From Scenario to Solution

Site visits and internal audits provided flow information from a user perspective, as well as legacy sequence requirements.  Understanding  both perspectives allowed  conversations on next best steps for user needs along with technology opportunities.

From Scenario to Solution

As part of my process I lead ongoing collaborative exercises for the project that included teams from executive stakeholders, management, development, test and UX.  The purpose was to find viable options for UX direction that  addressed ideas from all teams.

From Scenario to Solution

Collaborative exploration grounded in scenarios allowed early technical evaluation of information architecture. The site-map accounted for information patterns used for specific roles, shared overlaps in roles and information, resulting in optimal task flow and data routing. Benefits included validation of role based data segregation, security, and  flow. This drove both data structure and UX navigation.

From Scenario to Solution

Team efficiency requires understanding of discreet steps within a scenario. Creating lower level flows improved interaction evaluation and efficiency.  High level scenarios with detailed user flows drove  a consistent  improvement process for behavior and interactions and became a key factor in client and team success as a continuous vetting and improvement process.  This method empowers both design thinking and agile methods at an interaction level. It also allowed QA test creation pre-code.

From Scenario to Solution

Rapid formative prototyping provided quick alternative designs on-line that were shared across geographies as a way to both bring stakeholders and collaborators on the journey while vetting designs.

From Scenario to Solution

Once initial direction from low fidelity prototypes was approved, increased fidelity provided an exploration into initial layout, look, and brand feel, along with more refined placement and standards integration. This kept costs low while bringing clients and teams through continued refinement including user acceptance testing. I lead efforts with internal and customer collaborators.

From Scenario to Solution

Design iterations provided opportunities to solution experience improvements such as providing progressive disclosure based on user focus. The UX below shows contextual transparent filtering.

From Scenario to Solution

Continued iterations included better understanding user experience through common mental models across roles, resulting in a time-line interaction model that complemented the progressive disclosure design approach. Interactions using this model moved users away from reliance on calendar systems and paper notes and allowed them to retain focus in a highly interrupted complex environment.

From Scenario to Solution

Refining overall look and behaviors improved customer satisfaction  and met business expectations for a modern experience.  This innovative dashboard matches an agents mental model with a scalable time-line representation. It is the first  experience where agents could quickly organize work for the month/week/day and work through multiple client calls simultaneously. Efficiency gains provided users with capabilities that were previously not available, or were in multiple complex systems with different behavior patterns.

From Scenario to Solution

Keeping UX actions where the agent is focused helps them concentrate on the task rather than interface actions.

From Scenario to Solution

The summary time-line lets sales leads understand all sales and delegate to marketing assistants as needed.

From Scenario to Solution

Here the executive sales lead can easily collaborate with the marketing team.

From Scenario to Solution

This time line drill in allows the lead to hand off the engagement to the marketing agent , including detailed client conversation. The drill in experience helps marketing agents quickly understand client context while multitasking across calls.

From Scenario to Solution

It's easy for marketing agents to see detail and task switch across accounts and submissions, using their preferred mental model of a time based task model.

From Scenario to Solution

Here the agent can send invites to all markets at one time. In this case an efficiency gain of approximately 10x.

From Scenario to Solution

A task list promotes processes critical to an agency. Checks make it easy to understand context and provide detailed context as the conversation progresses.

From Scenario to Solution

Additional contextual detail for each agency is allowed through a framework pattern that meets preferred processes per agency.

From Scenario to Solution

Process details are available across different tasks provided in the marketing process. The pattern framework provides data needed per agency.

From Scenario to Solution

To understand additional data at detail,  a process based navigation allows agents quick access into sub processes across and within  submissions.

From Scenario to Solution

Process based navigation allows both a linear and non-linear approach, which can be regulated by the agency to meet business requirements. This allows agencies the option, and improves the speed of information intake for many companies.

From Scenario to Solution

Agents can use the submission level input for information generic to all carriers, and drop down to the carrier level to fine tune detail. This allows increase in efficiencies for preparation of information, communication, hand-offs, and training within the agency.

From Scenario to Solution

Being able to view information within the context of the process saves agencies more than 50% organizational time. Previously each form had to be opened separately.

From Scenario to Solution

Showing scroll detail for interaction purposes. Alternatively, browser scroll and resize offer more information per process stage.

From Scenario to Solution

Detailed contact information offers personalization previously not available at the agency level. Having consistent information improves company communication and brand experience.

From Scenario to Solution

Communication around each document and the overall submission quickly brings an agent up to speed, easing task switching and allowing more efficiency and client support. This provides a personalized client/agent relationship, providing increased understanding of needs and trust in the business.

From Scenario to Solution

A collaboration portal supports communication between the insurance agency and a client, supporting easy client access to the agency and the policy. Alerts show the client the  policy is up for renewal. Documents, next steps, and alerts are automatically populated to support task flow. Users can add supplemental documents as needed. Messaging and email notifications bring the need to the clients (and agents) attention.

From Scenario to Solution

Another concept that grew out of this project was a company wide  UX component model that was developed into a cross application UX framework. The outcome was a library of repeatable UX patterns that reduced cost and effort to produce and use, benefiting both the company I worked for and its clients.

Enterprise Sales Content Management and Distribution XD working canvas

This represents a refined view of requirements after analysis. It was used to communicate UI patterns and content structure. Design innovation here is an IA based on a book chapter format pattern. Each Market Unit and Offering follows the chapter pattern, providing consistent brand voice,intuitive navigation, and easy content aggregation across all materials.

Enterprise Sales Content Management and Distribution XD working canvas

Here is an overview of the wire frames in Adobe XD, showing problem solving for moving from inherited full desktop display to how cards would work to re-arrange that content.

Enterprise Sales Platform - Wireframes

These are first iteration wire-frames based on a vetted sales preparation scenario.

In this set a sales lead goes to a content site to gather materials that will be shared across teams and geographies in preparation for a pre-sales meeting.

Enterprise Sales Platform

Sales lead selects and filters appropriate content.

Enterprise Sales Platform

The sales lead reduces the content areas to

focus the team on the 1st meeting with a new customer.

Enterprise Sales Platform

The sales lead shares out the content as cards for the upcoming meeting

Enterprise Sales Platform

The lead messages the team on the sections,

giving team members different areas to cover.

Enterprise Sales Platform

The lead watches ratings on cards to see what works well

as a best practice as candidates share content with the larger sales community.

Enterprise Sales Platform

An additional slide showing naming convention the team used during design and development costing.

Enterprise Sales Content Management and Distribution

Proposal UX: Sales teams need targeted content to prepare for engagements, from first contact to deep dive customization detail. With 1200 pages of content, a quick path to concise and effective content packages geared to specific customers was needed. My task was to identify the best platform and pitch it to leadership. The proposal: A mobile first, automated content promotion system for continuous improvement.

Enterprise Sales Content Management and Distribution

The create action provides content packaging  in preparation for specific team meetings if current content groupings don't fit the need. This added content is then rated by a weighted intelligent system, and promoted or demoted based on use and associated value.

Enterprise Sales Content Management and Distribution

The experience opens up content selection, providing quick recognition through content level groupings.

Enterprise Sales Content Management and Distribution

Sales team members can rate content effectiveness, which is added to other KPI's such as frequency of use per region, number of views, number of discreet users, etc. The platform can promote content based on ratings and content relationships to continually improve sales effectiveness.

Enterprise Sales Content Management and Distribution

Using the content view in the creation process allows team collaboration in refining content through editing, commenting, and sharing through messaging or email.

Enterprise Sales Content Management and Distribution

Comments make it easy to focus on specific areas. Sharing allows messages at a high level, but can also refer to specific comments. Making collaboration easier.

Enterprise Sales Content Management and Distribution

Sharing can be directed to specific team members or the whole team. Once the content is shared, the designated team will see the new content when they open the application (shown as 'First Contact' here.

Enterprise Sales Content Management and Distribution

Information such as ratings and collaborators can be viewed at different levels to easily gain contextual understanding as well as team members qualitative views of content effectiveness.

Adding Process Filters for Better Library Access

This is the state of the CMS when the project started. Although it was the same starting point as the CMS replatform, the goals and project were a different ask and different effort.

Adding Process Filters for Better Library Access

The initial wire-frames progressed through various states. The one show below was done after identifying roles and interviewing to learn how each role used the site. Process filters and a content preview were key solutions to improve content packaging and increase use.

Process Filters for Quick Library Access

The final solution was based on using known role based processes as a library filter set so that  workers could quickly filter to the stage and files they need for their current context. Communication on resource improvement was critical to success. The project was prototyped in Zeplin.io and the interaction guide provided stakeholders and developers clear  understanding of behaviors.

Process Based Filters for Intuitive Library Access

Preview asset across file types. Link allows page navigation for more information

Adding Process Filters for Better Library Access

Sharing is a frequent activity and is available through preview, improving interaction speed

Adding Process Filters for Better Library Access

Filters are stage or process based. Process selection is based on customer interviews to find the most common mental model. Filter speeds selection and improves communication on finding assets

Adding Process Filters for Better Library Access

Instructions for files that don't have a preview available. This is a technical requirement due to bundled assets

Adding Process Filters for Better Library Access

A short video was created to provide quick learning

Adding Process Filters for Better Library Access

Adding contacts per content area was added to make it easy to facilitate content questions and feedback at the right levels

Adding Process Filters for Better Library Access

Detailing email interaction for development

Adding Process Filters for Better Library Access

Maturity scores help users understand how content is rated for their region, and globally

Adding Process Filters for Better Library Access

Instructions for finding assets when no filters are selected for ease of use

Adding Process Filters for Better Library Access

Detailed interaction guide for development. Each item is detailed in a separate document area

Adding Process Filters for Better Library Access

Showing button state on a single page for ease of development. As features were added buttons were appended