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Paul MernykUI Designer
Work Samples
650-327-5381
LinkedIn: www.linkedin.com/in/paulmernyk
Recent work in User Assistance, Mobile Payments, Enterprise Software
Work Samples 2
The Assistance FrameworkConceptual design and Graphic Visualization
Co-created conceptual framework for user assistance solutions.
Created visualization to share across organization and communicate a common language for assistance
Paul Mernyk - UI Designer
Work Samples 3
Service Blueprint for AssistanceDesign + visualization
Drove cross-functional collaboration to create customer journey and service mapping for customer assistance.
Paul Mernyk - UI Designer
Work Samples 4
Target User TypesResearch-driven user analysis; Visualization
Effort Spent Problem-solving
Robust
Weak
HighLow
“Free” Network
Delegators
Strugglers
Achievers
DIYers
3
41
2
1. The Balanced Operator
2. The Tactical DIYer
3. The Struggler
4. The Connected DIYer
Field research of customers’ attitudes and behaviors regarding assistance yielded these user types
Paul Mernyk - UI Designer
Work Samples 5
Persona for User Assistance
When she needs help or advice, Rosalyn is fairly good at working it out on her own (poking around in the product, finding answers on Google, etc.). But either time, patience, or expertise will often reach its limit.
…at that point, Rosalyn often reaches out to her spouse and co-owner Gabe, or calls her brother Bill who is good with computers.
Rosalyn will exhaust all free options, and sometimes leave a problem unresolved, before reluctantly paying for help.
Paul Mernyk - UI Designer
Meet Rosalyn
She’s 35 and co-owns GoParty, a businessthat provides event planning services. She is fairly comfortable getting around onthe computer, but not super technical.
Work Samples 6
ScenariosTask flow + documentation
High-level flows of User Assistance scenarios, based on target user types
Paul Mernyk - UI Designer
Work Samples 7
Mapping the scenario back to the blueprint
Cross-checked user scenarios with service blueprint to uncover gaps and opportunities
Paul Mernyk - UI Designer
Work Samples 8
Storyboard: Assistance ideas (excerpts)Interaction Design + Illustration
Drove ideation of future assistance solutions using hand-drawn storyboards
Paul Mernyk - UI Designer
Work Samples 9
QuickBooks Help UIInteraction + Visual Design
Simpler Access Points
• Centralized on viewer• Clear point of access on Navigation Bar• Filter out non-applicable content• Direct access to web-based content
Designed new in-product help viewer for QuickBooks 2008
Patent pending for docked window solution which allows access to help navigation even while QuickBooks is in modal state.
New design saved Intuit $15M in customer care costs in the following year.New Help Viewer
• Docked on right• Contextual topics• Overhauled Search• No Index or TOC• Path to beyond IPA
Paul Mernyk - UI Designer
Work Samples 10
UI Spec for QuickBooks Help UIInteraction Design + Documentation
Paul Mernyk - UI Designer
Work Samples 11
Embedded Assistance UI StandardsInteraction Design + Standards Documentation
Paul Mernyk - UI Designer
Work Samples 12
Contact Support pageInteraction Design + Visual Comps
Designed a dynamic html page to present a myriad of support options to QuickBooks desktop customers.
A second version targets connected customers and promotes self-help options.
Paul Mernyk - UI Designer
Work Samples 13
Assistance CentralInteraction Design
Wireframes for shared SaaS component, providing customer access to multiple channels of assistance, including Help, Knowledgebase, Community forums, and live support via phone, email, or chat.
Paul Mernyk - UI Designer
Work Samples 14
Used Axure to create flows, wireframes, prototype, and written spec for Support website.
Quicken Health Support WebsiteInteraction Design + Prototyping
Paul Mernyk - UI Designer
Work Samples 15
Mobile SolutionsInteraction Design
Paul Mernyk - UI Designer
Flows and wireframes for first usability study of Intuit GoPayment
Work Samples 16
Conformia: Pharmaceutical Enterprise SoftwareLead Designer, Interaction + Visual Design, Prototyping
Paul Mernyk - UI Designer
Led creation of wireframes, visual design, prototypes, and style guide for complex web application.
Work Samples 17
Centrata: Enterprise Software for IT SupportVisual Design, Interaction Details
Paul Mernyk - UI Designer
Revamped the visual layout and design of existing product, while fine-tuning interaction details
Paul MernykUI Designer
Thank you
650-327-5381
LinkedIn: www.linkedin.com/in/paulmernyk
