Patented Product

Working for ServiceNow was a great opportunity to stretch my wings in a B2B product. ServiceNow has over 7000+ clients servicing tens of thousands of users. They produce an effective and user-centric IT product.

I, and my team, worked on the WFO (Workforce Optimization) product. WFO started out as a very basic product surfacing schedules and reports. Under my time there we were able to expand the product to include: skill based training and coaching, learning management (including 3rd party), escalation, and forecasting. I was awarded a patent for the work I did on the forecasting product.

Working with a large company like this provided an interesting task when it came to user research. There was a lot of red tape involved and there was a research team. I was able to cut through that tape to join and lead various research projects which led to the forecasting product and learning management. We were able to get the right qualitative data that led to appropriate product expansion.

Skills Employed for this project:

• Work with product management on project objectives and allocate resources to achieve the objectives as measured against plans

• User research

• Whiteboarding

• Map, maintain and evangelize the end-to-end customer journey for this new experience

• Lo-fi/Hi-Fi prototyping

• Design and conduct qualitative and quantitative research studies, including user interviews, in-person or remote usability studies, focus groups and surveys

• Product creation and iteration

• Led the team of designers and PMs by establishing timelines and implementation

Word of mouth is still the best.

Everyone knows that the best form of marketing is…WORD OF MOUTH. How can we capitalize on that? At Nomad, we had an outdated referral program. It was slow to pay, (we required a user to complete their job assignment, up to 13 weeks, before we paid out), it was hidden, and it was labor intensive on the back end.

I worked with marketing, legal, finance, and P/E to help roll out an entirely new referral program. We rethought the whole process, changed the way we incentivize, and launched it to great success. It led to 10% more applications, and 10+ more job offers during the 30 day trial program.

One of the biggest changes was adjusting payout before the traveler went on assignment. Users could now get paid after referring and getting a friend to apply for a job. As well as, after the assignment is complete. This creates better engagement throughout the process. It provides immediate satisfaction.

This is also a double sided reward program, meaning both parties get rewarded. Further incentivizing the referral core loop.

This is an authenticated feature that can only be found by creating an account with Nomad Health.

Skills Employed for this project:

• Complete cross functional collaboration - finance, legal, marketing, product, engineering.

• Whiteboarding

• Map, maintain and evangelize the end-to-end customer journey for this new experience

• Lo-fi/Hi-Fi prototyping

• Design and conduct qualitative and quantitative research studies, including user interviews, in-person or remote usability studies, focus groups and surveys

• Product creation and iteration

• Led the team of designers and PMs by establishing timelines and implementation

Portals to users

On the backside of Groq Health, we needed a clinician portal that allowed our Physician’s Assistants to view users data, send insights/interventions, and send prescriptions. Simple concept, but with so much integrated data from our users that included:

• Blood draws

• Glucose testing

• Apple Health data

• CGM data

• Sleep

• Exercise

• Heart rate

• Historical and current health data and more…

All of that data had to be organized, searchable, and available. We spent hours talking with our PA team to find the user journeys that would work with their already established analog processes.

Our first iteration took some getting used to. It met all of the requirements but was still slow and confusing. We kept iterating and are still iterating to this day.

We have iterated by implementing ML and AI to help write the majority of insights and interventions AFTER the clinician comes up with a diagnosis based on the data.

Skills Employed for this project:

• Work with product management on project objectives and allocate resources to achieve the objectives as measured against plans

• Whiteboarding

• Map, maintain and evangelize the end-to-end customer journey for this new experience

• Lo-fi/Hi-Fi prototyping

• Design and conduct qualitative and quantitative research studies, including user interviews, in-person or remote usability studies, focus groups and surveys

• Product creation and iteration

• Led the team of designers and PMs by establishing timelines and implementation

Be a builder

I did a project for a marketing tech company. They needed to build out their segment builder. Segments are everything when it comes to marketing appropriately. My client needed their clients to be able to search, segment, and create.

They had some research done, and some rough wires. We collaborated on how to improve the flows and then I went and worked through the minutia of design and user journeys.

The results were well received by my client and…their users. Typically the most obvious answer is the best one.

Skills Employed for this project:

• Work with client on project objectives and allocate resources to achieve the objectives as measured against plans

• Whiteboarding

• Map, maintain and evangelize the end-to-end customer journey for this new experience

• Lo-fi/Hi-Fi prototyping

• Product design

Let the data come to you

You can go and make data say what you want or…you can let it speak to you via your users.

Report Builder

For any B2B, data analytics company, reports are HUGE. Pathmatics was in the perfect position to release a simple report builder that would allow their brand name clients to download the best marketing analytics data in the world. We worked together with users and the product team to release a report builder that made getting competitive analysis easier and faster than previous efforts.

I conducted over 2 dozen on-site moderated interviews to get the data that we needed to help create this new product line. At the end of the research, I put together a gallery of all of the findings and conclusions. The gallery was set up in one of our conference rooms and was up for a few days to allow the whole company to go through and see the work that had been done.

Click here for working prototype.

Skills Employed for this project:

• Work with product management on project objectives and allocate resources to achieve the objectives as measured against plans

• Whiteboarding

• Map, maintain and evangelize the end-to-end customer journey for this new experience

• Lo-fi/Hi-Fi prototyping

• Design and conduct qualitative and quantitative research studies, including user interviews, in-person or remote usability studies, focus groups and surveys

• Product creation and iteration

• Led the team of designers and PMs by establishing timelines and implementation

MDP for a startup

As in minimal DELIGHTFUL product…

Rivet App

Rivet, a Santa Monica startup, that wants to become a major player in helping you manage your subscriptions came to me to create their first-time user flow and help establish their UI. After a few rounds of whiteboards and user interviews. We were able to settle on the following workflow.

Problems to solve:
1) Remove pain points from a complex onboarding flow.
2) Standardize the UI.
3) Remove unnecessary steps where applicable.

How I solved them:
1) After talking through the user flow and goals of the onboarding experience. I reached out to 5 potential users and asked them if I could watch them go through the experience. We discovered that several screens were too complex and unnecessary. We went back to whiteboarding. Came up with a streamlined onboarding flow and tested again. This time there was an increase in comprehension and completion.

2) Standardizing the interface helped increase legibility of the onboarding flow by 20%.

3) Through testing and iterating we were able to remove 4 unnecessary screens and steps.

Hit the link below to see the prototype that is now live.

Click here to see the prototype.

Skills Employed for this Project:

• Work with client on project objectives

• Refine user journey

• Lo-Fi/Hi-Fi prototype

• Collaborate with dev to ensure usability and design

• User Interviews

Automating the future

Post Forma

For most casinos, a post forma is done around 90 days after their campaign. This is a problem that has multiple reasons, but the most quoted reason from users is: busyness. They are too swamped with the monthly campaigns to tens of thousands of customers, that they rarely get a chance to determine the profitability of their campaigns. Through dozens of phone calls with users and subject matter experts, dozens of prototype testing we were able to put together a post forma that reads from our current campaign software. It will save users dozens of hours and empower marketing managers to prove the ROI of their campaigns. A simple dashboard with in-depth reporting and the ability to add hard expenses was “all it took” to satisfy our users.

Problems to solve:
1) Database Marketing teams need to see daily updates of their campaigns
2) Keeping track of hard expenses creates a clear picture of Campaign ROI
3) Responsive dashboard that can be viewed anywhere by executives and team members

How I solved them:
1) As stated above, most marketing teams were not seeing their campaign results until 90 days AFTER the campaign had concluded. This discovery came through user interviews via phone and done in-person. It was a common theme that we were not expecting. This led us to discuss internally what a post forma would look like. Initial conversations were based around a SMEs excel spreadsheet. I scrapped the data tables because our users did not want more tables. They were wanting to get a glance of their live campaigns and send that information to their managers and executives. Our final version hit all of the major metrics, our roadmap includes adding in a calendar and some charts.

2) Hard expenses was a great challenge. There are lots of nuances to adding expenses for casino campaigns, we discovered. We had a few of our users walk us through their process. You have to be able to attribute dozens of expenses to a specific campaign. Sometimes you will split an expense over several campaigns. You also need to assign it a per unit cost. We distilled that data into its simplest form and based our interface on Google Forms (we use Material Design Principles as the basis for design system). That took several iterations and a few passionate discussions about the best user flow and interface. To see a final version, hit the link below and click on “Edit” in the “Expenses” card.

3) This was probably the easiest part of the whole product. Once we had confident data in our dashboard design it was a straightforward design to integrate mobile/tablet capability. Each set of cards was designed to mobile widths and stacked by section. The whole dashboard can exported as a png, so that users can send reports to their executives/managers.

Click here for working prototype.

Skills Employed for this project:

• Work with product management on project objectives and allocate resources to achieve the objectives as measured against plans

• Whiteboarding

• Map, maintain and evangelize the end-to-end customer journey for this new experience

• Lo-fi/Hi-Fi prototyping

• Design and conduct qualitative and quantitative research studies, including user interviews, in-person or remote usability studies, focus groups and surveys

• Product creation and iteration

• Led the team of designers and PMs by establishing timelines and implementation

• Led a remote dev team (New Zealand)

Award winning product

Recommendation Engine

The most revolutionary slot floor product to ever come be released. It does the work of dozens of analysts and allows slot floor operators to see which machines they should add, remove, move, or reconfigure.

It’s the result of 2 quarters of user research, whiteboarding, prototyping, and design. It was the most demo-ed product at G2E 2019. It’s the software that casinos have been looking for and my team handled it perfectly. From initial meetings with the product team to dozens of phone calls with subject matter experts and users; we were able to produce a game-changing product in 2 quarters.

Problems to solve:
1) Help slot operators quickly see the changes their floor needs.
2) Integrate a data analytics software so we can track usage.
3) Explain our reasoning to skeptical slot operators.

How I solved them:
1) Because this product was brand new, we spent a month front loading user interviews with slot operators. We had countless conversations, formally and informally, to help us set up our ideas for a product. We had an initial idea, we wanted it to be recommendations from the floor. But we needed to understand standard metrics, needs, and pain points with their floor and their current software (if any). Once we gained that understanding, we were able to start whiteboarding. We ran initial concepts by our SMEs on staff before taking the drawings back to our users. We ran through several iterations after multiple conversations with our users. We landed on the appearance in the image above as the final version.

2) Our legacy products were all built in flash and had no user analytics in them. My goal was to implement Pendo into our new products and roadmap. Because our clients are tribal casinos, who do not want their data leaving their land, this posed a unique challenge. How can we get user data from the cloud, if they tribes do not want their data in the cloud? My first step was to get internal stakeholders onboard with the necessity of having user data. After several presentations, I had the support I needed to start socializing the idea with casino leadership. After talking with several casinos and their technical teams, I gained the necessary support. I was able to talk with Tribal Councils to gain their approval as well. I had to define what data would be sent and where, how safe the data would be, and how important it is for us and them. We now have Pendo implemented on our new products and receiving data daily.

3) The casino industry is a unique one, because there are many operators who go with their “gut.” They have been around since before data analytics and have made money due to their expertise and ability to try new things. This was a great challenge for us (Product Team), because we needed to create a product that could show our math. To do that we implemented a collapsible portion of each recommendation that revealed our numbers. Perception in UX is enormous, if people “feel” they can trust the data they will. We had multiple conversations internally and with users as to how best to accomplish that task. We did and it was a great success.

Click here for working prototype.

Skills Employed for this Project:

• Work with product management on project objectives and allocate resources to achieve the objectives as measured against plans

• Whiteboarding

• Map, maintain and evangelize the end-to-end customer journey for this new experience

• Lo-fi/Hi-Fi prototyping

• Design and conduct qualitative and quantitative research studies, including user interviews, in-person or remote usability studies, focus groups and surveys

• Product creation and iteration

• Led the team of designers and PMs by establishing timelines and implementation

• Led a remote dev team (New Zealand)

• End-to-end product design from ideation to delivery

The future of health

Groq Health App

The Groq Health app was born out the very successful and famous Comite Center. Dr. Comite had a vision to take her tried and true methods of providing holistic health care and distill it in an app. To be able to accomplish that we had to balance a mixture of real world clinic visits with world class health care.

What resulted was an excellent MVP that is live on TestFlight (limited number of testers). Through the app we were able to balance a very specific process set by the Comite Center while also putting the users health into their own hands.

A large part of the product was being able to connect to a CGM (continuous glucose monitor). We needed to be able to guide users through the connection of a 3rd party hardware (with no API) to get their data flowing within the Groq app. This took a lot of testing, user conversations, and iterations. Ultimately, we were able to get our users through the process and seeing their CGM data easily.

In addition to a mobile app for our users, we also built out a clinician app. This desktop app allowed for Groq clinicians to interact with users via chat, insights, interventions, and prescriptions. We also, built out a very robust ML system to help scale responses to users.

Problems to solve:

1) Create an app that mimics a physical world process that drives a healthy life
2) Do it in 90 days
3) Build while flying

Click to view the Figma prototype here.

Skills Employed for this Project:

• Worked with product management on project objectives and allocate resources to achieve the objectives as measured against plans

• Whiteboarding

• Map, maintain and evangelize the end-to-end customer journey for this new experience

• Lo-fi/Hi-Fi prototyping

• Design and conduct qualitative and quantitative research studies, including user interviews, in-person or remote usability studies, focus groups and surveys

• Product creation and iteration

• Led the team of designers and PMs by establishing timelines and implementation

1-10, continually improving MVPs

Now defunct, FORM had a unique mobile app that was able to track your power and olympic lifts via a barbell collar. It was a great mix of hardware and software, containing 8 accelerometers and an altimeter it was able to read speed, height, and lift. Sadly due to lack of funding the company wasn’t able to continue after selling a couple hundred units. We were just gearing up to add workout subscriptions from numerous lifting influencers.

Hit the buttons below for more in-depth conversation about some of the projects from FORM.

Skills Employed for this Project:

• Design and conduct qualitative and quantitative research studies, including user interviews
  Whiteboarding

• User Journey mapping

• Lo-fi/Hi-Fi prototyping

• Led the team of designers and PMs by establishing timelines and implementation

Push it, evolving ideas into reality

Mobile Game Prototype

Working with some of the best in the game industry on a TBA mobile game, was an amazing experience. Leading the charge on rough design, initial user flows and gameplay, as well as look development. We did many conversations with mobile game users and watched multiple people play the most popular 3v3 mobile games (i.e. Clash Royale, Brawl Stars, etc.) This set up the initial conversation of how we want users to experience our story through the UI. We relied heavily on “vibe” to guide the drawings. How does each screen make the user feel? Does it draw them into our world? Is it engaging only in black and white; as well as no sound? If we can draw users into the story with hand drawn images and light interaction, we know that the strategic advent of color and sound will enhance the experience.

This was a fun way to do some light animation to entice investors and show them some very rough ideas of how we see the menus and some monetization working. All chicken-scratch drawings and animation done by me in a now deprecated program.

Click here to watch working prototype.

Endless Fun

Mobile Game - Front Runners

Created, produced, launched a mobile game. I oversaw all art production, user flows, monetization, UX, marketing, and development of the hit game Front Runners.

Check out a video of the game.

In February of 2020, I sat down with some friends who have amazing game experience and love mobile games. I came to the meeting to have them tell me all of the horrible reasons as to why I should not attempt to start a mobile game studio. I wanted them to talk me out of it, tell me how hard it was and the insurmountable odds to overcome. A few hours later and we were talking about an idea for a game. A few days later we were starting production of Front Runners.

This has been an incredibly fun project. From ideation to launch, there has not been a single dull moment. We have built a fun little game and we know that many people will love it!

Download the game here:
🍏App Store: https://apple.co/3dL4sMY
📱Google Play Store: https://bit.ly/3iLia65

Skills Employed for this Project:

• Worked with production team to create original artwork, look dev, and game play.

• Integrated monetization gates and IAP opportunities.

• Created all marketing materials, website, and communications.

• Produced and shipped a mobile game in 4.5 months.

Organizing Pandemonium

The Pandemonium app provides a way for screenwriters to get their screenplays read, sold, and perhaps turned into a movie. After some initial user research and competitive landscape research we decided on a scaled back look and feel with the ease of the iBooks store. The app has been very well received and ties into the website and branding established by Pandemonium.

Click here for working prototype.

Skills Employed for this Project:

• Worked with client on project objectives

• Design and conduct qualitative and quantitative research studies, including user interviews

• Whiteboarding

• Lo-fi/Hi-Fi prototyping

• Product creation and iteration

Real-time data for a real time win.

Player Development Mobile App

For casino properties, player development is the frontline of defense. Hosts use the app to move players into their pipeline to drive sales, events, offers, and hotel reservations. After several rounds of user interviews with player development managers, host managers, and hosts; we put together a working prototype that could be built in one quarter using AGILE processes. The project is still WIP and we have tested this prototype with the aforementioned users and have received positive feedback.

Everything begins with research, assumptions, and whiteboards. The first step in this process was to talk to a sample of ~20 users. We came up with a list of 11 questions that cover topics surrounding their work day and their workflow. We ask questions like: “What does a successful day look like for you?” to “Tell me about a day in the life of…” These questions draw out organic answers that begin to form a picture. From this picture we can determine pain points, problem areas, and potential solutions. Our first iteration is below.

PROBLEMS TO SOLVE:
1) Our current solution was slow and cumbersome.
2) Player Hosts need to see real-time data of their players on the floor and be able to search for them.
3) Host Managers would like more accountability with task completion by their hosts.

HOW I SOLVED THEM:

1) We already had a mobile solution that sort of solved these problems. The main issues with the app were functionality, speed, and data flow. Often times a host would be notified that a player was at a slot machine, only to get there and the player was gone. We called this “ghost chasing.” This was a common theme across all the clients using this app. We heard about this problem across twenty interviews. The way I solved this was to first come at the app with a fresh perspective. Because the current solution was not a true native app, my suggestion was that we spend the time and focus on developing a new native app to replace the web app. This would allow for more efficient user flow, push notifications (which we did not have and many were asking for), and better responsiveness. We could remove the slow, cumbersome interface of the old app and solve a lot of experience problems with a native app. There were a few internal stakeholders who held opposing views on the native app concept. The product team was able to convince them this was the best course of action.

2) The primary focus of this app needed to be this: “who is on the floor now” and “help me search for players”. As you can see in the whiteboard prototype (linked below and here), this was accomplished on the home screen. We removed a few steps and barriers in the old app by bringing those two views to the forefront. We refined this home screen several times through user interviews and iterations before arriving at the hi-fi prototype version (also linked below). Players on floor would give the hosts the quick glance view they needed and having a search bar as the one of the first things you see was a huge win and garnered lots of positive feedback in our interviews.

3) While our primary persona was the host, we also had to satisfy the host managers whose main responsibility is to keep their hosts accomplishing tasks. Tasks are all about connecting to the players to get them into play slots. Playing slots = revenue. This was a large conversation that spanned multiple interviews with hosts, managers, and even execs. How do we encourage the hosts to accomplish their tasks without the host feeling “watched” or “micro-managed.” Ultimately, we were able to find a design that satisfied the hosts and behind the scenes, the managers. This product was halted at the end of 2019 due to financial constraints of the company.

Click here for whiteboard prototype.

After we completed the above iteration. We went back to our users and asked them about the prototype. We asked them to perform simple tasks such as: searching for players, completing tasks, and calling players. Armed with this data, we asked ourselves what can we get done in 90 days? The working prototype below is the initial solution.

Click here for working prototype.

Skills Employed for this Project:

• Worked with product management on project objectives and allocate resources to achieve the objectives as measured against plans

• Whiteboarding

• Map, maintain and evangelize the end-to-end customer journey for this new experience

• Lo-fi/Hi-Fi prototyping

• Design and conduct qualitative and quantitative research studies, including user interviews, in-person or remote usability studies, focus groups and surveys

• Product creation and iteration

• Led the team of designers and PMs by establishing timelines and implementation

Charts...lots of charts!

Telematics Dashboard (name withheld for privacy reasons)

Problem: Clunky, old, programmer-built dashboard for a global telematics company. Hidden menus, no usability flow, Windows 2000-esque appearance.

Insights: Through some user testing, and surveys we were able to define a couple of pain points that could be eased with a more direct user interface.
#1 - Reports were not being accessed, or rarely being accessed, due to being hidden in a small menu.
#2 - Widgets were not being used because they were not simple enough.
#3 - Widgets and reports are virtually the same thing.
#4 - Some reports do not show visually appealing data, or potentially have too much data. (For example, hundreds of points of interest on a given driver’s route x multiple drivers.)

Skills Employed for this project:

• Work with product management on project objectives and allocate resources to achieve the objectives as measured against plans

• Whiteboarding

• Map, maintain and evangelize the end-to-end customer journey for this new experience

• Lo-fi/Hi-Fi prototyping

• Design and conduct qualitative and quantitative research studies, including user interviews, in-person or remote usability studies, focus groups and surveys

• Product creation and iteration

• Led a remote team of designers (India) by establishing timelines and implementation