https://andrewpaynecreative.com andrewpaynecreative Fri, 24 Aug 2018 12:38:13 +0000 https://andrewpaynecreative.com en https://andrewpaynecreative.com/Header_HomePage Fri, 24 Aug 2018 12:38:13 +0000 andrewpaynecreative https://andrewpaynecreative.com/Header_HomePage Andrew Payne Work&nbsp; Resumé https://andrewpaynecreative.com/Slideshow Fri, 24 Aug 2018 12:37:59 +0000 andrewpaynecreative https://andrewpaynecreative.com/Slideshow Design + Process https://andrewpaynecreative.com/Featured-Projects Fri, 24 Aug 2018 12:38:00 +0000 andrewpaynecreative https://andrewpaynecreative.com/Featured-Projects Starting the digital conversation Sharecare • AskMD for iOS Conversational Design <img width="905" height="455" width_o="905" height_o="455" data-src="https://freight.cargo.site/t/original/i/0f049e1b190f301984c94012e233dbba57bb23b2bae8a2ff1661aa1a179eeee6/_0009_AskMD_01.jpg" data-mid="22878206" border="0" src="https://freight.cargo.site/w/905/i/0f049e1b190f301984c94012e233dbba57bb23b2bae8a2ff1661aa1a179eeee6/_0009_AskMD_01.jpg" /> Driving customer behavior Sharecare • Sharecare App for iOS Gamification &amp; Platform Development <img width="905" height="455" width_o="905" height_o="455" data-src="https://freight.cargo.site/t/original/i/e076eee0c0d39b1ed92471d316b0fbfffa213a932f109ea32065c3f27731db11/_0013_SCM_01.jpg" data-mid="22878327" border="0" src="https://freight.cargo.site/w/905/i/e076eee0c0d39b1ed92471d316b0fbfffa213a932f109ea32065c3f27731db11/_0013_SCM_01.jpg" /> Optimizing account management Cricket Wireless • My Account Mobile Optimization &amp; Consistency <img width="905" height="455" width_o="905" height_o="455" data-src="https://freight.cargo.site/t/original/i/c6496b86afb704474db2a40bf0395481409cb79e489266374384177d5537b9cc/000_AccountSummary.jpg" data-mid="22878331" border="0" src="https://freight.cargo.site/w/905/i/c6496b86afb704474db2a40bf0395481409cb79e489266374384177d5537b9cc/000_AccountSummary.jpg" /> Building customer loyalty Cricket Wireless • Cricket Xtras User-Centered Design &amp; Phased Product Development <img width="905" height="455" width_o="905" height_o="455" data-src="https://freight.cargo.site/t/original/i/fb31e03a321501008e5471a0a832a62f6ccfe49036b037e51790a21b0bc8b689/0006b_CricketXtras.jpg" data-mid="22934544" border="0" src="https://freight.cargo.site/w/905/i/fb31e03a321501008e5471a0a832a62f6ccfe49036b037e51790a21b0bc8b689/0006b_CricketXtras.jpg" /> Work Archive ︎ https://andrewpaynecreative.com/Text Fri, 24 Aug 2018 12:38:02 +0000 andrewpaynecreative https://andrewpaynecreative.com/Text Current Employment Nordea • København, DK Product Owner / Lead Designer Jan 2019 - Present Specialties Product Design &amp; Strategy Collaboration &amp; Team Building ︎•Making Delicious Cakes Awards 2017 Cricket Wireless Best Visual Appeal and Aesthetic Contact ︎•andrewpayne82@me.com ︎•LinkedIn ︎ &nbsp;+45 52 72 29 88 https://andrewpaynecreative.com/Footer Fri, 24 Aug 2018 12:38:13 +0000 andrewpaynecreative https://andrewpaynecreative.com/Footer © 2018 andrewpaynecreative.com https://andrewpaynecreative.com/Work Fri, 24 Aug 2018 12:38:03 +0000 andrewpaynecreative https://andrewpaynecreative.com/Work https://andrewpaynecreative.com/AskMD Sun, 19 Oct 2014 16:46:48 +0000 andrewpaynecreative https://andrewpaynecreative.com/AskMD Starting the digital conversation Sharecare • AskMD for iOS Conversational Design View App Prototype ︎ Role: Design Director <img width="3106" height="1924" width_o="3106" height_o="1924" data-src="https://freight.cargo.site/t/original/i/43355c289c6791b3140d963003300b0d891a621bec688ad5685a4ecd50ff858f/AskMD.jpg" data-mid="22980182" border="0" src="https://freight.cargo.site/w/1000/i/43355c289c6791b3140d963003300b0d891a621bec688ad5685a4ecd50ff858f/AskMD.jpg" /> Opportunity • Drive core value proposition • Increase revenue via partnerships• Increase brand recognition • Establish platform differentiation Contraints • Crowded health &amp; wellness space• Diagnostic Engine Acquisition • iOS 7 launched&nbsp;• External Vendor Dev Teams&nbsp; Process Identifying the opportunity VP of Product + UX Architect + UX Design The Sharecare team had been working on it’s first entry into the iOS landscape, recognizing customers actively engaged in health forums online where there is unreliable medical advice. &nbsp; AskMD was born as a way to address this and start the doctor visit offline. It also gave users a better way do what they already were doing - keeping notes about their symptoms. <img width="3106" height="1924" width_o="3106" height_o="1924" data-src="https://freight.cargo.site/t/original/i/ea8fd418b83c5be9f0fc5d5860575497c1f1dda52bd82f055d2fdf1e458660ff/GoogleSearch.jpg" data-mid="22975578" border="0" src="https://freight.cargo.site/w/1000/i/ea8fd418b83c5be9f0fc5d5860575497c1f1dda52bd82f055d2fdf1e458660ff/GoogleSearch.jpg" /> <img width="2448" height="3264" width_o="2448" height_o="3264" data-src="https://freight.cargo.site/t/original/i/fcb798d6bbb1e7f6edba33be9b7c15264a6225d53ef6abc92a00c91da3c8f972/IMG_4165.jpg" data-mid="22983168" border="0" src="https://freight.cargo.site/w/1000/i/fcb798d6bbb1e7f6edba33be9b7c15264a6225d53ef6abc92a00c91da3c8f972/IMG_4165.jpg" /> <img width="2448" height="3264" width_o="2448" height_o="3264" data-src="https://freight.cargo.site/t/original/i/dd772bcca73a813fc030789acb3533ae0403d6c92f3ce735968be831da6ee4db/IMG_4200.jpg" data-mid="22983184" border="0" src="https://freight.cargo.site/w/1000/i/dd772bcca73a813fc030789acb3533ae0403d6c92f3ce735968be831da6ee4db/IMG_4200.jpg" /> Shuffling “Chefs &amp; Ingredients” VP of Product + UX Architect + UX Design An external vendor had been tasked with wire-framing and designing the customer experience. &nbsp; Additionally, Sharecare acquired a new diagnostic engine and the iOS 7 redesign shifted what the product needed to be in the middle of development. Initial Vendor Wires &nbsp; ︎ &nbsp; Initial Vendor Designs <img width="640" height="1136" width_o="640" height_o="1136" data-src="https://freight.cargo.site/t/original/i/f2849dc213a15d243a3513b8c6d18e4a717ff9cce4bddb9093986a2327bad4c4/HomeScreen.jpg" data-mid="22975605" border="0" src="https://freight.cargo.site/w/640/i/f2849dc213a15d243a3513b8c6d18e4a717ff9cce4bddb9093986a2327bad4c4/HomeScreen.jpg" /> <img width="640" height="1136" width_o="640" height_o="1136" data-src="https://freight.cargo.site/t/original/i/bb3b3a3c55ad388e55591b7ff149a7a349f7dd74cecf4add2f97b53b3986a3a3/Sharecare-AskMD-keyComps-v1.2-Deck_Page_3_Image_0003.jpg" data-mid="22975762" border="0" src="https://freight.cargo.site/w/640/i/bb3b3a3c55ad388e55591b7ff149a7a349f7dd74cecf4add2f97b53b3986a3a3/Sharecare-AskMD-keyComps-v1.2-Deck_Page_3_Image_0003.jpg" /> Design ProcessVP of Product + UX Architext + UX Design Design engaged to humanize the experience, implementing Conversational Design strategies and a highly emotive visual approach.&nbsp; Initial Redesign <img width="640" height="1136" width_o="640" height_o="1136" data-src="https://freight.cargo.site/t/original/i/f6a28daa3e650ed7e76b45485885b75122054168fba387f821d5beeafae35949/IMG_3936.jpg" data-mid="22982743" border="0" src="https://freight.cargo.site/w/640/i/f6a28daa3e650ed7e76b45485885b75122054168fba387f821d5beeafae35949/IMG_3936.jpg" /> <img width="640" height="1136" width_o="640" height_o="1136" data-src="https://freight.cargo.site/t/original/i/6cfd99b748938797d5a191a0eb61c85f4b0fbaec0fd6aab6731444054f8bde42/IMG_3942.jpg" data-mid="22982749" border="0" src="https://freight.cargo.site/w/640/i/6cfd99b748938797d5a191a0eb61c85f4b0fbaec0fd6aab6731444054f8bde42/IMG_3942.jpg" /> <img width="640" height="1136" width_o="640" height_o="1136" data-src="https://freight.cargo.site/t/original/i/75b9052b28c986b0edb4f958dc8efd5be6a9b78eb3d3dedb94cd7e8d6594ad24/IMG_3943.jpg" data-mid="22982750" border="0" src="https://freight.cargo.site/w/640/i/75b9052b28c986b0edb4f958dc8efd5be6a9b78eb3d3dedb94cd7e8d6594ad24/IMG_3943.jpg" /> Secondary design approaches were intentionally more medical in focus. <img width="640" height="1136" width_o="640" height_o="1136" data-src="https://freight.cargo.site/t/original/i/4c3fd83f5948f1cea3cb302ab3f50907309285bb362d52224beb8bda91de8170/IMG_4002.jpg" data-mid="22983076" border="0" src="https://freight.cargo.site/w/640/i/4c3fd83f5948f1cea3cb302ab3f50907309285bb362d52224beb8bda91de8170/IMG_4002.jpg" /> <img width="640" height="1136" width_o="640" height_o="1136" data-src="https://freight.cargo.site/t/original/i/229a0e1f5325d0548afed8f1f721fb95e11a0453de183db6b233920868014459/IMG_3945.jpg" data-mid="22982986" border="0" src="https://freight.cargo.site/w/640/i/229a0e1f5325d0548afed8f1f721fb95e11a0453de183db6b233920868014459/IMG_3945.jpg" /> Finally, the right balance of brand, medical, and intensity was achieved to move forward. Negative space, color, and text legibility were important focal areas to clarify the user’s journey. &nbsp; <img width="640" height="1136" width_o="640" height_o="1136" data-src="https://freight.cargo.site/t/original/i/08da83327d9e4e1ec80d1dd8c1920ce9f2db7fee0976f812205c99858f5fd833/M_0015_015_Home.jpg" data-mid="22975790" border="0" src="https://freight.cargo.site/w/640/i/08da83327d9e4e1ec80d1dd8c1920ce9f2db7fee0976f812205c99858f5fd833/M_0015_015_Home.jpg" /> <img width="640" height="1136" width_o="640" height_o="1136" data-src="https://freight.cargo.site/t/original/i/c896920cdb872b23ee80ade8896533441d3ee248c4782cad1b38ddb75f3eed6e/04_KeepTrack.jpg" data-mid="22977474" border="0" src="https://freight.cargo.site/w/640/i/c896920cdb872b23ee80ade8896533441d3ee248c4782cad1b38ddb75f3eed6e/04_KeepTrack.jpg" /> <img width="640" height="1136" width_o="640" height_o="1136" data-src="https://freight.cargo.site/t/original/i/604b885283619cbc74ec0324f8e3aed66e1fabbd1339a2f65a2b6ff711d55dac/02_NextSteps.jpg" data-mid="22977336" border="0" src="https://freight.cargo.site/w/640/i/604b885283619cbc74ec0324f8e3aed66e1fabbd1339a2f65a2b6ff711d55dac/02_NextSteps.jpg" /> <img width="640" height="1136" width_o="640" height_o="1136" data-src="https://freight.cargo.site/t/original/i/58a986457233df95c5a040f28355a4a714e697279fb110f358d5cf8ee542d555/05_ForYourVisit.jpg" data-mid="22977453" border="0" src="https://freight.cargo.site/w/640/i/58a986457233df95c5a040f28355a4a714e697279fb110f358d5cf8ee542d555/05_ForYourVisit.jpg" /> <img width="640" height="1136" width_o="640" height_o="1136" data-src="https://freight.cargo.site/t/original/i/bd0e38138878e05cee6391f567e90bfb5a4da49836c5dd9226d1b05106b8d65c/03_Others.jpg" data-mid="22977420" border="0" src="https://freight.cargo.site/w/640/i/bd0e38138878e05cee6391f567e90bfb5a4da49836c5dd9226d1b05106b8d65c/03_Others.jpg" /> Sponsorship integration was designed in-line to have minimal impact and reduce customer apprehension. Integrated Sponsorships <img width="640" height="1136" width_o="640" height_o="1136" data-src="https://freight.cargo.site/t/original/i/31dbf30204c815f310296dbc58268d87157f0214803e3d739275ee6f3617d09f/Results.jpg" data-mid="22977779" border="0" src="https://freight.cargo.site/w/640/i/31dbf30204c815f310296dbc58268d87157f0214803e3d739275ee6f3617d09f/Results.jpg" /> <img width="640" height="1136" width_o="640" height_o="1136" data-src="https://freight.cargo.site/t/original/i/8f29aea672d038dbe5de292886840a774421986204257cc64acdd5241b3df791/HealthTips.jpg" data-mid="22977794" border="0" src="https://freight.cargo.site/w/640/i/8f29aea672d038dbe5de292886840a774421986204257cc64acdd5241b3df791/HealthTips.jpg" /> Identifying product placement opportunities within Sharecare.com, Email Branding, and promotional banners helped elevate visibility. Marketing Materials <img width="1750" height="3498" width_o="1750" height_o="3498" data-src="https://freight.cargo.site/t/original/i/5be0dbe6c9ed6b0a7c6a40a81534de8249e2aaced91d4d6b89ffce3d7f2a2944/01-AskMD-Landing-H-v3.jpg" data-mid="22978845" border="0" src="https://freight.cargo.site/w/1000/i/5be0dbe6c9ed6b0a7c6a40a81534de8249e2aaced91d4d6b89ffce3d7f2a2944/01-AskMD-Landing-H-v3.jpg" /> <img width="650" height="807" width_o="650" height_o="807" data-src="https://freight.cargo.site/t/original/i/9b8a16972aa5558a740befb49d6de591d72cb73d3dec5f4bf731f973143ea9ce/DesktopMobile-Final.jpg" data-mid="22978856" border="0" src="https://freight.cargo.site/w/650/i/9b8a16972aa5558a740befb49d6de591d72cb73d3dec5f4bf731f973143ea9ce/DesktopMobile-Final.jpg" /> <img width="320" height="480" width_o="320" height_o="480" data-src="https://freight.cargo.site/t/original/i/c33b834be33997b8c4763929e1a94007f121b58a84d7c1cdaf1ddfe62b1ae755/AskMD_320x480_V3.jpg" data-mid="22978863" border="0" src="https://freight.cargo.site/w/320/i/c33b834be33997b8c4763929e1a94007f121b58a84d7c1cdaf1ddfe62b1ae755/AskMD_320x480_V3.jpg" /> Waterfall &nbsp;Development &amp; UATVP of Product + UX Architext + UX Design + Content Strategy Waterfall development began with the external vendor once designs were complete with regularly scheduled demos to review work progress and identify product changes. Design validation occurred during numerous UAT sessions and were prioritized against product functionality and resourcing. Deliverables during this time ranged from updated comps to redline documentation as needed. Launch Product Owner + UX Architect + UX Design + Development Design, along with other product team members, validated the final product and identified any visual or functional defects to be prioritized into future product enhancements. Results • AskMD launched in 2014•&nbsp;AskMD recognized by Apple • Improved partnership integration&nbsp;• Design and brand voice established Apple Keynote Recognition - October, 2014<img width="4064" height="2384" width_o="4064" height_o="2384" data-src="https://freight.cargo.site/t/original/i/2d1a0a802026db8e9ced720a5acda96d352b77c8c28d7f7a3d4cb1554d448d96/Screen-Shot-2018-08-26-at-1.30.48-PM.png" data-mid="22979664" border="0" src="https://freight.cargo.site/w/1000/i/2d1a0a802026db8e9ced720a5acda96d352b77c8c28d7f7a3d4cb1554d448d96/Screen-Shot-2018-08-26-at-1.30.48-PM.png" /> https://andrewpaynecreative.com/Sharecare-App Wed, 03 Jun 2015 19:29:10 +0000 andrewpaynecreative https://andrewpaynecreative.com/Sharecare-App Driving behavior through gamification Sharecare • Sharecare App for iOS&nbsp;Gamification &amp; Platform Development View App Prototype ︎ Role: Design Director <img width="3106" height="1924" width_o="3106" height_o="1924" data-src="https://freight.cargo.site/t/original/i/d07342bb963bc62f9544c7afa37a86002321fe7f257a3497da51ef67aff22749/SharecareApp.jpg" data-mid="22980734" border="0" src="https://freight.cargo.site/w/1000/i/d07342bb963bc62f9544c7afa37a86002321fe7f257a3497da51ef67aff22749/SharecareApp.jpg" /> Opportunity • Increase daily active users • Increase strategic partnerships• Increase customer engagement • Clarify core value proposition • Capitalize on wearables Contraints • Lengthy onboarding• Complex product differentiator • Apple Watch integration• Third-party tracking integration • Shift in strategic focus* Process Seizing the Opportunity Full Product Team Sharecare wanted to capitalize upon the growing array of health and wellness wearables with an app focused on daily engagement and deep user insight. &nbsp; With the recent completion of the Transform You fitness program, it saw an opportunity to develop a platform designed to help users grow younger through healthy behavior modification. Product Brainstorming VP of Product + UX Architect + UX Design Team brainstorms focused on the user journey and yielded targeted daily interaction points to develop healthy routines. Reward animations and badging would incentivize positive behavior change, integrated trackers would show progress and community support would enusre success.&nbsp; Team Brainstorming <img width="3264" height="2448" width_o="3264" height_o="2448" data-src="https://freight.cargo.site/t/original/i/ed90e896e0fd07dffaebaf1d44831a63456758a3f6be1c51d3533951da2793da/IMG_6970.jpg" data-mid="22984319" border="0" src="https://freight.cargo.site/w/1000/i/ed90e896e0fd07dffaebaf1d44831a63456758a3f6be1c51d3533951da2793da/IMG_6970.jpg" /> Design ProcessVP of Product + UX Architext + UX Design Design engaged to strategically extend the Sharecare visual language from AskMD beyond a “medical” approach to a “lifestyle” vocabulary.&nbsp; It was important for the user to focus on the journey and feel inspired each day. This meant a refreshed color pallete, modular content design for scaleability, and the use of strategic gradients to provide balance. <img width="640" height="1136" width_o="640" height_o="1136" data-src="https://freight.cargo.site/t/original/i/ffdc030dd0f96f8726654d2386ca3198b7994938c70bc5a61d6390ef7fe63078/IMG_5215.jpg" data-mid="22983291" border="0" src="https://freight.cargo.site/w/640/i/ffdc030dd0f96f8726654d2386ca3198b7994938c70bc5a61d6390ef7fe63078/IMG_5215.jpg" /> <img width="640" height="1136" width_o="640" height_o="1136" data-src="https://freight.cargo.site/t/original/i/6368d1b40854ea2818eb5dc231e8d103f1c53a8f7e1e9d6ea99f0c7558a0b146/IMG_5210.jpg" data-mid="22983280" border="0" src="https://freight.cargo.site/w/640/i/6368d1b40854ea2818eb5dc231e8d103f1c53a8f7e1e9d6ea99f0c7558a0b146/IMG_5210.jpg" /> <img width="640" height="1136" width_o="640" height_o="1136" data-src="https://freight.cargo.site/t/original/i/dea46d46201e14f2b7d91dcd60a58a6d516999997ea3c268c9ee82fcb4b4f2e0/IMG_5212.jpg" data-mid="22983287" border="0" src="https://freight.cargo.site/w/640/i/dea46d46201e14f2b7d91dcd60a58a6d516999997ea3c268c9ee82fcb4b4f2e0/IMG_5212.jpg" /> Secondary designs focused on visualizing functionality and expanding the lifestyle and community aspects of the app. <img width="640" height="4127" width_o="640" height_o="4127" data-src="https://freight.cargo.site/t/original/i/b6e5956562aad59cf99601dd1ddd524c492916e2291599210f56a1bab3e2ffb4/10_Home_Page_4_Image_0001.jpg" data-mid="22981347" border="0" src="https://freight.cargo.site/w/640/i/b6e5956562aad59cf99601dd1ddd524c492916e2291599210f56a1bab3e2ffb4/10_Home_Page_4_Image_0001.jpg" /> <img width="640" height="1797" width_o="640" height_o="1797" data-src="https://freight.cargo.site/t/original/i/6504ebc082a69265c474c981d7e7f3a7b6d34535023464a844dbd6c714d0c9a4/10_SCMobile_Registration_0015_RealAgeScore_Older.jpg" data-mid="22984726" border="0" src="https://freight.cargo.site/w/640/i/6504ebc082a69265c474c981d7e7f3a7b6d34535023464a844dbd6c714d0c9a4/10_SCMobile_Registration_0015_RealAgeScore_Older.jpg" /> <img width="640" height="1799" width_o="640" height_o="1799" data-src="https://freight.cargo.site/t/original/i/5994429af855d024394b9f73a2eb4fdae79a7d6e20bb7a39878af736374fd15e/10_SCMobile_Registration_0012_ActionPlans_ValueEntered.jpg" data-mid="22981380" border="0" src="https://freight.cargo.site/w/640/i/5994429af855d024394b9f73a2eb4fdae79a7d6e20bb7a39878af736374fd15e/10_SCMobile_Registration_0012_ActionPlans_ValueEntered.jpg" /> <img width="640" height="1264" width_o="640" height_o="1264" data-src="https://freight.cargo.site/t/original/i/4799735dfece1f6d4fbfd8308d2c60920700948f72ea1145174449019b422003/10_SCMobile_Registration_0001_MoreQuestions.jpg" data-mid="22981412" border="0" src="https://freight.cargo.site/w/640/i/4799735dfece1f6d4fbfd8308d2c60920700948f72ea1145174449019b422003/10_SCMobile_Registration_0001_MoreQuestions.jpg" /> <img width="640" height="1136" width_o="640" height_o="1136" data-src="https://freight.cargo.site/t/original/i/d0926b18c9112af137901c99f113374334ae6f583de2f038512164d16ade6ae3/10_SCMobile_Registration_0009_Questionnaire_Branching_Confirm.jpg" data-mid="22981415" border="0" src="https://freight.cargo.site/w/640/i/d0926b18c9112af137901c99f113374334ae6f583de2f038512164d16ade6ae3/10_SCMobile_Registration_0009_Questionnaire_Branching_Confirm.jpg" /> <img width="640" height="2148" width_o="640" height_o="2148" data-src="https://freight.cargo.site/t/original/i/1e3e22699e6a2f7590824ca9e2a72c9d1b6ae283aff318c6d53cb9fc93f40a54/Teams_Comment_W_Photo.jpg" data-mid="22981454" border="0" src="https://freight.cargo.site/w/640/i/1e3e22699e6a2f7590824ca9e2a72c9d1b6ae283aff318c6d53cb9fc93f40a54/Teams_Comment_W_Photo.jpg" /> <img width="640" height="1136" width_o="640" height_o="1136" data-src="https://freight.cargo.site/t/original/i/b409df02c83f07e6117f080c24b00e8f12dac3fa8b4d30913882ee0b7bf75c69/10_SCMobile_Registration_0008_BadgeEarned.jpg" data-mid="22984795" border="0" src="https://freight.cargo.site/w/640/i/b409df02c83f07e6117f080c24b00e8f12dac3fa8b4d30913882ee0b7bf75c69/10_SCMobile_Registration_0008_BadgeEarned.jpg" /> *Strategic Refocus Mid-product development, Sharecare brought on new executive leadership, acquired a voice-stress product and shifted strategic focus from “Living Your Healthiest Life” to “Living in the Green.” Though extensive work had been done to prepare the Sharecare App for a summer 2015 launch, all work was paused to accommodate new leadership priorities, feature integration and brand direciton. The resultant product release happened past my tenior at Sharecare and can be downloaded from the AppStore here. https://andrewpaynecreative.com/Cricket-Wireless Wed, 08 Aug 2018 18:30:48 +0000 andrewpaynecreative https://andrewpaynecreative.com/Cricket-Wireless Optimizing account management Cricket Wireless • My Account Mobile Optimization &amp; Consistency View Desktop Prototype ︎ Role: Senior UX Designer <img width="3106" height="1924" width_o="3106" height_o="1924" data-src="https://freight.cargo.site/t/original/i/95f8f3ff793cb409d249f62bf9b5a836438efbc096f1826980ad5daf9089dda1/0004_Cricket_AccountSummary.jpg" data-mid="22943080" border="0" data-scale="100" src="https://freight.cargo.site/w/1000/i/95f8f3ff793cb409d249f62bf9b5a836438efbc096f1826980ad5daf9089dda1/0004_Cricket_AccountSummary.jpg" /> <img width="3106" height="1924" width_o="3106" height_o="1924" data-src="https://freight.cargo.site/t/original/i/4d2fd35cfa16c473a8be2c9f6209da42d4da30153b8e33ba846a8ca9b594062b/0005_Cricket_Payments.jpg" data-mid="22943131" border="0" src="https://freight.cargo.site/w/1000/i/4d2fd35cfa16c473a8be2c9f6209da42d4da30153b8e33ba846a8ca9b594062b/0005_Cricket_Payments.jpg" /> <img width="3106" height="1924" width_o="3106" height_o="1924" data-src="https://freight.cargo.site/t/original/i/3ccbb13935b9031894d06a77f01b0ee3e92b8650688baf06b42c21890e319c25/0006_Cricket_Plans-Services.jpg" data-mid="22943179" border="0" src="https://freight.cargo.site/w/1000/i/3ccbb13935b9031894d06a77f01b0ee3e92b8650688baf06b42c21890e319c25/0006_Cricket_Plans-Services.jpg" /> <img width="3106" height="1924" width_o="3106" height_o="1924" data-src="https://freight.cargo.site/t/original/i/042ba2bafd87fc9ff9317f1573830524b8534e58b63d3806c762472ca5c26167/0007_Cricket_Usage.jpg" data-mid="22943273" border="0" src="https://freight.cargo.site/w/1000/i/042ba2bafd87fc9ff9317f1573830524b8534e58b63d3806c762472ca5c26167/0007_Cricket_Usage.jpg" /> <img width="3106" height="1924" width_o="3106" height_o="1924" data-src="https://freight.cargo.site/t/original/i/c9082d207c58cc1d482ea8ce40dfed6ea69a50f064a41d6a53c30f5384a167fe/0008_Cricket_BillingHistory.jpg" data-mid="22943336" border="0" src="https://freight.cargo.site/w/1000/i/c9082d207c58cc1d482ea8ce40dfed6ea69a50f064a41d6a53c30f5384a167fe/0008_Cricket_BillingHistory.jpg" /> <img width="3106" height="1924" width_o="3106" height_o="1924" data-src="https://freight.cargo.site/t/original/i/e2afd80eb686fb928839d818ca3ec0be520ec078763c826a7c5e65bcf9406f69/0009_Cricket_Settings.jpg" data-mid="22943407" border="0" src="https://freight.cargo.site/w/1000/i/e2afd80eb686fb928839d818ca3ec0be520ec078763c826a7c5e65bcf9406f69/0009_Cricket_Settings.jpg" /> Opportunity • Drive Self-Service • Reduce calls to Customer Support• Increase Customer Retention • Optimize Design Contraints • Recent site merger &amp; redesign• Inconsistent design across site • Mobile optimization needed• Cricket’s first Agile implementation Process Ready for Mobile Optimization As part of the recent merger with AIO Wireless, Cricket recently completed an extensive brand redesign. Next on the product roadmap was the mobile optimization of the authenticated user experience to enable customers to service their accounts from any device. Extensive work and user testing had already been completed on mobile optimized wireframes, all that was needed was to dig in and design!&nbsp; Cricket Wireless 1.0 <img width="1024" height="1556" width_o="1024" height_o="1556" data-src="https://freight.cargo.site/t/original/i/fd8ebc49b6ee1148e85c9b1463328ee78a3aab8dc1defd62b10148f6be3b187c/201.1_MyAccount_Overview_050214.jpg" data-mid="22943808" border="0" data-scale="91" src="https://freight.cargo.site/w/1000/i/fd8ebc49b6ee1148e85c9b1463328ee78a3aab8dc1defd62b10148f6be3b187c/201.1_MyAccount_Overview_050214.jpg" /> Design Process Cricket’s new mobile optimized product needed to take advantage of patterns established in the recent redesign efforts and reduce inconsistencies across all digital touch points. &nbsp; Design choices needed to emphasize the user’s ability to make payments, sign up for auto pay to reduce churn, and clarify data usage - three primary business objectives. Aligning with wireframe guidance, design kicked off implementing new visual patterns on mobile, first! &nbsp; New Visual Patterns <img width="2919" height="1865" width_o="2919" height_o="1865" data-src="https://freight.cargo.site/t/original/i/04ab4732da3e686f5bc5c7c5ca701966659c7aca4d637d6ca70881a588aae388/MyAccount_StyleTile.jpg" data-mid="22967171" border="0" src="https://freight.cargo.site/w/1000/i/04ab4732da3e686f5bc5c7c5ca701966659c7aca4d637d6ca70881a588aae388/MyAccount_StyleTile.jpg" />My Account for Mobile with Applied Patterns &nbsp;&nbsp; <img width="320" height="1865" width_o="320" height_o="1865" data-src="https://freight.cargo.site/t/original/i/060ccfc627a53234a6d0f157e04725d23438710809e17c7ebae112b77031517f/320_MyAccount_0001_Overview_BYOD.jpg" data-mid="22944025" border="0" src="https://freight.cargo.site/w/320/i/060ccfc627a53234a6d0f157e04725d23438710809e17c7ebae112b77031517f/320_MyAccount_0001_Overview_BYOD.jpg" /> <img width="320" height="1577" width_o="320" height_o="1577" data-src="https://freight.cargo.site/t/original/i/5fdc3738c0bc9cd5e8ad6496ad16031cdb9645e83795d79c3f67b15b763f661b/320_MyAccount_0000_Payments_Landing_1.jpg" data-mid="22944639" border="0" src="https://freight.cargo.site/w/320/i/5fdc3738c0bc9cd5e8ad6496ad16031cdb9645e83795d79c3f67b15b763f661b/320_MyAccount_0000_Payments_Landing_1.jpg" /> Desktop versions were developed once designs were streamlined for mobile. Layouts were adjusted to accommodate for responsive breakpoints. My Account for Desktop <img width="1024" height="1613" width_o="1024" height_o="1613" data-src="https://freight.cargo.site/t/original/i/be245bfde0243d554de9736021e7d25f35d5442ef5436fe8610bdf8e0cfbc8ad/1024_MyAccount_0000_Overview_SingleLine.jpg" data-mid="22944180" border="0" src="https://freight.cargo.site/w/1000/i/be245bfde0243d554de9736021e7d25f35d5442ef5436fe8610bdf8e0cfbc8ad/1024_MyAccount_0000_Overview_SingleLine.jpg" /> <img width="1024" height="1451" width_o="1024" height_o="1451" data-src="https://freight.cargo.site/t/original/i/55eec687921117bc1f6d14ffb99347ff947c75edd06f447bb774b609025120b2/1024_MyAccount_0000_Payments_Landing_1.jpg" data-mid="22944632" border="0" src="https://freight.cargo.site/w/1000/i/55eec687921117bc1f6d14ffb99347ff947c75edd06f447bb774b609025120b2/1024_MyAccount_0000_Payments_Landing_1.jpg" /> Utilizing the Agile Methodology, designs were handed off in batches to be developed in sprints. Design validation was executed through numerous UAT sessions and prioritized against product functionality and development resourcing. Deliverables during this time ranged from updated comps to redline documentation as needed. Development UI Guidance <img width="1600" height="1900" width_o="1600" height_o="1900" data-src="https://freight.cargo.site/t/original/i/7fed554c2050bac607711e60b7f3f87c79f07eeee05b600a9d30804b44451504/Desktop_AccountSummary.jpg" data-mid="22944834" border="0" src="https://freight.cargo.site/w/1000/i/7fed554c2050bac607711e60b7f3f87c79f07eeee05b600a9d30804b44451504/Desktop_AccountSummary.jpg" /> Mobile Optimization launched successfully in the summer of 2016. Performance Research After the successful launch, user testing and feedback began to track performance and identify areas for improvement. JITRs, surveys, and customer calls were utilized to identify ongoing opportunities. Ongoing Optimization The team has been actively coordinating with the business to evolve the mobile optimized experience and then test with Cricket’s Usability teams. Design has been focused on optimizing layout and scan-ability, reducing inconsistencies in patterns across platforms and driving towards the implementation of the Cricket Pattern Library to improve efficiency. Notable design optimizations include: • Page header size optimization • Base vertical padding optimization • Reduced Global Pattern Inconsistency • Legal Text Optimization • Improved Brand Asset Integration Recent My Account Design Optimization <img width="1024" height="1409" width_o="1024" height_o="1409" data-src="https://freight.cargo.site/t/original/i/51f7a0a2a312b4ab63b45de96dfd9e0d3a48a18219bce7e868077ef8a8308073/DT_0000_AccountSummary_OFF.jpg" data-mid="22945128" border="0" src="https://freight.cargo.site/w/1000/i/51f7a0a2a312b4ab63b45de96dfd9e0d3a48a18219bce7e868077ef8a8308073/DT_0000_AccountSummary_OFF.jpg" /> Results • Optimization launched in Q2, 2016• Design refresh launched Q3, 2017• Customer calls reduced 44% • Digital Churn at 48% less than stores What’s Next • Personalization &amp; Modular Design • Increased Consistency • A/B Testing• Pattern library integration https://andrewpaynecreative.com/Cricket-Xtras Mon, 20 Aug 2018 18:42:42 +0000 andrewpaynecreative https://andrewpaynecreative.com/Cricket-Xtras Building customer loyalty Cricket Wireless • Cricket Xtras User-Centered Design &amp; Phased Product Development View Desktop Prototype ︎ Role: Senior UX Designer <img width="3106" height="1924" width_o="3106" height_o="1924" data-src="https://freight.cargo.site/t/original/i/b59f33098f878e8a0b6835f16df09cb153bd750cabb607c3550556247b2a28e9/CricketXtras_Phase1.jpg" data-mid="22933422" border="0" data-scale="100" src="https://freight.cargo.site/w/1000/i/b59f33098f878e8a0b6835f16df09cb153bd750cabb607c3550556247b2a28e9/CricketXtras_Phase1.jpg" /> <img width="3106" height="1924" width_o="3106" height_o="1924" data-src="https://freight.cargo.site/t/original/i/24bbe4d4e4d96bafa0d9132ab4d90eebc1aa95bd2e9645d07f9abdf8e4edd38e/CricketXtras_ReferAFriend.jpg" data-mid="22933424" border="0" src="https://freight.cargo.site/w/1000/i/24bbe4d4e4d96bafa0d9132ab4d90eebc1aa95bd2e9645d07f9abdf8e4edd38e/CricketXtras_ReferAFriend.jpg" /> Opportunity • Increase customer referrals • Increase retention with promotions• Link existing areas of the business• Optimize design Contraints • Sunsetting rewards program• Limited promotional support • Disconnected areas of the business• Limited development support Process Product BrainstormingProduct Owner + UX Architect + Content Strategist + UX Design User-centered design brainstorming detailed the customer journey, built empathy and prioritized feature needs. It was also the most accessible point to weave together product ideas and business objectives to solve customer needs. Design Concepting Product Owner + UX Design Blue sky thinking and advancing design styles with the product owner helped materialize a common vision. Note: Due to confidentiality, concept examples cannot be displayed at this time. Education &nbsp;+ Business Integration + Phase Definition Product Owner + UX Architect + UX Design It was time to further break concepts down into phased business objectives. Developing visuals helped sell the idea and sequencing to other business units - enabling them understand product integration, development requirements, and estimated costs. &nbsp; <img width="3106" height="1924" width_o="3106" height_o="1924" data-src="https://freight.cargo.site/t/original/i/82fe21714cf9408d610585ab09379d36988a83e9e8a6a5d64376684eee4549be/PhasedIntegration_Confidential.jpg" data-mid="22964992" border="0" src="https://freight.cargo.site/w/1000/i/82fe21714cf9408d610585ab09379d36988a83e9e8a6a5d64376684eee4549be/PhasedIntegration_Confidential.jpg" /> Formal Product Definition + Business Requirements = Kick-Off Product Owner + UX Architect + Business Analyst + Development The product owner and UXA met with our Business Analyst and Development teams to identify functional business requirements and any API limitations. User stories were written and vetted across impacted teams. Wire-framing + Design Process UX Architect + Content Strategist + UX Design Wireframes were developed by the UXA. After a series of reviews with the design team and development, they were handed off to UX Design to translate into high-fidelity composites, integrating visual language with Content Strategy. Multiple design teams, representing their individual platform needs, collaborated to create design unity across all customer touch points.&nbsp; Refer A Friend Ideation for Mobile &nbsp;&nbsp; <img width="320" height="824" width_o="320" height_o="824" data-src="https://freight.cargo.site/t/original/i/71039bf89744570a99abb6311fdc3b7333cd8a56b0b4c9eaa2fa12378b77853f/M_002_SmileCenter_NoReferralCredit.jpg" data-mid="22932943" border="0" src="https://freight.cargo.site/w/320/i/71039bf89744570a99abb6311fdc3b7333cd8a56b0b4c9eaa2fa12378b77853f/M_002_SmileCenter_NoReferralCredit.jpg" /> <img width="320" height="728" width_o="320" height_o="728" data-src="https://freight.cargo.site/t/original/i/4949693215631befad8b16f2c052f754cc06fd54a9fa29fc14fb8b94407c733d/M_0003_SmileCenter_Status_ActiveReferrals.jpg" data-mid="22932927" border="0" src="https://freight.cargo.site/w/320/i/4949693215631befad8b16f2c052f754cc06fd54a9fa29fc14fb8b94407c733d/M_0003_SmileCenter_Status_ActiveReferrals.jpg" /> <img width="320" height="910" width_o="320" height_o="910" data-src="https://freight.cargo.site/t/original/i/45b27b9bebd27fc8d756e668ef4789109981269fb155ca2ebbecd0d9f2aa5cc5/M_0004_SmileCenter_Status_ReferralExpand.jpg" data-mid="22932839" border="0" src="https://freight.cargo.site/w/320/i/45b27b9bebd27fc8d756e668ef4789109981269fb155ca2ebbecd0d9f2aa5cc5/M_0004_SmileCenter_Status_ReferralExpand.jpg" /> Refer A Friend’s desktop version was developed once design was streamlined for mobile. Layouts were adjusted to accommodate responsive design grids. Refer A Friend for Desktop <img width="1024" height="902" width_o="1024" height_o="902" data-src="https://freight.cargo.site/t/original/i/914f53616411dfb69d354d20e5641cc2b87cf33be35b8794a250a18acdc14ef2/DT_SmileCenter_Status_ActiveReferrals.jpg" data-mid="22933091" border="0" src="https://freight.cargo.site/w/1000/i/914f53616411dfb69d354d20e5641cc2b87cf33be35b8794a250a18acdc14ef2/DT_SmileCenter_Status_ActiveReferrals.jpg" /> Moving onto Cricket Xtras, the team was ready to focus on how to create a scaleable design system.&nbsp; Cricket Xtras Ideation for Mobile <img width="320" height="1186" width_o="320" height_o="1186" data-src="https://freight.cargo.site/t/original/i/e65507d3ad025863af16cb64aebce240a3ab083ebe440150728da306eb9b9113/M_0000_SmileCenter.jpg" data-mid="22933906" border="0" src="https://freight.cargo.site/w/320/i/e65507d3ad025863af16cb64aebce240a3ab083ebe440150728da306eb9b9113/M_0000_SmileCenter.jpg" /> <img width="320" height="965" width_o="320" height_o="965" data-src="https://freight.cargo.site/t/original/i/cec54d6e7a9040a21739e63500630113ace67b31123a1ec643b54a9f8821c25d/M_0002_SmileCenter.jpg" data-mid="22933907" border="0" src="https://freight.cargo.site/w/320/i/cec54d6e7a9040a21739e63500630113ace67b31123a1ec643b54a9f8821c25d/M_0002_SmileCenter.jpg" /> Cricket Xtras for Desktopwas developed once designs were streamlined for mobile. Layouts were adjusted to accommodate responsive design grids. Cricket Xtras for Desktop <img width="1024" height="756" width_o="1024" height_o="756" data-src="https://freight.cargo.site/t/original/i/8cec22024935ce5833a2d2eb710700cf71157e44ad91786d99dd9823a0dc052a/DT_SmileCenter.jpg" data-mid="22933905" border="0" src="https://freight.cargo.site/w/1000/i/8cec22024935ce5833a2d2eb710700cf71157e44ad91786d99dd9823a0dc052a/DT_SmileCenter.jpg" /> Semi-Agile Development &amp; UAT Product Owner + UX Architect + UX Design + Content Strategy Final designs were reviewed with key stakeholders for usability, legal, and development approvals. Additional deliverables were sent to training and communications units. Development began sprint cycles and held regularly scheduled demos to review work progress and identify any changes needed. Once development efforts neared completion, Design validation occurred through numerous UAT sessions. Findings were prioritized against product functionality and development resourcing. &nbsp;Deliverables during this time ranged from updated comps to redline documentation as needed. Launch Product Owner + UX Architect + Content Strategist + UX Design Design, along with other product team members, validated the final product on the live site and identified any visual or functional defects to be prioritized into future product enhancements. Results • Cricket Xtras launched in June 2018• Refer A Friend Platform developed • Semi-personalized promos lauched • Improved business unit connectivity What’s Next • Product visibility optimized• Increased personalization• Increased functionality• Pattern library integration