International SOS
International SOS
International SOS
Led Design team that increased app review rating from 1 to 4 stars, by defining the UX vision for travel security platform, and redesigning the experience across mobile, web, and SMS.
The Problem
The existing product wasn’t living up to customer expectations, potentially leaving them in dangerous situations when traveling abroad.
The Problem
The existing product wasn’t living up to customer expectations, potentially leaving them in dangerous situations when traveling abroad.
The Solution
A new product experience and North Star vision
The Solution
A new product experience and North Star vision
The Impact
Increased the average App Store review from ~1 to 4 stars, and won an OutSystems Innovation Awards for Employee Experience.
The Impact
Increased the average App Store review from ~1 to 4 stars, and won an OutSystems Innovation Awards for Employee Experience.
MY ROLE(S)
Design Lead
TEAM STRUCTURE
Design Director
Design Lead
Product Designer
SKILLS DEMONSTRATED
Product Design
Service Design
UX Leadership
I began by identifying the key challenges to solve that would drive engagement in a new digital experience.
I began by identifying the key challenges to solve that would drive engagement in a new digital experience.
I began by identifying the key challenges to solve that would drive engagement in a new digital experience.
I took the research provided and drafted a Vision Statement to align key stakeholders towards a common goal that would drive their experience aspirations.
Then I created 3 “How Might We’s” that pushed our thinking beyond routine service improvements.
I took the research provided and drafted a Vision Statement to align key stakeholders towards a common goal that would drive their experience aspirations.
Then I created 3 “How Might We’s” that pushed our thinking beyond routine service improvements.
I led a 3 day visioning workshop with over 100 attendees from across the Org, that led us to 4 key concepts to unlock the future vision.
I led a 3 day visioning workshop with over 100 attendees from across the Org, that led us to 4 key concepts to unlock the future vision.
I led a 3 day visioning workshop with over 100 attendees from across the Org, that led us to 4 key concepts to unlock the future vision.
The workshop was split into 3 parts, I led the concept creation, & prioritization elements, while our Design Director lead the visual style alignment piece.
My exercise templates, experience exemplars, and prioritization exercises ensured alignment by actively involving stakeholders from every department, without sacrificing our aspirational vision.
The workshop was split into 3 parts, I led the concept creation, & prioritization elements, while our Design Director lead the visual style alignment piece.
My exercise templates, experience exemplars, and prioritization exercises ensured alignment by actively involving stakeholders from every department, without sacrificing our aspirational vision.
Proposition validation helped me identify our value proposition and which product features would drive adoption.
Proposition validation helped me identify our value proposition and which product features would drive adoption.
Proposition validation helped me identify our value proposition and which product features would drive adoption.
To guide product development I sketched a customer journey with UI sketches, to get feedback on the potential features and the value it would create for users and their employers.
The Product Designer and I also created UI mock-ups to bring the vision to reality, making it easier for Users to provide input.
To guide product development I sketched a customer journey with UI sketches, to get feedback on the potential features and the value it would create for users and their employers.
The Product Designer and I also created UI mock-ups to bring the vision to reality, making it easier for Users to provide input.
Testing lead me to design the app around trip itineraries, enabling users to access the most critical information, when they needed it most.
Testing lead me to design the app around trip itineraries, enabling users to access the most critical information, when they needed it most.
Testing lead me to design the app around trip itineraries, enabling users to access the most critical information, when they needed it most.
Synthesizing my testing results showed that users favored organizing information around trips, rather than locations or content categories (vaccinations, visas etc.)
To get buy-in on an itinerary based approach, I created an animation that demonstrated the experience and presented it to our stakeholders.
Synthesizing my testing results showed that users favored organizing information around trips, rather than locations or content categories (vaccinations, visas etc.)
To get buy-in on an itinerary based approach, I created an animation that demonstrated the experience and presented it to our stakeholders.
My updated digital experience simplified travel logistics and improved crisis response for employees traveling abroad.
My updated digital experience simplified travel logistics and improved crisis response for employees traveling abroad.
My updated digital experience simplified travel logistics and improved crisis response for employees traveling abroad.
For some reason, I decided to “challenge myself” and hand drew every wireframe on post-it notes (NEVER again.)
I collaborated closely with our Product Designer to build out the UI. I constantly iterated on my wireframes and lended a helping hand in with Hi-Fi designs, as we received new testing and client feedback, or added new features to the app.
Mapping each screen in a comprehensive architecture diagram. enabled me to facilitate discussions with senior stakeholders on design improvements and adjustments to key features.
For some reason, I decided to “challenge myself” and hand drew every wireframe on post-it notes (NEVER again.)
I collaborated closely with our Product Designer to build out the UI. I constantly iterated on my wireframes and lended a helping hand in with Hi-Fi designs, as we received new testing and client feedback, or added new features to the app.
Mapping each screen in a comprehensive architecture diagram. enabled me to facilitate discussions with senior stakeholders on design improvements and adjustments to key features.
The new product increased the average App Store review from ~1 to ~4 stars, and won an OutSystems Innovation Awards for Employee Experience.
The new product increased the average App Store review from ~1 to ~4 stars, and won an OutSystems Innovation Awards for Employee Experience.
The new product increased the average App Store review from ~1 to ~4 stars, and won an OutSystems Innovation Awards for Employee Experience.
LEARNINGS & REFLECTIONS
LEARNINGS & REFLECTIONS
LEARNINGS & REFLECTIONS
Debating over 'scope' is a fruitless endeavor, better to draw up a "Minimum Viable Deliverable" plan that gets the client what they need without causing team burnout.
Debating over 'scope' is a fruitless endeavor, better to draw up a "Minimum Viable Deliverable" plan that gets the client what they need without causing team burnout.
Debating over 'scope' is a fruitless endeavor, better to draw up a "Minimum Viable Deliverable" plan that gets the client what they need without causing team burnout.
It never ceases to amaze me how many Orgs never involve front-line workers when going through a 'digital transformation', that's where workshops can uncover unique ideas and fuel the necessary buy-in to drive internal adoption.
It never ceases to amaze me how many Orgs never involve front-line workers when going through a 'digital transformation', that's where workshops can uncover unique ideas and fuel the necessary buy-in to drive internal adoption.
It never ceases to amaze me how many Orgs never involve front-line workers when going through a 'digital transformation', that's where workshops can uncover unique ideas and fuel the necessary buy-in to drive internal adoption.
While drawing wireframes by hand can help increase velocity at the start of a project 'committing to the bit' for the whole process can become tedious (especially if you do them on stickies.)
While drawing wireframes by hand can help increase velocity at the start of a project 'committing to the bit' for the whole process can become tedious (especially if you do them on stickies.)
While drawing wireframes by hand can help increase velocity at the start of a project 'committing to the bit' for the whole process can become tedious (especially if you do them on stickies.)
