https://ciaragreen.work/new-page daily 1.0 2024-05-20 https://images.squarespace-cdn.com/content/v1/5e92d8d8d31e9d51bb61bf72/1587276884283-PV0281EOZX3CBIZ2MBCE/IMG-5895.jpg About - Driving a user-centred approach on a growing payments product Running multiple streams of research on adjacent product teams. Mixed methods / usability / facilitation https://images.squarespace-cdn.com/content/v1/5e92d8d8d31e9d51bb61bf72/1587275061726-UXQWXMIXKWORBTH0VE6P/IMG-7846.jpg About - Understanding frictions in a user support journey Turning a complex, unknown problem space into multiple product roadmaps. Analytics / international research / service design https://images.squarespace-cdn.com/content/v1/5e92d8d8d31e9d51bb61bf72/1587130846967-NSMMPN517DLZRGUAIQ22/PIUK_01.jpg About - Making identity verification work for online services Building end-to-end collaboration across government departments. Contextual research / service design https://images.squarespace-cdn.com/content/v1/5e92d8d8d31e9d51bb61bf72/1587275835938-R0LU5PZ91ZS0A6Y186FX/IMG_6896%2B2.jpg About - Iterating voice user interface designs Rapid prototyping with limited time and budget. Remote research + collaboration / tree-testing https://images.squarespace-cdn.com/content/v1/5e92d8d8d31e9d51bb61bf72/1587216717419-8CG6GYGT06MU4CY2SX8Y/6_WS_02.jpg About - Designing services for the elderly in Singapore Facilitating learning and ideation between public and private healthcare sectors Facilitation / service design https://images.squarespace-cdn.com/content/v1/5e92d8d8d31e9d51bb61bf72/1587216678283-3BEVEET2M3ASVLRTO3NM/5_CI_05.jpg About - Discovering a new government service platform component Helping a cross-functional team know what is the right thing to build. Early stage research / ideation https://ciaragreen.work/methods daily 0.75 2021-10-11 https://images.squarespace-cdn.com/content/v1/5e92d8d8d31e9d51bb61bf72/1587263462623-QWVS49HWCELRXPI3V2UT/Meth_Disc_03_eth.jpg Methods Ethnography Ethnographic methods help uncover subtle cultural grammars that drive behaviours. https://images.squarespace-cdn.com/content/v1/5e92d8d8d31e9d51bb61bf72/1587263415935-3354VOUSOKLGIEUQH9DM/Meth_Disc_02_JM.jpg Methods Journey mapping Breaking down users' activity flows into steps elicits detailed insight into a problem space. https://images.squarespace-cdn.com/content/v1/5e92d8d8d31e9d51bb61bf72/1587263678809-YRSGNFZH3XIXB1RERKAN/Meth_Disc_07_DS.jpg Methods Diary studies I use diary studies to gain more longitudinal insight into people's behaviours, activities and obstacles. https://images.squarespace-cdn.com/content/v1/5e92d8d8d31e9d51bb61bf72/1587264263698-CAF7S8MDHSY30W7YTDBN/image1-%284%29.jpg Methods Stakeholder interviews The relationships, workflows and expert knowledge driving a project shapes my communication plan. https://images.squarespace-cdn.com/content/v1/5e92d8d8d31e9d51bb61bf72/1587263519325-R8DCVKZ49UE789DJSLMY/Meth_Disc_04_CS.jpg Methods Card sorting Both closed and open-ended card sorting help uncover how people categorise information. https://images.squarespace-cdn.com/content/v1/5e92d8d8d31e9d51bb61bf72/1587263555913-WRQVNJ7SJ6QE9Q6NJ315/Meth_Disc_05_QM.jpg Methods Quantitative methods I have collected large scale data sets to uncover behavioural trends. https://images.squarespace-cdn.com/content/v1/5e92d8d8d31e9d51bb61bf72/1587263329002-GD5BUVU39SAH32BKAY4H/Meth_Disc_01_Int.jpg Methods In-depth interviews Remote and contextual interviews give insight into participants' experiences, attitudes and desires. https://images.squarespace-cdn.com/content/v1/5e92d8d8d31e9d51bb61bf72/1587263704688-FZD3HVIL7DQP8UB116BL/Meth_Disc_08_Vid.jpg Methods Videography I use film to tell compelling stories and emphasise important findings. https://images.squarespace-cdn.com/content/v1/5e92d8d8d31e9d51bb61bf72/1587264294952-TV6K9A1CLXI7WHECJJTI/image2-%281%29.jpg Methods Rapid prototyping I create mock-ups to gain quick and early feedback on design concepts. https://images.squarespace-cdn.com/content/v1/5e92d8d8d31e9d51bb61bf72/1587263896049-UQT5P04DRJDZX14OMG5U/business%2Bcanvassing.jpg Methods Business canvassing I guide teams to develop a potential business model based on research insights and known technical and budgetary constraints. https://images.squarespace-cdn.com/content/v1/5e92d8d8d31e9d51bb61bf72/1587263739466-03WXVHXH9M4W1HQYI7TV/Meth_Cre_02_Scn.jpg Methods Scenarios I create stories to illustrate concepts and opportunities for design, helping to shape the validity of concepts. https://images.squarespace-cdn.com/content/v1/5e92d8d8d31e9d51bb61bf72/1587278225513-QNFNNDV22HZH082XYWTX/IMG-0411.jpg Methods Design workshops I use playful and engaging templates and activities to help teams generate design ideas. https://images.squarespace-cdn.com/content/v1/5e92d8d8d31e9d51bb61bf72/1587263968066-VK0QMW1V2UTPATA40SI6/Meth_Ref_01_UT.jpg Methods Usability testing To optimise a product or service, I observe users complete specific tasks to help uncover usability issues. https://images.squarespace-cdn.com/content/v1/5e92d8d8d31e9d51bb61bf72/1587270917039-0BVK6LBQSEF6T8S7QMFL/image3%2B%25282%2529.jpg Methods Performance analytics I use analytics to measure service performance, uncovering what to prioritise for further qualitative research. https://images.squarespace-cdn.com/content/v1/5e92d8d8d31e9d51bb61bf72/1587263995305-C2L68WG8ATM4U97LI1BF/Meth_Ref_03_CE.jpg Methods Contextual evaluation Observing users carry out tasks in the context of use helps generate fresh ideas for improvement. https://images.squarespace-cdn.com/content/v1/5e92d8d8d31e9d51bb61bf72/1587263946614-UG2A0GKT28Z77KQKGJYC/Meth_Ref_01_PU.jpg Methods Intercept research I carry out short informal interviews or usability tests in places used by the product or service audience. https://ciaragreen.work/new-page-1 daily 0.75 2020-09-13 https://images.squarespace-cdn.com/content/v1/5e92d8d8d31e9d51bb61bf72/1587128030035-UHIUBGPD3JV8IPUYJAQ2/woodhouse-jobcentre-plus.jpg [5] Making identity verification work for online services These steps were taken in close collaboration with the centre’s staff. We held daily de-briefs and interviewed staff members to collect their own knowledge around users’ issues. https://images.squarespace-cdn.com/content/v1/5e92d8d8d31e9d51bb61bf72/1587127759474-TRSKML9M9ARC9NMQY45L/IMG-5195.jpg [5] Making identity verification work for online services We discreetly based ourselves in a corner and invited claimants who had previously tried to verify their identity to voluntarily take part in a recall interview of their experience. https://images.squarespace-cdn.com/content/v1/5e92d8d8d31e9d51bb61bf72/1587127720187-0D6YFX2XBK5CAFNB6ZDI/IMG-5164.jpg [5] Making identity verification work for online services For those claimants who were comfortable and willing to do so, we also conducted live observation of them attempting to verify their identity online. https://images.squarespace-cdn.com/content/v1/5e92d8d8d31e9d51bb61bf72/1587259262571-T0NH2LVSM51JO5N8USRD/Screen%2BShot%2B2020-04-17%2Bat%2B20.30.29.jpg [5] Making identity verification work for online services The findings generated hypotheses for my team to test in our fortnightly user labs. Our iterative, agile approach led to the resulting improvements feeding smoothly into product development. https://images.squarespace-cdn.com/content/v1/5e92d8d8d31e9d51bb61bf72/1587259175110-REKRHB4FAFDGD0ZTG0QL/PIUK_02.jpg [5] Making identity verification work for online services I held group analysis sessions with different stakeholders to synthesise the findings. I then delivered tailored findings to the relevant stakeholders to action - those who worked on my immediate team, those on the social welfare service, and other 3rd parties. https://ciaragreen.work/new-page-2 daily 0.75 2020-09-13 https://images.squarespace-cdn.com/content/v1/5e92d8d8d31e9d51bb61bf72/1587139886901-IWNMJKEVS4N601487GE3/IMG-7913.jpg [3] Understanding frictions in a user support journey I conducted in-depth interviews with hotel staff, allowing them to recall their experience trying to contact the hotel booking platform for support. They showed us various documents that enriched this description, such as incident reports. https://images.squarespace-cdn.com/content/v1/5e92d8d8d31e9d51bb61bf72/1587139358234-AX57O6X5X8TGEBR57GJ9/IMG-7846.jpg [3] Understanding frictions in a user support journey We observed participants using various channels for different hotel booking platforms to understand how raising support requests fit into their workflow. This surfaced the affordances of different channels and frictions they experienced. https://images.squarespace-cdn.com/content/v1/5e92d8d8d31e9d51bb61bf72/1587140412366-85RRM9DKAUKQF8Q3A4HH/IMG-7844.jpg [3] Understanding frictions in a user support journey I designed an open card sort activity to understand how hotel users named and categorised their issues. This highlighted the differences between how users explained their needs versus how we named them internally. https://images.squarespace-cdn.com/content/v1/5e92d8d8d31e9d51bb61bf72/1587185046597-DO0JBKLH58M5WGRCM2WR/IMG-7784.jpg [3] Understanding frictions in a user support journey Testing paper prototypes in the users’ context. https://images.squarespace-cdn.com/content/v1/5e92d8d8d31e9d51bb61bf72/1587184558005-CNLTKVRHS0H8G6QQX7PM/IMG_9046%2B3.jpg [3] Understanding frictions in a user support journey User journey mapping with the team. https://images.squarespace-cdn.com/content/v1/5e92d8d8d31e9d51bb61bf72/1587188286382-F9V1TWTKK4QT8FBPYXWH/workshop%2B2.jpg [3] Understanding frictions in a user support journey We affinity sorted the qualitative data collected in the field into themes. https://images.squarespace-cdn.com/content/v1/5e92d8d8d31e9d51bb61bf72/1587188160834-A1KCHCU90LEQDGHFEQ3J/workshop.jpg [3] Understanding frictions in a user support journey As a team, we prioritised a set of insights to inform the design of new support channels. https://images.squarespace-cdn.com/content/v1/5e92d8d8d31e9d51bb61bf72/1587262871116-HFO7QA9N2DOZRG5H2DW1/IMG_9273.jpg [3] Understanding frictions in a user support journey Working with data analysts, we investigated the flow of support requests through different databases to trace and identify potential bugs. https://ciaragreen.work/iterating-voice-user-interface-designs daily 0.75 2020-09-13 https://images.squarespace-cdn.com/content/v1/5e92d8d8d31e9d51bb61bf72/1587177126009-I5F567FV8H0JLHX0W65P/cache-Messagep59121.jpg [4] Iterating voice user interface designs https://images.squarespace-cdn.com/content/v1/5e92d8d8d31e9d51bb61bf72/1587131806317-WR54AKDZ2FG0STHCCNLF/IMG-9365.jpg [4] Iterating voice user interface designs https://images.squarespace-cdn.com/content/v1/5e92d8d8d31e9d51bb61bf72/1587177441885-K8GLDVZ3WW2B76H8VUSX/IMG_6897.jpg [4] Iterating voice user interface designs https://images.squarespace-cdn.com/content/v1/5e92d8d8d31e9d51bb61bf72/1587262045628-KJ5ON7AHQ2Q4K258SA9E/treejack.jpg [4] Iterating voice user interface designs (Example treejack study build) https://images.squarespace-cdn.com/content/v1/5e92d8d8d31e9d51bb61bf72/1587262292287-0K2265TH85DB6AD5XWH9/Treejack-Results_700x440_x2.jpg [4] Iterating voice user interface designs (Example treejack analysis dashboard) https://ciaragreen.work/new-page-3 daily 0.75 2020-09-12 https://images.squarespace-cdn.com/content/v1/5e92d8d8d31e9d51bb61bf72/1587257796389-VJVBDK0MLXSVCXALAYAJ/IMG-4528.jpg [1] Driving a user-centred approach on a rapidly growing payments product I stuck print outs of the on-boarding flow on the wall, with an extra blank page for any questions they had that lay ‘outside of the flow’. Each team member wrote their questions on post-its, stuck them in the appropriate place and took turns to read out their questions. https://images.squarespace-cdn.com/content/v1/5e92d8d8d31e9d51bb61bf72/1587197815287-N3UB26NR7C0W94O6H9ZX/IMG-5190%2B%25281%2529.jpg [1] Driving a user-centred approach on a rapidly growing payments product I identified which questions required evaluative usability testing, and ran 3 rounds of testing with hotel users, involving team members in each visit. https://images.squarespace-cdn.com/content/v1/5e92d8d8d31e9d51bb61bf72/1587197150582-OB7ZP9KOWGZBSBSCQSS7/IMG-3240.jpg [1] Driving a user-centred approach on a rapidly growing payments product For questions that required more organisational understanding of hotels, I conducted in-field visits with multiple hotel staff. https://images.squarespace-cdn.com/content/v1/5e92d8d8d31e9d51bb61bf72/1587196950563-6QK1GRJN6BIL1KU18120/analytics.jpg [1] Driving a user-centred approach on a rapidly growing payments product Using a trello board, I indicated to the product manager and development team where analytics logs needed to be added to answer quantitative questions. https://images.squarespace-cdn.com/content/v1/5e92d8d8d31e9d51bb61bf72/1587137078589-34OC89FYV9PE9HJQKB20/shirley.jpg [1] Driving a user-centred approach on a rapidly growing payments product At least one team member attended every research visit and carried out essential tasks such as taking photos or notes. https://images.squarespace-cdn.com/content/v1/5e92d8d8d31e9d51bb61bf72/1587198464106-EPWOEL5A981REQYXEVRP/IMG-4881.jpg [1] Driving a user-centred approach on a rapidly growing payments product I held ideation workshops with team members on possible solutions to improve the user experience. https://images.squarespace-cdn.com/content/v1/5e92d8d8d31e9d51bb61bf72/1587136801894-DDZM7HONOE5B80YQJ5ST/IMG-4557.jpg [1] Driving a user-centred approach on a rapidly growing payments product I created materials for the product managers to help them communicate the context behind new features during sprint planning. https://images.squarespace-cdn.com/content/v1/5e92d8d8d31e9d51bb61bf72/1587136565315-ONPFREM6900RML5CU0WO/analysis.jpg [1] Driving a user-centred approach on a rapidly growing payments product I held group analysis sessions after each research round, showing how clear, prioritised research findings can rapidly feed into product development. https://images.squarespace-cdn.com/content/v1/5e92d8d8d31e9d51bb61bf72/1587137832718-CO0EG1W6U4EFILXUIVT1/IMG-4419.jpg [1] Driving a user-centred approach on a rapidly growing payments product I brought technical team members into the field, so their experience with users could continue to inform their decision making. https://images.squarespace-cdn.com/content/v1/5e92d8d8d31e9d51bb61bf72/1587198910068-IUEUNXZB6BIVUQTX17CJ/IMG-4793%2B%25281%2529.jpg [1] Driving a user-centred approach on a rapidly growing payments product I set up workshops for the wider business stakeholders to collaborate and ideate with the product leads. I used this time to give voice to the account managers’ own field knowledge of users’ needs. https://images.squarespace-cdn.com/content/v1/5e92d8d8d31e9d51bb61bf72/1587212748017-P7TMM78QYEN5CR7YKSUO/IMG-5188.jpg [1] Driving a user-centred approach on a rapidly growing payments product I specifically designed a stream of research that would directly inform the work of two product managers, creating a platform for them to work together to solve some of the product’s underlying issues. https://ciaragreen.work/discovering-a-new-government-service-platform-component daily 0.75 2020-09-13 https://images.squarespace-cdn.com/content/v1/5e92d8d8d31e9d51bb61bf72/1587205690421-6TF7WWXISUNLHEX3T66L/IMG-1453.jpg [2] Discovering a new government service platform component https://images.squarespace-cdn.com/content/v1/5e92d8d8d31e9d51bb61bf72/1587204555601-RO2XRT4MMORAZG3LACY2/IMG-1454.jpg [2] Discovering a new government service platform component https://images.squarespace-cdn.com/content/v1/5e92d8d8d31e9d51bb61bf72/1587205575821-0T275AZPCDMN8J0ABT71/Large+JPG-20140228_Trade+151_0046.jpg [2] Discovering a new government service platform component https://images.squarespace-cdn.com/content/v1/5e92d8d8d31e9d51bb61bf72/1587203925504-5CQVBQS6BS889JQ4QBAG/IMG-1636.jpg [2] Discovering a new government service platform component I had a team member take notes in each of the 16 interviews I ran to collect a variety of examples of staff processing forms. https://images.squarespace-cdn.com/content/v1/5e92d8d8d31e9d51bb61bf72/1587201822519-KNXFR7LLKMP9K5IW0HL4/image1%2B%25281%2529%2BBLUR.jpg [2] Discovering a new government service platform component I left a week-long diary study with a selection of participants, where they logged issues faced with people and technology. I then used these as materials in team workshops. https://images.squarespace-cdn.com/content/v1/5e92d8d8d31e9d51bb61bf72/1587203784542-4HVQ6HI9SY8TW0EJSKXQ/CI_02.jpg [2] Discovering a new government service platform component I facilitated 6 site visits to observe staff processing forms. During these visits, we picked up on nuances behind standard operating procedures. https://images.squarespace-cdn.com/content/v1/5e92d8d8d31e9d51bb61bf72/1587214920026-ZVIM5MN2ACMHDYZE9WYD/IMG_2386-2.jpg [2] Discovering a new government service platform component https://images.squarespace-cdn.com/content/v1/5e92d8d8d31e9d51bb61bf72/1587215012735-JIDUISEMH1EVOHXM1GIV/IMG_2383-2.jpg [2] Discovering a new government service platform component https://images.squarespace-cdn.com/content/v1/5e92d8d8d31e9d51bb61bf72/1587215106776-17QTZV3Y8W84HCNSWIVT/IMG_2492-2.jpg [2] Discovering a new government service platform component https://images.squarespace-cdn.com/content/v1/5e92d8d8d31e9d51bb61bf72/1587215380435-JFNDT0UK6GQQ6YIKPAQ0/experience-map-large.jpg [2] Discovering a new government service platform component https://images.squarespace-cdn.com/content/v1/5e92d8d8d31e9d51bb61bf72/1587269413798-LE81O6OFIZEZQH4BATSQ/CI_03.jpg [2] Discovering a new government service platform component https://images.squarespace-cdn.com/content/v1/5e92d8d8d31e9d51bb61bf72/1587269473666-FCQ05DRKM9XWLBSZ2QBH/CI_08.jpg [2] Discovering a new government service platform component https://ciaragreen.work/designing-eldercare-services-in-singapore daily 0.75 2020-09-13 https://images.squarespace-cdn.com/content/v1/5e92d8d8d31e9d51bb61bf72/1587260415597-FIO0O8LBJUHGGII4OTSQ/in%2Bfield.jpg [6] Designing healthcare services for the elderly in Singapore https://images.squarespace-cdn.com/content/v1/5e92d8d8d31e9d51bb61bf72/1587260569317-4WR7SNR8EEDVA4WQK63I/IMG_1632.jpg [6] Designing healthcare services for the elderly in Singapore https://images.squarespace-cdn.com/content/v1/5e92d8d8d31e9d51bb61bf72/1587260728110-C6K42D9CYN6OB2UBVRJI/IMG_1623.jpg [6] Designing healthcare services for the elderly in Singapore https://images.squarespace-cdn.com/content/v1/5e92d8d8d31e9d51bb61bf72/1587206119990-VEPKX6YKGMAIL5VVF6Z3/CJ_02.jpg [6] Designing healthcare services for the elderly in Singapore https://images.squarespace-cdn.com/content/v1/5e92d8d8d31e9d51bb61bf72/1587206170883-QR5501N80EH4RNYX7X6D/CJ_03.jpg [6] Designing healthcare services for the elderly in Singapore https://images.squarespace-cdn.com/content/v1/5e92d8d8d31e9d51bb61bf72/1587206094583-THSFIOQGR41Z8A12FSZ0/CJ_01.jpg [6] Designing healthcare services for the elderly in Singapore https://images.squarespace-cdn.com/content/v1/5e92d8d8d31e9d51bb61bf72/1587260885228-MUWB8BJHI8MPK5HZVSSE/CV_01.jpg [6] Designing healthcare services for the elderly in Singapore https://images.squarespace-cdn.com/content/v1/5e92d8d8d31e9d51bb61bf72/1587261095987-55G5HK2BC77FDVIAUNEH/WS_02.jpg [6] Designing healthcare services for the elderly in Singapore https://images.squarespace-cdn.com/content/v1/5e92d8d8d31e9d51bb61bf72/1587261033345-27P68TY9GCC18DDN3GJH/IMG_1380.jpg [6] Designing healthcare services for the elderly in Singapore https://images.squarespace-cdn.com/content/v1/5e92d8d8d31e9d51bb61bf72/1587025172877-YJ3MEEU1C2P5EM7XF7JG/DSG.jpg [6] Designing healthcare services for the elderly in Singapore