Malwina Stepien User Experience Portfolio
My mission: ‘To create empowering, relevant and engaging products through insight and design’
Contact: 07513294958 malwinastepien86@gmail.com
Contents of my portfolio: About me Discover Design Define Case Studies
My toolkit:
User Stories
Personas
Scenarios
Analysis
User Survey
Concept Map UserFlow
Wireframes
Fig. 1. User Experience Deliverables January 27, 2009 [icons] At: http://semanticstudios.com/publications/semantics/000228.php
Concepts
Prototypes
Reports
Presentations
Design Patterns
About me Beginning my career as a product designer has enabled me to bring a high degree of complimentary skills, knowledge and experience to the UX design role. A big believer in research, I use whatever is at hand to help inform my solutions, or create the required documents to gain the insight needed. These can be such things as surveys, ethnographic research and usability test results. This dovetails well with co-creation and co-design with users and business owners to deliver highly customized brand experiences at every point of interaction. My work is currently focused on the full spectrum of digital channels, covering the differing specifications for mobiles, tablets and laptop or desktop computers. I align closely with visual design, development and marketing teams to bring these new concepts to life, always looking to improve the way brands interact with the customer and helping to build long term loyalty.
I’m a curious explorer who never stops to investigate. I believe that collaboration is the best way to create a great user experience.
Discover
UX workshops Toolkit: User Stories, Personas, Scenarios,
Fig 2
- Mentor - Teacher - Expert give their time collaborate
User Survey, Concept map, Service Blueprint, Project plan
give funding encourage to innovate
badge of honor
reputation
recognition
advice help
Open Innovation platform -School of innovation The challenge of this project was to involve several stakeholders in the design process, because there was lack of clarity and objectives. We wanted to understand the bigger picture and know the context better. My role was briefed as the UX designer but I have decided to take a step beyond my UX role and suggested to facilitate a stakeholders workshop to identify the business objective and define the design process. I was the facilitator of the workshop and tasks covered generated business concept map ( see Fig 2 ) and applied the outcome to the second task - visualised the digital outcome and service blueprint. The workshop was a huge success to gather all stakeholder together to understand the scope of work and the design process.
- Stakeholders - dmg media
new ideas
support innovators
promotion give ÂŁ funding part of the profit
- Innovators generate ideas, solve challenges
co -create
support and give funding
give feedback, inspire, collaborate
internship ooprtunities
give ideas, their time and contribution
Graduates Universities Community Members
school of innovation
help to innovate invest
-
brings ideas to life
share opinions
rate/ comment on ideas
build on ideas - Investors validate, buy shares
test ideas incentives? partnership part of the profit based on contribution
workshops promotions
- Partners - TED talks - Google inspire collaborate
- Observers - dmg community
Discover
nectar high-level analysis
1
The good: 1
1 UX analysis & review
2
2
3
Toolkit: Analysis, User Stories, Report, Design Patterns, Presentation 4
3 4
Nice and clear interac,on with a points adding module Clear primary hero content Messaging highlights different ways the user can redeem their points Nice filter module clearly shows the sec,ons a user can expect to see
2
MyMail website- Rewards club The task given was to collect the best practices of global and local competitors in the initial phase of the project. 3 We wanted to understand the competitor landscape and how our proposals would help provide the best in class experience. This is part of the presentation I created for Mymail website. My role was to conduct an analysis, prepare the presentation and present to the stakeholders.
The bad: 1 2
3
Module wastes space and could have been be=er designed Very li=le ini,al informa,on doesn’t let the user understand the nature of the reward without effort The filter is useful, but there isn’t a way to sort the informa,on aCer that
Design
Personas Toolkit: User Stories, Personas, Scenarios & Use cases, User Survey, Story boards, Workshops
Design DOROTHY: Safe jet-setter
Biography Dorothy and her husband Clarence own their detached house in Ealing, which they have lived in for many years as the family home. Their children now have mortgages and children of their own, and Dorothy and Clarence spend a lot of time with (and money on) their grandchildren. Dorothy and Clarence spend most of their time together now they are retired, so they like to keep themselves mentally and physically active. They love to travel – usually to Europe (Italy feels like a second home), but Dorothy also likes to collect prestigious travel experiences (eg India’s Golden Triangle) and tick them off her bucket list. She sees herself as a savvy world adventurer but likes the safety and comfort of a fully escorted tour or cruise and the companionship of other couples like themselves.
Personas "It is so nice to share our passion for travel without sacrificing comfort!"
They enjoy ‘affordable luxury’ such as 4* level; they want to be comfortable but that’s not the main reason they travel. They respect value for money – they are willing to pay more for quality, but pride themselves on paying no more than necessary (such as getting the best bargain on a like for like basis). Although retired, Dorothy and Clarence are extremely busy with socialising, grandchildren, rambling and waterpainting classes. They therefore appreciate the convenience of a stress-free all aspects booked holiday package – though they enjoy researching their holiday and being inspired by new travel ideas.
Persona Axis
Education needs
None
High
Time to book Short
Very long
Opportunist booker Never
Regularly
Dorothy is brand loyal but has a very short patience span for things that
Name Mail Travel website she perceives as not working properly or being unnecessarily confusing. Dorothy Parkinson For this client we were required to completely redesign their customer facing website. The majority of current users were 60-70 Age years old and had diminished cognitive and motor skills. Our 70 Brand purpose was to fully explore theirinteraction needs. The personas were a The Mail that is a stalwart Dorothy; a well-established, trustworthy critical piece of documentation wasfor extensively researched and brand. Occupation expects products/services endorsed by The Mail to be genuine it Pensioner helped during the designDorothy process. My role was to conduct the user recommendations based on quality and value. research and collaborate with market research team to discover Disposable Income insights and user needs. I organised persona workshop to share the £1,500.00 pcm insight with a whole team. Likes • Cuisine • Socialising • Travel
User Goals 1 2
To take advantage of their free time seeing places they love, regularly, and taking advantage of last minute price-drops
3
Value for money with the best experience possible, not the cheapest comparable product
Key Products • European river cruises • European escorted tours • World escorted tours • Specialist breaks (such as art break tours, literary tours)
Business Goals 1
To be positioned as a brand of trust, where the user knows anything purchased will fully meet expectations
2
Engage the user with unique, fun and personalised content
3
To provide a responsive solution that offers the best experience possible, regardless of device or location
Gear • Desktop • iPad • Kindle
To be inspired by travel options they hadn't considered but still match their specific interests
Looking for
Social engagement None
Very
"I am always on the look out for a trip that fulfils my interests"
I'm looking for my next Europe trip and take advantage of last minute price-drops. I'm looking for the best experience possible"
Holiday offers that promise amazing experiences but they can't deliver it. Offers without clear description and travel plan.
Next experience
Little
High
Technology engagement Desktop
Last exprience Last time it was very difficult to find a perfect holiday for both of us. My husband Clarence was not happy about lack of the activities on our last trip.
I hope it will be easier than last time and I will find more inspiring and exciting holiday offer.
Inspiration needs
Motivations
"It is so nice to share our passion for travel without sacrificing comfort!"
Not Looking for
Demotivations
Dorothy Safe jet-setter
I'm not sure it's worth the effort to go through this long process again and not being able to find perfect trip for us.
Age: 70 Occupation: Pensioner Disposable income: £1,500.00 pcm Likes: Cuisine, Socialising, Travel Key Products: European river cruises, European escorted tours, World escorted tours
Multidevice Concerns: How do I make decision on where to go? What can I find inspiring?
How do I make sure I don't have negative experience when booking a holidays?
Concerns: How much should I spend on my trip?
Are there any other websites with better offers? How do I compare prices?
How to use this searching/ filtering tool? It doesn't make sense to me
Design
User flow Toolkit: User Stories, Personas, Scenarios & Use cases, Wireframes, Sitemaps
Design USER JOURNEY 3 - INFORMATION GATHERING WITH A FIRM IDEA OF DESIRE Dorothys goal:
Scenario
"I am always on the look out for a trip that fulfils my interests"
She is looking for her next trip and she wants to take advantage of last minute price-drops. She is looking for the best experience possible
START |
1
2
3
It is important for users to find things they expect, especially previous searches
Dorothy returns to the website a couple of weeks later
Scanning the homepage she sees the latest news and also a list of her previously visited pages
:)
:)
:|
:) Feels engaged with the website having previously had a good interaction experience
Customers will use a combination of technology and non-technology solutions to complete their tasks, 2the simplest whatever seems
The user needs to see the same page they saw before, quickly and with minimal need to click
She checks her notepad and sees the name matches her last search for Burma
4
FINISH 7
:)
User journey
We have little control over the customer service of the provider, so feedback is important
:|
Calling the supplier, she notes down the answer to her questions and resolves to call and order once she and her husband have chatted
5
6 :)
:| There needs to be a postpurchase strategy to engage the customer so they do not feel abandoned
Spending a few minutes to re-read her last product, she compares this against the key 3points found in competitors listings
Dorothy decides to call and begin the process of booking. It will not be completed in one call, but she has questions to ask first
Mail Travel website I was asked to highlight customer segment and user types and to create and review example journeys to agree key interaction points for the Mail Travel site. I identified the key customer goals and the different ways to enable the user to achieve their goal as quickly and easily as possible. It helped a lot to position personas in natural contexts. This document was used as a focus for different parts of the project and by referring back to the user journeys and how the user interacted with the system we could highlight the needs that were being fulfilled and identify any areas where we felt the flows did not adequately satisfy the user need.
Customers may make one final check to see they are not missing anything‌ it is important to keep them inspired but also in the purchase loop
Clicking to see a list of similar products, Dorothy makes sure she is finding the right trip for them both
We know customers are going to compare so we need to make internal comparison as simple as possible
She sees that this Riviera holiday and another are essentially the same, but she knows the brand Daily Mail and trusts it
5
Design
My Mail / sitemap
Flow
Comm preferences
Logged out
HOMEPAGE
Error 404
Error 501/503/504
10.1
10.2
member status main navigation
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SPLASH PAGE
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member status
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MEMBER BENEFITS DETAIL PAGE
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filters Lorem ipsum dolor sit amet, consectetur adipiscing elit. Aenean euismod bibendum laoreet. Proin gravida dolor sit amet lacus accumsan et viverra justo commodo. Proin sodales pulvinar tempor. Cum sociis n
Status
how to get it? Silver member benefits 1 2
silver
3.1
Rewards catalogue
Games
More Mail
Account (points history)
5.0
9.0
Mega menu
8.0
Sub category catalogue
Lottery
Mail Online
Account details
5.1
9.1
Link
8.1
Tiered memebership compare
Tiered memebership compare
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Register (MPP user)
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main navigation
MARKETING INFO MEMBER BENEFITS
3.2
bronze
gold
silver
gold
more benefits FAQ
FAQ
Product detail page
Mail Shop
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Redeem 7.0
Wowcher User receives email from Mymail
Link
EMAIL Lorem ipsum dolor sit amet, consectetur adipiscing elit. Aenean euismod bibendum laoreet. Proin gravida dolor sit amet lacus accumsan et viverra justo commodo. Proin sodales pulvinar tempor. Cum sociis n
Print Voucher code
MailPlus Link
Site map Toolkit: User Stories, Scenarios & Use cases, Content strategy, Card Sorting exercise
Footer T&Cs
Privacy
About
Help and FAQ
Contact
Returns
Design
Sketching Toolkit: User Stories, Storyboards, Personas, User flow, Paper prototypes, Design patterns, Concept designs
Sketching high-level concepts on paper first is a great way to generate as many ideas as possible with the least amount of time. I often use sketches for internal reference, numbering my ideas, sharing and discussing these with UX and creative team members.
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Define
User testing Toolkit: Analysis, User Survey, Plan, Recruitment spec, Wireframes, Clikable prototype- Axure, Silverback- videos, User Test Report, I planned and conducted usability tests for Mymail and Mail Travel websites. My role was to prepare the recruitment spec and test plan including the questionnaire. I also interviewed the participants and facilitated the usability test. Finally I’ve prepared usability test report including short shots from the session clips and shared it with the whole team.
Case Studies UX workshops Background School of innovation is an online innovation platform for dmg employees. They vote on new inventions based on their merit. Exceptional product ideas are promoted to prototype and eventually marketing phases, receiving input from the dmg community along the way. The Workshop My role was to prepare and facilitate the workshops for all the stakeholders and the main goals were to flesh out the concept, brainstorm and capture ideas. Before the workshops I did a quick ethnographic study at dmg media to understand why employees would need innovation platform. We started the workshops with a brainstorming session. Using the metaphor of a real school, the team identified all of the elements that could be considered for the School of Innovation Project and interactions between them. It helped to create a business model with all the actors involved. I did a UX review of the other existing innovation platforms and presented it during the workshops. We have investigated how they engage with users. What kind of interaction elements they use? How do they motivate people and keep their platform going?
School of innovation Andy - User journey
6 new team members
34, Works for dmg media as a BA Business Idea: ONLINE BAKERY
Steve graduate
Build the teamworkshops/ Online
Support from mentor
Outcome Understand what kind of employees will be using the School of Innovation and how they are going to interact with the platform. How platform could help them to solve their challenges and support them through their design process. We have created 3 user journeys and highlighted possible pain points/problems. We came up with lots of ideas how we can solve those problems and we moved down the funnel all the ideas that were achievable given School of innovation long term plan, technology and money limitations. The goal was to take these ideas into something that we can actually implement = Minimum viable product. We have decided to integrate the gamification concept into the platform and offer users incentives. To tell users how much they contributed to the platform, reward the top contributors. I’ve prepared the UX proposal action plan to create the Minimum Viable Product.
Andy- idea: online bakery
Inspiration workshop
Online inspiration board/Forum
Brainstorming/ inspiration workshops/ Hackathons/ TED talks Andy takes part in 2 different workshops and TED talks, he also shares inpirational case studies with others.
Andy post on the inspiration board and forum. Levels/points
Extra Extrapoints points+5 5
Business idea - Online bakery Goal: Get 50k investment to kick start his online company. Expand his team with more bread lovers. He doesn’t have time and support to make it happen.
Mission Sign up 2.Introduceattract attention Andy signs up for a school of innovation at the launch party, Followed by an introduction email. Levels/points
Beginner Innovator
Andy has a business ideas so he starts from Innovator level
Mission idea submit 3.Idea case Submit basic business model: Andy submits his business idea on the website- using the video Pitch and also template to support it. Levels/points Extra points +10
Extra innovation points +10
Levels/points
Levels/points
Andy pays for the mentor time - 10
Extra innovation points +60 for a new team members
Graduates feedback on the idea
Andy booked the time with an expert - one to one session to build his website and app for the bakery service. He needs branding expert time and graphic designer help.
Andy needs more feedback and he invites the graduates from London University and wider community to test and feedback on his bakery service. He uses online survey on the platform.
Levels/points
Improvements and testing Andy receives lot’s of positive feedback but he also need to improve few things. He receives the help from testing experts to detect all the buys and improve the service.
Mission Voting 4.Validation/feedback Andy wins a crowd funding for his idea and he also invests his £500 in the other concept. He contribute a a lot on the forum and voting. Andy idea gets 5 investors and a lot of positive feedback. One new team member
Andy pays for the mentor time - 20
Levels/points
Andy pays for the mentor time - 5
Mission idea development 5.Idea development/ Review Andy is going to develop his idea using idea development toolkit from the platform and step by step guide. It helps him to identified main users/scenarios, narrow down the objectives. Flesh out the concept. Levels/points
Susan availbale to help
He receives extra money from 2 new investors. Levels/points
He receives dmg 1000 to invest in different projects
He receives dmg £ 10000
Mission Viable product
Mission Testing
Mission Business case
Mission BAN
6.Minimum Viable product
7.Test /Feedback
8. Business case
10.BANK Cu exchange- r
He managed to built the website clickable prototype of the bakery service with help from platform experts.
Andy idea received feedback and was very successful during the testing session. Objectives checked using usability testing. Levels/points
Levels/points
Extra points +20 and 3 days off Change Catalyst +
Activity on the platform Andy is very active on the Platform he gives feedback to other users and is in the expert panel helping others to develop their business models.
Andy is coaching others Andy gives 5 h of his time to coach Others and help them with Their ideas and branding design.
Levels/points
Amy - design expert
Andy books time with a mentor to prepare the best Pitch- present to get the funding to continue with his project.
Andy pays for the mentor time - 20
Andy idea wins and go to the next level
Extra innovation points +20 Andy books time with a mentor, he needs help to submit engaging Business idea video. He used 2 h tutorial session.
new investor £500
Levels/points
Andy pays for the mentor time - 20
Emerging Innovator +
Idea case - mentor help
Tim- Pitch expert
Getting ready for the Pitch
Susan team member
Levels/points
He receives dmg £1000 to invest in different projects
5 new investors £10000
experts- UX, developers, designers
Minimum Viable product
Levels/points
Extra points +5
1.Start
Andy wants to extend his team to more people who love bread and have different skillsMultidisciplinary team. He looks for more team members and 6 people are interested to join. Walk-through with a new team and Co-design session.
Andy needs support from mentors and teachers to be able to develop his business idea. After the mentor session Andy realises that he needs to have an app and a website to make the user journey as easy and quick as possible.
Susan Ux designer
Inspiration- online
James Testing expert
graduates/ community feedback
Kim - business expert
Ron Dev Manager
Extra innovation points +50
Levels/points
Emerging Innovator +
Andy idea wins and go to the next level
He receives dmg £2000 to invest in different projects
Extra innovation points +200
He receives dmg 1000 to invest in different projects
Extra innovation points +20
Andy managed to provide great service and good user experience. Also after the test he can prove that bakery service business idea will make a profit and is able to sustain the business. Andy needs more market reseach support from the expert.
Andy concept is to get the fundin board asked othe vote on the conc after that decisio
Levels/points
He receives dmg £2000
Andy idea wins and go to the next level
to invest in different projects
He receives dmg £3000
Extra innovation points +20
Extra innovation points +80 Lili - market research expert
Innovation mach Andy idea wins and go to
He receives dmg
to invest in different proje
Extra innovation
Case Studies
2 header
Home
Responsive wireframes
DESKTOP/ TABLET
MOBILE
Profile 9 Live chat How it works
1 logo
1 logo
3 nav
4 search
4 search 3 nav
Settings
Background Whilst working on my personal project Meet the locals for the UX course I’ve decided that the best solution is a fully developed product across all devices that conform to responsive design principles. The main aims were to tailor content to the different screen sizes. I wanted the experience to be consistent, simple and fast-quick loading.
5 interactive map 6 activities
7 insights
The example displayed is a very early iteration (adapted) that highlights the solution for a homepage. Outcome The responsive design prototype was well received after the first usability test. To tailor the content I’ve used very popular pattern that starts with a multi-column layout and ends up with a single column layout, dropping columns along the way as screen sizes get narrower. I’ve also experiment with Of Canvas pattern that takes advantage of space off the screen to keep content or navigation hidden until either a larger screen size allows it to be visible or a user takes action to expose it. In this case it was filter and the navigation and user can access it only when needed. It doesn’t force users to scroll long pages of content and navigation on small screens.
8 local friends
5 interactive map
6 activities nearby
7 local insights activities nearby
Meet the locals project is the community of travellers and locals who share same interests and unique travel explorations. Focusing on discovering and booking unique activities offered by local insiders. Wireframes After the research I’ve realised that my users search for the activity on their smart-phone during a lunch break at work or on the go and decide to continue researching this product on the same site when they get home on their desktop. The aim was to create a positive user-experience when transitioning from mobile to desktop.
2 header
9 live chat 10 related products
10 related activities
11 footer
11 footer
Case Studies User testing Background My role was to conduct the Usability test for My Mail Rewards club website with target users. The session was an hour long task-centred session using a clickable prototype. We observed and analysed their experience. Majority of users were 60-70 yrs old and for many of them Mail Rewards Club was their first experience of using the internet. User testing session During the usability test we realised that our audience struggle with diminished cognitive and motor skills; diminished eyesight discomfort in trying new things and self-blame versus system-blame. Main areas explored by our study were the overall impression of the pages and findability of the main sections and the new funcionality. We wanted to find out if users understand the instructions around the promotions and rewards and how can we improve the experience. Outcome Captured feedback using Silverback and note taking helped us to highlight the key findings: Participants wanted obvious indicators that something happened and they easily got distracted with advertising and could not complete their task. Due to diminishing cognitive skills we decided to use large target areas for buttons and links. Too much information on the page was confusing users, that’s why we decided to limit the information by using lazy loading and offer a high degree of contrast for page design and use a larger font size.
Thank you Please don’t hesitate to contact me to find out more about my projects! 07513294958 malwinastepien86@gmail.com