portfolio
Showcasing
ONLY MY OWN WORK
ServiceNow Portals Consolidation
Project Brief & Deliverables
Phase 1: Design a unified portal from separate portal instances and with consideration for onboarding additional business units into the platform over time.
Phase 2: Audit & redesign 600+ service forms with usability best practices and create design standards.
Throughout: Various creative explorations.
- Audit of existing portal design and taxonomy
- UX design of unified portal
- Improved Information Architecture
- Redesign of all service forms, including process improvements
- Established design anatomy and UX standards for new forms
- UX guidance and advocacy
Impact
- Despite the fact that discovery was not possible until after launch, my design and IA recommendations were proven to be spot on to user needs.
- Gratitude from dev teams and stakeholders for the improvements I made and the ongoing UX guidance I provided.
"You know so much about user experience.'
Challenges
Samples
NDA protected so, samples are purposely blurred or anonymized
Prototype - Home page
Prototype - filterable My Tickets page
Prototype - filterable Favorites page
Prototype - filterable Search Results page
Content strategy creative exploration
Audit & revision directives
ServiceNow Portals Consolidation
International manufacturer
Impact
ServiceNow Portals Consolidation
Project Brief & Deliverables
Phase 1: Design a unified portal from separate portal instances and with consideration for onboarding additional business units into the platform over time.
Phase 2: Audit & redesign 600+ service forms with usability best practices and create design standards.
Throughout: Various creative explorations.
- Audit of existing portal design and taxonomy
- UX design of unified portal
- Improved Information Architecture
- Redesign of all service forms, including process improvements
- Established design anatomy and UX standards for new forms
- UX guidance and advocacy
Impact
- Despite the fact that discovery was not possible until after launch, my design and IA recommendations were proven to be spot on to user needs.
- Gratitude from dev teams and stakeholders for the improvements I made and the ongoing UX guidance I provided.
"You know so much about user experience.'
Challenges
Samples
NDA protected so, samples are purposely blurred or anonymized
Prototype - Home page
Prototype - filterable My Tickets page
Prototype - filterable Favorites page
Prototype - filterable Search Results page
Content strategy creative exploration
Audit & revision directives
Local Marketing Automation SaaS Platform
Late stage SaaS startup
Project Brief & Deliverables
This amazing, complex product is magical from a functional standpoint. But the interfaces were a disaster. I was tasked to improve each feature on our ever-expanding roadmap.- Audit every feature set prior to redesign
- Research / Discovery
- Improved process flows
- Improved Information Architecture
- Content Strategy
- UX Design and Guidance
- "Lunch n Learn" presentation educating the company about Information Architecture
Impact
- Client stakeholders were exceedingly happy with each feature's redesign.
- Fostered a great, collaborative relationship with the Customer Success team (for obtaining customer insights.)
Challenges
Samples
NDA protected so, samples are purposely blurred or anonymized
Design close-up
Concept model intro to wireframes
Wireframe sample
Marketing Automation Platform
Impact
Local Marketing Automation SaaS Platform
Late stage SaaS startup
Project Brief & Deliverables
This amazing, complex product is magical from a functional standpoint. But the interfaces were a disaster. I was tasked to improve each feature on our ever-expanding roadmap.- Audit every feature set prior to redesign
- Research / Discovery
- Improved process flows
- Improved Information Architecture
- Content Strategy
- UX Design and Guidance
- "Lunch n Learn" presentation educating the company about Information Architecture
Impact
- Client stakeholders were exceedingly happy with each feature's redesign.
- Fostered a great, collaborative relationship with the Customer Success team (for obtaining customer insights.)
Challenges
Samples
NDA protected so, samples are purposely blurred or anonymized
Design close-up
Concept model intro to wireframes
Wireframe sample
Platform Design Overhaul
Large Fintech company
Project Brief & Deliverables
Overhaul decades of differently designed screens in a multitude of sub portals to make all design elements and similar screens consistent, using the client's newly created design system.
- Discovery sessions
- UX Audits (100+ screens)
- Prototypes
- Analysis of a multitude of dependencies that were not known by project champion
- Manage junior practitioners
IMPACT
- Discovered many screens unknown to project champion
- Established a great rapport with stakeholders
- Successfully redesigned all screens to client's satisfaction despite significant challenges throughout the project
- Identified and improved various flaws in the design system.
- CX Consulting Practice Director
- Junior UX Practitioner
Challenges
Samples
Regulated Industry...unable to show any visuals so...let's chat.
Ecosystem Design Overhaul
Large Fintech company
Impact
Platform Design Overhaul
Large Fintech company
Project Brief & Deliverables
Overhaul decades of differently designed screens in a multitude of sub portals to make all design elements and similar screens consistent, using the client's newly created design system.
- Discovery sessions
- UX Audits (100+ screens)
- Prototypes
- Analysis of a multitude of dependencies that were not known by project champion
- Manage junior practitioners
IMPACT
- Discovered many screens unknown to project champion
- Established a great rapport with stakeholders
- Successfully redesigned all screens to client's satisfaction despite significant challenges throughout the project
- Identified and improved various flaws in the design system.
- CX Consulting Practice Director
- Junior UX Practitioner
Challenges
Samples
Regulated Industry...unable to show any visuals so...let's chat.
Extensive Competitive Analysis
Project Brief & Deliverables
The agency’s client had recently merged with several companies in the same space and was trying to figure out how best to market the newly formed company and position itself against large, established, and well-known, competitors.
I was tasked with doing an in-depth competitive analysis, concentrating on several key topic areas.
I thoroughly reviewed each competitor site, hunted for the applicable information, and summarized how the competitors organized and presented their site content for each topic area.
Additionally within each topic area, I provided guidance for how the client should handle it on the new site.
- Extensive Competitive Analysis
- Information Architecture Guidance
- Content Strategy
Impact
Agency client was thrilled, and apparently so was the client company
“The research work you did was excellent. I’m not saying that because the client appreciated it; I’m saying that because it was smart and useful information.
Thank you for distilling it down into useful summaries and actionable intelligence we can use for a better, smarter, more intuitive user experience.”
Challenges
Samples
NDA protected so, samples are purposely blurred or anonymized
Summary analysis
Topic analysis sample
Topic analysis sample
Topic analysis sample
Deep Competitive Analysis
Technology merger
Impact
Extensive Competitive Analysis
Project Brief & Deliverables
The agency’s client had recently merged with several companies in the same space and was trying to figure out how best to market the newly formed company and position itself against large, established, and well-known, competitors.
I was tasked with doing an in-depth competitive analysis, concentrating on several key topic areas.
I thoroughly reviewed each competitor site, hunted for the applicable information, and summarized how the competitors organized and presented their site content for each topic area.
Additionally within each topic area, I provided guidance for how the client should handle it on the new site.
- Extensive Competitive Analysis
- Information Architecture Guidance
- Content Strategy
Impact
Agency client was thrilled, and apparently so was the client company
“The research work you did was excellent. I’m not saying that because the client appreciated it; I’m saying that because it was smart and useful information.
Thank you for distilling it down into useful summaries and actionable intelligence we can use for a better, smarter, more intuitive user experience.”
Challenges
Samples
NDA protected so, samples are purposely blurred or anonymized
Summary analysis
Topic analysis sample
Topic analysis sample
Topic analysis sample
Service Design Pilot & Evolution
Non-profit
Project Brief & Deliverables
The client wanted to launch a video coaching program to provide tech savviness to the mentally challenged.
The task was to create the service design for both the pilot program (which would be highly manual) and the V1 state (for which they'd build a digital platform).
- Service process flows for both Alpha & V1 states
- Applications, Matching & Scheduling
- Session & Post Session
- QA Activities
- Exceptions (drop outs, cancellations, reschedules)
- Guidance
Impact
Delighted client, excited to launch the program.“I wish we could keep you for launch and throughout the evolution.”
Challenges
I love complexity and lots of gnarly bits. But to give some visibility into the challenge of pulling this all together...- coach onboarding
- announcement
- client onboarding
- client application
- matching activities
- engagement confirmation
- scheduling
- coaching session
- post-session surveys, and QA activities
Samples
NDA protected so, samples are purposely blurred or anonymized
Service flow - Application, Matching + Scheduling
Service flow - Session + Post Session
Service Design Pilot & Evolution
Non-profit
Impact
Service Design Pilot & Evolution
Non-profit
Project Brief & Deliverables
The client wanted to launch a video coaching program to provide tech savviness to the mentally challenged.
The task was to create the service design for both the pilot program (which would be highly manual) and the V1 state (for which they'd build a digital platform).
- Service process flows for both Alpha & V1 states
- Applications, Matching & Scheduling
- Session & Post Session
- QA Activities
- Exceptions (drop outs, cancellations, reschedules)
- Guidance
Impact
Delighted client, excited to launch the program.“I wish we could keep you for launch and throughout the evolution.”
Challenges
I love complexity and lots of gnarly bits. But to give some visibility into the challenge of pulling this all together...- coach onboarding
- announcement
- client onboarding
- client application
- matching activities
- engagement confirmation
- scheduling
- coaching session
- post-session surveys, and QA activities
Samples
NDA protected so, samples are purposely blurred or anonymized
Service flow - Application, Matching + Scheduling
Service flow - Session + Post Session
Project Collaboration App
Project Brief & Deliverables
Design a simple mobile app to facilitate collaboration on projects, including task status and completion, and centered around a calendar framework.- UX Design
- Information Architecture
- Strategy for features and future state
Impact
I landed the gig!“No one else has put this much effort into this.”
Challenges
Samples
Design close-up
Wireframe sample
App structure
Wireframe sample
Wireframe sample
Wireframe sample
Wireframe sample
Future state recommendation
Project Collaboration App
Recruiting company
Impact
Project Collaboration App
Project Brief & Deliverables
Design a simple mobile app to facilitate collaboration on projects, including task status and completion, and centered around a calendar framework.- UX Design
- Information Architecture
- Strategy for features and future state
Impact
I landed the gig!“No one else has put this much effort into this.”
Challenges
Samples
Design close-up
Wireframe sample
App structure
Wireframe sample
Wireframe sample
Wireframe sample
Wireframe sample
Future state recommendation
Emergency IA Consultation
Pharma company
Project Brief & Deliverables
A former client called me in a panic one Friday evening, begging me to be on-site with their client first thing Monday morning, regarding a project with which I had NOT been involved.
Another agency had been brought on to the project for a specific purpose but was imposing an uninformed information architecture.
My client agency said it needed my expertise to refine “our IA” and defend it to the client.
I worked late into the night on the site map and related guidance, presented it in the meeting, and explained why it was the better approach.
- Information Architecture
- Expert guidance regarding IA principles
- Lead the client meeting
Impact
- The end client was extremely pleased, not only for the IA itself but for the expertise and guidance I imparted.
- My agency client proclaimed that they were forever in my debt.
“This puts us in very good shape to describe and defend our vision of the site structure.”
“Awesome meeting today guys. Rich P very impressed. Thanks to all for the long weekend work.”
Challenges
Samples
NDA protected so, samples are purposely blurred or anonymized
Site map - high level
Emergency IA Consultation
Pharma company
Impact
“Awesome meeting today guys. Rich P very impressed. Thanks to all for the long weekend work.”
Emergency IA Consultation
Pharma company
Project Brief & Deliverables
A former client called me in a panic one Friday evening, begging me to be on-site with their client first thing Monday morning, regarding a project with which I had NOT been involved.
Another agency had been brought on to the project for a specific purpose but was imposing an uninformed information architecture.
My client agency said it needed my expertise to refine “our IA” and defend it to the client.
I worked late into the night on the site map and related guidance, presented it in the meeting, and explained why it was the better approach.
- Information Architecture
- Expert guidance regarding IA principles
- Lead the client meeting
Impact
- The end client was extremely pleased, not only for the IA itself but for the expertise and guidance I imparted.
- My agency client proclaimed that they were forever in my debt.
“This puts us in very good shape to describe and defend our vision of the site structure.”
“Awesome meeting today guys. Rich P very impressed. Thanks to all for the long weekend work.”
Challenges
Samples
NDA protected so, samples are purposely blurred or anonymized
Site map - high level
Payments & Gifting Ecosystem
Early stage start-up
Project Brief & Deliverables
Design a phone app and tablet experiences for “social gifting” and payments, serving customers, pushing promotions, and management reporting.
The App: Order, send drinks (“Goodies”) and pay the tab.
The Service Interfaces: See who’s ordered what, who’s sent Goodies to whom, serve the drinks. automatically collect digital payment.
The Merchant (Owner) Interfaces: Send promos to loyal customers, direct messaging to customers about special events, analyze sales.
- UX Design (iPhone wireframes)
- UX Design (iPad wireframes)
- Process Flows (various)
- Industry guidance
Impact
- Extremely happy client.
- Successful product launch.
– Bartender
– Merchant
Challenges
Samples
Consumer App – design sample
Bartender Interface – design sample
Consumer App – design sample
Merchant Interface – design sample
Payments & Gifting Ecosystem
Early stage start-up
Impact
Payments & Gifting Ecosystem
Early stage start-up
Project Brief & Deliverables
Design a phone app and tablet experiences for “social gifting” and payments, serving customers, pushing promotions, and management reporting.
The App: Order, send drinks (“Goodies”) and pay the tab.
The Service Interfaces: See who’s ordered what, who’s sent Goodies to whom, serve the drinks. automatically collect digital payment.
The Merchant (Owner) Interfaces: Send promos to loyal customers, direct messaging to customers about special events, analyze sales.
- UX Design (iPhone wireframes)
- UX Design (iPad wireframes)
- Process Flows (various)
- Industry guidance
Impact
- Extremely happy client.
- Successful product launch.
– Bartender
– Merchant
Challenges
Samples
Consumer App – design sample
Bartender Interface – design sample
Consumer App – design sample
Merchant Interface – design sample
Marketing Automation Platform
Late stage SaaS start-up
Project Brief & Deliverables
Audit the existing interfaces for a marketing campaign creation and asset management platform.
- UX Audit
- Guidance
Impact
- All stakeholders were extremely pleased with the deliverable.
- For some it was eye-opening regarding the many aspects of the platform that were impeding users.
- For their in-house designer and customer success team, however, it was invaluable. It vetted everything they had been vying for internally. Their recommendations hadn’t been being heard but now had a voice.
- Approximately 1 year later they hired me as the UX Architect for the entire platform
“Your feedback on our user experience has already lead to a lot of positive discussions for us.”
“I thought the report was great by the way. Nice job!” - CEO
Challenges
As such, my audit required looking at multiple instances and pulling the findings together into a single, cohesive evaluation.
Samples
NDA protected so, samples are purposely blurred or anonymized
Audit sample
Audit executive summary
Audit sample
Audit sample
Audit sample
Marketing Automation Platform
Late stage SaaS startup
Impact
“I thought the report was great by the way. Nice job!”
Marketing Automation Platform
Late stage SaaS start-up
Project Brief & Deliverables
Audit the existing interfaces for a marketing campaign creation and asset management platform.
- UX Audit
- Guidance
Impact
- All stakeholders were extremely pleased with the deliverable.
- For some it was eye-opening regarding the many aspects of the platform that were impeding users.
- For their in-house designer and customer success team, however, it was invaluable. It vetted everything they had been vying for internally. Their recommendations hadn’t been being heard but now had a voice.
- Approximately 1 year later they hired me as the UX Architect for the entire platform
“Your feedback on our user experience has already lead to a lot of positive discussions for us.”
“I thought the report was great by the way. Nice job!” - CEO
Challenges
As such, my audit required looking at multiple instances and pulling the findings together into a single, cohesive evaluation.
Samples
NDA protected so, samples are purposely blurred or anonymized
Audit sample
Audit executive summary
Audit sample
Audit sample
Audit sample
Theater Community Platform
Project Brief & Deliverables
Design a website that connects all players, scripts, and opportunities in the theatrical community and facilitates the collaborations that typically take place between them.
There was far more to consider than the stakeholders realized.
- UX Design
- Information Architecture
- Process Flows (signup, engagement, collaboration)
- Functionality Design & Guidance (for document submission and collaboration)
- Filtering Design & Guidance (complex and multi-phased filters)
Impact
Client was extremely happy with all aspects of the work.Challenges
Samples
Profile & portfolio frameworks per persona
Site Map
Wireframe sans annotations - Home
Showcased items - anatomy
Showcased items - robust interaction samples
Robust filtering - basic + premium
Wireframe: - people + organization profiles
Wireframe - story profile
Theater Community Platform
Early stage startup
Impact
Theater Community Platform
Project Brief & Deliverables
Design a website that connects all players, scripts, and opportunities in the theatrical community and facilitates the collaborations that typically take place between them.
There was far more to consider than the stakeholders realized.
- UX Design
- Information Architecture
- Process Flows (signup, engagement, collaboration)
- Functionality Design & Guidance (for document submission and collaboration)
- Filtering Design & Guidance (complex and multi-phased filters)
Impact
Client was extremely happy with all aspects of the work.Challenges
Samples
Profile & portfolio frameworks per persona
Site Map
Wireframe sans annotations - Home
Showcased items - anatomy
Showcased items - robust interaction samples
Robust filtering - basic + premium
Wireframe: - people + organization profiles
Wireframe - story profile
Eye Institute Site
Project Brief & Deliverables
Create the information architecture and design options for a pitch to a newly formed institute.- Information Architecture
- UX Design
- Persona Matrix
Impact
- The Creative Director who led the project was thrilled with my deliverables.
- Sometime thereafter, he recommended me to another agency
“First of all, you’re fabulous…”
“I think your ‘through the eyes of ___’ idea is actually great — shows real world context.”
Challenges
Samples
Wireframe sample
Persona matrix
Wireframe sample
"Content site map"
Eye Institute Site
New Business Pitch – Concept Site
Impact
“I think your ‘through the eyes of ___’ idea is actually great — shows real world context.”
Eye Institute Site
Project Brief & Deliverables
Create the information architecture and design options for a pitch to a newly formed institute.- Information Architecture
- UX Design
- Persona Matrix
Impact
- The Creative Director who led the project was thrilled with my deliverables.
- Sometime thereafter, he recommended me to another agency
“First of all, you’re fabulous…”
“I think your ‘through the eyes of ___’ idea is actually great — shows real world context.”
Challenges
Samples
Wireframe sample
Persona matrix
Wireframe sample
"Content site map"
IxDA Site Redesign Audit
UX Association
Project Brief & Deliverables
Provide feedback to the Interaction Design Association regarding the wireframes for its site redesign,
- Deep analysis of the proposed wires
- Substantial, detailed, audit feedback
Impact
Many members in this large professional association responded with feedback but only I, and one other member, were mentioned by name in the Thank You message sent to the community.Challenges
Samples
Deliverables were written (not visual), and are proprietary.
As such, they cannot be showcased.
ixDA Site Redesign Audit
UX Association
Impact
IxDA Site Redesign Audit
UX Association
Project Brief & Deliverables
Provide feedback to the Interaction Design Association regarding the wireframes for its site redesign,
- Deep analysis of the proposed wires
- Substantial, detailed, audit feedback
Impact
Many members in this large professional association responded with feedback but only I, and one other member, were mentioned by name in the Thank You message sent to the community.Challenges
Samples
Deliverables were written (not visual), and are proprietary.
As such, they cannot be showcased.
UX Research Analyses
UX research company
Project Brief & Deliverables
Analyze user testing videos and report the findings:
- so that clients didn't need to spend time doing so.
- to ensure that UX eyes reviewed the videos rather than folks who are not versed in UX (who would draw incorrect conclusions about the root cause of the issues).
- Deep analyses of user testing videos
- Findings reports
Impact
- A multitude of clients extremely appreciative for the significant insights provided by my analyses of UX research videos.
- The research company was extremely happy when I found flaws in the execution of some of the tests, causing users to be unable to complete the tests or some of the tasks.
Although that type of observation was not part of my responsibilities, my ability to pinpoint those issues enabled the tests to be corrected and re-run, so the insights would actually be meaningful.
Challenges
Generally, these analyses did not carry challenges but some tests or test scripts were poorly crafted.
Samples
Deliverables were written (not visual), and are proprietary.
As such, they cannot be showcased.
UX Research Analyses
UX research company
Impact
A multitude of clients extremely appreciative for the significant insights provided by my analyses of UX research videos.
UX Research Analyses
UX research company
Project Brief & Deliverables
Analyze user testing videos and report the findings:
- so that clients didn't need to spend time doing so.
- to ensure that UX eyes reviewed the videos rather than folks who are not versed in UX (who would draw incorrect conclusions about the root cause of the issues).
- Deep analyses of user testing videos
- Findings reports
Impact
- A multitude of clients extremely appreciative for the significant insights provided by my analyses of UX research videos.
- The research company was extremely happy when I found flaws in the execution of some of the tests, causing users to be unable to complete the tests or some of the tasks.
Although that type of observation was not part of my responsibilities, my ability to pinpoint those issues enabled the tests to be corrected and re-run, so the insights would actually be meaningful.
Challenges
Generally, these analyses did not carry challenges but some tests or test scripts were poorly crafted.
Samples
Deliverables were written (not visual), and are proprietary.
As such, they cannot be showcased.
Multi-site Ecosystem Overhaul
Project Brief & Deliverables
- Part I: Extensive, multi-site audit and mapping of the 18 sites in the association’s ecosystem.
- Part 2: Design a new user experience for a harmonized site incorporating voluminous content from the very old, out-dated ecosystem of sites.
- Part 3: Design the personalized and social interaction aspects of the redesigned / harmonized site.
- UX Audits (18)
- Information Architecture (current site maps)
- Information Architecture (harmonized map)
- UX Design
- Process improvement and guidance
Impact
Both the client and development team were ecstatic about the deliverables (described below) because they took into consideration the fact that the volume of site maps and unstructured content would be overwhelming for them.
- Each site's content and UX issues were summarized before the site maps were discussed.
- Wireframes were interactive to be easier to follow the flows and content of the harmonized site.
- The new design simplified pages and processes with templates and provided a consistent, robust filtering experience for the large volumes of content.
The third party development firm was so impressed with my work that they have become a client of mine.
“I’m thrilled. So thorough”…”I don’t know anyone else who has the patience for this.”
Challenges
Samples
NDA protected so, samples are purposely blurred or anonymized
Audit sample close-up
Audit sample
Wireframe sample
Wireframe sample
Wireframe sample
Wireframe sample
Wireframe sample
Wireframe sample
Site map sample
Multi-site Ecosystem Overhaul
Association
Impact
Multi-site Ecosystem Overhaul
Project Brief & Deliverables
- Part I: Extensive, multi-site audit and mapping of the 18 sites in the association’s ecosystem.
- Part 2: Design a new user experience for a harmonized site incorporating voluminous content from the very old, out-dated ecosystem of sites.
- Part 3: Design the personalized and social interaction aspects of the redesigned / harmonized site.
- UX Audits (18)
- Information Architecture (current site maps)
- Information Architecture (harmonized map)
- UX Design
- Process improvement and guidance
Impact
Both the client and development team were ecstatic about the deliverables (described below) because they took into consideration the fact that the volume of site maps and unstructured content would be overwhelming for them.
- Each site's content and UX issues were summarized before the site maps were discussed.
- Wireframes were interactive to be easier to follow the flows and content of the harmonized site.
- The new design simplified pages and processes with templates and provided a consistent, robust filtering experience for the large volumes of content.
The third party development firm was so impressed with my work that they have become a client of mine.
“I’m thrilled. So thorough”…”I don’t know anyone else who has the patience for this.”
Challenges
Samples
NDA protected so, samples are purposely blurred or anonymized
Audit sample close-up
Audit sample
Wireframe sample
Wireframe sample
Wireframe sample
Wireframe sample
Wireframe sample
Wireframe sample
Site map sample
Email Verification Process
Digital news company
Project Brief & Deliverables
Improve various transactional aspects of a local community news web platform. This 65-page deliverable included process flows, dynamic messaging recommendations, wireframes covering every state of being and all possible “next step” actions.- Process Flow
- UX Design
- Guidance
Impact
Well-received by all project teams and fully implemented.
- Project Owner
- Visual Designer teammate
Challenges
Challenging? Sure. But I love digging into things like these to create stellar user experiences.
I provided customized, dynamic copy for each possible action users could take after verification in a uniform framework.
Samples
NDA protected so, samples are purposely blurred or anonymized
Email Verification Process
Dynamic messaging
Email Verification Process
Digital news company
Impact
“(I was) Happy to tell her how awesome you are.”
Email Verification Process
Digital news company
Project Brief & Deliverables
Improve various transactional aspects of a local community news web platform. This 65-page deliverable included process flows, dynamic messaging recommendations, wireframes covering every state of being and all possible “next step” actions.- Process Flow
- UX Design
- Guidance
Impact
Well-received by all project teams and fully implemented.
- Project Owner
- Visual Designer teammate
Challenges
Challenging? Sure. But I love digging into things like these to create stellar user experiences.
I provided customized, dynamic copy for each possible action users could take after verification in a uniform framework.
Samples
NDA protected so, samples are purposely blurred or anonymized
Email Verification Process
Dynamic messaging
Asthma Flare-up Tracking App
Pharma company
Project Brief & Deliverables
Create a mobile app that enables asthma sufferers to track their asthma attacks (thus enabling them to more accurately report their “flare up” history to their doctors). The work did not require traditional wireframes but rather, a more high level and conceptual document for the client to understand the general features of the proposed app.- Concept UX Design
- Feature guidance
- Functional specifications
Impact
Client thrilled with the concept, particularly the empathy for the user in the context of having just experienced an asthma attack. As such, the app was touted as “coming soon” on the home page of the website while the client sought funding to develop it.Challenges
Samples
NDA protected so, samples are purposely blurred or anonymized
Concept design sample
Guidance and Functional Specification
Concept design sample
Concept design sample
Concept design sample
Concept design sample
Asthma Flare-up Tracking App
Pharma company
Impact
Client also Immediately sought funding to build the app.
Asthma Flare-up Tracking App
Pharma company
Project Brief & Deliverables
Create a mobile app that enables asthma sufferers to track their asthma attacks (thus enabling them to more accurately report their “flare up” history to their doctors). The work did not require traditional wireframes but rather, a more high level and conceptual document for the client to understand the general features of the proposed app.- Concept UX Design
- Feature guidance
- Functional specifications
Impact
Client thrilled with the concept, particularly the empathy for the user in the context of having just experienced an asthma attack. As such, the app was touted as “coming soon” on the home page of the website while the client sought funding to develop it.Challenges
Samples
NDA protected so, samples are purposely blurred or anonymized
Concept design sample
Guidance and Functional Specification
Concept design sample
Concept design sample
Concept design sample
Concept design sample
Product Hierarchy & Taxonomy
International technology retailer
Project Brief & Deliverables
The client recognized that its marketing-focused site pages and its tech support site pages spoke about the products very differently, and that it created a very confusing experience for customers. They tasked us to "harmonize" the product hierarchies into a unified taxonomy. However, the client did not realize that the issues went deeper than categorical verbiage. I realized it, and told my boss that I needed an export of the full product database so I could analyze it.- A deep analysis of the 2500-product database and identified that significant data management issues existed.
- Subject matter research and competitive research
- Deconstructed all the product information and reconstructed it in a consistent manner.
- Provided data management and governance guidance, educating stakeholders about the difference between hierarchical structures and attributes,
Impact
- Unanimous positive feedback from the stakeholders.
- Even though the realization of what lay ahead for them to do was overwhelming, they conceptually understood the issues I’d uncovered and what I proposed to rectify them.
- And they were eager to jump in and get started overhauling things on their end.
“…feedback I got from the team..."
- "My thought is WOW, I want this all now!”
- "Gotta run, but this is exactly inline with our thinking"
Challenges
Samples
NDA protected so, samples are purposely blurred or anonymized
Concept model - Hierarchies vs, Attributes
Concept model - close up (Hiherarchies vs. Attributes)
Guidance - Information Architecture
Product data analysis
Product Hierarchy & Taxonomy
International technology retailer
Impact
Product Hierarchy & Taxonomy
International technology retailer
Project Brief & Deliverables
The client recognized that its marketing-focused site pages and its tech support site pages spoke about the products very differently, and that it created a very confusing experience for customers. They tasked us to "harmonize" the product hierarchies into a unified taxonomy. However, the client did not realize that the issues went deeper than categorical verbiage. I realized it, and told my boss that I needed an export of the full product database so I could analyze it.- A deep analysis of the 2500-product database and identified that significant data management issues existed.
- Subject matter research and competitive research
- Deconstructed all the product information and reconstructed it in a consistent manner.
- Provided data management and governance guidance, educating stakeholders about the difference between hierarchical structures and attributes,
Impact
- Unanimous positive feedback from the stakeholders.
- Even though the realization of what lay ahead for them to do was overwhelming, they conceptually understood the issues I’d uncovered and what I proposed to rectify them.
- And they were eager to jump in and get started overhauling things on their end.
“…feedback I got from the team..."
- "My thought is WOW, I want this all now!”
- "Gotta run, but this is exactly inline with our thinking"
Challenges
Samples
NDA protected so, samples are purposely blurred or anonymized
Concept model - Hierarchies vs, Attributes
Concept model - close up (Hiherarchies vs. Attributes)
Guidance - Information Architecture
Product data analysis
Concept Model Becomes A Design
International technology retailer
Project Brief & Deliverables
Client was looking for a tool to enable its content authors to easily and accurately tag content for the voluminous number of pages on its international website. Our agency hired an expert in controlled vocabularies to educate the agency and the client to the concept, and explain how one would be used to enable content authors to tag content in an easy and consistent manner. However, the client had difficulty understanding the concepts. I was asked to create a visualization to make it easier for the client to understand how a controlled vocabulary could be employed for tagging content.- Concept Model (which became a UX design)
- Content Strategy
- Guidance
Impact
- Account manager was thrilled because the client finally understood how controlled vocabularies could be utilized.
- It was NOT intended to be a design, just a conceptual illustration. But, the third party firm which was providing the tool realized their standard tool was not sufficient for the client's needs so they took my visual model, exactly as designed, and built it as a custom interface for the client.
Challenges
Samples
NDA protected so, samples are purposely blurred or anonymized
Concept close-up
Wireframe sample
Wireframe sample
Wireframe sample
Concept Model Becomes A Design
International technology retailer
Impact
Concept Model Becomes A Design
International technology retailer
Project Brief & Deliverables
Client was looking for a tool to enable its content authors to easily and accurately tag content for the voluminous number of pages on its international website. Our agency hired an expert in controlled vocabularies to educate the agency and the client to the concept, and explain how one would be used to enable content authors to tag content in an easy and consistent manner. However, the client had difficulty understanding the concepts. I was asked to create a visualization to make it easier for the client to understand how a controlled vocabulary could be employed for tagging content.- Concept Model (which became a UX design)
- Content Strategy
- Guidance
Impact
- Account manager was thrilled because the client finally understood how controlled vocabularies could be utilized.
- It was NOT intended to be a design, just a conceptual illustration. But, the third party firm which was providing the tool realized their standard tool was not sufficient for the client's needs so they took my visual model, exactly as designed, and built it as a custom interface for the client.
Challenges
Samples
NDA protected so, samples are purposely blurred or anonymized
Concept close-up
Wireframe sample
Wireframe sample
Wireframe sample
Chat Widget
International technology retailer
Project Brief & Deliverables
Create an improved, interactive “chat” interface for an event to be held on the web site at various times during the year by the client’s engineers.
- Deep analysis of transcripts from prior year
- UX Design
- Point of view document for guidance to internal teams
Impact
- Overwhelming positive feedback from the client
- Successful run of the events for the year
Given the enormous challenges associated with the project, my boss’s response was...
“You’re tenacious. You will do whatever it takes.”
Challenges
Samples
NDA protected so, samples are purposely blurred or anonymized
Wireframe sample
Design close-up
Design close-up
Chat Widget
International technology retailer
Impact
And given the enormous challenges of the project, my boss’s response was: “You’re tenacious. You will do whatever it takes.”
Chat Widget
International technology retailer
Project Brief & Deliverables
Create an improved, interactive “chat” interface for an event to be held on the web site at various times during the year by the client’s engineers.
- Deep analysis of transcripts from prior year
- UX Design
- Point of view document for guidance to internal teams
Impact
- Overwhelming positive feedback from the client
- Successful run of the events for the year
Given the enormous challenges associated with the project, my boss’s response was...
“You’re tenacious. You will do whatever it takes.”
Challenges
Samples
NDA protected so, samples are purposely blurred or anonymized
Wireframe sample
Design close-up
Design close-up
Content Strategy – Forum
International technology retailer
Project Brief & Deliverables
Content assessment and point of view to inform and advise the creative team on appropriate site content to be up-leveled into a microsite for a specific audience segment (effectively, a social forum for IT professionals).
(While the deliverable is merely a Word document, the impact and result are significant.)
- Content guidance document
- Inquiries to equivalent personas in my personal network (for insights)
- Scouring content from many forums (to provide samples)
- Competitive research (for vetting my recommendations)
Impact
- My content strategy recommendations were proven to be spot on. (The creative team had maintained its belief that the microsite should be brochureware and paid a Flash developer to have that experience built. It was an epic fail.)
- Additionally, the account team shared with me that the client made several statements as to what the experience should be like and each of the comments mimicked a point I had made in my recommendations.
“Maureen nailed it.
The client told the creative team, “This is pretty but you don’t understand our audience.”
Everything in Maureen’s document was spot on to the audience.”
Challenges
Samples
NDA protected so, samples are purposely blurred or anonymized
Content guidance sample
Content guidance sample
Content Strategy – Forum
International technology retailer
Impact
The client told the creative team, “This is pretty but you don’t understand our audience.”
Everything in Maureen’s document was spot on to the audience.”
Content Strategy – Forum
International technology retailer
Project Brief & Deliverables
Content assessment and point of view to inform and advise the creative team on appropriate site content to be up-leveled into a microsite for a specific audience segment (effectively, a social forum for IT professionals).
(While the deliverable is merely a Word document, the impact and result are significant.)
- Content guidance document
- Inquiries to equivalent personas in my personal network (for insights)
- Scouring content from many forums (to provide samples)
- Competitive research (for vetting my recommendations)
Impact
- My content strategy recommendations were proven to be spot on. (The creative team had maintained its belief that the microsite should be brochureware and paid a Flash developer to have that experience built. It was an epic fail.)
- Additionally, the account team shared with me that the client made several statements as to what the experience should be like and each of the comments mimicked a point I had made in my recommendations.
“Maureen nailed it.
The client told the creative team, “This is pretty but you don’t understand our audience.”
Everything in Maureen’s document was spot on to the audience.”
Challenges
Samples
NDA protected so, samples are purposely blurred or anonymized
Content guidance sample
Content guidance sample
SaaS Platform Redesign
Large talent recruitment company
Project Brief & Deliverables
The 2-phased, consultancy encompassed a variety of deliverables for a large, complex web application in the recruiting industry that serviced hiring managers, recruiters, and contractors alike, in a single digital marketplace.- UX audit
- Deep product exploration & testing
- User research
- Personas (crafting & guidance)
- Information Architecture overhaul
- UX design overhaul
- Process simplification
- UX education sessions for every department
Impact
- Was asked to present my findings and recommendations to the President and his Leadership team...and they were in awe.
- Despite having no access to actual users, my design was exactly what Microsoft had requested in a meeting with the VP, New Business.
- The President asked me to educate every department about the platform's UX issues. Immediately thereafter, the dev team, recognizing the value of my expertise, began seeking my input on all the work that was already in their pipeline.
“Maureen is one of the best Usability people that I have worked with in a long time…I highly recommend her for any UI redesign effort”<
- Senior Project Manager
- Systems Analyst
Challenges
Samples
NDA protected so, samples are purposely blurred or anonymized
Audit sample
Persona sample
Design close-up
SaaS Platform Redesign
Large talent recruitment company
Impact
SaaS Platform Redesign
Large talent recruitment company
Project Brief & Deliverables
The 2-phased, consultancy encompassed a variety of deliverables for a large, complex web application in the recruiting industry that serviced hiring managers, recruiters, and contractors alike, in a single digital marketplace.- UX audit
- Deep product exploration & testing
- User research
- Personas (crafting & guidance)
- Information Architecture overhaul
- UX design overhaul
- Process simplification
- UX education sessions for every department
Impact
- Was asked to present my findings and recommendations to the President and his Leadership team...and they were in awe.
- Despite having no access to actual users, my design was exactly what Microsoft had requested in a meeting with the VP, New Business.
- The President asked me to educate every department about the platform's UX issues. Immediately thereafter, the dev team, recognizing the value of my expertise, began seeking my input on all the work that was already in their pipeline.
“Maureen is one of the best Usability people that I have worked with in a long time…I highly recommend her for any UI redesign effort”<
- Senior Project Manager
- Systems Analyst
Challenges
Samples
NDA protected so, samples are purposely blurred or anonymized
Audit sample
Persona sample
Design close-up
