Category: UX Research

[vc_row][vc_column][vc_column_text] Auditor Verification Process As the lead UX Designer for Providers Service's I was asked to step in an examine the verification process the auditors are performing at IAA Call Center in Indiana. Sometimes the assumptions to make the process more efficient are wrapped around the idea of changing the UI of the application(s) the user is working on. However, when taking the proper steps to user research you can discover so much more. Prediscovery Perceived Business Goals Wanting accurate data Save time Auditors removed from the process Perceived Outcomes/Solutions The system becomes the Auditor Focused attention on a single task Time of day task is completed (when is the user most alert?) Limit Office Distractions No calls taken while doing this task Provide incentives to User to complete task accurately…

[vc_row][vc_column][vc_video link="https://www.youtube.com/embed/2iDUWoFEgiQ"][/vc_column][vc_column width="1/2"][vc_single_image image="6842" img_size="full" onclick="zoom"][/vc_column][vc_column width="1/2"][vc_single_image image="6843" img_size="full" onclick="zoom"][/vc_column][/vc_row][vc_row][vc_column][vc_column_text] Sometimes a code rewrite is not enough While at IAA I was presented with a problem space to solve for. How do we make a better user experience for an application built in Silverlight that was being sunsetted but the company needed a solution in MVC? Easy, start with some user research to understand what their current workflow is. Do an analysis of the current application. Help the Product Owner understand some interaction and design gaps. And then with a team build a new system to handle exactly what the users need and more. End result... a flexible, scalable integration. My Role I was a lead UX Designer that supported the provider services product owner and delivery teams for IAA.…

[vc_row][vc_column width="1/2"][vc_single_image image="6752" img_size="full" alignment="center" onclick="zoom"][/vc_column][vc_column width="1/2"][vc_single_image image="6753" img_size="full" alignment="center" onclick="zoom"][/vc_column][/vc_row][vc_row][vc_column][vc_column_text]I was given the challenge to add a new area to the existing mobile app used by insurance companies. The process allows for rapid approval of bids after an auction has occurred so that buyers can swiftly receive the product they bought and the owner can receive payment. The new addition was designed and updated for both native IOS and Android platforms. Before the design The product owner first came to me looking for some designs to get approved by the requestor of this new feature. This gave way to a great opportunity to prototype our collective ideas, allow the user to test, iterate to those ideas, and sell the idea to other business stakeholders to approve moving forward on implementation. The results…

[vc_row][vc_column][vc_column_text] “Numbers have an important story to tell. They rely on you to give them a clear and convincing voice.” - Stephen Few The staff at the IAA Title Procurement Call Center needed an entire re-design of an older call center wallboard. They asked for help from UX. I spent some time with the product owner understanding the problem space, gather data, and understanding how the users were currently interacting with the board. In the end, I designed and developed a board that clearly showed the metrics the users needed to make informed decisions and could scale into future wallboards. Key Aspects: • Clean customized design • User Experience focused Technologies Used: Sketch, Bootstrap, Visual Studio Apple, the Apple logo, iPad, iPhone and MacBook Pro are trademarks of Apple Inc., registered in…

[vc_row][vc_column][vc_video link="https://www.youtube.com/watch?v=tLmq6BabNzU" align="center"][/vc_column][/vc_row][vc_row][vc_column][vc_column_text]I was given a challenge to add a new area to the existing mobile app used by IAA Users on the Provider Services side of business. The problem was how do we fit all the pertinent information for Provider to make quick decision on whether to sell a vehicle or send to i-buy fast which would rerun the vehicle for auction. We first give them a step through approach to select the branch they want to see pending vehicles for. Then they choose a vehicle and make a decision and repeat the process. I decided that there was a lot of value in putting together a mobile prototype so that business leaders and clients could make decisions on how they want it to function. Check out the live demo…