Context

Thousands of people can stream through any given building within a 24-hour period, and manpower can only do so much to maintain safety and order. Many businesses use analog tools like 3-ring binders and bulletin boards to keep track of who comes in and out of their buildings. Without modern software tools, customers leave their facilities open to significant security risks and increased costs.

Key Contribution and Impact

I led the end-to-end experience direction for a new identity and access management software for enterprise companies to manage people flow within their multiple sites. During this time I established processes and workflows that aligned my team on business objectives and customer needs, including leading cross-functional leadership workshops, planning and executing on generative and evaluative user research, iterating and delivering high-fidelity designs and prototypes, and creating multiple collaboration and feedback channels.

Over the course of a few months, I grew a team culture of shared understanding, frequent collaboration, and research-driven decision-making in a new product. With the UX strategy and processes I established with my cross-functional team, we built and released the product into the market in less than a year which will bring $22M in revenue in 2022.

Learnings and Takeaways

Iteration of Processes is just important as Iteration of Design. Being on a fully distributed, remote team, we didn’t have opportunities to run into each other in the hallway or tap on each other’s shoulders to share a quick update or give a piece of feedback, and over time the aggregate loss of those moments can add up to big blockers like miscommunication and misalignment on priorities and strategy. That’s why I established regularly occurring collaborative workshops and reviews with my cross-functional partners to strategize on upcoming tracks of work and share constructive feedback on not only my designs but also my priorities and roadmaps. I also experimented with different asynchronous feedback loops to minimize wait times and keep moving forward on my design work.

New product, new team, new processes

This was a completely new product with a newly formed team, which meant we had people coming in with different backgrounds, experiences, assumptions, and priorities. In order for us to collaborate and operate smoothly, I wanted to make sure we were diligent about maintaining shared understanding as consistently as possible. I established and templatized quarterly roadmap planning, synchronous and asynchronous design reviews, and workshops that set precedents with my partners, contributed to dev momentum and created clear, trackable design output, and overall increased overall team efficiency.

Balance between outcome vs output

There were times when I struggled with my partners on choosing delivery momentum and prioritizing meeting deadlines over building features and functionality that would have high customer impact and were supported by research.

I achieved a major breakthrough when I combined research data with domain and historical knowledge from technical customer support specialists in order to gradually achieve buy-in and build the value of proper customer research in our product cycle.

Coca-Cola Mobile App

A personalized app experience that rewards Coca-Cola fans. As a UX team of one, I lead the UX strategy and execution.

👉 UX strategy, wireframes, UI design, client project

Hospitality Concierge Chatbot

A hospitality-based conceptual concierge mobile app that acts as your trusted local guide throughout your hotel stay. As the sole UX/UI designer in a cross-domain team, I delivered personas, user scenarios, wireframes, and a UI mockup flow to our client.

👉 UX strategy, wireframes, ui design, conversational design, concept, client project