Laura Portfolio

Internal Management Platform — Overview Flow

While working at Kingfisher among other projects I was heavily involved in finding design solutions for an internal management platform in charge of monitoring the kitchen, bathroom, and storage design projects that customers are creating in B&Q.

Below, you will find a user flow diagram showcasing the various steps and actions that colleagues could undertake within the platform. It highlights the sequence of tasks and how they interconnect to streamline project management and monitoring.

Continuing to scroll down, you will come across a call-to-action (CTA) button that allows you to access a detailed PDF document. This document delves deeper into the tasks and processes involved, providing a comprehensive understanding of the functionality and potential of the platform.

By utilising this internal management platform, colleagues at B&Q were empowered to efficiently handle and track the progress of kitchen, bathroom, and storage design projects.

A Story of small incremental changes

Emoti-C-on — Kickoff

1

The National Autistic Society estimates that there are around 700,000 people on the autistic spectrum in UK more than 1 in 100 people. Families included, autism is a part of daily life for 2.8 million people. Autistic children tend to have communication problems and challenges in expressing their emotions. Teachers in various autistic schools admit finding it challenging to get and maintain the attention of their students. These teachers also have limited teaching tools (e.g. PECS and TEACCH) most of which are paper-based. There is, therefore, a gap in the market for technology-enhanced teaching tools like the Emoti-C-on application.

Emoti-C-on Overview

2

The project would be launched as an e-learning app/ platform for teachers' use to enhance social skills and empathy in autistic children. Focused mainly on emotions, it is a highly customizable application which provides a personalized learning plan, empowering children to take an active part in their own learning. It involves pairing illustrated emotions using a facial expression recognition system with the appropriate scenarios. The app also enhances positive social reinforcement, as it provides some gaming experience in which the children have to coordinate and communicate their actions with a partner.

Research activity

1

The application is targeted at teachers of autistic pre-school children - given the importance of early childhood development (emotionally and otherwise). In future the application could be extended to cater for later development years.

2

Our market research revealed that, although there is a considerable number of applications targeted at autistic children, one is yet to find any application focused on helping teachers / autistic children achieve their teaching/learning objectives.

3

The infographic on the University of Edinburgh site (http://www.dart.ed.ac.uk/wp-content/uploads/2013/07/app-wheel-April15.pdf) gives an overview of popular apps for autistic users and shows highlights the lack of tools for teachers of autistic children.

Design thinking process methodology

1

Empathize: This will entail researching processes and learning more about our target audience through further interviews and observations.

2

Define: This will involve synthesizing and analysing gathered data for this purpose.

3

Ideate, Prototype, Test: This will involve the detailed design of the app

4

Build: Incorporating any further feedback from these tests, the prototype and requirements specifications.

Some paper wireframes

1

Coordinate, communicate, choose

2

Clear instructions

3

Help user customize things

4

Storytelling

Prorotype — Simple as 1, 2, 3

1

The aim of this project is to have an application that allows them to enjoy themselves at the same time as they are learning emotions and social skills.The target audience are four year-old children and upwards

2

Provide a high-customization for parents in order to be as adaptable as possible to the different autistic spectrum of children. It should be mistake-free to reduce frustration as autistic children usually are really perfectionists and have incredibly high standards for themselves so they would feel really uncomfortable if they failed.

3

It should be based on clear instructions and help them in the coordination and communication with other children as well as help them make decisions and encourage them to enjoy social activities apart from the core objective of teaching them to distinguish between different emotions.

KU Extra — Kickoff

1

Studies show that students who engage with co-curricular/ extracurricular activities tend to perform better academically and develop into well-rounded graduates.

2

KU is committed to equipping our students to be confident, creative and resilient people who flourish in their studies, careers and personal lives

3

This involves a strong focus on providing relevant and personalised support and service to students (within and outside the classroom).

4

This makes them more attractive to prospective employers

KU Extra — Overview

1

In the context of the CfGE project, students are the main users.

2

The aim is to create a platform/ service they connect with and will enjoy using.

3

The purpose of the focus group sessions was to understand students:

Motivations for HE study (at KU)
Current awareness of and engagement (or lack thereof) with existing co-curricular/ extracurricular programmes.
use of technology.

KU Extra — Focus groups discussion: Aspirations and motivations

When asked about what they want to get out of their studies and the career opportunities they believe their course offered:

Most(over 90%) of the participants said they want good employment on graduation.

Some students (mainly L4) were unsure of their career prospects and wanted more guidance (from their faculties) on this.

Awareness and Engagement

50% of the participants were aware of at least one KU co-curricular initiative listed on the slide they were shown.
On average, students indicated a patchy engagement with KU co-curricular initiatives.

Personas. Student(user)Story

1

Profile

Name: Chan
Course/ level of study: Computer Science / L5
Interests: Baking (loves watching the Great British Bake-Off!), Music and Badminton
Other details: First in family to attend HE, commuter and works part-time at a local music store

2

Challenge

Would love to be more involved in KU extracurricular activities but has: little or no awareness of events aligned with his interests happening on campus. time constraints due to commute and part-time job. few friends in KU and struggles to feel a sense of belonging.

3

Solution

Chan obtains the CfGE app (which already has access to his basic student information) and updates this with preferences. Now has a joined-up view of KU extracurricular activities Gets alerts on his mobile when relevant activities are coming up. App also recommends other potentially beneficial events.

4

Outcome

Chan attends recommended to meet fellow students in other faculties with similar interests. Joins the classical music society and the KU badmington team Makes new friends as a result . Feels greater sense of belonging to KU.

Personalised Icon Design

Example some extracocurricular activities

1

Jobs and paid opportunities

2

Sustainability

3

Surprise me

4

Languages

5

Volunteer

6

Arts and culture

7

Disabily support

8

Academic success

Service blueprint

Prototype

1

AIM
In line with KU Inclusive Curriculum Framework, the CfGE aims to expand students experience beyond their courses by providing a coherent framework of personalised, easily-accessible and relevant co-curricular activities.
Use of gamification.Offering two version classic and game

2

Process
Previous paper wireframe made and tested with students. Still on process to keep testing and improving the desing

3

THE WAY FORWARD
Implement main platform over next few months in 2017. Pilot with cross-section of current students before wider launch in 2018. Mid-/ long-term: -Extend service to alumni and prospective students. -Establish employer partnerships.

Emoti-C-on — Kickoff

1

The National Autistic Society estimates that there are around 700,000 people on the autistic spectrum in UK more than 1 in 100 people. Families included, autism is a part of daily life for 2.8 million people. Autistic children tend to have communication problems and challenges in expressing their emotions. Teachers in various autistic schools admit finding it challenging to get and maintain the attention of their students. These teachers also have limited teaching tools (e.g. PECS and TEACCH) most of which are paper-based. There is, therefore, a gap in the market for technology-enhanced teaching tools like the Emoti-C-on application.

Emoti-C-on Overview

2

The project would be launched as an e-learning app/ platform for teachers' use to enhance social skills and empathy in autistic children. Focused mainly on emotions, it is a highly customizable application which provides a personalized learning plan, empowering children to take an active part in their own learning. It involves pairing illustrated emotions using a facial expression recognition system with the appropriate scenarios. The app also enhances positive social reinforcement, as it provides some gaming experience in which the children have to coordinate and communicate their actions with a partner.

Research activity

1

The application is targeted at teachers of autistic pre-school children - given the importance of early childhood development (emotionally and otherwise). In future the application could be extended to cater for later development years.

2

Our market research revealed that, although there is a considerable number of applications targeted at autistic children, one is yet to find any application focused on helping teachers / autistic children achieve their teaching/learning objectives.

3

The infographic on the University of Edinburgh site (http://www.dart.ed.ac.uk/wp-content/uploads/2013/07/app-wheel-April15.pdf) gives an overview of popular apps for autistic users and shows highlights the lack of tools for teachers of autistic children.

Design thinking process methodology

1

Empathize: This will entail researching processes and learning more about our target audience through further interviews and observations.

2

Define: This will involve synthesizing and analysing gathered data for this purpose.

3

Ideate, Prototype, Test: This will involve the detailed design of the app

4

Build: Incorporating any further feedback from these tests, the prototype and requirements specifications.

Some paper wireframes

1

Coordinate, communicate, choose

2

Clear instructions

3

Help user customize things

4

Storytelling

Prorotype — Simple as 1, 2, 3

1

The aim of this project is to have an application that allows them to enjoy themselves at the same time as they are learning emotions and social skills.The target audience are four year-old children and upwards

2

Provide a high-customization for parents in order to be as adaptable as possible to the different autistic spectrum of children. It should be mistake-free to reduce frustration as autistic children usually are really perfectionists and have incredibly high standards for themselves so they would feel really uncomfortable if they failed.

3

It should be based on clear instructions and help them in the coordination and communication with other children as well as help them make decisions and encourage them to enjoy social activities apart from the core objective of teaching them to distinguish between different emotions.

Video-subtitles explanation prototype

1

Empathize: This will entail researching processes and learning more about our target audience through further interviews and observations.

2

Define: This will involve synthesizing and analysing gathered data for this purpose.

3

Ideate, Prototype, Test: This will involve the detailed design of the app

4

Build: Incorporating any further feedback from these tests, the prototype and requirements specifications.

Redesign — insurance App

Work carried out while working at Halo Insurance,a significant project involved transitioning from an outdated and cumbersome insurance application to a more modern and user-friendly platform. The primary objective was to create a simplified and intuitive user experience.

To achieve this, an emphasis was placed on employing a simple and clear design that would effectively guide users towards the desired actions. The process of obtaining a policy quote was transformed into a conversational experience, where users navigated through a series of question-answer interactions. This approach enhanced the overall user experience by creating a more personalised and engaging journey.

In order to streamline the user's progress, dynamic content was implemented in the form of displaying the next question in a greyed-out state until the previous one was answered. This approach prevented overwhelming the user with an excessive amount of information all at once, allowing them to focus on one question at a time.

Furthermore, the screen layouts were carefully optimised to reduce clutter and distractions. By decluttering the screens, users were able to concentrate on the specific task at hand and maintain a clear understanding of their progress throughout the process. Additionally, providing comprehensive information about each choice allowed users to make informed decisions, with the flexibility to review and adjust their choices by scrolling up and down the page.

Overall, the efforts made at Halo Insurance resulted in the development of a more modern and user-friendly insurance application. The incorporation of conversational interactions, dynamic content, and decluttered screens significantly enhanced the user experience, ensuring a seamless and intuitive journey for obtaining policy quotes.

Overview

Snaps — Explanation

-Help the user to adequately document the condition of the vehicle

-Record the status of the hire vehicle and document the journey

-Easy to share the pictures

Prototype

Go on a Flavourful Journey — Discover a new juice brand

1

Creating a new juice brand evoking the natural, exotic and sensual

2

The leaf-like a shapes of the letters emphasise the idea, and the green colour suggests organicity

1

Playing with shapes and colours typical of different territories.l

2

Mixing illustrations and photos to give the image plasticity.

BREAKING BORDERS — Begin your journey without the fear of getting lost

1

GPS - like app Symbol recreates a road landscape

2

Colours Blue (reliable and trustworthy, easily readable by computers) Green ( it reminds us of nature, positive, encouraging)

3

Only lower - case characters with minimalistic lines giving them a mechanical feeling

4

Creating a corporate campaign that conveys confidence in an innovative product, inviting us to come closer.

5

Playing with colours and symbols to create a modern and long-lasting graphic.

6

Corporate use of colour countertypes.

Appointment Booking system - Initial research

Current experience pain points

Pain points

-Too many steps for the customer to reach their goal and not all seem needed. There is a progression bar. It would create less uncertainty if the customer could see the number of steps required to fulfill the process, the bar is inconclusive while the number of steps creates a clear path of progression.

-Bad Prioritisation of the booking appointment steps process.A customer who chooses an in-store appointment will be most interested in knowing what their location options are. Only the in-store colleague will be more relevant in knowing what type of project the customer wants to discuss. We should prioritise customer needs, change the order of questions, and ask for the location first instead of the type of project since this tool is primarily for the customer.

-There isn't any explanation of what the customer could expect from an online or in-store appointment.

-It does not ask for a preferred contact form, this makes the users have to fill in unnecessary input fields.

-The system doesn't allow the customers to compare available dates and times.

-Do colleagues (members of the staff) have enough information about customer requirements to have a successful appointment? So far, customers have only asked about the type of project, but what about, for example, room measurements?.

-Book an appointment is only for customers who have an account (customers that are registered) could we then autofill some personal info such as name or email? And allow customers to change it if needed. Prepopulate personal data.

-Important! Keep in mind how the internal colleague interface works(colleague JRNI interface)"a desk" is part of the resource assigned to the appointment. This is assigned to the person in "studio"

1

Landing page (As shown in the screenshot, the first on the left) Some users might miss the content under the fold by immediately interacting with the CTAs (call to actions, buttons).

2

Would be nice to have some sort of secondary menu with tabs anchoring to its sections (see the mock-up screen on the right). This allows the user to easily skim content and quickly find any section of interest if needed before going into the book and appointment journey. Worth assessing if we need/want this long landing page, though.

3

As it was discovered in the pain points would be nice to start asking the customer for the postal code as it was previously explained, it is a question that would open the path of possibilities for the customer.

Could we add geolocation API to determine location? So the user can type a postal code or choose the location detected from the API?.

3

Once the user enters the postal code, and the system knows proximities and possibilities, it is when it brings up the two possible ways of booking an appointment. For example, it could happen that there might not exist an in-store appointment for a certain location, and having the location first could mitigate and give the customer options).

Use existing landing page explanation videos. If we make a layout like the one shown in the mock-up, we could have the video follow for some summed-up key points of what they could expect for the appointment. It brings the content into context, which allows the customer to easily understand what they expect from the appointments.

1

Currently, the user can't easily compare between dates and times available. Offering the user a date picker calendar where the user can decide whether the customer wants to type into the input field the date or open the calendar through the icon, and choose the desired date. When open, the calendar would grey out the days when there aren't slots available.

Slots won't become visible to the user until the user picks up a date because the system can't know the available slots until it knows the date the user picked up.

2

Once the user has entered a date into the date picker, the time slots appear on the screen for the user to pick up the desired one. The enhancement to the current date and time slot picker is that in this proposed way, the user could compare 6 days of slots available from the entry day. So the user can make the time match with its availability, without having to start the process from scratch.

3

The Apply CTA would not become active until the time slot is activated (so both date and time are inputted).

1

Let the user have the opportunity to decide what is the preferred contact method and based on that only ask for information related to that.

Add numbered points to the progress bar, making it as a stepper with titles for each step would help anticipation and expected discoverability.

2

As a cosmetic improvement, make the split between the input field boxes section and the booking summary section 60/40 instead of 80/20, so the booking summary does not look too squeezed to the right, and it is easy to read.

Could we allow the user to edit from the summary? Could we allow pre-population of data for users that are already registered? For example, make the appointment type clickable (hyperlink) and when the user clicks it to edit it takes the user back to the appointment type step where the user can change it. Same if clicking on date and time takes the user back to the slots' picker stepper.

Double check, do only users who created an account have access to the booking appointment system or both? If not, do we want to offer to create an account when they add their data?

3

Simplified confirmation screen.

Further considerations

-After asking some questions to the product owner. The type of project had to be included in the early stages, as it is what would help to decide what member of the staff would be leading the design meeting with the customer. So even if it is not as useful for the user, it is a business requirement that had to be met.

-As the type of project had to be the first question due to business requirements, to simplify the user steps, I looked into the option to merge locations and dates. So the user could at first glance not only see the available slots in a 6-day interval, if not also compare them with the stores available (for the users choosing in-store appointments).

-The next question that came to mind was how to avoid 2 customers booking an appointment at the same time. To avoid so, it was needed to set a timer for the user to be involved in the booking appointment process and show the slot greyed out for any other customers. Would be also good to offer the customer reminders of session time left (for example, 5 min. left for the session to expire). With this approach, we could avoid a customer starting the appointment booking process and leaving it halved by hours because moved from his desk and so stopped other customers from getting his preferred slot.

Mobile version

The screen at the left shows how all this could be displayed on a small mobile screen. It will show the locations to choose from with the slots in a horizontally scrollable manner. The customer would have quick options for morning or afternoon slots.

The middle content will be scrollable, while the main call to action to go back or apply results will remain at the bottom of the screen to make easy access for the end user.