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Portfolio 2015
Hello, I’m Colin!
As a UX Designer, I conduct my work purely through the research and evaluation of people and their needs.
With experience in musical arts, film production and design, I implement my creativity and knowledge of software to appease audiences for platforms including web, mobile, and video content.
In this presentation, I’ll explain my process and how I’ve applied it in particular case studies.
RESEARCH DESIGN ITERATETEST
I use a 4-Step process to best determine the outcome of a user’s experience.
I believe the psychological approach in UX is half the battle. I encounter every situation by leaving out my bias and allowing the user be the answer to the equation.
With this method, I research the user’s needs with surveys and interviews, facilitate that information through design sketches, site maps, wireframes, and test through different
levels of prototyping. Last, I repeat the process until the product is finalized.{ {
MY PROCESS
TOOLS & TECHNIQUES
Prototype
Design
Manage/Data
RESEARCH
Zeel On Demand Massage is a web/mobile service in which you can make appointments for a masseuse to arrive at your given location and receive a massage. With the “on-demand” feature being a successful luxury, the company wanted to create a “Concierge” feature to tie in with the existing site/app. Although extensive, research is the root of discovery in UX. Using competitive/comparative analysis, surveys and interviews, we were able to construct personas from both the customer and service industry in order to prioritize the design process.
zeel
36%
64%
Have you ever booked a service/appointment by asking a concierge?
Log in/Sign Up
Locations
Therapist Directory
Rewards Program
COMPARATIVE ANALYSISzeel
MINDBODYconnect
• No booking for a third party • Only payment with credit
card • Only available on mobile
PRIV
• No option to give guest’s personal information
• Only payment with credit card
• Quick response rates with real-time wait estimates
REFRESH BODY
• Lengthy, layered booking process with many variables
• Multiple options that aren’t relevant to an on-the-go concierge
• Available on desktop, native iPhone and Android apps
MY SPA2GO
• Email confirmation is required from a spa representative
• Does have option to deliver services to other addresses
• Billing is invoiced or cash/check • Gratuity cannot be applied to credit card
COMPETITIVE ANALYSISzeel
• Extensive concierge software used by many hotels and other concierges
• Un-curated default listings • Concierge can enter own
resources • Cumbersome interface
• On boarding process to gather basic information needed to get started
• Allows manager to view interface, then add extended details
• Progress tracker for sign up flow
• Extensive concierge software used by many hotels and other concierges
• Un-curated default listings • Concierge can enter own
resources • Cumbersome interface
• Concierges must contact Open Table to create an OT Concierge account
• OT Concierge allows concierges to book and modify appointments on behalf of their guests
OFFERS THIRD-PARTY BOOKINGCONCIERGE SERVICES
After finding what’s compared to Zeel, we sought after their competition. Most concierge software we came across had difficult interfaces that required security backend restrictions. Being that our knowledge is limited on these services, it was time to talk to the people who use them…
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“As a hotel concierge, we depend largely on cash tips. The industry has always been that way. It would be hard to provide me with a rewards system that can compete with that.”
“Currently the Hyatt doesn’t even allow in-room massages…mostly cause of liability issues.”
Robert B. Hotel Concierge Hyatt Union Square, NYC
Having documentary production experience, I feel interviewing is the most vital process of retrieving information from people. I feel the intimacy of sitting down and letting the user tell their story is the most honest way to confront any subconscious thoughts or feelings regarding an experience.
In this case with Zeel, I spoke with hotel and personal concierges, as well as guests to better understand what standards of service are expected from both ends of the spectrum.
zeel
I’m suspicious when they ask for my email or other private
information. The concierge knows the local
scene.
Concierges are useful in situations involving a
language barrier.
It would be nice to have follow-ups and repeated appointments.
The massage is a personal experience. I wouldn’t feel
comfortable just trusting anyone.
I tend to be a habit person. If I’m not happy, I don’t go back.
Deema S. Personal Concierge Four Hundred, NYC
“I use Zeel exclusively for in-home massage at the moment. For outside services, I contact major spas.”
“I have a large number of clients and work around the clock in order to stay on top of their needs…I manually enter any client payment info and always save for future payments.”
Guest Interviews
INTERVIEWS
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The first-time customer is traveling for either business or pleasure. They tend to use online search to discover their options, but defer to a concierge for trusted, local recommendations. If they are in a country where they do not speak the language, they use the concierge for almost everything.
Behaviors • Travels for business and or pleasure • Includes frequent users of spa services and one-
off use as a luxury service • Doesn’t know where to get good service
Pain Points • Giving personal information to concierge • Feeling like the concierge is trying to sell them
something • Difficulty in finding the best services in the locale
Goals • Consistently find good service wherever they are • Relax and enjoy their vacation, or de-stress while
on a work trip
Pleasures • Getting a trusted recommendation from a
friendly concierge who knows the best services available
• Getting an exclusive booking from a concierge
ONE-TIME GUEST
Name: Jared Age: 34
Devices: Laptop computer, smart phone
PERSONASzeel
From the surveys and interviews, I now create personas. Connecting behaviors, pleasures and pain points, we found the personal concierge and one-time guest to benefit most from using an account in which the concierge would control sign-up, appointments, and billing details.
If the user wanted to stray from the concierge, they were more than welcome to create their own account.
Personal concierges or assistants have set office hours, but work at all hours to keep their clients happy. This can be through a Concierge Service, like Four Hundred or Fancy Hands. They communicate heavily via email with their clients and have fairly extensive information about clients’ personal information.
Behaviors • Deals with recurring bookings for the same
client(s) • Gets a lot of last minute requests • Doesn’t take a commission • Works irregular hours
Pain Points • Not being able to get the therapist that a client
wants • Appearing unprofessional • Handling last-minute requests • Having to repeatedly ask client for information
Payment Scenarios • Has client’s personal credit card information on
file • Rarely will charge to an account to be billed to a
client
Pleasures • Values giving a personalized recommendations • A happy client is a happy assistant
Name: Kathy Age: 30
Devices: Desktop computer, smart phone
PERSONAL CONCIERGE
HIGH DESIGN EFFORT
LOW DESIGN EFFORT
NICE TO HAVE MUST HAVE
Public facing page on the website aimed at hotel and high end building
concierges detailing the Zeel + Concierge program
Allows concierges to book massages for multiple guests
Allows concierges to pay for their guests' massages via guest’s credit card
Guests should be able to review their appointment, rate their therapists
co branded interface
Guests should be able to continue using Zeel
as an independent user
text message notifications /follow up to guest
text message notifications to concierge
rewards system for concierges
email notification to guest
guest can make appointment with only phone number
app for concierge to book appointments for guests
ID Verification for guests
Allow guest to bill to room via hotel credit card or 30 day billing
Allow guest to bill to room - billing hotel at end of 30 days
ID Verification for concierge
FEATURE PRIORITIZATIONzeel
With all research combined, a feature prioritization map was then constructed to collect key takeaways for the design process.
DeCamp A Mobile Transit App
DeCamp is a family-owned bus line that runs out of northern New Jersey and NYC. In operation since 1870, the company has commuter services that were challenging to pinpoint in real-time.
Designing a mobile app to contain a geo tracker of the location of the bus was the main goal.
DeCamp BUS LINES
MOBILE ALERT
DESIGN
Settings
Alerts
Map view of bus
Home
Bus location
Categories
ETA of bus
The design process always begins with hand-drawn sketches. Because DeCamp is a mobile app, I tried to minimize the amount of screens and view only what was necessary to the user.
In this case, the user is in a hurry to receive information of where the bus is. The Information Architecture is easy enough for a child to understand. All the noticeable icons are located on the border of the app allowing the user to centralize their focus on the map, bus status, or any alert notifications.
DeCamp A Mobile Transit App
This particular user flow represents the ease of being able to respond to a alert notification from the moment you first open the app.
Once confirming the alert, the app takes the user back to the original map view. (To the left are early paper prototypes that match the user flow)
Allow for current location
Click “YES”
ALERT INFO
MAIN MENU of bus lines
Click “BUS LINE”
Click “MAP”
“BUS IS RUNNING
5 min. LATE”
Click “OK”
“SAVE”
Click “!”
USER FLOW for receiving alert
Map View screen
Alert is now clear
DeCamp A Mobile Transit App
TEST
HIGH-FIDELITY SCREENS
Once the design process has been narrowed down to page templates, I begin stitching them together to refine the screens to high-fidelity for testing purposes.
For newsWE, I used Hype 3 to create the prototype. Having previous experience doing motion graphics with film editing, I feel the keyframes and hotspots create the most accurate delivery in portraying a mobile prototype.
(For desktop mock-ups, I prefer using software like Axure and InVision)
PROTOTYPING
ITERATE TESTING & ITERATIONS
Once Testing has run its course, I then take note of what people wanted to change about their experience.
It’s here where I make any final iterations and continue to test until usability reaches fine tuning and completion.
ITERATIONS (cont’d.)
CONTACT
M
E
W
757-439-1803
www.uxcolin.com
THANKS!
