • Narrowing down usability participants or having to eliminate some diversity because only a few participants were needed.

    • Conduct three usability tests

    • Feedback suggests the structure doesn’t follow an architecture that was familiar to them

    • Restructure the information architecture to align with mobile best practices (home page, navigation, etc.)

    • Clarify verbiage

    • Eliminate design system inconsistencies

  • Restructuring the information architecture to match best practices in mobile design (home page, chunking like features) will improve user engagement & keep design elements consistent.

  • 2 Product Managers
    1 UX Designer & Researcher
    15 Developers & QA’s

  • CRM vendor switch

  • Update CRM

    • No design system

    • No design consistency

    • User testing on large designs only

    • Design mockups were only shared every two weeks during a sprint

    • Developers were just “winging it”

    • The product was delivered on time

    • The product met it’s goal

    • Everyone received their bonus’s

    • I was promoted

    • Build a design system as we go

    • Designers all adhere to the design system

    • Create mockups in smaller doses

    • Usability testing on smaller designs

    • Manipulate design mockups with PM’s daily (we were 8 mo behind a 12 mo project)

    • Design review as part of devs definition of done

  • Introduced design system resulting in...

    • consistency for users + quick processing

    • faster designs

    • faster development

    • system can be used for all internal tools

    • Keeping original goals & deadlines

    • Design consistency helped users process content faster and across multiple products because they were already familiar with it’s location, function and style

    • Design consistency gave answers to designers when they were given a new feature to design (no thinking up new design elements for every scenario/task)

    • Design consistency helped developers reuse design components and maintain consistent spacing (no more winging it)