by carol_santanna | Jan 31, 2022 |
HP – UX Design & Strategy – Hybrid Working (fully remote project) ________ UX DESIGN LEAD ________ While the shift to hybrid has given people freedom to work from virtually anywhere, the way people work together, both in and out of the office, is evolving. 80%* of executives are changing office spaces to focus more on collaboration. Hybrid work is about more than working remotely. With most companies investing in ways to upgrade conference rooms, the office is shifting from a place where people go to work to a place where people gather to work together. IT teams are also challenged with keeping people connected with productive and secure technology, making conferencing and collaboration solutions a top priority for 67%* of IT departments. Design Thinking In September 2021, I joined the project team working with HP to create an improved user experience on the complex hybrid work universe we are living post-COVID pandemic using Design Thinking techniques. During this 12 weeks discovery project, we worked to de-risk assumptions, prioritising, testing and learning about the key assumptions from the future customers – so we can inform the design and build of software, hardware, spaces and employee wellness and productivity metrics solutions. 90+ hours of customer insight conversations Multiple moderated and unmoderated research pieces 12x clickable prototypes and mockups Multiple online workshop facilitation sessions with stakeholders Informed offer design (learnings + implications on experimentation and offer design) Working with agility When designing workplaces that enable anytime, anywhere work and collaboration, we wanted to test assumptions under in-flight propositions (e.g. desk booking solutions), starting with a good amount of insights...
by carol_santanna | Jan 31, 2022 |
The Economist – UX Design & Strategy – Design Templates & Ways of Working (fully remote project) ________ UX DESIGN LEAD ________ The Economist Group is the leading source of analysis on international business and world affairs. They deliver information through a range of formats, from newspapers and magazines to conferences and electronic services. What ties the group together is the objectivity of their opinion, the originality of their insight and their advocacy of economic and political freedom around the world. In February 2020, I joined the project team working with The Economist with the responsibility of leading the delivery of the a set of design templates and visual libraries as well as a revised strategy for their team ways of working. The challenge was to create a visual library that would suit a multitude of partners of their online publications whilst keeping visual consistency with their on branding guidelines. Their internal digital team was also in need of updating their tooling, systems and the way they interact with each other. The Problem The Economist Intelligence Unit Content Solutions team finds themselves spending too much time designing simple websites and wants to focus their time on the more interesting, complex, bespoke and profitable designs. The Solution Our proposal was to create a design component library to enable them quick and easy collaboration as a design team, using up to date tooling and ways of working. Our goal was to help, teach and empower them to create, expand and maintain this component library. The Process We took them on a one month journey of new ways of working,...
by carol_santanna | Oct 8, 2019 |
Heathrow Airport – UX Design – Services Booking Website ________ UX DESIGN LEAD ________ Heathrow Airport, also known as London Heathrow, is a major international airport in London, United Kingdom. Heathrow is the second busiest airport in the world by international passenger traffic, as well as the busiest airport in Europe by passenger traffic, and the seventh busiest airport in the world by total passenger traffic. In 2018, it handled a record 80.1 million passengers, a 2.7% increase from 2017 as well as 477,604 aircraft movements, an increase of 1,821 from 2017. In June 2019, I joined the project team working with Heathrow with the responsibility of leading the delivery of the services booking website for the large airport. The challenge was to create a seamless user experience on a complex system that offers car parking, lounges and fast track options, enhancing the costumers airport experience. Team work and stakeholders management Working with various members of the project team and the business to understand the business requirements for new features or enhancements with senior stakeholders and end users through face to face meetings, understanding any technical or process constraints, analysing any existing customer feedback and/or analytics. Prototypes and Wireframes I also had responsibility for wire framing and prototyping concepts and designing digital products. Sketching early ideas, producing wireframes or prototypes to show journeys and interaction. Redesigning existing journeys and how this will affect the design ecosystem, working with the team to ensure the best solution. User Flows Analysis and UX Recommendations Wireframes and Annotations Design System The Design System followed the company’s style guide, with a library of icons, font styles, colours, controls and interface modules, aligning...
by carol_santanna | Apr 25, 2019 |
Waitrose – UX & UI Design – Supplier Portal ________ UX DESIGN LEAD ________ Waitrose & Partners is a chain of British supermarkets, which forms the food retail division of Britain’s largest employee-owned retailer, the John Lewis Partnership. Its head office is located in Bracknell, Berkshire, England. Waitrose & Partners has 353 shops across the United Kingdom, including 65 “little Waitrose” convenience shops, and a 5.1% share of the market, making it the eighth-largest retailer of groceries in the UK. They also export products to 52 countries and have locations in the Middle East. In November 2018, I joined the project team working with Waitrose with the responsibility of leading the delivery of a supplier portal for the large supermarket chain. The challenge was to change the (mostly) offline and complex service and improve the ways of working off all involved on Waitrose’s time to market in a sustainable manner. Team work and stakeholders management Working with various members of the project team and the business to understand the business requirements for new features or enhancements with senior stakeholders and end users through face to face meetings., understanding any technical or process constraints, analysing any existing customer feedback and/or analytics, conducting research to understand the need better where possible (usually conducting desk based research and asking around without the ability to conduct conventional user research). Prototypes and Wireframes I also had responsibility for wire framing and prototyping concepts and designing digital products. Sketching early ideas, producing wireframes or prototypes to show journeys and interaction. Monitoring existing journeys and how this will affect the design ecosystem, working with the team (front-end developer, back-end developer, business analyst and...
by carol_santanna | Apr 25, 2019 |
Burberry – Discovery Phase & Design Thinking Workshops – Supplier Portal ________ UX DESIGN LEAD ________ In February 2019, I joined the project team working with Burberry with the responsibility of leading a discovery phase project for the high fashion brand. I was responsible for creating a four weeks Design Thinking Project Plan and create outputs and requirements (user stories) for a high level project budget. I prepared four Design Thinking workshops to engage the client on collaborative strategies to create a list of user needs and requirements, personas, design principles and prospective experience map. The workshops were: “Design Thinking & Learning from People”, “Finding Patterns & Defining Design Principles”, “Make Tangible – Creating specific ideas” and “Make Tangible – Iteration Session”. The workshop’s objectives were to transfer knowledge from the design team to the project stakeholders, introducing the Design Thinking process and bringing them on a collaborative journey with rapid ideation exercises like brainstorming, post it walls, sketching wireframes, challenging assumptions and rough prototyping. The workshops results were also delivered on a final document including findings tables, photos, user personas, prospective experience map and user needs and requirements. Stakeholders management and User Research Working with various members of the project team and the business to understand the business requirements for enhancements on the service, understanding any technical or process constraints, analysing any existing customer feedback and/or analytics, conducting research to understand the need better where possible. User interviews with external users (vendors) and internal users (business stakeholders) were carried out to understand the entire pool of different people involved on the service. The interviews were done both remotely over the...
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