At MediaHint I led an iterative approach to designing our product’s user experience. Using daily customer feedback and measurable analytics such as monthly revenue and subscription cancellation rates, I was able to gauge the success of implemented changes and evaluate user challenges.
While I believe measurable statistics – revenue growth, new sign-ups, web sessions, etc – are vital to fully understanding a product’s position, caring about the human-centric measurements like how a user feels about your brand, whether they enjoy using your product or are frustrated by it, and does it help make their life better or easier; these are the things that differentiate leading companies.
Over the course of 18 months through an iterative process, I leveraged the valuable feedback I gained while managing customer support to improve the overall usability, accessibility and user flow of MediaHint’s signup process, account interface and support portal. With each design change, I helped shape a product that was more in tune with customer needs, more intuitive to interact with and more accessible to users worldwide.
As a user experience designer, I think beyond how something looks and consider how it works and behaves. By thinking from a user-needs perspective, we can develop a structured experience that blends intuitive design with complex interactions.
The following examples map the user journey through initial registration, approval and login processes for the developer portal of Xfinity® services. I worked directly with the product management team at Comcast Xfinity® to understand their target audience and define a user flow that met their internal requirements while maintaining a strong brand connection and cohesive user experience.
Throughout the wireframe and design process, we focused on anticipating various complex use cases and created scenarios that gave the Xfinity® staff flexibility in handling user situations and scaling for future growth.
I am always excited to build new platforms and products that impact how we interact with each other, how we learn and how we do business.
This product, Thorton, was an opportunity to take the best portions of an existing, enterprise level CMS and create a new platform for online development that could scale quickly and adapt to rapidly changing web technology.
As the User Experience Designer and Product Manager, I focused on a human-centric strategy throughout all phases of this project.
I leveraged my research and critical thinking skills to create well-defined product goals and requirements. I worked with our defined personas and user stories in mind at all times – from high level scenarios like “What is my user trying to accomplish?” to detailed feedback loops such as “What will they expect to happen if they click this button?”.
The following designs are a sampling of the complete user interface I designed for this product.
Explore more Thorton user experience design in User Account Modeling.
I have in-depth experience leading teams in developing complex systems and user experiences for websites and web-based applications. I understand best practices and keep current on evolving industry trends to create innovative yet intuitive interfaces and experiences.
While designing the user account area of Thorton, part of a larger product development, I utilized a consistent style guide to maintain the integral experience connection between these various product elements. Through user flow analysis, testing and team feedback, I refined initial designs and created a detailed product guide to accompany the designs. This guide outlined the critical features and tools necessary for developing a minimum viable product for beta launch.
The following slides are a sample of the complete user interface I designed for this product.
As product manager and user experience architect, one of the initial concerns of my work with MediaHint was to identify the steps the customer would follow in beginning to install and interact with the application.
I worked with our development team to determine the technical requirements of the process; in short: allow user to create account or sign in from a web-based interface, download and install software application, check user authentication against an active paid subscription and initialize application.
My goal from a user experience standpoint was to take this technical process and create an intuitive user journey that accomplished the technical steps needed, while making it fast, easy and transparent for users of all skill levels to understand and complete; maximizing successful engagement and minimizing the risk that users would abandon the process.
The following is one of several user flow charts I created to lead our team through wireframe, design, development, testing and launch of this project.