Going Native
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Up until the redesign, Marriott had published its mobile products on the constrained and idiosyncratic Kony platform. Marriott's future business success depended on launching truly native iOS and Android apps.
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case studies
Building a Digital Product Design System
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The association had rolled out a comprehensive redesign, but the Web team still followed a services approach for updating content and features. Demand overloaded the team's limited resources and the piecemeal assignments made strategic product development impossible.
Read MoreDefining the Workplace of the Future
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One of Canada's largest banks offers its customers innovative ways to manage their money, but has been less successful updating the tools used by its employees. Collaboration is limited, software is outdated and productivity is hindered.
Read MoreTelling an Innovator's Story
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Corning, a company that defines itself by innovation, has changed little more on its corporate site than copyright notices over the last few years. Simple text changes wouldn't tell the story well enough; the entire content strategy and design of the site needed an overhaul.
Read MoreMaking Sophisticated Systems Seem Simple
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The car company's significant investment to provide remote access to their automobiles via mobile devices put the company's U.S. managers in a difficult spot.
Read MoreResearching Veterans' Needs
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VA's Human Factors Office chose not to invest in primary user research to inform the redesign of a well-trafficked benefits portal, but instead had a really bad idea. I took advantage of the opportunity to talk directly with veterans.
Read MoreBuilding a Mobile Practice
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The mobile team didn’t expect much from design and it showed in the Marriott phone apps. Business owners requested functionality; developers and their project managers estimated level of effort and requested assets; designers delivered assets.
Read MoreGetting the Little Things Right
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Marriott had a screen fetish. After several years of mobile product development, the organization had trouble thinking past each individual phone screen and conversations tended to get stuck on assets and business rules.
Read MoreImagineering Success
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Incremental improvements were not going to get the design of Marriott’s mobile apps where it needed to be. As the complexity of Marriott's problems increased, its ability to solve those problems with a mobile app diminished.
Read MoreHerding Public Media Cats
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The only thing local PBS stations could agree on was their dissatisfaction with national headquarters. I took prototypes on the road visiting small, medium and large stations to gather reactions. I opened the design process up to dozens in the PBS community.
Read MoreTalking About UX
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User experience professionals can’t expect to work in isolation and get the necessary involvement in projects; we have to be able to explain to people what we do and how we do it.
Read MoreHelping Veterans Survive Colorectal Cancer
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More than 50,000 men and women die of colon and rectal cancer every year. Colorectal cancer can be effectively treated when detected early, but is frequently fatal if left undetected. This pilot program provided a touchscreen-based tool for veterans to assess their health risks.
Read MoreNavigating Dinosaurs at AMNH
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One of the largest and most celebrated museums in the world, the AMNH houses 45 permanent exhibition halls and averages five million visits annually. Unfortunately, it can also be a really hard place to find a bathroom.
Read MoreConnecting Stakeholders to Customers
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Although AARP takes great pride in the commitment of its staff, there was concern that some had lost the connection to their membership. I conducted dozens of interviews with retired individuals and the groups and volunteers dedicated to serve their needs.
Read MoreLeveraging Idiosyncratic Expertise
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I led the team tasked with replacing an outdated, overworked, non-enterprise application that the Department of Homeland Security uses for determining immigration status.
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