STEVE ZEBROWSKI

+44(0)7725199277 stevecole@hotmail.com stevezebrowski.co.uk 64 Caraway Drive, Wood Hall Park, Swindon, SN2 2RG.

UX PORTFOLIO

Hick’s Law

Gestalt Principles Mental Models

Fitt’s Law

Pattern guides

Competitive Analysis

Heuristic Evaluation

Usability Testing

Task analysis

Contextual Enquiry

Interaction design

User interviewsWireframing

Storyboards

Empathy map

UsabilityAccessibility

REDESIGN OF SOLICITORS REGULATION AUTHORITY SYSTEMSBusiness Case

Solicitors Regulation Authority are the UK’s governing body for Solicitors and legal firms. They manage any complaints from the public of any bad practice and allow solicitors and legal firms to register as practicing professionals. They have internal systems that need to communicate with a web portal for their clients. The internal systems are used by different parts of the business specialising in specific areas. Often there can be cases that have information spread across different areas and are updated by different people over time.

The requirement was to design a much easier system to use that can contain all data from different areas of the organisation allowing the correct user to gain the right information reducing errors and saving time finding correct information.

My Involvement

I was responsible for the complete end to end UX from research to design and user testing working with real users internal and external and stakeholders at all levels.

Outcome

• Internal systems needed little training to learn.• User testing showed that the system was much

easier to use and reduced the time in finding specific information by up to 80%.

• Added functionality gave users the ability to perform tasks that were originally done on paper.

• External and internal profiles looked the same for more efficient customer support.

• Reduction in external calls coming into customer support centre by 86%.

To start with I ran workshops with real internal users from each part of the business to find out what they needed to do. Mapping their tasks in the order they needed to be done. I wanted to find out about each user and what tasks they performed and how they share information between different teams.

I also looked at where they have pain points within their current system and what would make their lives easier.

© 2020 Steve Zebrowski

With the information from the workshops I was able to create personas. This example is of an Assistant Intervention Officer.

Each workshop had at least two Intervention/Caseworkers, an Intervention/Casework team manager and a subject matter expert.

Once the tasks were analysed I’d put them into workflows for sign off.

This gave me an insight of the type of internal users and how they think, what tasks they do and how they interact with one another.

REDESIGN OF SOLICITORS REGULATION AUTHORITY SYSTEMS

This formed context for starting low fidelity wireframes using Axure. I would convert the findings from each workshop and relay the designs in the following workshop. This allowed the user to see how information could be structured and a basis for a design of a platform that all users could use from different parts of the business.

The users would give feedback on the design and I’d update the wireframes. Each time there were updates, I’d increase the fidelity. Once the design was relatively defined I’d add the companies branding based on their styleguide.

© 2020 Steve Zebrowski

I then turned the wireframes into an interactive demo using Axure. This allowed me to test real scenarios with example content to see if we could break the design. At this point 95% of tasks were working. Where the design didn’t work I’d print out the screens and get users to write comments where they wanted changes. I’d make the changes to the demo and we would have another workshop to test the scenarios again. I wanted to get all the tasks to work ready for user testing with people who haven’t been involved with the design so far.

At this stage I was already planning how the user testing sessions would go. Booking users and creating a test protocol of tasks that were deemed most important.

Once the user testing is complete I’d produce a report that was shared to the stakeholders. The testing sessions were very successful as I wanted to make sure that by this stage the design was working. This saved a lot of time re-designing and re-testing which allowed us to give developers items to build sooner.

I also work the same way with external users where I could. The usability report shown is part of the external user testing for the web portal that links to the same data as the internal systems.

Any recommendations that came from user testing was implemented in the designs. Very little was needed to be changed. The biggest issue was a couple of naming conventions such as for communications/notifications. I asked users what name they’d preferred to call it and updated the design accordingly.

At this point the design was ready to go into full development. I gave the developers the demo complete with notes which was how the developers wanted the requirements given to them.

© 2020 Steve Zebrowski

REDESIGN OF SOLICITORS REGULATION AUTHORITY SYSTEMS

© 2018 Steve Zebrowski

WORKFORCE MANAGEMENT SOFTWARE - CAPITABusiness CaseThe current system was built on out of date technology and lacked good user experience. It was decided that the software needed to be updated.

OutcomeThe design and launch of the MVP for the desktop software and an app which allowed different types of workers from strategy planning to tactical planning of shift workers. The designs also allowed to quickly change teams without errors and within budget and with the correct skills. This in turn increased sales to mid-sized businesses and retained large enterprises.

Part of the software we worked on was to do with scheduling. I ran workshops with Customers and key stakeholders to understand their needs and requirements. This allowed the design team to have a good understanding of what was needed and how users think.

From the finding we were able to produce personas, task maps and wireframe/interactive demos.

© 2020 Steve Zebrowski

My Involvement

• Overall UX strategy• Running a team of 3 UR/UX and UI designers• Working with stakeholders and BAs to gather

requirements• Running workshops with clients and customers• User interviews and Contextual enquiries• Competitor analysis• Workflows• Creating wireframes and interactive demos• Presenting designs to clients, salespeople and

stakeholders• Working with development teams globally• Producing UI designs and assets

WORKFORCE MANAGEMENT SOFTWARE - CAPITA

© 2020 Steve Zebrowski

After the workshops, Personas, task mappings, and the competitor analysis I split the tasks between the designers to design the functions from each of the user’s perspectives and how they would interlink.

I presented the designs back to the team and stakeholders. In the presentations I would explain how the system could work and allowed the audience to comment on the designs. We’d collate all the comments and iterate as needed.

WORKFORCE MANAGEMENT SOFTWARE - CAPITA

© 2020 Steve Zebrowski

Once the designs had been signed off , I produced the UI and produced interactive demos. The app demo was produced in Axure and the desktop version was done in Axure and Adobe XD.

The demos were presented to clients and the sales teams with incredibly positive feedback. One of the biggest clients said they would extend their contract to 47,000 employees worldwide as they loved the mobile app design so much.

The sales teams also loved the designs and from October 2019 were showing the product to potential mid-sized clients at trade shows.

HOME ALARM – APP INSTEAD OF TEXT COMMUNICATIONBusiness Case

A design for a home alarm had been produced. There needs to be a way for a user to communicate with it when they are away from home. People within the project thought using text messaging was enough. I thought an app would be better.

My Involvement

I found out that using text messaging to communicate is a big security issue after speaking to a tech lead. He listed several main reasons why not to use text.

I decided to do some user testing to help validate if text communication would be difficult.

I set up a few user testing session using an equal number of two user types, Early Tech Adopters and Technophobes. I chose a set number of typical tasks a user would perform. I set up a demo to make it feel like they were texting the alarm system as there was no working prototype at this stage.

I collated the results into a spreadsheet and presented the results in PowerPoint. The results showed people didn’t like having to remember codes to text to the system. They also thought there would be security issues. This helped persuading people that an app makes sense.

Outcome

I changed the direction of the project using user research as evidence that an app would work better for the users than using text messaging both technically and by being more user friendly.

The Excel sheet shown shows results of the tasks of the user testing.

From the results I put all the main findings into a presentation and explained the findings to all the project stakeholders. I also showed that the main competitors all had apps. This influenced the project stakeholders into believing that having an app was a good idea.

So, I research the data requirements and looked as the tasks users would carry out and put together workflows using Visio.

© 2020 Steve Zebrowski

© 2020 Steve Zebrowski

From the workflows I could produce wireframes and a high-fidelity demo showing styles using Axure. Most of the styles already existed so to save time I used these with the demo. Where there were styles missing I either resourced a Visual Designer or I came up with the styles myself. I presented the demo back to the stakeholders for sign off ready for build.

HOME ALARM – APP INSTEAD OF TEXT COMMUNICATION