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Collaborative design session

The aim of user experience is to understand how people think, make descisions and interact with your app, online offering or service. Understanding the drivers, needs and intentions that customers have can help provide a great user experience. I use various UX methodologies to undertand mental models, social and cultural influences, intent (needs and drivers or motivations), as well as variances in attitudes and behaviours. An important part of the work I do it to highlight the 'voice of the customer' within the projects I work on.

As a UX/Interaction Designer I am responsible for conducting research, delivering user testing sessions, facilitating collaborative design groups, card-sorting sessions, key finding reports, user experience flows, interaction diagrams, information architecture (IA), mockups/wireframes, prototypes, visual UI design, HTML and CSS and detailed interaction documentation.


Service design blueprinting


Supporting service design workshop resources

Above the line Below the line   Priortising pains and gains   Priortising the work Estimating value  Reference sheet


HCD (Human Centered Design) Approach for product and service design

A problem-solving approach that puts people at the core when you need to both understand and provide suitable and meangingful design solutions. Starting with a dedicated problem identification (and articulation) phase that helps to intentionally design and measure all solutions against the customer needs, pain-points, value exchange, concerns, behaviour & habits and expected outcomes.

A HCD design approach


Lean UX cycles (presentation)

Agile cycle with UX Lean UX Cycle What is Lean UX...
Lean UX design cycles

The design loop
The design loop


Why we do customer research (story board)

why we do customer research infographic


Mental Model diagrams

Mental models and user experience flows help designers, developers, UX & IA staff and project managers understand the relationship peoples attitudes, learning types and their actual behaviour when interacting with physical or digital media, products & services and their environments. Mental models can also help identify common patterns as well as gaps or differences amongst a target audience.


IRD Non Profit services mental model
IRD mental model mapping for Non Profit services


How design services integrate with other project groups


Mental model example Using mental models to synthesise key research findings, identify value for customers and help prioritise MVP and future releases


Mapping user experience flows (based on customer research)

Mapping credit card scenarios for a customer
Mapping credit card scenarios for a customer


Rapid prototyping in product teams

Rapid prototyping design
Rapid prototype design collaboration board


UX research outputs and insights

User Testing report 01
Usability testing reports

UX persona
UX persona

Visual insights sheet
Presenting research as visual insights


Service design blueprinting outline

Service design is ideal for capturing not only the customer journey but also how an organisation delivers that experience at every touchpoint. Applying a front-of-stage (customer experience) and back-of-stage (service delivery) approach helps identify pain-points, frustrations, gaps and opportunites for organisations.


Service design blueprint
Service design blueprint including touchpoints, actors, systems, observations, critical moments, follow-up questions and future ideas.


Conceptual models in product discovery

Encapsulating various customer mental models into a structured solution uses a design technique known as a conceptual model. This type of model accommodates how customers categorise and relate to different tasks and information.


Conceptual model for banking


Conceptual model for mobile app


UX tools and canvases

The project journey
Capturing the project journey

Scenario modelling
Scenario modelling tool

UX Roadmap
Creating a UX roadmap