USER PERSONAS -...
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USER PERSONAS A collection of user profiles that I created for a box/container company, based on multiple employee interviews, notes, phone calls, and on-site visits (in this case, the users were members of the company itself). This UX method was done in order to make assumptions about the users explicit so as to maintain focus about precisely who we were designing for. Project was to build the company a custom internal CMS that they could use to streamline their workflow and increase efficiency. Shannon Customer Service Representative I wish the time it would take to get answers from other employees would be faster, so that I can do my job better and get out orders quicker. Shannon is the lead customer service representative for the company and takes orders and sends out estimates from orders received via referral, repeat customers, internet orders, or requests from the Sales Department. Shannon has been working at the company for over 5 years and reports to Keri, the Customer Service Department Manager. She works with in her department: Peter, Tom, and Kristin — who also all report to Keri. In the general internal workflow, Shannon falls into the “beginning” component of the business cycle and doesn’t see projects in their middle and finished phases. She receives information from the customer and supplies information to all departments within the company using their current standard REQ form and Spec Sheet. Inter-department communication (sometimes too much commu- nication or not enough communication) Types of communication (email or phone calls) are not sufficient for proper information gathering within company Design time takes too long (personnel, not enough people in the Design Department) UX Samples - Sumi Saini Eric Product Design Manager I need to make sure that the information I receive on the REQ form is flawless, otherwise the work I do is a waste of time and it has to be re-done because of a small error or typo. Eric manages the design department and fills in holes as needed. He’s involved in overall marketing decisions and direct branding. He’s involved not only in basic product offerings, but also in specialty box substrates as well; Don (owner and lead sales rep) takes Eric on sales calls every now and then to visually sketch out what they’re looking for (can be an augmented sales tool). Design department is involved in Estimates, as well as New Orders and Production (QC, Quality Control). The department itself is not client- facing but Eric is sometimes. Eric also works with in his department: David I., who is the graphic artist; Eric R., who is the CAD designer; and Jesse B., who is the Product Facilitator (physical cutter of prototypes, stock replenishment, & a little bit of everything). Eric receives information from CS and supplies information to CS. He is involved before/during/after manufacturing process as well (“first article” proofs). He uses the standard REQ form to obtain information to carry out his tasks. Sales purposely messes up the due date to speed up process Certain fields are not required and that impedes his performance because Design needs *all* the information that’s on the form; not everyone fills out every field in the form No email address for client in REQ form which makes it hard for Design Dept. to send/receive artwork and further details of project Top 3 Bottlenecks in Eric’s workflow (inefficiencies or things that hold him back): Top 3 Bottlenecks in Shannon’s workflow (inefficiencies or things that hold her back): 1 2 3 1 2 3
Transcript of USER PERSONAS -...
USER PERSONAS
A collection of user profiles that I created for a box/container company, based on multiple employee interviews, notes, phone calls, and on-site visits (in this case, the users were members of the company itself). This UX method was done in order to make assumptions about the users explicit so as to maintain focus about precisely who we were designing for. Project was to build the company a custom internal CMS that they could use to streamline their workflow and increase efficiency.
ShannonCustomer Service Representative
I wish the time it would take to get answers from other employees would be faster, so that I can do my job better and get out orders quicker.
Shannon is the lead customer service representative for the company and takes orders and sends out estimates from orders received via referral, repeat customers, internet orders, or requests from the Sales Department.
Shannon has been working at the company for over 5 years and reports to Keri, the Customer Service Department Manager. She works with in her department: Peter, Tom, and Kristin — who also all report to Keri.
In the general internal workflow, Shannon falls into the “beginning” component of the business cycle and doesn’t see projects in their middle and finished phases. She receives information from the customer and supplies information to all departments within the company using their current standard REQ form and Spec Sheet.
Inter-department communication (sometimes too much commu-nication or not enough communication)
Types of communication (email or phone calls) are not sufficient for proper information gathering within company
Design time takes too long (personnel, not enough people in the Design Department)
UX Samples - Sumi Saini
EricProduct Design Manager
I need to make sure that the information I receive on the REQ form is flawless, otherwise the work I do is a waste of time and it has to be re-done because of a small error or typo.
Eric manages the design department and fills in holes as needed. He’s involved in overall marketing decisions and direct branding. He’s involved not only in basic product offerings, but also in specialty box substrates as well; Don (owner and lead sales rep) takes Eric on sales calls every now and then to visually sketch out what they’re looking for (can be an augmented sales tool).
Design department is involved in Estimates, as well as New Orders and Production (QC, Quality Control). The department itself is not client-facing but Eric is sometimes.
Eric also works with in his department: David I., who is the graphic artist; Eric R., who is the CAD designer; and Jesse B., who is the Product Facilitator (physical cutter of prototypes, stock replenishment, & a little bit of everything).
Eric receives information from CS and supplies information to CS. He is involved before/during/after manufacturing process as well (“first article” proofs). He uses the standard REQ form to obtain information to carry out his tasks.
Sales purposely messes up the due date to speed up process
Certain fields are not required and that impedes his performance because Design needs *all* the information that’s on the form; not everyone fills out every field in the form
No email address for client in REQ form which makes it hard for Design Dept. to send/receive artwork and further details of project
Top 3 Bottlenecks in Eric’s workflow (inefficiencies or things that hold him back):
Top 3 Bottlenecks in Shannon’s workflow (inefficiencies or things that hold her back):
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USER PERSONAS - continued
AnthonySenior Plant Manager
When information supplied to me on the Spec Sheet says some-thing different than on the Print Card, we can’t run the job — which delays the whole process.
Anthony manages the Production/Manufacturing Department and helps with scheduling, planning, ordering, order fullfillment, costs, training, safety, and machinery. He oversees the creation of the containers and ensures all orders are followed through on.
Anthony has been working for the company for over 9.5 years and has the following 3 supervisors who work under him: Doug, Roberto, and David. Anthony manages what they do and cross-checks for accuracy where needed.
In the general workflow, Anthony falls into the “end phase” of the business cycle and doesn’t see projects in their start phase at all but some times in the middle design phases (when the Design Depart-ment has questions about physical product creation).
Anthony receives information from and supplies information to the Customer Service Department (90% of the time) — and has complete interaction with them for order fulfillment or if there are questions on the order. The forms Anthony uses day to day are the Use Specs, Print Cards, Scheduling, and Backlogs forms.
Non-timely communication
Poor planning and execution at shipping (not enough warehouse real estate to house products)
20 machines take 2 people to run — so sometimes there isn’t enough people to run it
JenniferSales Representative
Jennifer is a member of the Sales Team and enjoys what she does. She takes orders from customers out in the field, and sometimes directs them to place orders online when she doesn’t have time or is out of town to do it herself. She interfaces with the Customer Service Department on a daily basis and interacts with Keri (the Department Manager) the most.
Within the Sales Department, Jennifer works with: Tom, Kristin, and Beth. The biggest thing Jennifer wants to stress is that the Sales Representatives do not use most of the forms within the company, only the initial REQ form — but even then, all they do is fill out the customer information and generic order details. It’s Customer Service’s job to then follow-up and ask the customer for further details (but she says this often doesn’t happen seamlessly and often feels like she’s doing Customer Service’s job).
A step-by-step rundown of Jennifer’s tasks are: client meetings, quoting, order entry, sourcing/purchasing, inventory queries, and filing. She interfaces with customers on a daily basis and is generally seen as a liaison between all departments in the company, even though she feels that should be Customer Service’s role.
Jennifer receives information from Customers and supplies informa-tion to all other departments, mainly Customer Service. The forms she uses are the REQ form, Spec Sheet, and New Item Meeting forms. She’s looking forward to having an electronic workflow implemented in the company because she says the hard copy way of working has been a big impedment for company efficiency and success.
Not knowing where a project is at in the workflow
Accurate reporting from the floor (regarding machine waste and down time) and not just what I want to hear
Better ease of communication within departments besides internal emails
In order to make my clients happy and have repeat orders, communication is everything. And if I can’t have efficient communication within my own com-pany, how can I expect to give that to customers?
UX Samples - Sumi Saini
Top 3 Bottlenecks in Shannon’s workflow (inefficiencies or things that hold her back):
Top 3 Bottlenecks in Anthony’s workflow (inefficiencies or things that hold him back):
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INFORMATION ARCHITECTURE
Illustrating how I used Information Architecture principles for a web project, to logically organize and categorize data for ease of navigation for an electronics components website.
UX Samples - Sumi Saini
10MHz Portable Precision Ref.10MHz ~ 1.5GHz Crystal Oscillators 10MHz ~ 1.5GHz VCXO 32.768kHz DIP Crystal Oscillators 32.768kHz SMD Crystal Oscillators Active Patch Antennas (External)Air Coil InductorsAxial Leaded InductorsBalun Dielectric FilterBand pass Dielectric FilterBluetooth Evaluation BoardBluetooth ModulesCeramic FiltersCeramic InductorsChip Bead Ferrite ArrayClock Distribution ModulesCommon Mode Coil ChokeCrystal Characterization ServiceCurrent Sense TransformerDielectric Resonator OSC.Drum Core InductorsFerrite InductorsFrequency TranslatorsGeneral Purpose FerriteHigh Current FerriteIn-Circuit Board Characterization ServiceLAN MagneticsLow Pass Dielectric FilterLow Phase Noise Crystal Oscillators Low Profile Wire-Wound InductorsMagnetics & CapacitorsMCF'sMolded Wire-Wound InductorsNTC Thermistors Circuit ProtectorsOCXO SMDOCXO Thru HolePassive Patch Antennas PCIe Clock MEMS Oscillators Power InductorsPower TransformerPrecision Frequency DividerProgrammableRF & MicrowaveRJ45 JackRJ45 with USB ARJ45 with USB A, DualSAW FiltersSAW ResonatorsSMD Ceramic Resonators SMD kHz Crystal Oscillators SMD MHz Crystal Oscillators SMD MHz Quartz CrystalsSMD MHz SMD kHz (TF) Quartz CrystalsSMD MHz Thru Hole kHz (TF) Quartz CrystalsSpread SpectrumStandard SMD MEMS Oscillators Standard SMD VCXO Standard Thru Hole VCXO Stratum IIITantalum Capacitors Circuit ProtectorsTCXO/VCTCXOTest & Burn-In SocketsTest & Burn-in-SocketsThin Film InductorsThru Hole Ceramic Resonators Thru Hole MHz Crystal Oscillators Thru Hole MHz Quartz CrystalsUltra-Low Jitter Crystal Oscillators Ultra-Low Jitter VCXO Ultra-Low Noise Power SupplyUltra-Low Phase Noise Crystal OscillatorsUltra-Low Phase Noise VCXO Unshielded InductorsVaristors Circuit Protectors Wide Band ChokeWire-Wound Inductors
PRODUCTS BEING SOLD ONLINE — Crystals & ResonatorsQuartz Crystals • SMD MHz • Thru Hole MHz • SMD kHz (Tuning Fork) • Thru Hole kHz (Tuning Fork)Ceramic Resonators • SMD • Thru HoleSAW ResonatorsTest & Burn-In SocketsCrystal Characterization Service
FiltersSAW FiltersCeramic FiltersMCF'sDielectric Filters • Balun Filter • Band pass • Low Pass
Precision TimingOCXO • SMD • Thru HoleStratum III
Engineered SolutionsEngineered Solutions • 10MHz Portable Precision Ref. • Ultra-Low Noise Power Supply • In-Circuit Board Characterization • Precision Frequency Divider
OscillatorsCrystal Oscillators • SMD MHz • Thru Hole MHz • SMD kHz • 10MHz ~ 1.5GHz • 32.768kHz DIP • 32.768kHz SMD • Low Phase Noise • Ultra-Low Jitter • Ultra-Low Phase NoiseMEMS Oscillators • Standard SMD • PCIe ClockVCXO • Standard SMD • Standard Thru Hole • 10MHz ~ 1.5GHz • Ultra-Low Jitter • Ultra-Low Phase NoiseTCXO/VCTCXOProgrammableSpread SpectrumTest & Burn-in-Sockets
RF & MicrowaveBluetooth • Modules • Evaluation BoardClock Distribution ModulesDielectric Resonator OSC.Frequency TranslatorsPatch Antennas • Passive • Active (External)
Magnetics & CapacitorsCircuit Protection • NTC Thermistors • Tantalum Capacitors • VaristorsInductors • Air Coil • Axial Leaded • Ceramic • Drum Core • Ferrite • Low Profile Wire-Wound • Molded Wire-Wound • Power • Thin Film • Unshielded • Wire-WoundLAN MagneticsRJ45 Jack with Magnetics • RJ45 • RJ45 with USB A • RJ45 with USB A, DualFerrite Chip Beads • Chip Bead Array • General Purpose • High CurrentChokes • Common Mode Coil • Wide Band ChokeTransformers • Current Sense • Power
SITE-FLOW MAPPING
An example of a simple site-flow map I created for a solar company’s website to organize and verify information organization prior to wireframes, protoypes, and actual website build.
UX Samples - Sumi Saini
HomepageConsists of 8 Main Pages
(8 Main Buttons)
HOME COMPANY WHAT WE DO
Development Services
FinancialIncentives
(current website content)
InvestorRelations
(current website content)
Links to otherrelevant websites(current website
content); Removing “Solar
Documents” except for Solar Map
Contact Form(current website
content);Removing Contact
Names
Old Blog Entriesfrom homepageautomatically go
here
CAREERS
EngineeringServices
Energy-Efficiency
Application SpecificServices
Cool RoofSystems
BENEFITSINVESTORRELATIONS NEWS REFERENCES CONTACT
Cool RoofSystem
(1) LED Lighting:- PAR
- T8 Tube(2) Power Conditioners
HydrogenFuel Cells
(1) LED Lighting:- PAR
- T8 Tube(2) Power Conditioners
HydrogenFuel Cells
FeaturedProducts
FeaturedProducts
FeaturedProducts
FeaturedProducts
FeaturedProducts
ContactSales Rep 3
ContactSales Rep 2
ContactSales Rep 3
ContactSales Rep 2
ContactSales Rep 1
Application "Energy" Engineer
Director ofSales and Marketing
Marketing Manager
Account Managers / Consultants
Review Featured Products toinquire to sales reps about
Review Financial Benefits toinquire about estimates
Review Investor Data toinquire about
Red Routes Identified
UX Samples - Sumi Saini
WIREFRAMING
An example of a simple wireframe I created for a solar company’s website that maximized time in the planning stages in order to avoid more costly changes during website development.
Logo
HOME NEWS CONTACTCOMPANY
DEVELOPMENTSERVICES
ENGINEERINGSERVICES
ENERGYEFFICIENCY
PROJECTDEVELOPMENT
ENERGYSTAR
LEDLIGHTING
SOLAR IMAGESSLIDESHOW
WHAT WE DO INCENTIVES
Tagline
INVESTORS REFERENCES
BUTTON BUTTON BUTTON
BUTTON BUTTON BUTTON
HOMEPAGE —
UX Samples - Sumi Saini
WIREFRAMING - continued
CONTACT BUTTON
Logo
HOME NEWS CONTACTCOMPANY
RELEVANTSOLAR IMAGE
WHAT WE DO INCENTIVES
Tagline
INVESTORS REFERENCES
PRODUCT PAGE —
HYDROGEN FUELCELL IMAGES +
CHARTS
ILLUSTRATION # 1
ILLUSTRATION # 2
HIGH FIDELITY, CLICKABLE PROTOTYPING
Realistic mockups of websites I created for Reebok’s Crossfit gyms after the previous rapid prototyping phases were fine-tuned, in order to communicate the final visual plans for the site to Reebok prior to website development.
UX Samples - Sumi Saini
UX Samples - Sumi Saini
HIGH FIDELITY, CLICKABLE PROTOTYPING - continued
USER-JOURNEY MAPPING
An example of the Reebok Crossfit websites user-journey map I created, in order to improve efficiency and reiterate user focus to all project participants. To better understand a company’s users, a company strategy aimed at defining it’s users success is created first, shown below.
UX Samples - Sumi Saini
dis
co
very
enga
g
em
ent
rew
ard
conve
rsio
nsuccessful web
user experience
product discovery through local
advertising, social media, and word of mouth
customer engagement through frequent website updates and interactive
features
convert customers to become gym members
through ease of sign upreward clients by enabling them to earn discounts
through referrals or facebook checkins
physicallyactive users:
novice to expertcrossfitters
USER-JOURNEY MAPPING
An example of the Reebok Crossfit websites user-journey map I created.
1 2
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5 6
78
9 10
DISCOVERY
ENGAGEMENT
CONVERSION
REWARD
REWARD
“I’ve heard about this crossfit trend, I want
to know more.”
“This plan out of them all seems the most suitable for me.”
“I find this pricing option affordable for
my needs.”
“I’m ready togive this a shot!”
“I feel comfortable trying some workouts
on my own.”“I want to participate
in the crossfit community.”
“Where can I find some workout accessories?”
“I’d like to tell my friend Jake about this
place, so we can workout together.”
“What exactly makes crossfit different from
other programs?” “What’s a burpee?”
“What qualifications do the instructors have?”
“What does a crossfit workout look like?”
“Where and when are the sessions I can attend?”
UX Samples - Sumi Saini
curious about crossfit,
google/referral/ad
brought them here
view the daily w.o.d.’s
to work at & track
personal achievements
visit store and blog for
products and tips
take advantage of
discount promotions
(referral/social media)
learn what crossfit is,
find out how to get
started
find out more about
coaches and workouts
look at gym location
and schedules
decide on membership
plan and sign-up for
newsletter
reserve a seat & attend
a class to experience
crossfit
choose pricing options
and sign-up
