Sean Baxter UX Portfolio 2014

February 13, 2014Version: 1.0

Sean Baxter: User Experience Portfolio

Everyone is looking for a ninja, wants a rockstar, and needs a guru. However, these buzzy titles aren’t really about the person using your application or service. Me, I’m passionate about creating a great experience for the user.Here you’ll find a collection of my user experience design work, process and thinking. Feel free to categorize it as Ninja-Rockstar-Guru but for me it’s pure energy. UX NRG Baby!

Table of Contents

Large Tech Company

IxDA ‘11

Anonymous Start Up

Hip Chick Style

Design Process

Urban Island

FLC Boulder

Cisco Assessment Tool

pg. 3-5

pg. 6-10

pg. 11

pg. 12-17

pg. 18

pg. 19

pg. 20-21

pg. 22

Comcast Business pg. 23

Sean Baxter PortfolioVersion: 1.0 Published: February 13, 2014Version: 1.0 Published: February 13, 2014

Sean Baxter Portfolio | February 13, 2014 Page 3

Story:

Large Tech Enterprise “Anonymous”

Problem: A large enterprise needed a site redesign that included their brand and the collateral from several acquisitions. They also wanted the site to be responsive.

Methodology: Stakeholder Interviews, Information Synthesis, Competitor Analysis, Content Audit, Experience Architecture, Taxonomy, User Story, Site Map, Wireframes.

Solution: After refining the project over several meetings, a content strategist and I began conducting stakeholder interviews. We then synthesized and organized the information into pillars. Along with a content audit, competitor analysis, we created a site map and wireframe document with annotations.

Role: UX Designer

Results: This project is in process.

0.0 Company.com Homepage

1.0 What We Do

3.1.1

2.0 Industries We Serve 3.0 How We Help... 4.0 Thought Leadership

0.1.1 Executives

0.1 About Company

Utility Pages

4.1 Customer Strategist Journal

0.3 Investors

Level 2

External Link

Level 1

Legend

1.1.1 Customer Experience Strategy

1.1.2 Systems & Operations

1.1.3 Culture & Workforce

1.2 Analytics

1.2.1 Customer Intelligence

1.2.2 Marketing Analytics

1.2.3 Contact Center Analytics

1.2.4 Voice of the Customer

1.3.1 Multi-Channel Communications

1.3.2 CRM

1.3.3 Customer Data

2.1 Automotive

2.2 Financial Services

2.3 Healthcare

2.4 Communication, Media, & Telecommunication

2.5 Government & Public Sector

2.6 Technology

3.1.2

3.1.3

3.1.4

4.2 Case Studies

4.3 White Papers

4.4 Webinars

Search0.5

0.5.1 Search 0.6.1 Contact

0.1.2 News

0.1.3 Locations

4.5 E-Newsletter

4.6 Blog

0.4.1 Foundation

0.4.2 Vision & Mission

0.4.3 Request a Grant

0.4.4 Global Impact

0.4.5 Community

0.4.6 Environmental Approach

0.4.7 Annual Report

0.3.1 Board of directors

Company leadership

Stock quotes

Financial reporting

Investor services

Analysts

SEC filings

0.3.2

0.3.3

0.3.4

0.3.5

0.3.6

0.3.7

Level 3

4.7 Social Media Hub2.7 Diversify/Other

Careers

1.4.1 Customer Care1.4.2 Technical Support1.4.3 Licensed Associates

Consulting1.1

0.4 Corporate Responibility

1.3 Technology

1.4 Care Services

1.5.1 Digital Demand

1.5.2 Lead Generation & Nuturing

1.5.3 Sales Acquistion

1.5 Growth Services

1.5.4 Growth & Retention

3.1 Acquire more customers

Generate more qualified leads to acquire new customers.

Know the voice of the customer to optimize our business

Provide a unified multichannel customer care experience

Effectively manage cloud and legacy systems to improve customer service

3.2.1

3.2.2

3.2.3

3.2.4

Retain and improve loyalty for existing customer

Improve the customer experience across multiple channels

Know my customers to provide the right sales experience

Make it easy for my customers to buy

Leverage customer data across multiple channels to improve the customer Segment our customers, identify their lifetime value, and provide them tailored

Know my customers and personalize customer care

3.2 Retain more customers

3.3.1

3.3.2

3.3.3

3.3.4

Improve retention, increase loyalty and

3.3 Grow value of customers

0.2 Contact0.6

This is a sitemap that I developed in tandem with a content strategist for a large enterprise’s website resdesign.


Sean Baxter PortfolioVersion: 1.0 Published: February 13, 2014


Sean Baxter PortfolioVersion: 1.0 Published: February 13, 2014

MAIN CASE STUDY

RECENT BLOG POSTS & SOCIAL MEDIA AGGREGATOR

SUBSCRIBE TO E-NEWSLETTER

Follow us:

CASE STUDY #2

OTHER #3

OTHER #4

THOUGHT LEADERSHIP JOURNAL

WEBINARS, NEWS AND EVENTS

CAREERS INVESTORS CORPORATE RESPONSIBILITY Search

What We Do Industries We Serve How We Help Thought Leadership

ABOUT

English

CONTACT

Copyright Company 2014

Main Service #1sub-category #1sub-category #2sub-category #3



CONTACT US

Corporate Office+1.800.COMPANY(+1.800.555.5555)

Outside of the U.S. please dial +1.555.555.5555+1.555.555.5555 (fax)

solutions@companycom

12345 Steet Name City, StateU.S.A.00000-0000

WHAT WE DO

About

Customer Strategist Journal

News

Webinar & Events

TeleTech Blog

Careers Investors Corporate Responsibility Locations Privacy Policy

INDUSTRIES WE SERVE THOUGHT LEADERSHIP

Industry #1

Industry #2

Industry #3

Industry #4

Industry #5

Industry #6

Industry #7

LOGO




Annotations:

A

BC

D Localization Toggle: This feature will not be available during launch and will utilize white space. Eventually, users will be able to toggle between English, Spanish and Portuguese.

B

Primary Navigation: Helps route users to the primary information and content on the site. Upon rollover a mega menu with sub-categories will drop down and partially take over the upper region of the page just below the main navigation subjects. Users will be able to drill down to relevant sub-category content within one click. The look and feel will be explored with and without imagery during the design phase.

C

Utility Navigation: Helps route user to useful content and areas of the site that are beyond the core purpose of most visitors. This is not CMS driven, but can be updated via commented HTML.

A

Hero Area: Highlights the latest content such as case studies, videos, news and events. Design will explore the look and feel of headlines, text, images and call to actions. Each hero and placement can be modified via the CMS. The Development team will explore the idea of serving dynamic content.

D

Customer Journal Module: Featured Customer Journal content. The content in this module can modified in the CMS. This may link out to a 3rd party site and is still TBD. This module features content from the Executive Journal.

E

Recent Blog & Social Media Aggregator: Recent blog and social media posts via channel feeds are displayed here. This will pull in the most recent posts from the external TeleTech blog and select connected social media channel feeds.

F

E F



Story:

IxDA ‘11

Problem: IxDA wanted to create a memorable and magical transportation experience for attendees of IxDA ’11 in Boulder, CO. Most attendees wouldn’t necessarily know that Boulder was 45 minutes away from Denver International Airport. They would also not know how to navigate in a new city centered at a major university.

Methodology: Stakeholder Interviews, Online Survey, Contextual Inquiry, Ethnographic Research, Mental Models, Persona Development, Wireframes.

Story: Over the course of several months 6 team members tightly collaborated on the research, synthesis, and opportunity identification. A larger 18-member team continued the persona development and design ideation. I was one of the original 6-team members and then the larger 18 members.

Role: UX Research

Results: In an attempt to revitalize analog solutions to problems XMarks became a physical wayfinding deployment across Boulder. Each sign contained a Microsoft Tag that provided visitors with bus shuttle tracking information including routes and schedule information. This was a part of a larger execution for IxDA ‘11 in Boulder. The larger team developed all solution after synthesizing our research.



BDW IxDA Methodology Summary

Targeted Users: Interaction 11 attendees

Documentation of group progress and process: Blog, Photos, Videos, and Audio recordings.

Phase 1: Research & Insights

Research Goal 1: Gather information about general travel and conference attendance.

Methods Used: • 5 question online Survey• Administered prior to live interview• Live Interview

Interviewee categories: • Past Interaction conference attendees• Attendees of other conferences• Frequent travelers (business people)• Individuals traveling to a city new to them

Insight Goal 1: Visualize the confines of the system Methods Used: • Concept Mapping• Temporal and Semantic zoom 0, +1 and -1 zoom



PHASE 1 RECAP



Secondary Persona



Primary Persona



Story:

Start Up “Anonymous”

Project: A well-funded Tech Company specializing in social media data aggregation wanted to leverage their technology though a new SaaS tool.

Methodology: Task Analysis, Competitor Analysis, Mind Maps, Personas, User Journey, User Story, Wireframes.

Solution: This project spanned a number of sprints with several start/stops and pivots. I researched and compared existing products and design patterns along with creating mind maps and modifying existing personas from their B2C products. I helped generate user stories and journey maps and created wireframes.

Role: UX Designer in an agile pod with an Art Director, Developer, and Producer

Results: This project is in development.



Story:

Hip Chick Style

Problem: After observing a gap in the market I wanted to create an application that allowed young girls to engage in fashion creations via their mobile devices.

Methodology: Competitor Analysis, Interviews, Ethnographic Research, Personas, Card Sorting, Site Map, Wireframes.

Solution: After observing a gap in the market we wanted to create an application that allowed young girls to engage in fashion creations via their mobile devices. Through interviews with the target demographic, we determined that a gamified fashion-sharing app had desirability. For this age group, I found contrasts with competitors that targeted a younger or older market. We created a persona based on our interviewees. We went through several iterations of user stories and created a business plan, site map, user flow, and wireframes.

Role: Research, Design, and Development

Results: After failing to secure seed funding the project was disbanded.


Hip Chick Style PersonaName: Vanessa

Age: 15

Location: Oakland, CA

Grade: Freshman High School

Parents: Single mom Upper middle class

Siblings: Older sister (19)

Interests: Shopping, Fashion, Dating, Acting

Music: Beyonce, Glee Cast, Lady Gaga, Ke$ha, Usher

Favorite Colors: 80’s neon colors, pink, lime green

Favorite Brands: American Eagle, Forever 21, Hollister,

Charlotte Russe.

Site Discovery: Friends (WOM), fB, myspace, teen mags.

Vanessa is 15 going on 25. With an older sister to show her the latest trends, Vanessa prefers things that are slightly older than her age. She loves being a trendsetter and always shares her new looks with her friends via Facebook.












Story:

Design Process

Problem: I needed a repeatable process and form of measurement for my visual designs.

Methodology: Mind Map, Anecdotal Research.

Solution: Borrowing from my work as a Cinematographer I categorized my thinking/approach into a checklist to apply to any design considerations. I walked through my process when helping directors visualize their stories. I deconstructed a scene from “Algeny: The Genetic Factor” that had several complicated camera choreography. I further realized that I innately took this approach on many of my film/video/photography assignments.

Role: Design Thinker

Results: TBD - This needs to be validated through multiple case studies. Further iteration required.



Story:

Urban Island

Problem: Urban Island is a steel pan band based in Denver, CO. They were using a music template from their webhosting company but felt the design was cookie-cutter and limited.

Methodology: Site Audit, Design Discovery, Wireframe.

Solution: I worked with the bandleader to enhance the experience for their visitors. After going through a wish list and a design inspiration session, I created an interactive prototype using Axure for the band to experiment.

Role: Designer

Results: This project is in development.



In 2011, The Family

Learning Center wanted to

update the look and feel of

their website to be an

information rich location

that encouraged donors to

respond with a gift.

Using this html mock up as

a template I rewrote the

code from scratch in

HTML5/CSS3 to ensure the

site felt modern and stayed

current with the latest

browsers.



add illustrated icons to nav to strengthen child education message and reinforce hyperlink

create more contrast in billboard to help segment page and highlight photos

css button rounding with borders to soften feel yet create pop

redesign billboard image gallery & add animated pop up description (vs. static)

redesign segment articles to decrease order of importance but maintain relevancy on the page

redesign footer to segment repeated information

address in footer to strengthen location visibility throughout site

NEW OLD



Problem: Cisco needed update their assessment tool that guided current and perspective clients through their Internet of Everything interactive experience and services. They wanted a desktop and mobile solution.

Methodology: Task Analysis, Experience Architecture, User Flow, User Story, Wireframes.

Solution: After working through the project requirements we developed user stories and use cases to create the user flow. Through many white boarding sessions I developed the experience architecture and generated a workflow and wireframe document.Role: UX Design

Results: We successfully delivered the assets to the client and met expectations.

Story:

Cisco Assessment Tool

10