alexisrachel@gmail.com | 415.503.9034 A L E X I S R A C H E L U X P O R T F O L I O Page 1 of 10

Research, Strategy, IA, UCD/IxD Project: GiaTouch Restaurant Menu CRM & CMS Web Product

Start-up, Touch Technologia (TTg), knew they needed to step up their game in order to succeed with their new app, GiaTouch Mobile. I shaped an easy-to-use interface out of a complex system and limited assets.

alexisrachel@gmail.com | 415.503.9034 A L E X I S R A C H E L U X P O R T F O L I O Page 2 of 10

Research, Strategy, IA, UCD/IxD ⫯ Restaurant Menu CRM & CMS Web Product [CLICK TO DOWNLOAD FULL RES.]

Discovery• Conducted stakeholder meetings/workshops defining product

objectives • Fleshed out detailed requirements (target users, next phase

direction, etc.)

Strategy• Established a product roadmap• Determined/described UX methodologies to be used to best suit

TTg’s product with future objectives in mind.

Research• Reviewed limited available resources including client-provided

reference documents and graphic design materials• Created taxonomic and relational worksheet to suss out the details

in a more friendly manner. • Interviewed stakeholders, relied on personal history in the industry.

Analysis• Established user archetypes and behavioral segmentation• Created task lists• Sketched informal personae• Developed use cases• Devised user journeys • Establish the flow of the app• Performed a comparative analysis of like sites.

Key: Blue Fields: data utilized across Mobile and Touch App.

11

22

33

44

55

66

77889910101111121213131414151516161717181819192020212122222323242425252626272728282929303031313232333334343535363637373838393940404141424243434444454546464747484849495050515152525353545455555656575758585959606061616262636364646565

AA BB CC DD EE FF GG HH II JJ KK LL MM NN OO PP QQPlatform NOTES KEY General Notes

NameBLUE FIELDS = shared across touch & mobile. • There is only a single level of permissions available for admin users

usernamePINK FIELDS = open Qs (yet t/b posed) * Hidden menues to be established via checkbox next to edit window in admin only.

contact info ?ORANGE FIELDS = interaction suggestions • Changes are allowed to menu templates (it is not fixed)

Member AdminGREEN FIELDS = Discuss with Engineer * Not designing system for help re: FAQ? Assuming FAQ content will be addressed as email/questions avail themselves.

add/edit/delete

BROWN FIELD = solution in progress (not yet determined_

Refund TransactionsPURPLE FIELD = assumtions

View Transactions Admin OnlyReports Additions (Rev 1)

Accounting Reportsdaily/weekly/monthly/by time frame

. Restaurants

. Menu performance

. Patrons

. Advertisers

. Ad performance

. Transactions

Exportstransactionsmember data

Email members interapp email module: TBD

FAQ review Or perhaps this is something that is managed by admin… Review approve

rejectedit

Ad MaintenanceAd review approve/reject/editAd control

random ad controlduration secondsManage Restaurant's 'Start Ad Date'

Credit Transactionsadd/subtractDebit Transaction Initial transaction types are:

Advertiser ID xRestaurant ID Bounced check DebitTransaction type Bounced check fee DebitPackage ID Package sale DebitTransaction date Package purchase CreditDescription Miscellaneous charge DebitDebit/Credit amount Miscellaneous Payment CreditComments

Manage System Look-­‐up Tables1. Scheduling lookups1. Scheduled entities2. Schedule types

2. Template lookups1. Menu templates2. Ad templates

3. Restaurant lookups1. Chains2. Cuisine3. GiaTouch usage4. Contact titles

5. General Ledger Codes6. Transaction types7. States8. Ad categories

Template UploadsAdMenu

Tasks TOUCH TECHNOLOGIA 29.APRIL.2013

* Deviates from spec. ** Needs clarification for further exploration.

Key: n Mobile Only n Touch Only

As is indicated in GTSPEC.pdf, the current proposed line up of Touch TechnoloGia products have 4 main user-roles: Advertiser, Restaurant, Patron, and Administrator. I have attempted to capture, in a quasi-exhaustive manner the list of tasks can be attributed to each of these roles that require back-end services/administration. This includes all but the Patron, which based on the materials provided will not require a UI for self-administration at this stage.

Advertiser The Advertiser is a crucial contributor; it is therefore critical to ensure that their tasks are as simple and worry-free as possible. We want as little as possible in the systems to deter them from getting their tasks accomplished.

Advertiser User Tasks: » Register/Edit Profile » Read/Accept Terms & Conditions » Choose Package » Create/Design/Edit Ads

» Choose Template or Upload Artwork* » Upload media/artifacts; enter copy/headline

» Preview/edit/accept ad » Enter in budget parameters* (number of impressions, time of day, etc.) » View/print/export reports and data (transaction history, stats (views/clicks/impressions)

Restaurant Restaurant users have the most time consuming and tedious task of the users. A main goal is to streamline and ease the process as much as possible so that they are able to take care of business efficiently and smoothly.

Restaurant User Tasks » Register/Edit Profile » Read/Accept Terms & Conditions » Upload Logo » Choose Preferred Advertisement

<or> Pay to Go Ad-Free

» Create/Edit Menus » Create Categories » Create Sub-categories » Create items

» Preview/edit/accept Menu » Add App-relevant Data » View/print/export reports and data (transaction history, stats (views/clicks/impressions) » Set up Email Blast**

» Create/Design/Edit Blast

alexisrachel@gmail.com | 415.503.9034 A L E X I S R A C H E L U X P O R T F O L I O Page 3 of 10

Research, Strategy, IA, UCD/IxD ⫯ Restaurant Menu CRM & CMS Web Product [CLICK TO DOWNLOAD FULL RES.]

Design• Sitemap• Workflows• Wireframe (iterative) sketches• Formalized wireframes (providing full functionality),• Conducted interval review meetings • “Friends and family” user testing with PDF prototypes.

ChallengesThe site serves as a multifunctional, multichannel application for three quasi-discrete user-types: the “Restaurateur,” the “Advertiser,” and the internal CRM manager or “Administrator.” All users were to be integrated into the same system with overlapping functionality.

Functionality was primarily shaped via a vetting through data elements as referenced on the a database spec, drafted prior to my involvement, with confirmation from stakeholders.

Budget constraints dictated many challenges. Much of the work was done with no access to other team members (we were contracted asynchronously) with highly annotated wireframes serving as a de facto functional specification.

Functional challenges included the accommodation of the menu conversion process to a preselected third party mobile app and the design of schemas for algorithm development.

Touch TechnoloGia CMS - USER JOURNEYS Rev 1: See changes in blue.

Advertiser:

Create a new ad

User Motivation/Thought User Behavior System Behavior

Needs to create ad. Goes to TTG entry portal; enters in credentials; clicks to submit

Directs user to Advertising portal

Choose Ad Maintenance Opens Ad Maintenance page

Looks for metaphorical icon or wording to add something—spots “+” sign.

Clicks + symbol Rollover on + symbol displays “Add an Ad”; list expands to display form to add advertisement

Surveys content requirements.

Enters in information required; including schedule, priority, copy** etc. Adds image* ; clicks ‘Save and Preview’

(*browse for image dialog appears; **number of allowed characters counts down as they enter in copy) Displays content entered in default ad format with the other template options displayed below in scroller1.

Sees template in scroller that s/he prefers.

Clicks on chosen template in scroller.

Display changes to reflect new selection.

Determines a change needs to be made within the copy.

Clicks ‘edit’. Maintenance page including pre­expanded and populated form area containing the previously entered content.

Makes changes to copy; clicks ‘Save and Preview’.

Displays content populating template last chosen.

Determines ad is complete Selects ‘Commit’ System determines that user has not chose ad package. Displays pop­up: Save for

1 of 11

Login Processes

Register Flow

Login FlowPwd Recovery Flow

Menu Detail Processes

Template Maintenance Processes

Ad Templates Ad Template Add/Edit

Promo Templates Promo Template Add/Edit

Menu Templates Menu Template Add/Edit

Menu End ProcessesMenu Formatting Processes

Member Maintenance Processes

Menu Detail

Menu Add/Edit

Menu Review

Template Selection

Prototype Review

Admin Landing / SIGN IN

Restaurant

Reports

Account Maintenance

Email Blast Assistance

Promotion Landing/

Edit

Menu Plans

Advertiser

Choose Package

Ad Admin.

Reports/Export

Account Maintenance

Key:

Ajax process grouping contained on one page.

Shared Pages

Processes

Direct PathVariable Loop

Touch TechnoloGia SiteMap r1 10.Sep.2013

Admin

Member Maint.

Reports

FAQ Maint.

Advertiser Maint.

Terms & Conditions

Mgmt.

TTG Ad Maintenance

Menu Maintenance

Choose Format

Category (Section) Edit

Item Maintenance

Confirmation

Promo Maintenance Process

Upload Your Own

Review Specs

Upload File

Create Promo Promo ReviewPromo Content/Layout

Choose Style

Ad Maintenance Process

Upload Your Own

Review Specs

Upload File

Create Ad Ad ReviewAd Content/Layout

Choose Style

View As

Send Message

View Transactions

Reset Password

Add/Edit Member

Advertiser Maintenance Processes

Package Maint.

Category Maint.

Ad Review

Category Add/Edit

Package Add/Edit

Restaurant Maint.

Template Maint.

Restairant Maintenance Processes

Trial Period

Tablet Usage

Restauramt Activity

Cuisine

Chains

Category Add/Edit

Package Add/Edit

Item Add/Edit

Ad Maintenance Process

Upload Your Own

Review Specs

Upload File Ad Review

Payment

alexisrachel@gmail.com | 415.503.9034 A L E X I S R A C H E L U X P O R T F O L I O Page 4 of 10

Research, Strategy, IA, UCD/IxD ⫯ Restaurant Menu CRM & CMS Web Product [CLICK TO DOWNLOAD FULL RES.]

OutcomeStill in production, the client is extremely pleased with the quality of work provided on GiaTouch Mobile: “Your efforts (are) one of the specific reasons we’ve accomplished so much. We are looking forward to working together more in the future.”

TakeawayGiven the loose client requirements, I learned a great deal about strategy and process (and the importance of being flexible in its application). Furthermore, it was illuminating to receive feedback further down the process, illustrating which concepts were clear (and which were not) to future partners and team members. While working in a bubble is not ideal, I was able to rely on my background in digital project management and other roles to fully eke out and grasp a complex system with remarkably limited resources.

TTG Back-End/CMSAdministrator: Restaurant Maintenance

Sun Feb 09 2014

Creator

Modified

Alexis Rachel16 / 29

Add New Cuisine

Cuisine

NotesCusine MM/DD/YY ActiveMM/DD/YY

NotesCusine MM/DD/YY ActiveMM/DD/YY

MM/DD/YYNotes MM/DD/YY ActiveCusine

MM/DD/YY MM/DD/YY ActiveCusine Notes

Status Active

Created MM/DD/YY

NotesName Cusine MM/DD/YY

Last Used Notes

Chains

ActiveMM/DD/YYChain Name Name MM/DD/YYComments

Chain Name Comments MM/DD/YYName MM/DD/YY Active

MM/DD/YY MM/DD/YY ActiveNameChain Name Comments

Comments

Comments

Comments

Comments MM/DD/YY

MM/DD/YY

MM/DD/YY

Joined

MM/DD/YY

MM/DD/YY

Last Activity

MM/DD/YY Active

Active

Paused

Status Name

Name

Contact Name

Chain Name

Chain Name

AdvertiserChain Name

Name

Action

Add New Chain

Tablet Usage

Restaurant Activity

Trial Period

Current Default Trial Period is set for XX days.

??Restaurant Maintenance

Restaurant ActivityCuisine Tablet UsageTrial PeriodChains

1.0

2.0

1.1

??Main Category > Topic Name > Sub Topic Name > Node Name

Log out

Detail 16–1

• Template Maintenance

• Restaurant Maintenance

• FAQ Maintenance

• T & C Maintenance

• Member Maintenance

• Dashboard

• TTG Ad Maintenance

• Advertising Maintenance

• Reports

PURPOSE: This screen is for updating restaurant related system items. It is accessed by clicking on the 'Restaurant Maintenance' fly-out menu as illustrated below.

TARGET AUDIENCE: Touch Technologia Employees administrating the system.

1. MATRIX: ChainsColumns: 8

Check Box: Selector for actionChain Name: TextContact Name: TextComments: TextLast Activity: DateJoined: Date StatusApproval: Status of approvalAction Icons: Edit Category

Duplicate Category Resume/ Pause Delete

1.1 DROPDOWN: Chains ActionsDefault State: DisabledDefault Value: "Choose Action"Menu Values:

Create New, Edit, Duplicate, Pause/Resume, View Transactions*, Delete

ActiveMM/DD/YYChain Name Name MM/DD/YYComments

Chain Name Comments MM/DD/YYName MM/DD/YY Active

MM/DD/YY MM/DD/YY ActiveNameChain Name Comments

Comments

Comments

Comments

Comments MM/DD/YY

MM/DD/YY

MM/DD/YY

Joined

MM/DD/YY

MM/DD/YY

Last Activity

MM/DD/YY Active

Active

Paused

Status Name

Name

Contact Name

Chain Name

Chain Name

AdvertiserChain Name

Name

Action

Add New Chain

Delete

Pause/ResumeDuplicateEdit

View Transactions

Create New

2. MATRIX: Cuisine MaintenanceColumns: 6

Name: TextNotes: TextLast Used: DateCreated: DateStatusAction Icons: Edit Cuisine

Duplicate Cuisine Resume/ Pause Delete

3. DYNAMIC TEXT: Trial Period3.1 DYNAMIC TEXT: "XX days" = last set trial period 3.2 ACTION ICONS: Edit Cuisine, Pause (toggle: Resume)

TO BE RESOLVED:* View Transactions (Chain Maintenance). Added as it seems to be valuable information to be

reviewed when considering maintenance. Should also be included in REPORTS.?? Status TBD. It was discussed that Tablet Usage would be discontinued as a detail requested

from Restaurants upon sign up.

3.0

3.1 3.2

alexisrachel@gmail.com | 415.503.9034 A L E X I S R A C H E L U X P O R T F O L I O Page 5 of 10

Heuristic Evaluation, UCD/IxD, User TestingGiaTouch Restaurant Menu CRM & CMS Web Product

Touch Technologica on their way toward their app becoming a reality returned to ensure that usability had not been compromised by the simplification performed by downstream design.

alexisrachel@gmail.com | 415.503.9034 A L E X I S R A C H E L U X P O R T F O L I O Page 6 of 10

Heuristic Eval, UCD/IxD, User Testing ⫯ Restaurant Menu CRM & CMS Web Product [CLICK GRAPHICS TO DOWNLOAD FULL RES.]

Discovery & Research• Heuristic evaluation of the GiaTouch Mobile CMS high-

fidelity prototype• Determined pain points and flow issues• Reviewed to ensure that all anticipated functionality

was intact.

Strategy• Determined that the flow needed to be cleaned up to

accommodate functionality• Discovered the need to clean up the flow (and

associated functionality) after the interaction was simplified to a great degree later in the process.

Design• Refined/reflowed/refocused areas of the site• Reworked interaction to ensure that a clear flow-

through, and planned functionality was accounted for• User journey sketches• Annotated mock-ups• Prioritized solutions• Redesigned and revised visual design mock-ups

utilizing the established look and feel were provided• Created usability survey questions • Developed remote usability testing utilizing 3rd party

app Loop 11

Title: Touch Technologia Revised Menu Creation Flow | Creator: Alexis Rachel | Modified: Tue Oct 07 2014 | Page 1/1

Touch Technologia Revised Menu Creation FlowMenu/Section/Item Creation User Flow

Menu Directory

Menu Maintenance

Section Maintenance

Menu Preview

User adds more than one item to

section.

Design Selector

Confirmation

User exits out of

process.

User selects +Create/Section or

Maintenance

Item Maintenance

Page 3

MENU LIST:PURPOSE: Displays menus in accordian fashion.NOTE: Menu can have unpublished items as a mat-ter of course, it does not necessarily make the menu incomplete. However, if the menu is inactive, it should be marked as such.

“KEY” TEXT: Static instructive text.INACTIVE FLAGS: BEHAVIOR: Appear only when the menu is not pub-lished. Indicator changed to mini-icon, and text color as depicted.LINKS: MENUNAME: Displays menu maintenance interface.SECTIONNAME: Displays section maintenance inter-face.ITEMNAME: Displays item maintenance interface.LANGUAGE DESIGNATION: OMITDAYS AVAILABLE: BEHAVIOR: Lists days user selected only with check box icon as depicted.“COLLAPSED” MENU: BEHAVIOR: Toggle: Upon clicking of arrow icon [A], menu will expand to display Sections [collapsed], icon will rotate 90º [B].“EXPANDED” MENU:BEHAVIOR: Grey background highlights dive that is expanded. Displays child Section names, in collapsed format. LINK: “expand all”BEHAVIOR: Expands all child elements to that particu-lar MENU. “COLLAPSED” SECTION: BEHAVIOR: Toggle: Upon clicking of arrow icon, menu will expand to display Items and details, icon will rotate 90º.“EXPANDED” SECTION:

BEFORE AFTER

Read as buttons - need to be changed for less clickable graphic, or be editable from this screen.

A

B

alexisrachel@gmail.com | 415.503.9034 A L E X I S R A C H E L U X P O R T F O L I O Page 7 of 10

Heuristic Eval, UCD/IxD, User Testing ⫯ Restaurant Menu CRM & CMS Web Product [CLICK GRAPHICS TO DOWNLOAD FULL RES.]

ChallengesUnpacking the flow and approach to functionality integrated within the visual design revamp while identifying roadblocks was, in some ways, akin to reading someone’s mind.

Carefully detailed communication and annotation were especially important as team members were spread out globally

Creating survey questions that would accurately capture the three required variables was a fun, thought-provoking, puzzle.

TakeawaysThis complex experience-focused project provided the opportunity to learn many lessons including: allow simplicity to inform the design of complex interactions, maintain a consistent design vocabulary throughout, and sketch for as many iterations as the process will allow.

I felt fortunate to have the opportunity to revisit the product other team members had revised it. While maintaining the gist of the visual designer’s proposed changes, we ensured they were compatible and contiguous with the rest of the flow. The process provided insight into opportunities for process simplification that I might not have had otherwise.

Tasks for Loop11 user testingNotes:

I would recommend that we take this in a more modal approach; that is 2 (minimum) stages of testing: 1) creating a menu as anew user; 2) creating a 2nd menu after the initial wherein more of the functionality is used. If a more global approach is used as iscurrently represented in the Loop11 app, my concern is that the user will become overwhelmed. Also there is the definite potentialthat the results will be skewed/not accurate in this case.I also think that we need more help prompts for the users' initial run of the app. The testing should help determine that as well.

Intro: You work at a restaurant, and your boss has asked you to create a menu in this new app. The menu will be displayed to customerson an iPad when they are seated. Please do the following tasks while being conscious of your progress and impressions. You will beasked to answer related follow-up questions posed after each task and at the end of the process.

Test 1 Tasks (and subsequent questions):

1. Create an account1. How long did it take you to determine how to create an account?

Range (shorter - longer than expected)2. How easy was it to create an account?

Range (simple - very difficult)3. Did you find yourself flustered or frustrated at any time while creating an account?

Yes/NoIf so, when?

(Text)4. Do you have any other comments about creating an account?

(Text)2. Create a menu

1. How long did it take you to determine how to create a menu? Range (shorter - longer than expected)

2. How easy was it to create a menu?Range (simple - very difficult)

3. Did you find yourself flustered or frustrated at any time while creating a menu?Yes/No

If so, when? (Text)

4. Do you have any other comments about creating a menu? (Text)

3. Create a menu section1. How long did it take you to determine how to create a menu section?

Range (shorter - longer than expected)2. How easy was it to create a menu?

Range (simple - very difficult)3. Did you find yourself flustered or frustrated at any time while creating a menu section?

Yes/NoIf so, when?

(Text)4. Do you have any other comments about creating a menu section?

(Text)4. Create a menu item

1. How long did it take you to determine how to create a menu item? Range (shorter - longer than expected)

2. How easy was it to create a menu item?Range (simple - very difficult)

3. Did you find yourself flustered or frustrated at any time while creating a menu item?Yes/No

alexisrachel@gmail.com | 415.503.9034 A L E X I S R A C H E L U X P O R T F O L I O Page 8 of 10

Partnering via the SFSPCA with the Stockton Municipal Animal Shelter’s volunteer adoption arm, “APL” we set out to change culture by changing the way they work. One integral element was APL’s dilapidated website, static and dated, it was fairly ineffectual at fostering adoptions.

Research, Strategy, IA, UCD/IxD, Visual Design Shelter Management, Adoption and Corporate Website

alexisrachel@gmail.com | 415.503.9034 A L E X I S R A C H E L U X P O R T F O L I O Page 9 of 10

Research, Strategy, IA, UCD/IxD, Visual Design ⫯ Shelter Mgmt, Adoption & Website [CLICK GRAPHICS TO DOWNLOAD FULL RES.]

Strategy/Discovery• Heuristic review of the current APL site• Stakeholder interviews/workshops • Reviewed business goals• Comparative analysis• Contextual inquiries with the volunteers who work with

the app• Content inventory

Analysis• Developed use cases• Created site-map• User flows

Design• Wireframe sketches (desktop and mobile)• Visual design mockups (highly annotated for

interaction)• Flow diagrams

Stockton Adoption SiteFormerly APL209.com

Sat Apr 25 2015

Creator

Modified

Alexis Rachel4 / 19

Home

Contact (Info + Form)

Find a Friend (Adoptions)

Resources & Services About Us Site-wide Search Get Involved News/Events

Volunteer*Foster*

Employment Opportunities Donate*

Wishlist

Vet Q&A Rehoming Outreach/humane ed.

TrainingPartners Spay/Neuter Board of Directors

Directions/contact info

Our StoryMissing

Someone? (Unavailable)

About Adoptions Featured Animal (long term)

Animal Search Results Cats Dogs

Individual Animal Record

News Events

Home Again! (success stories)

Requires a toggle within CMS interface to activate record as "featured"

This redirects user to Paypal account, or another payment service, offsite.

To include Amazon wishlist module

Data Elements: NameBio (Text)

Data Elements: TitleTextDate postedDate Expires

CMS Interface. Data Elements:

DateTitle

Body CopyPicture

Calendar Module, CMS

Interface. Data Elements:

DateTitle

Description, Location, Picture

Data Elements:Date

Copy (Text) Multiple pictures

(small gallery plug-in)

Front-facing form. Data Elements:NameSubject (drop down) + Other (fill-in)Body copy (text)Preferred method of contact (drop-down)

Static Pages

API fed + user revisions via admin interface

API fed + Photo upload + user revisions via admin interface to display on website

Will require PHP module

Will require PHP module with admin interface

Public-facing form

*Header item — omnipresent

KEYKEY

Forms (download)

Data Elements: NameDatePDF File

User Roles:

1. Lost Animal Companion 2. Adopters 3. Prospective Volunteers 4. Animal owner

a. seeking spay/neuter info b. seeking medical advice

5. General Population a. how to deal with ferals

6. Teachers a. humane ed (outreach)

7. Patrons a. ways to donate

contact info location info (APL/other rescues) events calendar

Lost Animal Companion

Home Page Search

Search results (scans) individual animal record

<or> Find a friend (see below)

Find a friend Missing someone

1. individual animal record <or>

2. cats/dogs (see below ­ Adopters>cats/dogs) a. Species: cat <or> dog

i. name / primary­breed / secondary­breed / primary­secondary­tertiary color* / markings (primary­secondary) / age / size / gender / spay­neuter / coat (cat­dog) / eye­color / ears / tail / collar type / collar color / housetrained / special needs

Adopters Find a friend

alexisrachel@gmail.com | 415.503.9034 A L E X I S R A C H E L U X P O R T F O L I O Page 10 of 10

Research, Strategy, IA, UCD/IxD, Visual Design ⫯ Shelter Mgmt, Adoption & Website [CLICK GRAPHICS TO DOWNLOAD FULL RES.]

Animal Protection League/Stockton Animal ShelterCMS/Site Population User Process Flow (Sketch)

Pet Finder

Pet Harbor

APL SiteDatabase

THE IDEAL:

User gathers & enters data into single interface.

System disseminates info to various sites appropriately

Pet FinderAPL Site

User gathers & enters data into 3 separate interfaces. APL site is fed text data from Pet Harbor & Pet

Finder API, photo from APL DB.

Pet Harbor

CURRENT PROCESS:

Animal Protection League/Stockton Animal ShelterCMS/Site Population User Process Flow (Higher Fidelity)

ChallengesSegmenting the behavioral types, it was important to bear in mind that all CMS users were non-technical volunteers. So user-load (cognitive or otherwise) needed a priority consideration. I had to strongly advocate for the three disparate data sources covering pet categories to be presented as a single system interaction. It added (protested by the developer as unnecessary) complexity to the programming exclusively in support of the experience. As the product team was all volunteer itself, this provided additional challenges, as well as team member availability and commitment to the project.

OutcomeAPL was dissolved. Stockton and the SFSPCA are looking at repurposing the site as an auxiliary for the municipal shelter.

TakeawayPush-back received over features designed specifically to ease user load illuminated the importance of communicating user empathy to team members, both within the overall process and specifically relative to integral but complex interactions.