Approach

Building isn't the hard part, building the right thing is.


Product development process

Delivering value to customers.


Sucesfull product development starts with continuous discovery to understand customer needs. Followed by a rapid and iterative delivery process making it quick to deliver value to cutomers and gain learnings to fuel discovery.

See steps in my process...

Insight: We start with customer needs and business outcomes in mind. User needs, pain points, and desires can be uncovered through user research, behavioural data analysis, support tickets, or talking to customer facing teams. Working backwards from metrics, considering competitive pressure, and aligning around vision and strategy all come into play.
Problem: There’s no point in solving a problem no one has. Prioritizing problems through a deep understanding of customer needs gives us confidence we’re creating value for customers.
Solution: Does the solution we’ve designed actually solve the problem? Can people use it? Designs should be evaluated against the goals of the project, what we’ll learn, our long term vision, the user experience, cost, and risks.
Code: Defining the MVP of the solution helps engineering build in an agile and incremental manner. The team will iterate on its plan based on what it learns.
Launch & Iterate: Products and features are never really done as there’s always more you could do the question becomes should you. After each release we review metrics and qualitative feedback from customers to learn from our release, fix issues, and evaluate next steps.


UX research process

Creating confidence throughout the product development process.


It's easy to build the wrong thing. Research helps you build the right thing. Sucesfull research uncovers and advocates users needs to make business decision.

See steps in my process...

Context: What are we trying to achieve and how are we measuring success? What do we know about our customers and their pain points, wants, or needs? For each project who is the decision maker and who are the stakeholders?
Outcome: What outcome are we looking for? Is there a decision we need to make? Are we trying to validate risky assumptions or specific hypotheses? If successful, how will the research help the business move forward and create value for customers?
Plan: Research questions are formed based on the evidence or data needed to inform decisions and drive our outcome. Based on the questions and constraints (time, resourcing, sourcing, budget, tools etc..) a sequence of method(s) are laid out in a plan. Related research and data is reviewed. Stakeholders are engaged to ensure alignment and commitment to participation.
Conduct: Execution of the chosen method(s) involving stakeholders throughout the process be it reviewing survey questions or participating in moderated sessions. Including stakeholders during synthesis means more perspectives and a deeper shared understanding of the results.
Champion the User: Outputs vary based on audience, needs of stakeholders, and constraints but what remains constant is that research advocates for the user. Knowns and unknowns are documented in a visual format for easy referencing by all.


Visualizing research

Mapping customer insights.


Visualize what you know (and don't) about how users win by using your product or features.

See steps in my model...

Current state: To explore how users might adopt new functionality we need to start with an understanding of their current state and perceptions. This allows us to meet users where they are.
Customer journey: Understanding the steps, tools, and context users are in when trying to make progress exposes opportunity to solve needs, pain points, or desires.
Desired state: Users embark on this journey in order to reach a desired state. Success should be measured based on the user’s perspective.
Benefits: Adopting a new way of reaching their desired state requires a user have motivation to change the status quo. This can include attributes which are unappealing about their current process or attributes which are appealing about the new process.
Barriers: There will always be elements working against a user making progress, these include habits which have become ingrained as well as anxieties or concerns about the new process.