I´ve got this idea that business performance and user satisfaction are in strict correlation with each other and must be driven by a deep empathy for the user and the things that matters in their lives.
Companies must build a relationship based on other goals and seek a different result than before to make themselves and their customers more successful. If we put the customers at the center of the relationship and build corporate cultures that foster a deeper and holistic user understanding good things will come.
Well known company
During a period at a well known company, I conducted in-dept interviews, analyzed data, facilitated design studio sessions and created concepts to enhance and create a even more efficient process of observing different types of services.
The main challenge in this project was to uncover all the underlying differences and factors that influenced each team selections of observation tools, working schedule and other individual preferences that had an impact on their own experiences of daily tasks, incidents and trouble shootings.
We started the project by evaluate all internal knowledge about the subject. We gathered a first round of information from project managers, senior engineers and other stake holders in order to understand observation activities a bit better and which user groups to involve in later in-dept interviews. We conducted several in-dept interviews together with a broad group of developers from different teams with varying levels of experience, a lot of interesting patterns emerged when we analyzed the data about conception and challenges during specific trouble shooting phases.
We decided to dive deeper in two of the phases were we saw the greatest need of system improvements. More interviews followed but this time with a greater focus in specific situations of the trouble shooting processes. The second interview round gave us a clear picture of what to prioritize and we formed three questions that we brought with us into a design studio session. After the design studio there was clear what to do and I started prototyping concepts for a new improved observation system.
MY WORK PROCESS AT THE CLIENT
The client asked me to validate the hypothesis that they had and also uncover what happened during the process of observing activities. The end result was a detailed research report and concept sketches.
Well known product company
Together with a group of end users, product owners and solution architects, I led weekly concept and prototype sessions in which end users were able to explain their daily workflows and all the problems they were facing when they used a 40 year old system...
This system was built on a transaction based architecture which made it extremely fast and reliable at a given task but it was impossible to handle simultaneous activities. Users were therefore forced to work in strict flows with several side activities such as writing notes and there was often a need to look in other systems for additional info. This way of working was time consuming and the system was also a complicated thing to learn.
I started this project by reading through previous research and initial requirements that was done for this project, I evaluated the current system by looking at different transaction images and thereafter evaluated the initial MVP that was developed. After this step we invited a group of primary and secondary users for a first group discussion about vital work flows.
I built a new interactive prototype with limited functions based on the insights that I gathered during the first group discussion and I presented it to the users the day after. Both user groups were satisfied and there was a good way for them to see, feel and interact with the new interaction patterns and a completely new information architecture. I conducted several concept and prototype sessions which gave the users a chance use the every-weekly iterated and refined prototype and me the chance to understand how I could improve the prototype and enhace the workflow even more for the upcoming session.
The power of giving back
Design is my profession and also a big part of my spare time. The literature I read is mostly related to design or psychology, and I like to network and talk with others about design. I do this because I believe in making things better, and do better things. At the moment I hold a UX course at Nackademin and I am holding a education series for another client.
