2. Problem solving
Stakeholder management
Workshops
Business goals
Service design thinking
Platform agnostic
Collaborative
Vision
Leadership
Strategy
Team building
UX Evangelism
Project approach
Divergent thinking
Brainstorms
Expert reviews/ heuristic
evaluations
User Interviews
Personas
Ideation
Sketches
Prototypes
Information architecture
Wireframes
Site Maps
Content tone
Card sorts
Taxonomy
User journey
Research/ insight
Competitive reviews
User testing
Delivery and management
Agile iteration
Lean UX
Analytics
Working with teams or as
sole consultant to the
business
The right methods at the
right time
Business as usual
3. What have I been doing the last few years ?
Large scale business transformation projects. Acting as the lynch
pin between business, the user/customer and technology teams.
Increasing revenue, workflow efficiency, usability
Reducing cost and project risk
Types of project:
Browser/Desktop/Mobile/Enterprise/e-commerce/Service/Content
• UX project rescue and optimization
• UX discovery and strategy
• Greenfield product development and journey mapping
5. Waitrose Ecommerce for Full Six London
Problem
I needed the business to have a shared vision and to understand how the right customer experience
would impact on their business metrics and KPI’s. At the same time giving all stakeholders a voice so the
business could see their opportunities and challenges in relation to the customer experience.
A planning solution was needed that would frame the user experience in context to the business goals
Finding the solution
A cohesive strategic view of this multi channel retailers e-commerce offer was needed to break the cycle
of tactical fixes to the online business – the user experience was getting lost and the business was loosing
sales opportunities and causing frustration to their astonishingly loyal customer base.
But where should they start?
Creating an over arching customer journey formed the basis of this framework and formed ‘pillars of
excellence’ that we could build upon.
6. Waitrose for Full Six London
• Lots of background, insight and analysis
• Lots of data analysis, and site assesment
• Lots of stakeholder engagement, interviews and
contextual enquiry
• Lots and lots of post it notes
• Lots of extra calories
Methods
At the end the blueprint looked a little like this…..
9. Over 100 recommendations for improving the customer experience
against KPIs were identified from each sector of the user journey.
Each was assessed in terms of complexity and customer benefit. Projects
in the 'sweet spot' moved into scoping with full business support.
Each then went on to wireframe and development.
10. Bupa Group/ Bupa International
• Leading their largest web transformation project to date.
Full lifecycle legacy replacement.
• Results speak volumes.
Additionally tasked with educating group businesses, selling UX, and
building a team and methods that were faster, better, smarter.
In the first month:
45% increase in transactions
$ payments up 177%
Self service administration increased 1300% with
no promotion.
Projected annual cost efficiency of £1.3 million
ALL WITH NO FUNCTIONAL CHANGES
11. The legacy system
Five international extranets for B2B and B2C claims, processing and management
After unpicking it, and to gain buy in I described the sites ………….
13. Wire frame and prototype, no time/ money for user insight, I needed buy in first.
The business didn’t want to talk to customers, I showed them how and the benefits that it would bring
14. Prototype and test with users internationally to validate the structure. Gaining insight here via extended
test questioning. The business were truly amazed about what they learnt.
Iterate and retest.
15. Managed the visual designers, curated visuals and content team. Coordinate stakeholders sign off
*Visuals Charles Migut
16. The National Apprenticeship Service
Problem
Analysing data and interviewing stakeholders quickly revealed that the service did not understand
their user base, user journeys were broken and tactical fix’s had no impact.
A more strategic view of their future offer was needed. To provide insight I started by segmenting
their user base. Which was broader than they first thought.
Contextual interview to establish need and behaviour with:
• Existing candidates,
• Current Apprentices
• Partner organisations where there were touch points i.e. national telephone help centres
• Young and older potential target groups
• Small, medium and large employers
• Educational establishments and commercial training providers
Three core user groups emerged for which I created personas.
Finding the solution
The UK Governments National Apprenticeship Service identified that they were under performing and
not achieving policy objectives. They operate a complex public facing online system that manages and
communicates to Apprenticeship candidates, employers and training providers.
19. • Working independently with key business stakeholders to define and
develop a new online proposition -Sky Living
• Additional involvement with Sky TV and Sky movies sites
• Two screen experience UX planning
• Outline app development
User Experience Lead Foviance @ BSKYB
20. Analysis
• Current site usability tests
• Analysis of Hit box data
• Product development roadmap
• User interviews/ user research- guerilla style
• Stakeholder interviews
• Card sorting with editors
• Creative workshops and ideation
21. I hung out at cafes and hairdressing salons to gain insight into the target group, refusing to accept
that the client was the user. Using women's lifestyle magazines as ‘props’ to aid my questioning.
This evidence proved invaluable to the project
25. National Grid Plc
Assignments
IOS, phone and tablet apps for the field force
Internal ERP portals
Mobile SAP Apps
.Com retail journey enhancements and testing
Scope and redesign of consumer self service applications to increase NPS
Mobile and Desktop Application UI and interaction style guides
Strategy and Innovation for the strategic applications group
26. Mobile workforce
Time Accounting
A complex time accounting app for for a highly distributed field workforce. IOS integrated
with SAP
Apps
27. Legacy system created confusion, additional processes and poor customer satisfaction resulting
in regulatory fines. Business was convinced that design work would fix this. I proved them
wrong BEFORE they made a very costly mistake.
Consumer web self service
28. Insights
Personas created from contextual interviews, analytics and reports. Helped business to focus outside
in on the REAL problems
29. Consumer web self service
Iterative prototypes helped evolve businesses vision and service proposition
32. A suite of highly complex fleet management systems
Digitising and refining a complex workflow
BT for InfoSys
33. Customer self service, resource management portal. Data driven, complex workflows and
reporting
34. Employee view, resource management portal. Work Approval and tracking, data driven, complex
workflows and messaging
35. Sainsburys Plc
Key enterprise projects
• Allocation and replenishment
• Post check out experience
• Online Driver Scheduling and logistics tools
• Store Risk Mobile & Hot Food Counters Risk
• In Store logistics screens
Key consumer projects
• TU Clothing
• Grocery site redesign and re platform
36. Online delivery driver shift allocation
Digitise a highly manual process
Simplify the process, make
significant time savings
Over 18k+ hours lost annually
Remove duplication, reduce
effort
Reduce risk of breaching
working time directives
37. Method
Understand and make the team aware of
what the real life problems were faced in
the field, and re align the project with the
users at the heart. Sell the benefit of user
centered design to product owner.
Design a solution based on the research
above.
Rapidly prototype and test the concept
with users ahead of build.
Give the build team direction and
guidance based on the above, whilst
allowing them the flexibility to deliver.
38. Fairly light touch user
testing with a working
prototype to validate
thinking and provide
evidence based design to
the product owner.
39. UI version looks something like this. System now live and deployed.
One of Sainsbury's most successful UX projects to date.
41. Stock allocation & replenishment
Reducing margin erosion through maximising fill price sales
Improving store specific sku availability and range forecast.
“The right stock in the right store at the right time”
A highly manual and complex process
System to drive £3bn sales and £1bn profit
42. Helping a long running failing project to refocus and reframe
the problem. Whilst also providing UX tactical support
Identifying the ‘system users’ against a backdrop of ‘we don’t have
any users
Creating a product vision to drive towards
44. Summit Media
Peugeot Citroen
Selling new and used cars online. User journey strategy,
conversion funnel and lead optimisation for ecommerce.
Jaguar Landrover
Classic part sales. Idea development and strategy
45. Defining a method to analyse user journeys through the retail and
ecommerce sites in order to optimise conversion funnels.
Groupe PSA
47. JLR – Classics Division
Selling classic car parts through a JTBD framework
48. Assist planning and reduce waste.
Apps to reduce store risk at hot food counters.
Recording food temperature checks and safety information for
compliance.
Sainsbury's - Hot Food Counters Risk
52. Assist planning and reduce waste.
Logistics planning, view of inbound deliveries to store
Screens for back of store and web app
Sainsbury's - Logistics
53.
54. Keytree
• Customer self service applications for Severn Trent Water
• Mobile planning tool for Babcock
• Mobile applications for Menzies airlines
• Mobile Application for grocery distribution
• SAP fori ‒ News International.
55. Severn Trent Water
• Customer self service applications for Severn Trent Water
• Re design My Account.
• Payments, meter registration, moving home etc
• Complex environment re aligning the business, technology and
design teams.
![Stephen Aris
Transforming Business
With:
User Experience
Service Design
Research
stephenaris.com
+44 [0] 7976 282618
Skype: stevearis](https://image.slidesharecdn.com/onlineapril18-180427111522/85/UX-April-18-1-320.jpg)
