Designing and testing a better banking product
Thinking: This confidential client needed a new and improved banking product. I led the design effort to redefine personas, new market trends, requirements and usability testing. The results were a vastly improved product.
Designing for holistic customer experience
Thinking: The Umpqua Bank brand is based around going above and beyond for customers. I saw the need to extend that vision to create the principles and best practices of Umpqua user experience (UX) so that all Umpqua customer experience (CX) would be viewed together through the same lens. I created this playbook to share with executive leadership and at the same time began the first user experience and user testing practices there. The playbook combines approaches from over twenty leaders in user experience that I curated to align best with the Umpqua brand. I learned about managing UX process and how to approach UX challenges in more regulated industries.
Designing a way for one person to engage with customers across 400 locations
Thinking: As part of the Umpqua Bank digital customer experience vision – we needed a way for a single content manager to easily create and share fresh content and campaigns across a variety of digital displays at 400 locations across the country. These included outdoor displays, in-store displays, kiosks and custom applications. Work included requirements definition, wireframes, user interface (UI) design and coordination with development partners and internal development teams. Shown above are interface wireframes and some of the content screens managed by the system.
Designing a mobile app to teach kids to save
Thinking: As an extension of the Umpqua Learn-to-Earn program I created this app to help kids envision how to save for things they want. We first created the app for mobile phones and then created a second improved version for iPads. I designed the user experience (UX) wireframes and designed the user interface (UI) to align with the Learn-to-Earn brand created to resonate with children. It was great to see how people enjoyed it.
Retail Digital Consumer Engagement iPad App
Thinking: For the launch of the San Francisco store, I was tasked with creating the user experience, user interface and visual design for our in-store iPads. The purpose of these was to extend the entrepreneurial brand of this store experience by offering users curated content from RSS feeds on three different themes. They can scan articles, view and mark their favorites to share with others. The bright colors were to attract passers-by to engage and the visual circular theme ties to the circular elements in the store. We were proud to receive several awards for this project. Work included design direction, user experience (UX) design, wireframes, user interface (UI) design and visual design.
Designing a mobile app to help people manage their home search
Thinking: As a lifestyle experience for Umpqua Bank's potential home mortgage customers we created the HomeHunter mobile app. Users have the ability to easily aggregate images, home rating and notes about multiple houses and at the same time they can get pre-qualified for that house by their chosen home lender. As seen above the app received some rave reviews as a useful tool. Work included design direction, user experience (UX) design, wireframes, user interface (UI) design and visual design.
Designing a knowledge base self-support site
Thinking: I created the user experience (UX) for the Hawaiian Telcom "knowledge base" customer support section. It needed to be able to easily provide users with quick access to commonly searched topics as well as the ability to search and drill-down by topic. This effort included sketches, user flows, wireframes and vendor management.
Process: Wireframing and Experience Journey Mapping
Great work comes from good design thinking. Here I've included some screens of my UX discovery process including site maps, wireframes, user personas and experience journey maps.