Design Portfolio
Profile: Innovative Experience Designer/Thought Leader with extensive hands-on experience running ideation workshops that draw upon lateral thinking techniques inspired by Edward de Bono and the like. Highly experienced in leading User-Centred Design (UCD) and service design projects that innovate as an outcome. Has an in-depth understanding of core usability principles and research methodologies - knowledge grounded in cognitive science theories and industry best practices for digital design. Maintains a scientific approach combined with a free-thinking flair for creativity. Has a track record for inspiring innovation and is not afraid to challenge the status quo. Is competent at facilitating and establishing effective communication processes between key stakeholders and managing business relationships. Is passionate about user experience and knows how to present a compelling case for UCD within a company and to clients. Education: 10/11 – 09/12: MSc Human-Computer Interaction with Ergonomics (Distinction) – University College London
Email: morganlewisbanks@hotmail.com Tel: 07803041119 Location: London
BBC festival app + wristband concept Design challenge: How might we provide Glastonbury festival goers with a new and personalised way to access BBC Radio content on their smart phone while at the festival?
Concept poster:
Design solution: Tag!t is a digital concept that enhances the festival experience without detracting from the social atmosphere of the festival. If someone doesn’t have time to listen to a band (either because they are socialising or walking past a tent) they can simply tag the performance by pressing the button on the wristband, which captures timestamp and gps location data. Later, when relaxing back in the tent (or home) they can sync the wristband with the app on their phone to re-live their journey and catch up on all the performances they missed. This also provides a tangible nostalgic memory of the experience to re-live in the future.
Research observations & insights: We found festival-goers prefer not to take their smart phones to festivals for fear of it getting lost, broken, or running out of battery. They don’t want to be seen as anti-social by taking their phone out during a performance. Some like to escape technology for the weekend and leave their phone behind. After discovering new bands at festivals, they sometimes forget them when they get back home. Process:
Festival observation + insight analysis
Idea generation with lateral thinking methods
Paper prototype + user testing
Interactive prototype + ‘In The Wild’ user testing
Direct Line Design challenge: How might we help small to medium businesses owners get insurance more easily and quickly?
Outcome design:
Challenges: Giving users a sense of personalisation was key in order to make this concept work but that wasn’t easy since each insurance package is unique. Small to medium business owners place a high value on insurers that know their business inside-out, and so it was important to give the users the ability to build their own package. I built a fully functional prototype, complex enough to encompass a huge number of different permutations in the way that the insurance questions were revealed to the users. This was difficult, but essential in order for us to craft the questions to suit the user’s needs.
Outcome: UX was instrumental in the success of this project, which helped Direct Line revolutionise the commercial insurance market by providing a unique, digitally based, solution that allowed customers to buy direct rather than through a broker something that no one else in the industry had done this before due to the complexity. Th new design increased traffic to the Quote and Buy page by 40%.
Process:
Usability testing + persona building
Ideation workshops + co-creation
Conceptual design + user testing
Wireframes + product definition
Consulting Source - Knowledge Repository Design challenge: How might we help a well known consultancy increase the uptake of their internal knowledge repository system for 70,000 consultants globally?
Design Outcome numerous innovative solutions through co-creation. The final design increased uptake across the company by up to 30% and we changed the way the company engages with users going forward.
Outcome: I led the design strategy for this largescale redesign project involving 25 senior global client stakeholders. We brought users research data into a one week workshop with the whole client group, which generated
Challenges: Managing a group of 25 senior stakeholders was a challenge, but we were able to unify the team in the workshop and enable them to take ownership of the design concepts.
Process:
User research
Persona creation
Stakeholder ideate workshop
Define problem space and brief
Idea generation - concept design & paper prototying
Online user testing and design iteration
Poster design
Delivery roadmap planning
Commerzbank Design challenge: How might we improve the usability of the Commerzbank client portal to help provide better OTC clearing services to CCPs?
Outcome design:
Challenges: It can sometimes be difficult to gain access to traders in investment banks as time is a precious resource so we had to find other ways to validate our designs. We were able to conduct usability tests but had to recruit ‘representative’ users internally (with some investment experience) but not much knowledge of the client portal which gave us some basic level of objective review. Whilst not ideal, this did allow us to capture some usability issues during the design phase. To further validate our designs we made increased use of expert review, industry best-practice, client cocreation, and peer review within the UX team.
Outcome: I led the UX team to conduct a comprehensive usability review of the existing client portal using expert review methods and usability testing. The new design focused on adding new and improved functionality, reducing the number of required clicks to access information, and reducing cognitive load on the user through improved filtering of key information.
Process:
Usability testing + persona building
Ideation workshops + co-creation
Conceptual design + user testing
Wireframes + product definition
BNL - Co-design workshop Design challenge: How might we help BNL enhance the user journey of an existing BNL customer?
Design Outcome The first day involved an investigation of the existing user journey in context of the branch layout, including the various customer touch points and potential areas for improvement in the journey.
Outcome: During the two day co-creation session we investigated the existing user journey for a BNL customer: “depositing cash in the branch�, with a goal for improving efficiency. We also looked into ways of enhancing the overall customer experience by considering different operation models and potential service design solutions.
The second day produced two scenarios with accompanying prototypes, and a subsequent third possible scenario that was inspired after the initial playback to the group.
Customer journeys: Scenario 1: 24/7 secure deposit
Scenario 2: Network deposit
InterFridge Design challenge: How might we design a kitchen interface to help a modern family orchestrate their busy lives?
InterFridge is an interface for the whole family, displaying schedules of activities and chores for each family member at different times of the day.
It can be used to leave messages between family members (enhancing awareness and communication), and it helps with cooking and food management.
A touchscreen glass interface makes use of the naturally unused surface in the kitchen, making it economical in the workspace and easy to clean.
A built in camera supports face recognition, so chore alerts and relevant messages can be personalised to each family member (audio alerts can be configured).
It also displays all available food in the fridge at any one time. The product labels of food products are detected through RFID sensors on each shelf.
Each time a product is put in or taken out, the RFID sensors detect the product tags and update the local system, which can then be viewed on the interface in real time.
An online recipe service is available, which combines with the data on food stocks and makes it easier to decide which recipes to cook, and what food needs to be bought.
If any ingredients are missing for a recipe, InterFridge automatically sends Dad an alert to his phone. He replies to confirm he will collect the food on his way home.
Car In-vehicle Infotainment system Design challenge: How might we design a car infotainment system that is easier and safer to use than the industry standard?
Outcome:
Research: I validated the final design concept with a prototype and asked users to complete tasks while driving a simulator.
This four-input drill down has a simple interface with a deep structure and was designed to help users memorise combinations of joystick inputs at each layer in the system so they could drive without looking at the screen. Academic studies have shown that colour helps users to recall icon shapes better. By the second task in the user test, users started operating the infotainment system without looking at the screen.
Design solution: It became clear from user research that the solution required an interface that users could operate while still keeping their eyes on the road. After experimenting with various different concepts, the most successful turned out to be the one that followed the most simple navigation path of a four option drilldown. This proved successful as users started to memorise combinations (right-right-up) for their favourite categories during simulated driving user tests. As hypothesised in the design workshop, users began to build a mental model of the interface in their heads while driving, therebyb allowing them to concentrate more effectively on driving.
Process:
User Research
Information Architecture
Concept design & sketches
Paper prototype
IMCOM Design challenge: How might we reduce loneliness at university?
Design solution: IMCOM is a social networking service that helps connect people in student halls by bridging instant messaging with reality, thereby allowing shy students to socialise with groups in the common room via a medium with which they are comfortable: Instant Messaging. Now students in their room can socialise in the common room, and students in the common room can respond through ‘ballie’: a bespoke communial microphone which converts voice into text. This concept was trialed for 3 months in a university common room and the research showed that it helped shy students to make their first step into coming into the common room to interact.
Outcome:
Research observations & insights: Going away to university can be a lonely time for first year students. There are many people to meet but often students find it difficult to meet new people, particularly international students who don’t know the country very well. Shy students tend to prefer to meet new people online and can often be intidated by face to face meetings.
Process:
People who find it difficult to make friends
Social Networks IM Prefer Online Dislike Face‐to‐face
Questionnaire analysis
Interview Analysis
Interface design & iteration
Wizard of Oz User Testing
Library Self-Service Machine Brief: We were tasked with producing design specifications and recommendations for a selfservice library ticket machine. The purpose of the machine is to reduce queues in the library. It must also have off-the-shelf value.
Outcome:
Challenges: Research showed that children and elderly people make up a large part of the library target user group. It was a challenge to design a machine to be ergonomically suitable for both user groups, and still be accessible to wheelchair users. To ensure the height and dimension measurements were correct, anthropometric planning was required.
Process:
Contextual Inquiry
Task Analysis
Fitting Trials
Mockup and User Testing