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Over the past 15 years I have had the opportunity to work with a variety of products, teams, and companies, from start-ups to F500. I have joined software development teams with their own version of Agile, some embracing “lean” more than others, and some striving to find balance between vision and execution. Regardless of who […]
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The trip feels long, I wonder how the experience could be designed to make it seamless. Purchasing a direct flight from San Francisco to Amsterdam did help with simplifying the experience: no need to roam between airports looking for your connecting flight. Packing everything in just one checked-in luggage, one carry-on, and one purse, takes […]
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I recently found an article on Harvard Business Review* about Design Thinking and the role of leadership to enable it within project teams to overcome inefficiencies, uncertainties, and emotional flare-ups. The challenge being that in work settings where employees are long accustomed to being told to be rational and objective, these methods may sound subjective […]
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I have been a Senior UX Designer at John Muir Health for five years. Two years ago, I became an HRO Ambassador. This function enabled me to expand my network of colleagues, to work with more people and on different projects and as I did so I came to a realization: How much we could […]
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I have been researching and collaborating with Rian, from the ITS department, to improve patient-access to scheduling Imaging services and reduce staff time and resources when tracking down work-orders. After putting together an analysis of the benefits, complete with diagrams, screenshots, and testimonials from in-person interviews, we submitted the idea to the Transformation Department for […]
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UX Puzzle .2 Compiling the methods used in my work with more examples from my research, I came up with a classification of the processes used in this field, and the areas where these can be used. We know that the field of UX is broad, and it is not unusual to meet another UX […]
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For many years I have been reading about techniques, methods, and processes for working as an effective User Experience Leader. Everyone has her system, some share similar techniques, some follow their instinct, while others create variations of mainstream processes. But what are the key processes that inform the work of so many different types and […]
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Artificial intelligence (AI) has the power to turn good customer experiences into great experiences. And, as odd as this may sound, developments in smart technologies are making the customer experience more human. When used strategically, technology can be used to enhance human characteristics, to personalize and improve customer interactions, making them ‘more human’. Given the […]
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How do you come up with an idea? All good opportunities begin with the customer. The entire idea generation process is iterative—at each step you learn, adjust, and refine. You start to understand the criteria that customers use in their purchase decisions and the pain points in building and delivering your product/service. The first step […]
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This week I attended the Forrester CX conference at the Marriott Marquis, in SF. With my mind still fresh with ideas, one thought, one deceptively simple thought, keeps circling back: Authenticity. How will authenticity fit into this whole AI and machine learning , and what role, as a UX designer, am I supposed to play? […]
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