Child welfare social workers face numerous challenges everyday - they juggle visiting families, coordinating services/programs for those families, attending court hearings, and documenting their work to meet regulations. Balancing the needs of users with the needs of government agency stakeholders has been key to understanding how to prioritize the design and development of Casebook, an enterprise web-based case management app from Case Commons used by over 2,000 social workers and other staff across the state of Indiana. I helped plan and conduct field research, usability testing, and workshops to identify those user needs, product improvements, and new product opportunities.
I worked with a small team at Case Commons to organize a 3-day training session with accessibility consultants from Knowbility for our 40+ developers, designers, and product managers. We also planned a one-day ra11y where teams competed for prizes and applied new techniques to improve accessibility within Casebook. The teams improved over a dozen global patterns and identified over two dozen new bugs that were prioritized and addressed after the ra11y.
In an effort to grow its digital business, Scholastic Book Clubs aimed to expand the selection of products available to teachers, parents, and students. I worked with the product team to redesign the user experience of the Book Clubs site and customer loyalty program. We analyzed site traffic, shopping trends among parents, surveys, and focus group feedback to recommend improvements for existing products and new features. The new design increased conversion rates, cart size, and customer satisfaction.
To stay competitive in the books market, Barnes & Noble launched several ebook and digital initiatives in 2009. I helped design and launch the original NOOK digital ecosystem, integrating the NOOK reading device, mobile, and desktop experiences - this included apps for PC, Mac, iPhone/iPod Touch, iPad, and Blackberry. I also contributed to designing and developing an instant purchase process, a digital library for managing all your ebooks, and a patented digital content lending system.
I worked with designers, developers, and customer service reps to streamline the ordering process from multiple HTML pages to a single-page checkout. We integrated contextual help menus and in-page access to stored payment and addresses for more efficient transactions. This redesign led to increased conversion rates and a decrease in checkout issues reported to our customer service center.
I gathered and analyzed research to identify best practices and recommend opportunities to increase conversion with user generated content. My design team reviewed interaction and interface designs from a third-party consultant, including profile pages, reviews, ratings, customized product lists, and activity feeds. I worked with in-house designers, developers, and QA to implement the project.