This is the kind of stuff I did recently
Running a Customer Care service design sprint
Service Design, Facilitation, Customer Experience
Running a Design Sprint for a digital product or a feature is pretty straightforward. Just follow the Google Ventures playbook. However, when the outcome is a service, how do you go about your deliverables? What are you going to test on the fifth day, and how? Also, there are… no designers in your design sprint team. All participants work in Customer Service. They know clients so well, but they never heard of a business model canvas, a proposition value map or a service blueprint.
Yet, we managed in 5 days to define, test and validate founding principles & target blueprint for the Customer Care of our company. I’ll show you how.
(Work in progress)
Scaling a User Research Practice, from a UX-team-of-one to a Human-centered Culture
Research Ops, Leadership, Collaboration
I’ll take you through what it’s like to do user research when you start with 4 people in the whole company, and end-up with 30 team members participating in the product development process. How do you build and evangelize that human-centered-i’m-not-the-user-let-the-data-speak-first mindset? What works best? What doesn’t? Lots of lessons learned and unexpected turns!
Making evidence-based Personas from thousands of data points: the power of storytelling
Research Insights, Empathy, Creators Economy
I’m a firm believer in the power of storytelling, and I think Personas are a hell of a medium… when they’re done right. Meaning: evidence-based, stemming from real research, both quantitative and qualitative. Imagination has nothing to do with it. Well, a little bit.
This is the story of the messy process of analysis and synthesis to organize insights from +120 user interviews, +50 usability tests, countless behavioral data points and, more importantly, of the lasting impact it had on the product development process.
User research strategies for health tech
Field studies, usability tests, bias prevention
What does a typical day in the life of a healthcare practitioner look like? And once you found out the answer, how do you make sure you are designing good solutions to improve their lives? What about their patient’s lives?
These are heavy questions with huge ramifications for the community you’re serving. Getting the research strategy right from the start is essential in terms of product design methodology, ethics and bias prevention.
All of you, please onboard!
Onboarding, Design Sprint, Guerilla Testing
Onboarding is only the most critical part of any service you’re designing - especially on mobile, especially in B2C, and especially in entertainment. It’s at the intersection of design, brand, copy and app performance. You have very little time to welcome, interest, engage and secure. What is worse, you can’t get it wrong. Missing your onboarding, even by a little, often means failing your product.
(Work in progress)
Playing the sorcerer’s apprentice: designing the perfect video feed
Algorithms, video, social media, ethics
If it sounds a bit too easy, it’s because it is. Algorithm design is hard, yet it’s the pillar of retention, your North Star when you design a consumer app. So many parameters go into this: format, duration, light, music choices, viewer fatigue, network weight, engagement data, music trends... and that je-ne-sais-quoi that makes your brain interested. How do you do it when you’re not TikTok? Is everything fair game when it comes to retention?
Spoiler: it’s not.
(Work in progress)