User Experience
Working at large technology companies has afforded me unique design experiences. I have worked with many different disciplines and roles across industries. I have had the happy challenge of creating a variety of deliverables with the intention of making better experiences for humans.
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Copa Airlines
Passenger Service System
The Project
To design a modern GUI for reservation, check in, and gate agents.
The Process
I was part of a User Experience team helping to re-design the interface for Copa's agents. This was a large and complex project, with the added challenge of changing staff and coordinating with offshore resources that helped with wireframes, design, and front-end development.
My primary task was to design the interface for reservation agents, as well as some global components to be used throughout the application.
I traveled to Panama and conducted usability testing with 13 airline agents. We reviewed wireframes to gauge the effectiveness of our design and receptiveness by users. The agents provided excellent feedback, new ideas, and shared their enthusiasm for our proposed designs!
In addition to the reservation screens, I also helped design a mobile check-in app both for agents and for passengers, seat maps and boarding passes.
The Result
An interface that streamlined processes and visually organized vast amounts of data and numerous application features agents rely upon to perform their duties.
Although the project was transferred to our offshore team, I continued to support the project team where possible to help them achieve their delivery goal—even if it was just a quick graphic or opinion. As of spring 2019 (a long-termprothe application is being rolled out to all of Copa’s airport locations.
Mobile Shopping Case Study
Providing More Enticing Options for Customers
The Project
To demonstrate a potential future of a modern mobile shopping experience.
The Process
Working as a globally dispersed team we created concepts leading to client collaboration.
The Result
A clickable prototype for the project team and client audiences to explore and ideate.
Sonoco
Packing and Shipping System
The Project
To design and develop a modern tablet interface to make warehouse packing and shipping easier and more productive.
The Process
With a project team comprising of diverse roles, we determined goals, mapped out existing processes, visited with users, and created a prototype that we asked end users to test. My role had me doing tasks in all phases, from experience mapping, user research, wireframing, testing onsite with users, as well as visual design that I coordinated with developers.
The Result
A working prototype developed for Windows 10, featuring screen designs that improved existing processes, saving time and money, and better worker satisfaction.
Client List
- American Airlines
- Aventis-Behring
- Altitude Techs
- Avon Worldwide
- Blue Cross Blue Shield
- Coca-Cola
- Colorado Institute of Technology
- Copa Airlines
- Department of Homeland Security: ICE
- EDS
- Everest Funeral Concierge
- FedEx Freight
- Gilda's Club
- GM
- ISC of Saskatchewan
- NHIC
- Procter and Gamble
- Reichhold
- SCG (Select Carrier Group)
- Sonoco
- State Farm
- U.S. Air Force
- U.S. Secret Service
- United Airlines
ISC.ca
Business Portal
The Project
ISC in Saskatchewan, Canada, provides property registry and public record management services for citizens and business owners. Our project was focused on improving ISC’s Business Portal to help business owners by providing streamlined processes for registering and maintaining a business, for compliance with government regulations.
The Process
My role on this project was working on the usability of the future site to be developed using SharePoint. It was a collaborative effort with me as UX designer, the client team, developers, and information architect. I focused on best practices for form design: taking stacks of paper forms and reducing the number of fields users would need to complete and making the online experience simpler. What I created was designed to align with ISC’s brand guidelines as well as the technical framework.
The Result
A re-designed Sharepoint based site that alleviated the complexities associated with starting and maintaining compliance with government regulations. The visual design embraced ISC’s branding, to ensure the site reflected the company’s customer centric focus.
ICE.gov
Federal Website
POLITICS ASIDE, here was a design challenge that needed solving:
The Project
To re-design ice.gov with a flexible framework to accommodate the need to easily revise the focus on issues and programs as they change in importance. The design for ICE (Immigration and Customs Enforcement) needed to support a clear presentation of ICE’s capabilities and services so varied audiences can easily locate and consume information.
The Process
Working with the account team to become familiar with the site and our clients at ICE, the information architect and I immersed ourselves in the subject matter and concerns with the project. As a project team we worked collaboratively to plan, design, and deliver a new responsive site developed using Drupal.
The Result
A new site structure supporting 1.5 million views per day, helping diverse audiences view news stories, better understand the functions of ICE, and locate items of interest.
While ICE made some changes since the site's debut, my design influence is still clearly visible on ice.gov