Client: City of Seattle
IT Management System Redesign
Lead user research and interviewed 12 target users, affinity diagrammed the results to define the user pain points.
Communicated research findings continually to ensure that our innovative designs stayed aligned with user needs and achieved a 49.3% usability increase.
Collaborated with stakeholder and project manager to identify and prioritize research opportunities and presented findings and recommendations.
Conducted usability testing for interaction design feedback and conducted A/B testing on language elements.
Developed a brand voice and tone to establish language consistency across IT Service platforms achieving more user friendly experience.