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Susie Robson Portfolio

Susie Robson Portfolio. UX Design and Research. Activation UI (AUI). Design problem: Design a new application for license activation 3 key components: An interface to create and extend trials

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Susie Robson Portfolio

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  1. Susie Robson Portfolio UX Design and Research

  2. Activation UI (AUI) • Design problem: • Design a new application for license activation • 3 key components: • An interface to create and extend trials • An interface Customer Service could use to assist customers with non self-service licensing tasks, or that customers were unable to do on their own (e.g. activating, re-designations, etc.) • An interface for the Admin to perform tasks related to policy and license file management

  3. UX design process Analysis Design Specification Create paper prototype Usability test Testpaper prototype with end users Revise prototype Test again Create detailed mockup Final usability test Visio specification Identify 80 use cases (tasks) Assumptions, Triggers, Goals Create workflow diagram Incorporates all 80 use cases

  4. Workflows Analysis Visio document printed on plotter printer. This represented all 80 use cases.

  5. Prototypes (with annotations) Design Design 3x Test

  6. Consistency across all apps • All internal application shared a consistent Search page

  7. Hand off to development Specification • Screen shots with descriptions

  8. Final UI • Less moving between screens • Ability to find all information in one place • Improved learnability and productivity

  9. Wireframes • Create Visio wireframes for new content management application, verify workflow and design through usability testing

  10. Wireframes

  11. Siebel for Call Center • Improve Siebel for Call Center • Reduce call time • Reduce wrap-up time • Expand customer touches • Conducted brainstorming sessions with users to identify pains • Contextual inquiries • Facilitated usability study with 27 users • Identified top 3 issues that, if fixed, could save over $1,000,000/year

  12. Siebel for Call Center

  13. Siebel for Support Teams • Continuously improve Siebel for Tech Support, Customer Service, Install Support • Reduce pre-call time • Improve email within Siebel • Added Save button to F9 mail • General workflow • Solutions • Localization • Much more

  14. Siebel

  15. B2C websites • Facilitated sessions to improve B2C websites using eye tracking, biometric feedback, and usability observations • Identified areas that were overlooked or were frustrating • Identified areas that stood out, seemed most important

  16. B2C websites

  17. Websites • Designed, developed, maintain several websites for nonprofits • Dreamweaver with HTML and CSS • Wordpress

  18. Websites

  19. Matlab Central – User Community • Redesign User Community site to add more blogs, improve usability, update the Newsgroup, allow for tracking their own posts • Add Social Networking, tag clouds to community site

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