Human-centered design

I think big (zoom out) and can execute (zoom in) as part of my job of being an Ai Experience Architect. Not only do I create teams and governance frameworks, but will also create the actual technical docs and execute on the strategies as part of my work.

These are tactical examples of some of the experiences I worked on and helped create.

Note: All case studies featured here are from projects prior to my time at Bank of America (before 2018). For more recent examples of my work in multimodal UX & conversational AI service design, chatbot, and NLU interfaces, please reach out directly. Due to confidentiality, I am unable to showcase these projects online but can provide relevant case studies upon request.

EXAMPLE: AI SOCIAL LISTENING TOOL, NETWORK INSIGHTS (2013)

HELPING STAKEHOLDERS VISUALIZE COMPLEX IDEAS

ROLE: SR. EXPERIENCE ARCHITECT

KAIROS, an AI-powered tool from Networked Insights, helped social media analysts understand online discussions about their brands easily, without having to manually search for keywords or use non-AI based metrics tools, which couldn't capture intent or context.

KAIROS could help predict behavior, but it was difficult to use and not intuitive for occasional users. I worked with the product manager and front-end devs to co-create and document a visual boolean logic editor that even CMOs could use. This was all made possible by simple, non-intimidating conditionals documentation and supporting prototypes, video mock ups, and storytelling.

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SEE PROTOTYPE

Want to see my interactive wires that helped me sell my ideas to product owners and developers?

(Password: Robot)

EXAMPLE: MULTIMODAL TELEMATICS, BMW (2015)

DESIGNING THE MULTIMODAL EXPERIENCE

ROLE: UX RESEARCHER & ARCHITECT

BMW wanted to validate several connected car concepts, so we lean tested the concept via axure prototypes, in-car POCs, and After Effects animations concept testing

RESULTS?

Big picture, they proved the value of UX design enterprise-wide, and BMW received corporate funding to establish and scale out their in-house Experience Design Team.
Small picture, they validated their designs leveraging Lean UX research, pretty quickly and with a modest budget.

(Feel free to ask me about these concepts in person)

EXAMPLE: MULTIMODAL TELEMATICS, ALLSTATE (2015)

FACILITATION, COLLABORATION & DOCUMENTATION FOR INNOVATION

ROLE: UX RESEARCHER & ARCHITECT

I worked as a subcontractor at a digital agency named Manifest. We were hired by ALLSTATE to help ideate mobile app safety feature ideas and create working concepts.

Concept 1: HANDS FREE was a feature developed for new drivers. It automatically blocked all calls, texts, videos, and even music (optional) when driving was detected. Fully customizable by the parent, the parent could whitelist up to 5 people who could call or text while on the young driver was on the road. Parents even block YouTube or other media or could specifically allow music apps to be whitelisted.

Concept 2: SAFER ROUTE was a product that leveraged APIs and AI to determine the safer routes a driver could take to their destinations. Included alerts and calendar / appointment integrations.

I helped facilitate brainstorming sessions for safety features inside Allstate's innovation lab.

We documented the UX flows and key screens product on a giant white board, documenting all of the various open questions and use case as they occurred.

Instead of traditional documentation, we just updated our white boards with the latest conditions.

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Example of a flow document for HANDS FREE

EXAMPLE: VOICE DESIGN & RESEARCH OPS, INTRADO (2017)

FACILITATION HELPS AMAZING IDEAS GET DISCOVERED

ROLES: UX RESEARCHER, VUI PROTOTYPER, & VIDEOGRAPHER

As part of the INTRADO Research & DesignOps team, I created Alexa voice prototypes & system personas for their clients’ products.

I also recorded and edited the workshops we faciliated as part of our Voice User Interface process.

Workshops have helped me connect with stakeholders and organically extract insights I never thought I could extract.

I also created simple Keynote templates for other VUIs to use to help explain their ideas to their clients relatively quickly.