Delivering services not solutions
I believe in order to create a seamless, delightful and effortless user experience, each component must not only be designed correctly but they must also be integrated to work with each other.
My aim is not to just deliver another digital product but to create a service that improves the experience of your customers as well as your employees.
I love talking to people, learning from data and transferring complex problems into simple journeys.
Here's an outline of some of the practices I incorporate through my process.
Solve the right problem
The key to solve the right problem is to really understand your users and get a deep understanding of the process.
It will be one of the most important phases in your design process.
Here are some of the techniques I use which can be fitted to your budget and timeframe to get the best outcomes:
- User interviews
- Contextual enquiry
- Focus groups
- Survey
- Expert review
- Competitive review
- Customer statistics
- User journey
- Service mapping
Validate the right solution
Once you have fully understood the broader service landscape, researching the real needs and problems faced by your users, and understanding the policy intent and technology constraints, it's time to explore multiple solutions (one of my favourite parts of the process).
I can help you with leading:
- Ideation workshops
- Hypothesis framing
- Expert review
- Prototyping
- Product testing
Design an end-to-end service
When it comes to designing a minimum viable product (from a tested prototype), it's important to make sure it's accessible service and allow a set of users to trial and use feedback to improve.
Key areas I focus on:
- Design execution
- Seamless user flow
- Accessibility
- Working closely with development team, product manager and subject matter experts to deliver the best solution
- Continuous testing
