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User Experience Lead, Information Architect & UX/Usability Consultant Bryan Daniel UX

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Bryan Daniel. User Experience Lead, Information Architect & UX/Usability Consultant. UX. Systematically research the user’s needs and become their advocate…. Bridging the Gap. Effectively translate “the ask” and requirements of the Business to IT & Creative…. - PowerPoint PPT Presentation

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Page 1: Bryan Daniel

User Experience Lead, Information Architect & UX/Usability Consultant

Bryan Daniel

UX

Page 2: Bryan Daniel

For a successful customer experience (emerging device, enterprise application, web

marketing or web app project), you need someone who can

•Collaborate closely in an Agile Definition team and with a Delivery team to ensure that the desired user experience is delivered!

• Effectively translate “the ask” and requirements of the Business to IT & Creative…

• Elicit and elaborate the user stories: needs, tasks and goals of the user …

•Guide and collaborate with the Agile team stakeholders with the Business owners

utilizing best practices and thought leadership…

•Define the user experience with user stories, wireframes, mockups, prototypes, style guides & supporting documentation…

I’m that someone

Bridging the Gap

• Systematically research the user’s needs and become their advocate…

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ContentsRemote Work Case Studies & Work Product

Nissan Landing Pages – UX Architect & Program MgrCDE Site Discovery & Recommendations – UX Lead,

Business AnalystUnited Heath Group Salesforce.com Usability Audit & Recommendations

– Usability Lead, Business AnalystAT&T Mobility, Customer Digital Experience – Business

Analyst CapabilitiesTypical Deliverables

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Nissan Case Study and Work Product

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Nissan Landing PagesChallenge

• Worked 98% remotely from home in Arlington, TX• As User Experience Architect and Program Manager

o Overcome subterfuge of incumbent ‘agency of record’ that had originally produced corporate site and woefully inadequate initial version of landing pages

o Lead the geo-dispersed, multi-discipline team to redesign the user experience from the ground up

o Leverage a User-centered design approach in a retail environmento Bring a production partner to the table before budget was approvedo Conduct best practices and competitive researcho Optimize landing pages for search engines

• The Nissan landing pages had to be brought up to be competitive with other major automotive OEMs who had previously deployed sophisticated online shopping environments

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Nissan Landing PagesGoal• Produce a vastly improved user experience that is

best practices-driven• Integrating a wide range of stakeholder input • Drive consumers further down the buying funnel • Increase online leads• Increase online lead conversion

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Nissan Landing PagesResults

• Significant increases in performance of the landing pages for Fiscal Year 2009 over FY08

• Lead requests up 307% in FY08

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Nissan Landing PagesResults

Lead Requests

+307.59%

Actions +110.60%CPA + 5.56%

Impressions +110.24%Clicks +214.99%Click-through rate +49.83%

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Nissan Landing PagesChallenge• Existing user

experience was exceptionally poor

• Retail shopping suspects and prospects were not being moved further down the buying funnel

• Users’ needs, tasks and goals were highly neglected

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Nissan Landing Pages

“On behalf of our Zimmerman Nissan Division, I want to THANK YOU for your dedication and relentless hard work to see this project come to life. From initial responses, it is our understanding that Nissan is very pleased. I think that in coming days and weeks we will hear more and I am confident we will get nothing but positive feedback.

I have been building websites and technical applications for 15 years and this is, hands down, the smoothest, under pressure project I have

been part of.”Brandon Rowe - Interactive Account Director

Nissan Division, Zimmerman Advertising

Impressions +110.24%Clicks +214.99%Click-through rate +49.83%

Lead Requests

+307.59%

Actions +110.60%CPA + 5.56%

Client’s post-launch comment:

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DeliverablesUser experience design• Initial user experience and interaction design• Landing page user experience best practices

research • Collaboration with Zimmerman Creative Director

and Copywriter• Direction and coaching with Zimmerman Creative

Director and Copywriter• Interaction Design• Recommendations for Nissan landing pages design

of user experience • Default page• Segment level• Product level• Hispanic

• Initial Information architecture and site map• Mockups • Working wireframes development• Preparation of wireframes and recommendations for

client review• Collaboration for formalization of wireframes and IA• User scenarios and user flows• Evaluation of final wireframes 

Nissan Landing Pages

Business Analyst• Business requirements development• Functional requirements development• Writing & PowerPoint development for initial

presentation to VP of Strategy at Zimmerman (Francisco)

• Presentation to VP of Strategy at Zimmerman• Writing & PowerPoint development for initial

presentation to Nissan client: Sr. Manager, Regional Marketing

• Competitive research and documentation• Presentation and interview content writing &

PowerPoint development to Nissan stakeholders• Presentation and interview content writing &

PowerPoint development to Omnicom and vendor partner stakeholders

• Conduct interviews with Nissan corporate stakeholders

• Conduct interviews with Nissan Regional and field marketing stakeholders

• Conduct interviews with Nissan vendor partner and agency stakeholders

• Collate and analyze interview responses• Final interview responses report 

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Nissan Landing PagesDeliverablesProgram Manager • Charged with management-level decisions for

entire project• Embedded (as a contractor) on Account

Management team as Producer for the project• Championed new focus on user experience for

redesign• Conceptualization for information architecture for

redesign pages• Direct client-facing responsibilities: in-person, on

the phone and email• Direction and management of vendor partners’

project managers• Project planning and management of Master

project plan across four vendors and Zimmerman team members

• Executive-level communication and correspondence

• Coordination and communication with team members across a wide geography and 4 time zones: Los Angeles, Minneapolis, Chicago, Austin, Dallas, New York City, Nashville, Raleigh, NC, Washington, DC, Ft. Lauderdale

• Discovery and coordination of issues driving Online Media planning

• Discovery and coordination of issues/decisions driving Zip code processing application

• Recommendation of Production partner for engagement

• Information architecture (finalized)• Redesigned pages production: Flash & DHTML• Zip code processor application development• Content Management System (CMS)• Evaluation and recommendation of SEO

partner• Development of presentation to Nissan client • Training and certification in client’s CMS• Travel to Nashville, TN for client presentation• Research, recommendation and engagement

of User Experience/Usability testing partner• Evaluation of working wireframes• Usability testing• Research and acquisition of databases for Zip

code processing application• Presentation to Nissan client• Negotiation, conflict and resolution

management with vendor partners on scheduling and resource-related issues

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Deliverables Project Manager• Direction, management and coordination of vendor partners• Landing page production and Zip code processor application

development• CMS re-architecture• SEO coordination• User experience & Usability testing• Client-interface with Nissan client for coordination and discovery• Technical coordination, and discovery with Nissan interactive agency

vendor• Presentation to Nissan interactive agency vendor• Interface with Nissan interactive agency vendor for landing pages

hosting migration• QA of Zip processor application in staging and live environments• QA of landing pages in staging and live environments• Coordination, scheduling documentation and reporting of client and

vendor web meetings• Direction, collaboration and coordination with Zimmerman team

members• QA of application and web pages

Nissan Landing Pages

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Center for Development Excellence

Case Study and Work Product

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CDE UX Discovery & Recommendations

Working on client site for 3 days and then remotely from home in Arlington, TX for 5 weeks, as User Experience Strategist, employing a user-centered design approach, a discovery process of interviews and site analysis to document current stakeholder, company and user needs, to establish user profiles and strategic direction as drivers for final recommendations.

• UX best practices • System Architecture• Engagement Strategy • Content Management System• Card Sorting • Email Service Provider • Content Strategy • Mobile user experience

Challenge

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CDE UX Discovery & RecommendationsGoal: Client requirements gathering, assess current user experience and navigation, then make recommendations for improvements to user experience and site‘s information architecture. Recommendations for integration of third-party eCommerce, marketing and online training applications with traditional online and mobile considerations for primarily non-domestic delivery.

• User experience analysis of www.cderesources.com

• Facilitated and conducted • Content analysis and card-sorting• User interviews and workshops• User task analysis• Analysis of user interviews

• Recommendations for user engagement and content strategy

• Final recommendations documentation and presentation

• Requirements gathering and documentation

• Initially acting in BA role & transitioned to UX Designer role• CDE Critical Success Factors• General Requirements• Marketing and Email Requirements• E-Commerce Requirements• Content Management System Requirements• Course Management Requirements• Mobile Requirements

• High-level architecture

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Deliverables

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CDE Site ResearchDeliverables

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Discovery & Card Sorting

# Primary Function Description1 Site Registration Encourages the user to engage with CDE to opt-in for access to current and future unique information.

Streamlines the registration and purchase process.

2 Training & Courses CDE Seminars registration for:• Master's Certificate Program• USAID Seminars• CDE e-Learning modules• Events

3 About CDE Description of: • CDE• It’s history • It’s mission

4 Resources • Local Compensation Plans• White papers• Internet References• Software • Subscription Newsletter

5 Testimonials Testimonials from former training participants about:• How the CDE training courses helped them enhance the capacity of their organization’s local development

practitioners.• How they are now better positioned to bid on, win, and implement donor assistance projects.

6 Shopping Cart Functionality that allows the user to select one or multiple courses and/or items (Books, content subscriptions, etc.) and offers options to purchase the selected items. Displays discounts and total charges.

7 Careers (Future) Offering job opening postings and career development resource content, either through a strategic partnership with an organization such as Devex or with originally developed content.

8 Blog The CDE blog, usually maintained by an individual, provides regular entries of commentary, descriptions of events and will provide news on a particular subject. It will need to be determined if the CDE blog will enable the readers to leave comments in an interactive format as part of the blog.

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Deliverables

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CDE Site RecommendationsDeliverables

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CDE Site RecommendationsDeliverables

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Proposed Home Page WireframeDeliverables

# Primary Function1 Site Registration

2 Training and Courses

3 About CDE

4 Resources

5 Testimonials

6 Shopping Cart

7 Careers (Future)

8 Blog (Exists on Current Site)

9 MyCDE

10 NavLinks

11 Development News (Future)

12 Promotional Area (Future)

13 Logo – Links to Home

14 Header Graphic

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72 4 11

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1413

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2 3 5 8 4 9

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CDE Web Site ArchitectureDeliverables

Initial Recommended State

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Defined architectureand UX to completely redesign CDEhome.org to create a position of de facto leadership and deploy a sophisticated eCommerce environment to build a strong revenue generator.  

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CDE Web Site Architecture

Deliverables Recommended Future System State

Future architecturestate recommended to deploy a sophisticated eCommerce environment, to include:

•CRM•eCommerce•eLearning Mgmt System•Automated Email System•CMS•Registration

System•Consolidated Db

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Page 24: Bryan Daniel

United HealthCare

Group

Case Study and Work Product

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UHG Salesforce.com Usability AuditChallenge

Working from agency’s office in Frisco, TX and from home in Arlington, TX, as User Experience consultant, conducted a discovery process of interviews and page-by-page app analysis to document current state of Salesforce.com custom implementation, as well as user needs, to establish tactical and strategic direction as basis for recommendations.

• UX Design Approach presentation • Page-by-Page Application Analysis

• Global Recommendations • Wireframes to support recommendations

• Glossary of Terms • Usability & Navigation recommendations

• Page & Navigation Mockups • Quick hits & Long-term recommendations

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Salesforce.com Usability RecommedationsGlobal recommendations for UHG Salesforce.com

• Global Tutor• Page titles• Labeling• Above the Fold• Header issue• Primary Navigation• Global navigation• Chatter widget

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UHG Salesforce.com RecommendationsPage-by-Page analysis and Recommendations• Annotated and numbered comments• Quick win: Enhancements or

improvements that can be implemented quickly

• Long-term win: Enhancements or improvements that will require significant lead time to implement Header issue

• Substandard usability notated: User experience needs immediate attention

• Less than optimal usability notated: User experience needs attention

• Great usability notated: Strong user experience.

• Good usability notated: Positive user experience.

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UHG Salesforce.com RecommendationsSupporting Wireframes

• Recommended wireframes development

• To illustrate recommendations, rapidly produced wireframes with page state change

• Detailed Notated wireframes

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UHG Salesforce.com RecommendationsGlossary of Terms & Legend

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UHG Salesforce.com - UX Design ApproachUX Design Approach presentation

• Scope did not include user research

• Recommended developing presentation for client education

• Rapidly produced presentation with sources and samples that I provided

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AT&TMobility

Case Study and Work Product

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AT&T MobilityChallenge

With all our clients in Atlanta, GA offices, worked remotely from AT&T’s offices in Plano, TX and Richardson, TX and occasionally from home in Arlington, TX, as a Business Analyst from CGI embedded on team, involved as e-Commerce team member.

RoleeCommerce Business analyst for AT&T Mobility Customer Digital Experience team, for service & support web and mobile applications

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AT&T Mobility eCom Business AnalystActivities• Worked with business clients in Altanta, GA offfices• System requirements/Content matrix (CMX) support

for multiple AT&T Wireless Support applications via analyzing existing business requirements

• Formal Agile team and Scrum training• Content matrix (CMX ) Subject Matter Expert (SME)

for Business Requirement team• Conducted training for CMX preparation,

development and maintenance for Business Requirement team members in Atlanta, Dallas and Bothell, WA

• Interviewed multiple SMEs, technical and business stakeholders for content and detailed business rule development within ATT.com support domain

• Wireframe/HTML development/review process/iteration process with Customer Experience Team (CXT) across multiple time zones and geographies

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Deliverables• Formal Agile team and Scrum training• Content matrix (CMX ) Subject Matter Expert

(SME) for Business Requirement team• Conducted training for CMX preparation,

development and maintenance for Business Requirement team members in Atlanta, Dallas and Bothell, WA

• System requirements/Content matrix (CMX) support for multiple AT&T Wireless Support applications via analyzing existing business requirements

• Interviewed multiple SMEs, technical and business stakeholders for content and detailed business rule development within ATT.com support domain

• Wireframe/HTML development/review process/iteration process with Customer Experience Team (CXT) across multiple time zones and geographies

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Bryan DanielUX Design CapabilitiesUX

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UX CapabilitiesProduct Development

Using User-Centered Design methodology incorporating online user behavior, user research, usability, information architecture, editorial consulting, accessibility, visual design, interaction design, and animation

Understands Business DriversQuickly understands project business drivers and objectives to

synthesize effective solutions within scope

Visual DesignCreative direction, creative development, copywriting,

collaborating and managing User Interface visual design teams

Expert resource management Project management timeline development, time management,

writing and presentation skills

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CapabilitiesFast-Paced

Demonstrated success in a fast-paced, interactive-agency-style environment including JWT and Tribal DDB

Best practicesHands-on experience applying digital marketing best practices,

including Web 2.0, SEO to produce effective online campaignsCreate

Natural and proven ability to articulate and develop and/or elaborate on creative concepts and visualizations

InnovateNew concept and idea innovation for clients and senior

management (agency leadership and client senior management)Measure

Define and measure success metrics to demonstrate UX ROI on client engagements

Translate Ability to translate technical concepts to a non-technical audience

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CapabilitiesCommunicate

Stakeholder communication with internal and client contacts at all levels of an organization

ArticulateClear, compelling concept, sales & status presentations

EstimateAssess scope and level of effort for new projects

PassionateA passion for user engagement strategies

RelateAbility to build both internal and external cross-functional

relationships and collaborate closely with team members, managers, and executives across the enterprise

Medicate(okay, it’s the only word that fit with my theme)Pharma & Healthcare experience with Eli Lily, P&G Pharma,

Campbell-Wilson Consulting37

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Bryan DanielTypical DeliverablesUX

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UX DeliverablesTypical UX deliverables:

Requirements Gathering – BRD & FRD User interviews, workshops and analysis User-centered design consulting Stakeholder interviews & workshops Persona creation & documentation Usability & User Experience Audits User Story development & grooming Initial UX concepts Wireframe development High fidelity mockups and/or prototypes

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UX DeliverablesTypical UX deliverables continued:

Content strategy Content matrix for CMS Task analysis Card sorting exercises Application flow and navigation UI specification documentation User flow development and documentation Mind mapping SEO consulting Consultation for Creative, UI & IS Development

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For a User Experience that gets results

UX Contact [email protected]

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