Portfolio

ARBITERSPORTS (2019 - 2020)

Reducing creation time of referee eligibility requirements by 5000%

SITUATION
Over the years, many products for various different personas had been built, causing a disjointed user experience. Performance problems were rearing their ugly head, usability had been neglected for too long, and as a result churn was starting to occur.

TASK

• Reduce churn & increase renewals.
• Increase # of processed payments.
• Set a new bar for usability.

ACTION

I spent time understanding our current product, users, and their pain points. I brought stakeholders from across the company into my process. I conducted contextual inquiry to learn from users in their environment. I did an content-inventory of our current product and a card-sorting study to test my ideas. Once designs started to materialize I tested them with usability testing and 6 Thinking Hats feedback session with some key clients. 

RESULTS

• 5000% reduction in eligibility requirements setup time
• 2500% reduction in registration setup time
• Solidified client relationships with 1200+ schools and 11 state associations
• Landed the 2nd biggest deal in company history.  

OMADI (2018)

Increasing same-day tows by 28% through mobile app redesign

PROBLEM
Sync & performance issues, painful usability, high task completion time 

PROCESS
Stakeholder interviews, data analysis, IA mapping, proto personas, affinity diagrams, contextual observation, user interviews, concept sketches, wireflows, high fidelity mockups, usability testing. 

SOLUTION
Only sync information drivers need, all towing types in one list, geo-tagging, consistent workflow for all jobs, interactive photos & damage reporting, mobile payments, eliminate time consuming inventory. 

OUTCOME
• 15x reduction in down time (performance)
• 12x reduction in task completion time (drastic improvement in both usability & safety)
• 28% increase in same-day tows. 

DIGITAL GUARDIAN (2016 - 2017)

Increasing threat detection efficiency by 157% (cloud web app)

PROBLEM
Protect from outsider data & intellectual property threats at scale in cloud/networking environments, easier analytics/reporting for analysts (provide the tools to allow them to find the needle in the haystack), & provide ability REMEDIATE threats as well as detect them. 

PROCESS
Industry/problem space research & training, swim lane diagrams, cross-functional white boarding sessions, wireframes, interactive prototypes, usability testing, annotated mockups, production CSS styling.

SOLUTION
Enabled analysts to build their own complex threat detection dashboards quickly (configure the content & binding relationship of each widget--not just selecting from templates), set up rules, process tree and "investigation" workflows, with real time remote retrieval of stolen data & security threat mitigation. 

OUTCOME
• We discovered "Wanna Cry" cyber attack within minutes mitigating the risk to customers
• 157% increase in efficiency of threat detection
• Enabled connections & reporting that were impossible before

INMOMENT (2015)

Answers CX (Prototype)

Designing a CX solution to provide corporate leaders of large food service enterprises responsible for managing feedback from hundreds of locations worldwide actionable insights that help them increase revenue and customer loyalty.

Company:    InMoment
Medium:      Mobile-first Web App
Year:             2015
Role:             UX / UI Designer

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