ux design

Event Management Strategy

Event Management Strategy

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Date
October 2018
Role
Strategist & Information Architect
Tools
Sketch, Pen & Paper
Powered By
Joomla CMS
thelinkprogram.org ≫
start with why
“As a volunteer, I (Jovon) want to improve and automate our event registration process and eliminate RSVP by "Reply-all."”
Problem

Problem.

  • Students, our primary audience, do not use our site.
  • The existing CMS was difficult for the Program Director & volunteers to update.
  • The Events section could work harder by automating some of the manual work done by the volunteers and the program director.
  • Official notice of our workshops was sent out 7-3 days prior to, and via email TO: all volunteers. Each volunteer would reply-all their attendance/regrets.
  • Responses that needed all volunteers attention were often overlooked due to inbox clutter.
  • Student registration was manually tracked in a Google Sheet, only.
  • Since Joomla’s applications are pre-coded there will be constraints to the user flow, architecture, and visual design.
Strategy

Strategy.

  • Determine the needs of the parents, students, volunteers, and web site admins.
  • Research all Joomla Event Management applications. Find one that is feature rich and inexpensive.
  • Since these applications are pre-coded there will be constraints to the UX and architecture.
  • Incorporate MailChimp and RemindApp into the communication process.
Solution

My role.

  • DISCOVERY.
    I created a spreadsheet to compare all features of the Joomla event management application may meet our needs. I narrowed the list down to two. Purchased them both installed and stress tested them with a few events from the current site, plus functionality we wanted to incorporate. Presented my recommendation to the team. I received buy-in.
  • ANALYSIS.
    I downloaded the event application’s underlying PHP databases with and manually extracted all event details (2012-2018) from the current website. Then uploaded the complete data to the staging instance of the site. Once all event details were available on the staging I was able to get a full view of the pre-built customer journey and identify gaps and optimize it.
  • ARCHITECTURE.
    Entry points were determined as part of the overall site architecture. I determined which stage in the flow event flow each entry point would drop the user.
  • DEVELOPMENT.
    I re-architected the content from the out of box layout by manipulating the PHP, HTML, and CSS to match a fluid layout that would meet the user’s needs.
  • PROCESS DEVELOPMENT.
    To inform students, parents, and volunteers of upcoming events, I integrated MailChimp generated notifications directing the user to the event details page to register. In an effort to communicate better with students, I also incorporated RemindApp to communicate with students, parents, and volunteers via text without sharing personal phone numbers. Since the site is now responsive users can sign up on their mobile devices from a direct link in the text message.
client since
October 2017
location
Seattle, WA
industry
Arts & Education
Projects Completed
3

web site redesign / creative strategy / design thinking facilitation / process improvements / identity update / workshop development

Results

Results.

Student & volunteer registration management is completed online with a 70-100% response rate for each event since launch. This significantly reduced time spent creating and reviewing correspondence over the previous manual communication process.

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NFL Sunday Ticket TV

NFL Sunday Ticket TV

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Date
July 2018
Role
UX Consultant, Lead Information Architect
Tools
Illustrator
UX Recommendation ≫
start with why
“As a product owner, I would like your UX recommendation on optimal presentation for our new streaming service. We have a tight timeline, minimal budget development budget.”
Problem

Problem.

  1. The current iteration of the page architecture is based on business goals, not the customer's need.
  2. There is little development budget so the recommendation will likely not be implemented and launch.
Strategy

Process.

I analyzed the customer journey and content strategy. This is what I discovered:

  1. Customer Journey. Not all football fans will be eligible for the streaming service. The original page flow takes the user to the landing page where they can learn and get excited about the benefits, only to realize they may not be eligible. This could lead to user disappointment, and negative feelings toward AT&T. Feelings leave a lasting impression on people.
  2. Content Strategy. The content hierarchy prioritizes the business goals and does not align with the users mental model for processing this type of content. The information layout is not intuitive nor easily scanned.
Solution

Solution.

  1. I created a new customer flow, which moves the eligibility checkbefore the landing page. This way users will be segmented and only those eligible arrive at the landing page.
  2. I re-architected the page by ordering the content from a customer-first perspective and providing a mobile-first copy strategy. I created a wireframe of the page in mobile, then desktop and compared it against the original design by spelling out the differences.


    If the information is presented in a way that it resonates with the user, the business is better positioned for conversion and theoretically meeting the business goal.
client since
2007
location
Bothell, WA
industry
Telecom & Entertainment
Projects Completed
So many.
Results

Results.

The product owners were receptive to the feedback and agreed with the recommendation. However, their lead time for requesting a consult did not align with development deadlines. They plan to revisit these recommendations in a later phase.

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AT&T Switcher Flow

AT&T Switcher Flow

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Date
February 2018
Role
Information Architect, Design Consultant
Tools
Adobe XD, PowerPoint
Powered By
Adobe XD
See the prototype ≫
start with why
“As a product owner, I need a functional prototype to user-test the optimal presentation of “call me” functionality in the Switcher Flow.”
Problem

Problem.

FUNCTIONAL: In order for a DIRECTV customer to actually switch wireless carriers, he must speak to a rep. We also know most users will expect to complete a process online when they've started online. How might we mitigate abandonment by creating an efficient way for a customer to speak to a call center rep?

 

DESIGN: The current design does not meet color contrast (accessibility) requirements and the content hierarchy needs improvement.

 

Strategy

Strategy.

To add functionality to the Switcher Flow so the user can schedule a time for the rep to call him instead of waiting on hold indefinitely. Mobile first. This flow contains a lot of content and I need to ensure it's easily understood. If we master the hierarchy on the smaller screen, we can easily apply the design to larger viewports.

Solution

Solution.

I wanted to maintain the original structure of the flow which allowed the user to complete the entire process on one page. Being cognizant of cognitive load, I applied the chunking principle and progressive-reveal to break up the content. Then added in the new feature of collecting the user's contact info allowing him to schedule a call back from as soon as 15 minutes, up to 48 hours.

 

As a courtesy I also presented the product team with a list of the aesthetic issues in the original design. They updated the design as a result.

client since
2007
location
Bothell, WA
industry
Telecom & Entertainment
Projects Completed
Hella

visual design / ux design / art direction / people management / process development

Results

User test results.

 

  • 10 of 10 participants completed the flow quickly and easily—“incredibly easy".
  • 8 of 10 participants wanted earlier notification that switching requires a callback.
  • 9 of 10 participants understood the benefit enough to move forward, most expecting more details before deciding.
  • 10 of 10 participants liked the overall design—“Very appealing” & “Easy to follow and easy on the eyes”.
  • 8 of 10 participants preferred the two page split over a single page flow.
  • 9 of 10 participants quickly and easily used the grid, all liked it—“clear and easy” & “easy and convenient”.
  • 8 of 10 participants preferred the grid over the list.

 

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