Virtual Design Wall: UX for the Product Team

What is a Virtual  Design Wall?

A virtual design wall is basically a UX intranet site where your product/project team can view all the UX deliverables. It can be as simple or complex as needed by the product owner and stakeholders.

My virtual design wall process evolved over four years. When I started working on the American Airline’s self-service kiosk (as a UX team of one), I suddenly found myself overwhelmed with the sheer volume of requests from my immediate and extended product team. The only reasonable way to deal with it was to make all my deliverables available on a UX intranet. It works so well that I’ve included that in my process since. read more

The “In a Perfect World” UX Mission Statement

It’s easy to lose sight of the big picture when you’re wading through user research. The pain points, user personas, survey data, etc… can be shouting so loudly that you forget the point of it all. So I invented the “In A Perfect World” statement to bring it all home in my user research presentations. read more

UPS Customer Service Channels: A CX Failure

I’ve already covered this experience as a customer but now it’s time for me to step back and look at the situation as a user experience and usability professional. I’m usually on the user research and interaction design side of SAAS but the enterprise-level, systemic failure across all UPS customer service channels could not be ignored in this incident. read more

Want to Make a Real Difference? UX Scout Is Where It’s At!

I don’t know about you but I’m completely over arguing with developers about correctly implementing the company’s branding. This is coming from someone who used to be a creative director and responsible for creating and enforcing the company’s brand standards. Don’t get me wrong, those arguments still need to happen. I just don’t want to be the one having them anymore. read more