My process
Whatever it is, the way you define problem can make all the difference.
Personal practices/methods
Talk to real users.
To understand how a user thinks or what they are trying to do, let’s just ask them. A 20 min call can provide an unbelievable amount of clarity.
Uncover user needs.
“People don’t want a quarter inch drill, they want a quarter inch hole.” Users often don’t talk about the hole they want, just about how much faster the drill should be. Dig deeper.
Jobs to be done.
Reframing a problem statement into a jobs statement can provide an entirely different perspective! And often is applicable to more that just one user role.
Bring along others.
We’re never going to be the subject matter expert for all problems or domains. Inviting product managers and even developers has provided so much value for both my understanding and the entire team’s.
Don’t reinvent the wheel.
No matter what industry we’re building for or what problem we’re solving, there is a similar solution being used. Sometimes the best way to remove the ambiguity of a problem is to find an existing pattern and replicate it.
Prioritize team health.
Painting with large brush-strokes here, a happy team is an effective team. If there are dynamics at play that are hindering productivity, be open. Sometimes what may feel like over-stepping is just a different process or confusion on expectations.
Case studies
I’ve collected quite a few different case studies throughout my career, some of which are below. If you’re interested in learning more, I’d be happy to review them during a 1:1.
Influencing a roadmap
Used JTBD Need Statements to understand priority of design solution and influence iterative implementation of holistic design solution.
Iterative value
Asked to replace an existing product with a web-based tool that allows agents to handle credit adjudication cases more proactively.
Introducing a holistic solution with iteration
Created a model for integrating disparate product features and use cases then presented solution to product and development team to gain alignment.
Reusable Decks
“Access is a civil right.”
— Lainey Feingold (Disability Rights Lawyer, writer & activist)
Collaborated and presented with a developer to speak on the need for accessibility in software.
“Good design is good business.”
— Thomas Watson Jr. (former IBM CEO)
Collaborated with another designer on the foundational elements of industrial design that influence UX and software.
