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Having empathy for users spurs the curiosity to understand how people think.This opens up the possibilities for more ideas to flow and solve a problem space. Gaining empathy about your users closes the gap between the physical system and the goal of the user. Without it. Your just shooting from the hip.

Okay, so you built a website…now what? A lot of people who build a website say if “I build it they will come.” Unfortunately, this statement is totally false unless you’re a celebrity or an individual with a large following. And I can guarantee that the vast majority of the population is neither of these things.

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I create user experiences that are MVP (minimum viable products) to increase conversion and lessen page abandonment. This results in a rich and engaging user experience that is aesthetically intuitive and enhances brand loyalty.

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Optimization Recomendations Optimization Recomendations Optimization Recomendations

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By williamD

On 17, Oct 2016 | No Comments | In | By williamD

Optimization Recomendations

Optimization Road Map

The optimization road map outlines the necessary changes to help improve conversion and usability. These recommended changes were part of a 50/50 A/B split test to help push the user through the purchasing funnel.
 
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Process Flows Process Flows Process Flows Process Flows Process Flows

On 16, Oct 2016 | No Comments | In | By williamD

Process Flows

Process Flow

Process flows outline the users journey and highlight possible pain points the user might experience. They also reveal functional requirements that might not have been mentioned in the discovery phase.

Below are a collection of process flows from various projects.
 
UHC Shopping Process
 
UHC Plan Finder
 
Shopping/Plan Wizard
 
POS Application
 
Decision Points
 
Non-profit Shopping Flow

User testing recomendations for conversion drop off User testing recomendations for conversion drop off User testing recomendations for conversion drop off User testing recomendations for conversion drop off User testing recomendations for conversion drop off

By williamD

On 10, Aug 2016 | In | By williamD

User testing recomendations for conversion drop off

Current status

Observing a high drop off rate when users landed on the browse plans page in the list view. Only 27.45% of the users are are staying on the the browse page then exit.

Area of focus

  •  The Favorite/Compare Tool

Test Objective: Is the compare functionality being overlooked? Could this be one of the reasons for the drop off rate on the plan listing page?

  • The “Get This Plan” flow

Test Objective: Solicit feedback from the user on research habits. Find pain points before they journey to the create account page.
 
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In The Wild Usability Study In The Wild Usability Study In The Wild Usability Study In The Wild Usability Study In The Wild Usability Study In The Wild Usability Study In The Wild Usability Study In The Wild Usability Study

By williamD

On 03, Aug 2015 | In | By williamD

In The Wild Usability Study

In-person interviews were used to gather data through participant observations as the user interacted with the sonicelectronix.com website. This provided context for site improvements and unveiled consumer pain points as they journey through the purchasing funnel.

There were two parts to this study.

1. Participants filled out an online survey via Google Forms using an iPad. To qualify for the survey participants had to have bought audio products online.

2. Each participant was given three task to perform within a 60 minute period. Each task focused on different scenarios.

Quicktime was used for screen recordings to capture the users journey through the task while recording their thought process along the way.

The study concluded after a clear repetition started to appear from the users. The qualitative data was collected and mapped by tasks after reviewing my notes and video recordings of each user. After review, I documented the suggested website improvements that helped increase conversion.
 
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Use case diagrams, scenario & task analysis Use case diagrams, scenario & task analysis Use case diagrams, scenario & task analysis Use case diagrams, scenario & task analysis Use case diagrams, scenario & task analysis

By williamD

On 01, Aug 2015 | In | By williamD

Use case diagrams, scenario & task analysis

For every user journey there is a story. Here are some user stories and task analysis diagrams for the return policy functionality for Sonic Electronix.com.

Conversion is NOT about making a sale all the time. It’s about the online relationship an online retailor has with its customers. That’s why returning an item is just as important as buying one. Making it easy to return merchandise sets a positive tone with the customer and repeat business.

Return Policy (Pending user flow)

Scenario 1

Jim is having a problem with his head unit. He’s had the head unit for awhile and had it professionally installed. Jim recently noticed that the display wasn’t lighting up. Jim visits Sonicelectronix.com and views the return policy. He’s past the 60-day money back guarantee.

Return Policy (Approved user flow)

Scenario 1

Jim is having a problem with his head unit. There doesn’t seem to be any outside damage to the unit. He had it professionally installed. The installer noticed that the display wasn’t lighting up. Jim visits Sonicelectronix.com and views the return policy. He’s within the 60-day money back guarantee.