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habari Raje User Experience Design
2 Welcome to my portfolio I am a interaction designer constantly exploring the fusion of technology with human experience. The following pages exhibit projects which I was an integral part of during my tenure at Human Factors International. All projects were driven by user centered design based on the SW- method. (HFI patent)
Project Index
Social Networking Site ……………………………………………….3 - 5 The concept of “Word of Mouth” marketing had to be leveraged on the company sponsored community site to create excitement and buzz about new products. We had to redesign this site to excite users about products, issues and applications launched on the community site.
Web-share Application ………………………………………..……6 - 7 A new product demo was to be build by merging two existing systems, knowledge management and online communications tool. Our project was to conceptualize and exhibit the new application.
Human Capital Management Product Suite………………..….8 - 16 A year long effort to revamp the entire product suite of a human capital management system. These products document, monitor and analyze the entire lifecycle of an employee. The goal was to redesign to incorporate web 2.0 technologies and new platform capabilities.
Credit card call center information system ………………….…17 - 19 A call center information system often is the sole factor for critical performance parameters such as call handling time, query handling and eventually customer satisfaction. The usability objective was to build a system which would enable the call center employees to achieve these parameters.
Social Networking Site
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Project Brief: Redesign a FMCG multi-national’s social networking community site to jump-start the word of mouth marketing campaign and enhance user engagement. Project Team: 2 Interaction designers, 1 Visual designer & 1Project Manager Duration: 3 months Approach: 1
To develop an ecosystem which ties in critical questions like; Who are the users? What is the usage model ? What role is played by advertisers?
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Represent different business models used and create a framework for measuring and benchmarking the application
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Extensive benchmarking of the current application for improvement areas
Social Networking Site 4
Create user groups on basis of site analytics, consumer research, demographic and psychometric factors Conduct one-on-one intensive data gathering sessions & derive design implications
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Wire frame Design
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Basic page structure and Information Architecture is frozen , providing users with multiple entry points to actionable items
All features of the application such as ‘Message boards’, ‘Advertisement sponsored games’ etc are defined
Typical work flows such as registration, surveys etc are defined
Social Networking Site 6
Create a visual language
Option 1
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Usability Testing
• Conduct performance test of basic usage and frequently used workflows • Feedback collected on each feature of the application • Conduct preference testing for visual details
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Standards
Creating easy to follow application standards including visual design guidelines for current product and future extrapolation
Option 2
Web-share Application
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Project Brief : To design new applications of a browser based communication tool when merged with a knowledge management system. Project Team: 1Interaction designer, 1 Visual designer & 1 Project Manager Duration: 3 weeks Concept Development This application was designed to support multiple functions combining the existing base of a knowledge management system with web 2.0 capabilities. User could browse knowledge content, build networks and create, rate and share content easily. Knowledge Management System Presentations Meta data creation Embedded player
Knowledge center Sharing Online lessons
Networking Recordings
chat
Communication Tool Scenario 1: Online Knowledge Center The knowledge center home shows the user the latest information like current course, hot videos etc. Homepage displays latest access videos, communities, discussions, blogs, classes etc. along with communication Users are encouraged to contribute knowledge Multi faceted search with filtering mechanisms is provided
Web-share Application
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Scenario 2: Next Generation Web Share The application is not only allows people share/present content, it allows the user to build networks/communities around the content and its viewers
Present content with tools like whiteboards, highlighters, participant voting, etc
Ability to view other participant’s mini profile
Ability to view full profile while in session and chat with participants
Scenario 3: Enhanced online coaching The application allows the instructor multiple screen viewing, live chat, remote access to the participants computer, ability send additional files, etc.
Online coaching
Ability to control application remotely on users’ desktop
Ability to monitor multiple users simultaneously
Scenario 4: Embedding Subject to user privileges, the members can embed the content on external sites Embed link allows the user to play a Centra recording in a stand alone destination Centra recording played from an external site
Human Capital Management Product Suite
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Project Brief : An year long project to redesign the entire product suite of a human capital management systems provider. The products had to be revamped be more integrated, incorporate web 2.0 components and create a modularity reflected on the UI which helps building future products. Project Team: 2 Interaction designers, 1 Visual designer & 1Project Manager Duration: 1 year Project Approach • The product suite comprised three main products, ‘Learning’ ‘Performance’ and ‘Talent’ based on the same platform. • The basic ’Learning’ product catered to knowledge management in a enterprise environment. • The ‘Performance’ functionalities allow organizations to stream line multi-layer performance reviews, structures and learning gaps. • The ‘Talent’ suite provides analytical tools tasks such as succession pool creation, workforce modeling etc. • The products together covered all the entire life cycle of an employee; but the three products were also implemented in stand alone mode.
User profile
Target Users All the products are drive by “Role” based architecture, defining the privileges and usage model. The key roles in the is system are defined as , ‘Employee’, ‘Manager’ ‘Admin& HR’
Human Capital Management Product Suite
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Requirement Gathering & Initial Analysis The products were accessed as per the vision of the stakeholders, limitations of the developing & implementation team and needs of the users. The information currently provided in the system was represented in a flat mode, it need to accessed as per multi-dimensional setting
The products were standard set of functionalities, but were customized by each client, hence the design had to posses extreme agility both in terms of deployment options and process creation thus the interface needed to adapt accordingly
‘Learning’ used in multiple modes
Products deployed in different environments
Most non core functionality is not used by users as it required understanding of complex constructs E.g. The ‘Learning’ product provided multiple constructs and create coursework, but these constructs (offering, course, certification etc.), are not understood, by most users .
Human Capital Management Product Suite
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Heuristic Assessment The detailed catalogue review was conducted based on usability guidelines The navigation mechanisms provide require the user to “ping-pong” ( Dig-in Din out) between different section, there is no integrated approach.
There is no cross linking of pages provided. The task flows were extremely lengthy with multiple choke points
• Search and Browse do not provide consistent experience. • Search dose not allow for any filtering and sorting mechanism. • The browse is provided only as per the taxonomical classification
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Poor Browser Management
Browse Catalog
Catalog Search
Human Capital Management Product Suite
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Design Concept The application is mapped terms for its overall information architecture and individual information flows form different “role” perspective.
Employee All users are provided with a dashboard (as their landing page in the application) which pulls in information across the user ‘Roles’ User is provided with an Inbox & Activity to-do list which spans information across roles Easy access search & browse mechanisms All User can customize this page & pull up information form other pages in portlet format
Human Capital Management Product Suite
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Employee (Continued) Every employee is provided with a “My Profile” Page which houses all the information ( Personal details, Performance Reviews, Certification, Learning requirements, competencies etc.)
Employees view of his/her own calendar
Employees view of his/her past activities
Manager Manager’s dashboard consists of multi-dimensional information regarding his team Managers overview provides High level input about the team. Any exceptions, notices are shown as action items Managers can manage multiple teams through a single dashboard
Human Capital Management Product Suite
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Manager ( Continued) Additional team views:
Team calendar
Team Certification
Team succession pools
Manager view of employee profile Manager is given a additional layer of information about the employee based on privileges, with parameters such as flight risk and potential, which are invisible to the employee
Human Capital Management Product Suite
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Talent Pool Creation The user can generate talent pools based on multiple parameters, short list candidates and compare candidates through different analytical tools and select a group. Set pool criteria on multiple parameters
Search and shortlist candidates
Compare candidates in a side by side matrix
Compare candidates in a N-box matrix
Human Capital Management Product Suite
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Global utilities such as Search & Browse The application was provided with a categorized search with filtering mechanisms to handle the data list.
The browse mechanism provides multiple entry points to same data objects
The search & browse functionalities accessed, from any page in the application would showup in a non-modal secondary window.
Human Capital Management Product Suite
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Usability Testing All sections of the application are tested for performance and in addition utilities such as search and browse are tested to strict standards.
Standards Library Consists of a detailed documentation on page types, girds, widgets, elements etc. All the products pages a documented by breaking down into pages types, widgets & elements
Page Builder Algorithm
Credit Card Call Center Application
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Project Brief : The credit-card call center information application had to be redesigned to provide, easy and fast access to all available information, reducing training time and ensure the application is self sufficient to handle all communications, updates. The application also needed to provide relevant information to users to up sell products based on customers profiles. Project Team: 1 Interaction designers & 1Project Manager Duration: 1 month Initial Analysis To understand the current usage model and requirements of the users. After conducting observation on live calls followed in-person interviews, the user ecosystem was mapped. •The users had access multiple application to answer a single query. •The main application was riddled with additional functional meant for non-call activity.
Expert Review Framework An framework for benchmarking the application as derived from user requirements is created. Orient • Do I understand everything I can do here? • Do I know where to find what I need?
Empower
Enhance
• Is the application responsive to my needs? • Am I getting things relevant to my tasks ?
• Is the application providing me with the tools I need to be more efficient?
All updates are shown together and not in-context
Navigation model doesn't support usage model
Information is not task oriented
Tools such as notes, favorites, timer etc. need to provided
Credit Card Call Center Application
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Wire frame Design • Application IA and page structure is frozen to provide easy access to all the information
HomePage
Persistent Search with upfront categorization Persistent and upfront primary & secondary navigation. Cascading menu is provided for all tabs expect “home” All Alerts & Updates provided with indication on type on alert and validity of the alert Quick links in the form of ‘Frequently Accessed’ so as to provide the user quick entry points in the application
Product Detail Page Second level of navigation shown upfront to the user Main aspects of the product showcased in a within the product page Anchor links provided for easy navigation of data Portlet expands to show contextual information Information shown here should be brief and concise
Credit Card Call Center Application
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Procedure Page Ability filter by keyword and by time frame All items are shown in a sort able list format along with relevant details like associated products and insert date Selecting a promotion from the list allows the user to view is details
Second level details to be shown within the selected view Application Enhancement
Hot Glossary
Usability Testing The application mock-up is tested for performance on live calls. • Most users adapted quickly to the new system • The navigation mechanisms very easy to use • Users appreciated the integration of communication and other tools in the system
Comparison Tool
Search with filters
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Thank you
The work displayed in this portfolio is solely for the purpose of promoting or exemplifying the author's work. The work in this portfolio is copyrighted to Human Factors International. The Author has in different capacities and roles worked on these projects. Copying, reproducing, or publishing any part is prohibited.