Joseph’s UX Portfolio Joseph Lin 06 March 2019
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Joseph’sUX PortfolioJoseph Lin06 March 2019
Joseph Lin
UX designer with 5+ years of experience conducting UX research, creating mockups, prototypes, and wireframes. I follow Human Centered Design (HCD) approach for problem solving related to user experience and user-centric design.
M.S. Human Factors / HCI
Outline1. What was the project?
- Product - User - Problem
2. What was my design process? - User Research - Ideation - Design
3. What kinds of challenges did I deal with?
3
Project IntroductionYellow Pages (YP)
• Phone book & digital marketing solutions • Salesforce CRM system
Content Collection Form • Contains all the information that client purchased • Design team work on the order based on it
Team Members • Product Manager / Sales Rep / Systems Analyst
Mainly Design Tool • Axure • Balsamiq
4
What are the problems?
REG 156 (REV. 9/2013) WWW
APPLICATION FOR REPLACEMENT PLATES, STICKERS, DOCUMENTS
Complete all sections of this form and submit to any DMV office or mail to: DMV, P.O. Box 942869, Sacramento, CA 94269-0001
NOTE: There is a fee to replace most items.
For current fee information, see www.dmv.ca.gov, or call 1-800-777-0133.
DMV USE ONLYDL/ID/OL NUMBER
CA
O/S
DL/ID NUMBER (IF PRIOR RDF) CA
O/S
NUMBER OF PLATES SURRENDERED TECHS INITIALS
OFFICE DATE ID #
VEHICLE LICENSE PLATE/CF NUMBER MAKE VEHICLE ID NUMBER/HULL ID NUMBER
DISABLED PERSON (DP) PLACARD NUMBER BIRTH DATE, IF DP PLACARD ENGINE NUMBER (MOTORCYCLES ONLY)
SECTION A: REGISTERED OWNER OF RECORD (Please Print)TRUE FULL NAME (LAST, FIRST, MIDDLE) OR BUSINESS NAME DRIVER LICENSE/ID CARD NUMBER
CO-OWNER TRUE FULL NAME (LAST, FIRST, MIDDLE) DRIVER LICENSE/ID CARD NUMBER
PHYSICAL RESIDENCE OR BUSINESS ADDRESS (INCLUDE ST., AVE., RD., CT., ETC.) APT./SPACE/STE. # CITY STATE ZIP CODE
COUNTY OF RESIDENCE OR COUNTY WHERE VEHICLE/VESSEL IS PRIMARILY GARAGED
MAILING ADDRESS (IF DIFFERENT FROM PHYSICAL ABOVE) APT./SPACE/STE. # CITY STATE ZIP CODE
SECTION B: PLATES, STICKERS, DOCUMENTS REQUEST — I am requesting replacement of (Check appropriate box(es)):
NOTE: For replacement of missing License Plate, License Sticker, or DP Placard, if the original item is later located or received, the original item is no longer valid and must be destroyed or returned to DMV.
License Plates Vessel (Boat) Year Sticker Disabled Person (DP) Placard CVRA Weight Decal Registration Card Vessel Certificate of Number Disabled Person (DP) ID Card CVRA Year Sticker Year Month Sticker Vessel Mussel Sticker Planned Non-Operation (PNO) Card Trailer or OHV ID Card
SECTION C: PLATES, STICKERS, DOCUMENTS INFORMATION — The item requested was (Check appropriate box(es)):
Lost Stolen Destroyed/Mutilated (remnants/remains of the plate(s) must be surrendered to DMV)
Not Received from DMV (Allow 30 days from issue date before reapplying) Not Received from Prior Owner
Surrendered to DMV Number of plates surrendered One Two
Special Plates (Personalized [ELP], Disabled Person [DP], Disabled Veteran [DV]) were Retained by Owner
Requesting Registration Card with Current Address
Per CVC §4467 – Copy of a police report, court documentation, or other law enforcement documentation required.
Other – Explain:
SECTION D: MISSING LICENSE PLATE APPLICATIONS
If your address is different from that which appears in the records of the department, you must appear in person at a Department of Motor Vehicles office and bring an original or facsimile copy of proof of ownership (e. g., Certificate of Title, or Registration Card, or Registration Renewal Notice), and your Driver License or Identification Card. If the license plate(s) were stolen, a copy of a police report identifying the plate(s) as stolen is required. If license plates have been replaced within the last 90 days, a CHP verification is required.
Check appropriate box: One license plate missing (automobiles/two-plate commercial vehicles/pick-ups only). The remaining plate must be surrendered to DMV. Two license plates are missing or one license plate is missing for a single-plate commercial truck tractor, motorcycle, or trailer. The registered
owner must immediately notify a law enforcement agency (e.g., police or sheriff’s dept., CHP, etc.).
SECTION E: CERTIFICATION
The registered owner mailing address is valid, existing, and an accurate mailing address. I consent to receive service of process at this mailing address pursuant to CVC §1808.21, Code of Civil Procedure §§415.21(b), 415.30(a), and 416.90. I certify (or declare) under penalty of perjury under the laws of the State of California that the foregoing is true and correct.PRINT TRUE FULL NAME TITLE IF SIGNING FOR COMPANY DAYTIME TELEPHONE NUMBER
( )SIGNATURE OF REGISTERED OWNER
XDATE
A Public Service Agency
7
REG 156 (REV. 9/2013) WWW
APPLICATION FOR REPLACEMENT PLATES, STICKERS, DOCUMENTS
Complete all sections of this form and submit to any DMV office or mail to: DMV, P.O. Box 942869, Sacramento, CA 94269-0001
NOTE: There is a fee to replace most items.
For current fee information, see www.dmv.ca.gov, or call 1-800-777-0133.
DMV USE ONLYDL/ID/OL NUMBER
CA
O/S
DL/ID NUMBER (IF PRIOR RDF) CA
O/S
NUMBER OF PLATES SURRENDERED TECHS INITIALS
OFFICE DATE ID #
VEHICLE LICENSE PLATE/CF NUMBER MAKE VEHICLE ID NUMBER/HULL ID NUMBER
DISABLED PERSON (DP) PLACARD NUMBER BIRTH DATE, IF DP PLACARD ENGINE NUMBER (MOTORCYCLES ONLY)
SECTION A: REGISTERED OWNER OF RECORD (Please Print)TRUE FULL NAME (LAST, FIRST, MIDDLE) OR BUSINESS NAME DRIVER LICENSE/ID CARD NUMBER
CO-OWNER TRUE FULL NAME (LAST, FIRST, MIDDLE) DRIVER LICENSE/ID CARD NUMBER
PHYSICAL RESIDENCE OR BUSINESS ADDRESS (INCLUDE ST., AVE., RD., CT., ETC.) APT./SPACE/STE. # CITY STATE ZIP CODE
COUNTY OF RESIDENCE OR COUNTY WHERE VEHICLE/VESSEL IS PRIMARILY GARAGED
MAILING ADDRESS (IF DIFFERENT FROM PHYSICAL ABOVE) APT./SPACE/STE. # CITY STATE ZIP CODE
SECTION B: PLATES, STICKERS, DOCUMENTS REQUEST — I am requesting replacement of (Check appropriate box(es)):
NOTE: For replacement of missing License Plate, License Sticker, or DP Placard, if the original item is later located or received, the original item is no longer valid and must be destroyed or returned to DMV.
License Plates Vessel (Boat) Year Sticker Disabled Person (DP) Placard CVRA Weight Decal Registration Card Vessel Certificate of Number Disabled Person (DP) ID Card CVRA Year Sticker Year Month Sticker Vessel Mussel Sticker Planned Non-Operation (PNO) Card Trailer or OHV ID Card
SECTION C: PLATES, STICKERS, DOCUMENTS INFORMATION — The item requested was (Check appropriate box(es)):
Lost Stolen Destroyed/Mutilated (remnants/remains of the plate(s) must be surrendered to DMV)
Not Received from DMV (Allow 30 days from issue date before reapplying) Not Received from Prior Owner
Surrendered to DMV Number of plates surrendered One Two
Special Plates (Personalized [ELP], Disabled Person [DP], Disabled Veteran [DV]) were Retained by Owner
Requesting Registration Card with Current Address
Per CVC §4467 – Copy of a police report, court documentation, or other law enforcement documentation required.
Other – Explain:
SECTION D: MISSING LICENSE PLATE APPLICATIONS
If your address is different from that which appears in the records of the department, you must appear in person at a Department of Motor Vehicles office and bring an original or facsimile copy of proof of ownership (e. g., Certificate of Title, or Registration Card, or Registration Renewal Notice), and your Driver License or Identification Card. If the license plate(s) were stolen, a copy of a police report identifying the plate(s) as stolen is required. If license plates have been replaced within the last 90 days, a CHP verification is required.
Check appropriate box: One license plate missing (automobiles/two-plate commercial vehicles/pick-ups only). The remaining plate must be surrendered to DMV. Two license plates are missing or one license plate is missing for a single-plate commercial truck tractor, motorcycle, or trailer. The registered
owner must immediately notify a law enforcement agency (e.g., police or sheriff’s dept., CHP, etc.).
SECTION E: CERTIFICATION
The registered owner mailing address is valid, existing, and an accurate mailing address. I consent to receive service of process at this mailing address pursuant to CVC §1808.21, Code of Civil Procedure §§415.21(b), 415.30(a), and 416.90. I certify (or declare) under penalty of perjury under the laws of the State of California that the foregoing is true and correct.PRINT TRUE FULL NAME TITLE IF SIGNING FOR COMPANY DAYTIME TELEPHONE NUMBER
( )SIGNATURE OF REGISTERED OWNER
XDATE
A Public Service Agency
ProblemTime consuming to fill out the form
Content is always wrong or missing
Clients unhappy with the content YP designed
Order query rates are too high
8
Who are the users?
What are the pain points?
What is the baseline metrics?
UX Process
12
Inspiration Ideation Implementation
Understand Define Design Prototype TestEmpathize
TD
TD
SA
UX
BA SA
UX
BA
SA
UX
BA
SA
UX
SA
UXBA
SA
UX BATL
SH
SH
PJ
PM PM PM
CT
AL
Gain understandingof the problem, visionand objective.
Create a data strategyand baseline metrics.
Create a research anddesign plan.
Deep embedding,contextual interviewand user observa-tion.
Baseline usabilitytests.
Gather all researchdata.
Synthesize learningsinto themes andinsights.
Identify trends anduser needs.
Create user profiles.
Design exploration-brainstorming, andidea generation.
What is possible,innovative or wows?(How Might We?)
Refine designchoices.
Rapidly prototype loto high fidelitymockups.
Iterate throughout.
Design test strategyto verify metrics.
Execute testing andget user feedback.
Iterate and improve.
Prove metrics.
Heuristic Evaluation
13
Nielsen's 10 general principles1. Visibility of system status 2. Match system and real world 3. User control and freedom 4. Consistency and standards 5. Error prevention 6. Recognition rather than recall 7. Flexibility and efficiency of use 8. Aesthetic and minimalist design 9. Help users recognize, diagnose, recover
from errors 10.Help and documentation
Problem P / N Screenshot
Difficulty
Severity
1
1010
10
1
Contextual InterviewMethod:
• 1 hour observation (1 on 1)
Pain Points: • Confusing navigation • Uncertainty in what should be
filled in the fields • Requirements are NOT clear • Unclear error message and
verbiage
Above all numerous users did not know what to do with the form, and they saw little or no value in it.
14
Remote UX Research
Ideation
Affinity Diagram
• Synthesized 300+ interview notes into themes and insights through Affinity Diagram.
16
Persona
17
18
Design
My DesignDesign Principles: • It needs to be paperless from start
to finish. • It should take inputs from multiple
people on the same form. • Waste no more time on obtaining
correct information. • Transparent process to everyone
involved.
I started brainstorming various concepts and layouts.
20
My Design (continue)
I have used a wide range of tools, but Axure was my specialty.
• Evaluated pros and cons
• Lo-Fi to Mid-Fi
• Kicked off a conversation among developers about ways to tackle the problem
21
Usability & A/B Testing• Made Hi-Fi prototypes to test users for feedback.
• Iterated and continuous improvement.
22
Project Deliverable• Design spec &
wireframes
• Functional spec & tech requirements
• New Jira work request ticket to developers
23
Result• Reduced Query Rate from
- ypWebsite: 82%→33% - ypClicks: 36%→12% - ypVideo: 24%→16%
• Consistent CCF Forms across all the products - Layout - Labels - Terms - Fields format validation - Error messages
• Fill the form right at the first time
24
25
What makes the project difficult?
Challenge & Constraint1. Requests ≠ What I’ve found from the research
2. Cross-functional communication - New business flow - New user flow
3. UX research remotely
4. Defensive participants - Don’t know who I am, and the purpose of research - Avoid giving feedback
26
Teamworks
Security Slow InternetFace+Body
Fight For The Users
Summary1. I am a designer with the passion and curiosity to
talk to people and come up with solutions to their pain points.
2. I follow HCD process for problem solving related to user experience and user-centric design.
3. UX designers can’t operate in a vacuum - everyone needs to work together towards the same goal.
Heuristic Evaluation
Contextual Interview
Persona & User Journey
Lo-Fi to Hi-Fi Wireframe
Usability Testing
27
UX Design
Q & A
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