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User Experience Portfolio - Selected Case Studies

Case Study 1: Reengineering Auto Auction Operations System
Objective:
Reengineer the existing AS400 application and create a usable web based system for managing Auto Auction Operations.

Challenges:
  • Improve the business processes to boost productivity among the auction operations staff.
Services Rendered:
  • Contextual Enquiry
  • Internal Business Stakeholder Interviews to uncover critical viewpoints and internal challenges
  • Defined information architechture & user workflows
  • Created User Experience Strategy Framework
  • Created wireframes & conduct usability testing
  • Manage offshore team and deliverables in align with the project plan
Solution Offered:
Created a usable web based user experience strategic framework with best practices for performing different functions like Registration, Transportation, Reconditioning and Sales.		 Before

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Case Study 2: Publishing Portal - User Experience Framework
Objective:
Analyze 40+ SourceMedia online publication portals and create a user experience strategic framework with industry best practices.

Challenges:
  • Provide consistent Experience across all the publishing portals and increase revenue
  • Increase advertising revenue
  • Reduce customer support cost
Services Rendered:
  • Contextual Enquiry
  • Internal Business Stakeholder Interviews
  • Determine site architechture & user workflows
  • Created User Experience Strategy document
  • Created wireframes to demostrate the proposed framework for their portals & conduct usability testing
  • Manage offshore team and deliverables in align with the project plan
Solution Offered:
Worked on simplifying the online subscription models for different business requirements and created Standard UI components for key landing pages, search, account management and community components

Snapshots

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Case Study 3: Reengineering Insurance Quote Management System
Objective:
Reegineer the existing insurance application and construct Front-End user interface using a browser-based delivery mechanism.

Challenge:
  • To design, construct and implement a new user interface which is intuitive and usable for the agents and home office users to do business efficiently.
Services Rendered:
  • Contextual Enquiry and user surveys
  • Internal Business Stakeholder Interviews
  • Cord Sorting and site map definition
  • Create User Experience Strategy Framework
  • Create wireframes & conduct usability testing
  • Manage offshore team and deliverables in align with the project plan
Solution Offered:
Created a user experience framework where real-time transaction processing is simple, intuitive and rapid and also Re-address and enhance the Customer Information capabilities of ERIEConnection in order to meet the needs of the Insuarance Agents.

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Case Study 4: Auction Management Portal - Listing Product
Objective:
Reengineer the Lister product in our website(Andale.com - now Vendio)more compelling for the existing user base and attract new users from our competitors like eBay.

Challenge/Customer Pain Points:
  • Less Productivity
  • Time Consuming
  • Learning curve is too high
Services Rendered:
  • Contextual Enquiry
  • Internal Business Stakeholder Interviews
  • Revise user workflows
  • Create wireframes & conduct usability testing
Solution Offered:
I began by interviewing 6 customers, asking them each a set of questions about the existing lister and the smart features they look in from the new version. Identified and integrated the following smart features to Lister from our eBay recommendation engine: Price-range, listing options including Category, Listing price, Starting Price, Listing Day & Time, Duration.

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Case Study 5: Auction Management System - Activation
Objective:
Reengineer the product activation part of the portal and create a simple and intuitive steps for new customers.

Challenge/Customer Pain Points:
  • Less Productivity
  • Time Consuming
  • Learning curve is too high
Services Rendered:
  • Contextual Enquiry
  • Internal Business Stakeholder Interviews
  • Determine site architechture & user workflows
  • Create User Experience Strategy Framework
  • Create wireframes & conduct usability testing
Solution Offered:
From products registration page, the 3 easy activation steps are introduced to easy in the process for new users. Together with their customer support team, we dramatically simplified the entire user experience, keeping the focus on the customers using self serve mode to activate the products at Andale.com. An interactive flash demo is been introduced to support the same.

Results:
This largely reduced the activation calls made by the Customer Support Team.

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Case Study 6: Auction Management Portal - User Experience Framework
Objective:
To create a scalable user experience framework for the auction management portal with growing number of products

Challenge:
  • Create intuitive navigation and logical grouping of products for easy access
Services Rendered:
  • Contextual Enquiry
  • Internal Business Stakeholder Interviews
  • Determine site architechture & user workflows
  • Create User Experience Strategy Framework
  • Create wireframes & conduct usability testing

Solution Offered:
Reengineered the navigation and pages under four major groups and consistent design with navigation serving the needs of online sellers and business partners. (Note: This site is been changed after merging with Vendio.com)

  • Research Tools
  • Auction Tools
  • Store Tools
  • Merchant Tools


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Case Study 7: Rich Media Internet Application Interface Design - Insurance Customer Acquisition System
Objective:
Reengineer the existing Insurance Customer Acquisition application of Sunlife and construct Rich Front-End user interface using a browser-based delivery mechanism.

Challenge:
  • Utilize the ‘richness’ of rich Internet application frameworks such as Adobe Flex to reduce training time, increase process efficiency, and simplify the user interface.
Services Rendered:
  • Contextual Enquiry
  • Internal Business Stakeholder Interviews
  • Determine site architechture & user workflows
  • Create User Experience Strategy Framework
  • Create wireframes & conduct usability testing

Solution Offered:
Removed of redundancies of business functionality and workflow issues in Client’s existing functional systems and automated all manual process integrating within the workspace.
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Case Study 8: OCBC Consumer Banking Portal - Revamp
Objective:
Create a intuitive interface for OCBC personal banking customers for easy access online

Challenge:
  • Less Intuitive
  • Time Consuming
  • Learning curve is too high
Services Rendered:
  • Contextual Enquiry
  • Internal Business Stakeholder Interviews
  • Determine site architechture & user workflows
  • Create User Experience Strategy Framework
  • Create wireframes & conduct usability testing

Solution Offered:
Involved in reengineering of Consumer Internet. Banking Portal for OCBC, by applying Best practices for User experience and conducting focus group to deliver better online experience.

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User Experience Design, Usability Engineering, Information Architecture, User Research,Strategy triggers definition, Feature prirotization, Need analysis, Strategy Framework, Navigation Framework, Key components design, Wireframes, Style guide, Card sorting, Mental model design, Site architecture, Work flows,Contextual inquiries, Quantitative(heuristic) evaluation, Qualitative evaluation, One-to-one interviews, Survey, End user testing, log analysis, Focus group moderation, Task analysis, Persona design, Scenarios, Web 2.0 , Web application interface design, content management system, enterprise information portal, online community, social networking, mobile application design, blogger, UI analysis, Navigation framework, Usability methodology, Outsourcing, Usability in India, Offshore Development, Development Partner, India, Atlanta, NewYork, Singapore, Customer Research, Taggin, Cognitve Psychology, Consulting, Product Design, eBay, HCI, HCI Professionals Salary Survey, Design