I deliver compelling experiences through human-centered ...jonathan-shih.com/JShih-Portfolio.pdf ·...
Transcript of I deliver compelling experiences through human-centered ...jonathan-shih.com/JShih-Portfolio.pdf ·...
1 | Copyright © 2017 Jon Shih. All rights reserved.
I deliver compelling experiences through human-centered design.
J O N S H I H , D E S I G N E R & T E C H N O L O G I S T
2 | Copyright © 2017 Jon Shih. All rights reserved.
design +technology +businessI have 6 years’ experience delivering comprehensive business technology solutions and spearheading adoption of human-centered design practices for some of the world’s largest organizations across the US, UK, Canada, and China, combining a deep understanding of user experience with technical expertise to achieve solutions that are viable, feasible, and desirable.
3 | Copyright © 2017 Jon Shih. All rights reserved.
My design approach
Doing the right thing Doing the thing right
What could be What should be What will be
D I S C O V E R D E V E L O P D E L I V E RD E F I N E
Research Iteration ImplementationSynthesis
Alternating stages of divergent and convergent thinking help my teams first identify the right problem to solve, then iterate towards a working solution.
Problem Solution
Project kickoff
Competitor analysis
Capability assessment
User interviews
Contextual inquiry
Card sorting
Workshops
Personas
Insights/themes
Opportunity areas
Product roadmap
Journey mapping
Ideation
User stories
Information architecture
Wireframes/mockups
Rapid prototyping
System design
Build
Heuristic evaluation
Usability testing
Iteration
Launch
A/B Testing
4 | Copyright © 2017 Jon Shih. All rights reserved.
Designing the world’s largest intranet
AEM Functional/Experience Analyst
A leading global retailer sought to unify their
intranet and extranet into a single unified
platform built on Adobe Experience Manager
for all employee needs, on and off the clock. I
was tasked with guiding the conversations
with multiple business stakeholder groups to
elicit requirements for the new system.
How might we satisfy the needs of many
disparate user groups?
We kicked off the project by walking through the existing systems, evaluating them against a best
practices portal capability model. Based on the assessment results and interview findings, we
identified a base set of user stories centered around meeting current needs as well as addressing
gaps from our assessment. We validated the high-level user stories through a story mapping
exercise and defined an MVP for the initial release.
Mapping the way forwardGlobal 500 retailer
N O V 2 0 1 6 – A P R 2 0 1 7
5 | Copyright © 2017 Jon Shih. All rights reserved.
D E S I G N I N G T H E W O R L D ’ S L A R G E S T I N T R A N E T
With our goal in sight, I led regular backlog grooming
sessions with the business to further detail out the
behavior of the system and provide the designers and
developers with the appropriate amount of detail in
the user stories.
While primarily acting as a proxy for the business, my
experience as a UX designer also allowed me to
understand and work with the UX team, which was
experimenting with a new workflow on the project.
Faced with their growing pains, I stepped in to manage
and improve the handoff process between the UX, UI,
and AEM development teams, implementing a task
board to better track progress as well as creating
annotated wireframes to detail out the kind of
functional interactions that were not as evident from
static comps.
Wearing many hats
6 | Copyright © 2017 Jon Shih. All rights reserved.
Redefining the supplier onboarding experience
UX Design Lead
A leading big box retailer sought to do battle
with online competitors like Amazon. However,
the current store-based supplier onboarding
process was too complicated, resulting in
turnaround times of over 4 weeks. Our team
was tasked with delivering a system that would
onboard new suppliers in as little as 24 hours.
How might we help our client do business at
the speed of its competition?
To better understand the problem, I drove a user research based design approach based on
interviews and usability studies to discover current pain points. In addition to qualitative feedback,
research participants completed timed tasks and filled out a modified version of the System
Usability Scale (SUS) survey to come up with quantitative usability metrics. The most frequent pain
points we observed were that users lacked a sense of where they were in the process and were
often unfamiliar with the specialized terms used by the business.
Putting the user firstGlobal 500 retailer
N O V 2 0 1 5 – O C T 2 0 1 6
7 | Copyright © 2017 Jon Shih. All rights reserved.
R E D E F I N I N G T H E S U P P L I E R O N B O A R D I N G E X P E R I E N C E
We reimagined the onboarding experience as a wizard
to help guide the supplier through the steps of the
process, avoiding jargon and using a conversational
tone of voice to make the system more approachable.
Meanwhile, we were also able to eliminate business
process steps by collecting less data upfront and
managing false positives through a robust exception
process. Using this two-pronged approach of process
and usability improvements, we came up with a design
that achieved the desired 24-hour turnaround.
One small step forward
8 | Copyright © 2017 Jon Shih. All rights reserved.
R E D E F I N I N G T H E S U P P L I E R O N B O A R D I N G E X P E R I E N C E
While we saw a clear improvement in business and user outcomes as a result of the redesign, there
was still much room to grow towards becoming a designful organization. I used the usability
reports of the redesigned system to highlight returns on UX as well as identify additional
opportunity areas for improvement to client leadership. Showing off these wins built support and
allowed me to incorporate additional user research, wireframing and interactive prototyping earlier
in the functional design phase for the subsequent round of system enhancements.
Fighting the good fightIn addition to my project delivery role, I also helped
develop the client team’s UX capabilities as they
continued to build out their practice.
One major focus of mine was a major revamp of the
existing static style guide, which was both non-
comprehensive and hard to understand. I pushed an
initiative to transform it into a living style guide with
code snippets to improve the UX handoff process,
which had been causing major friction between UX
designers and front-end developers on projects.
Additionally, I started development on a shared Axure
widget library and proposed standards and
governance to improve the consistency of UX delivery
across projects.
Building a practice
9 | Copyright © 2017 Jon Shih. All rights reserved.
Bringing healthcare to the people
Functional/Test Lead
A Patient Protection and Affordable Care Act
(PPACA) state health benefits exchange
retained Deloitte to redesign and implement its
plan management, small business employer-
sponsored insurance (SHOP), and financial
management portals after a successful
Eligibility & Enrollment implementation.
How might we make it easier for small
businesses to offer health insurance?
Understanding the complex regulations that govern eligibility and coverage was key to improving
the experience of obtaining health insurance. Through focused design sessions, I mapped out
current state manual business process flows and developed new system-based process flows. My
team then synthesized the business processes and requirements into detailed functional
specification documents for the offshore development team, including wireframes, screen flows,
and interface specifications.
Untangling the processesHealth benefits exchange
A U G 2 0 1 4 – O C T 2 0 1 5
10 | Copyright © 2017 Jon Shih. All rights reserved.
B R I N G I N G H E A L T H C A R E T O T H E P E O P L E
As the design phase concluded, I liaised with the offshore development team as the product expert
to ensure the delivery matched the design. To assist the training team, I also created diagrams and
job aids to explain the complicated rules governing special enrollment for scenarios such as new
hires, newborns, and terminations.
I continued to see my team through UAT, go-live, and production support, triaging bugs and writing
data fixes as needed to keep the system running. While the election of a new state governor
rendered our success short-lived, my team was able to deliver a portal that increased employer-
sponsored insurance enrollment by 20% in 3 months of operation.
Putting it all togetherDuring the course of the project, I also had my first
chance to directly manage a team of 3 coworkers.
Coming from an individual contributor perspective, I
struggled at first to trust my team and delegate tasks
as necessary, resulting in late nights for myself as I
tried to shoulder the entire burden. Over time, though,
I learned to appreciate that as a manager, our time is
often better spent allocating the resources at our
disposal rather than getting into the weeds ourselves.
I was able to look at challenging tasks as learning
opportunities for my team members and found ways
to develop their abilities while still delivering the
project.
Learning to let go
11 | Copyright © 2017 Jon Shih. All rights reserved.
Looking for the next big idea in mobile health
Innovation Analyst
The healthcare provider practice at Deloitte
sought to think beyond electronic health
record (EHR) systems implementations
towards the next generation of digital health
solutions in the provider space, particularly
around mobile health.
How might we leverage mobile devices to
improve the healthcare experience?
After exploring several technology trends, I proposed a technology exploration using iBeacon to
provide fine-grained patient location information. This user journey follows a patient’s journey
through a hospital visit and proposes various ways the app would be able to address pain points,
from automated check-in and payment to indoor navigation for visitors.
Navigating the patient journeyDeloitte (internal)
M A R 2 0 1 4 – M A Y 2 0 1 4
12 | Copyright © 2017 Jon Shih. All rights reserved.
Get in touch.Jon ShihExperience Design & Technology Consultant
Email: [email protected]
Phone: +1 630 448 0566
LinkedIn: jonathanshih