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 and created screen mock-ups, to get feedback on the potential features and the value they would create for users and their employers.
To guide product development I sketched a customer journey and created screen mock-ups, to get feedback on the potential features and the value they would create for users and their employers.
Testing led me to design the app around trip itineraries, enabling users to access the most critical information, when they needed it most.
Testing led me to design the app around trip itineraries, enabling users to access the most critical information, when they needed it most.
Testing led 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.
I designed multiple ways to give users critical information on the home screen.
I designed multiple ways to give users critical information on the home screen.
I designed multiple ways to give users critical information on the home screen.
With the brand identity set, I designed multiple variations of the home screen that showed how it would adapt based on a multitude of circumstances.
The check-in feature allowed users to share their location with their team right from the home screen, saving critical seconds during emergency alerts.
I identified the most important trip information and designed a variety of trip cards to show how adaptable the design system was.
I identified the most important trip information and designed a variety of trip cards to show how adaptable the design system was.
I identified the most important trip information and designed a variety of trip cards to show how adaptable the design system was.
It was critical for the designs to be adaptable to a variety of different content types. To demonstrate how this could work within the Design System, I created a variety of cards for the most frequent types of activity identified during my research:
Flights
Hotel reservations
Excursions
It was critical that the most important information was glanceable, without having to dive into the detailed view.
It was critical for the designs to be adaptable to a variety of different content types. To demonstrate how this could work within the Design System, I created a variety of cards for the most frequent types of activity identified during my research:
Flights
Hotel reservations
Excursions
It was critical that the most important information was glanceable, without having to dive into the detailed view.
An assistant powered by quick actions improved access to routine information.
An assistant powered by quick actions improved access to routine information.
An assistant powered by quick actions improved access to routine information.
Emergency operators were being flooded with routine requests for advice on where the customer's hotel was, or where the embassy was located etc. so I designed an interactive assistant that could walk them through low-risk tasks.
I created a persistent "Speak to an Advisor" button as it was important that at any point a customer could switch to speak to a human, especially if the severity of a situation had escalated rapidly.
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
Designing a product to be self-service first can increase user safety, decrease employee burnout, and reduce operational costs for the Org.
Designing a product to be self-service first can increase user safety, decrease employee burnout, and reduce operational costs for the Org.
Designing a product to be self-service first can increase user safety, decrease employee burnout, and reduce operational costs for the Org.
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.
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.
