These are documents from various projects.

Task Analysis

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This task analysis describes a customer beginning her search for the lowest fare for a trip to Las Vegas.

Competitive Reviews

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This is a a brief example of a flight booking engine comparison completed before a redesign of the flight booking engine on continental.com.

Personas

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For a project for our call center representatives, I conducted field studies and surveys to create some personas to guide our design.

Screen Flow and Navigation Model

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As part of the continental.com redesign in 2005, I conducted card sorting exercises with customers and internal stakeholders to organize the information architecture of the site. If you click on the image to the left you will see a sitemap tree that illustrates the top navigation. If you are interested in seeing the more complete site architecture, please see the
Sitemap Detailed Example.

Wireframes

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This is an example from a form created to collect contact information for a loyalty program.

Prototypes

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These are two examples of prototypes, one made with Axure to the left and the other made with Microsoft SketchFlow that can be seen here, SketchFlow Example: Yarn Therapy.

Other User Research and Design Documents

• Usability Testing Scripts: Moderator Guide
• Surveys: Unaccompanied Minor SurveyThis survey was made using SurveyMonkey.
• Survey reports: Survey Result Report
• Interaction Design Documentation: Documentation Example
• Overview: Redesign Overview

How It Comes Together

Club Location Project

Problem:

Customers were calling in to the call center for club locations and information or they were ending their memberships because they were not taking advantage of the benefits due to confusion about locations, entry requirements and amenities.

Goal:

To reduce calls to the call center, reduce number of membership cancellations and increase club membership.

Process:

1. Reviewed site analytic data and search queries as it pertains to club membership. Also reviewed call logs in the call center to determine most common problems being reported.
2. Spoke with current and former club members about why they called in, what did they see as the challenges and benefits of memberships and why in some cases they ended their memberships. Personas were created based on this research. Club Personas(pdf: 58K)
3. After determining that club locations, entry requirements and amenities were the core trouble areas I created wireframes of a location feature that would include all of that information. Club Location Wireframes(pdf: 93K)
4. High fidelity mockups followed.Club Mockup(pdf:170K)

Achieved:

Since the club location feature was introduced, call reduced in the call center about club membership by 45%, club membership cancellation dropped 5% and club membership is up by 15%.

Sign In Project

Problem:

The call center was receiving a large number of calls from customers who had forgotten their OnePass account number and/or PIN. These calls took up 65% of the call mix.

Achieved:

In coordination with several departments in the company, I created the Sign In Protocol to address users that had forgotten their numbers. After implementation, the calls asking for account numbers and PINs reduced by 85%. See the flow chart describing the path, Sign In Protocol(pdf: 19K).