https://robertcrain.one robert-crain Fri, 06 Jan 2023 06:23:02 +0000 https://robertcrain.one en http://robertcrain.one/About Fri, 06 Jan 2023 06:23:02 +0000 robert-crain 436130 ← Home I work with stakeholders to identify opportunities, increase revenue, and expand their customer base. One of Japan’s most popular fast food apps asked Publicis Sapient to improve the app. Despite positive user feedback and numerous downloads, app usage fell short of the client’s expectations. Publicis Sapient put together a team to work on the app both at the client's corporate headquarters and the Publicis Sapient office. ← Home I work with stakeholders to identify opportunities, increase revenue, and expand their customer base. One of Japan’s most popular fast food apps asked... http://robertcrain.one/Food-Delivery-Platform Mon, 20 Jun 2022 02:11:08 +0000 robert-crain 426215 ← Home Delivering Japanese Food Across the Whole of the UK Year2020 CompanyFood and groceries startup Region UK RoleSenior product Designer DeliverableProduct improvements<img width="3200" height="2000" width_o="3200" height_o="2000" src_o="https://cortex.persona.co/t/original/i/64a986442f428e497e48e10d78349af5f80bb1805aafa55f90e02db9000761f5/01.png" data-mid="1232312" border="0" /> Index 1. Project Background2. Objective3. User Research4. Key Task Flow5. Structure6. Screen Improvements7. Result 1. Project Background A few years ago, a startup saw an opportunity to deliver Japanese food and groceries to the UK's Japanese community. They were well received not only by the Japanese community, but also by Japan expats and foodies. Customer feedback is generally positive, but with new vendors appearing, customers now have a greater selection of platforms to choose from. 2. Objective Maintain to be the go-to platform for Japanese grocery and cuisine by continually enhancing the shopping experience. 3. User Research We began our user research by identifying four use cases. These use cases were created as a response to previous user feedback and experiences. With these four use cases, we launched a survey that was sent to 500 of our most trusted customers. They assisted us in determining the most critical pain points in the purchase task flow. This is a selection of the most frequently mentioned pain points: “Too many categories.” “Can’t separate Dishes from Groceries.” “Can’t read the product categories in the filter.”“Don’t know when a product is in stock or restocked.” “Can’t cancel an order.” 4. Key Task Flow The majority of user pain points arise during the Discovery phase, the Decision phase, and the Confirmation phase. <img width="2500" height="1139" width_o="2500" height_o="1139" src_o="https://cortex.persona.co/t/original/i/06a9ef8e3baaff7ff7da9cba14a9cb35f6dc1da2f4afff432adcb78e02af3042/image.png" data-mid="1222317" border="0" /> Purchase task flow 2. Discovery phase: the user is looking for products by browsing through the product overview page. Pain points occur when users don’t understand a product description or can’t find their desired product while using the filter or&nbsp;the search box. 3. Decision phase: the user selects a product and adds it in their shopping basket. Pain points occur when users&nbsp;would like to cancel a product or an entire order. 5. Confirmation phase: the user receives a confirmation email, an incentive to come back to the platform, or notifications. Pain points occur when users don’t notice that products are restocked, are back in stock,&nbsp;or sold out.&nbsp; 5. Structure The previous information architecture required users to click several times to access product categories. This has now been addressed by the addition of a tab navigation (see the two red boxes under the blue box Home delivery) representing the two most important product categories, Dishes and Groceries. Sub categories remain under Dishes and Groceries, but with a new category structure.&nbsp;<img width="5780" height="12886" width_o="5780" height_o="12886" src_o="https://cortex.persona.co/t/original/i/e3293ef9f2a5e2612e6b015823586e0cb931dae51752422b89e8644329239999/IA.png" data-mid="1222324" border="0" /> 6. Screen Improvements <img width="3200" height="2000" width_o="3200" height_o="2000" src_o="https://cortex.persona.co/t/original/i/9bb35d940fe8187adfcb346b192b2a0121f87d9e7d791fe86d83f7dd7f8c1d95/02.png" data-mid="1222131" border="0" /> Pain point Users aren’t able to identify the two main categories: Dishes and Groceries. Solution Separate&nbsp;the two main categories and place them at the top of the product overview page under the top navigation, for easy access and better recognition. Pain pointUsers received an email when products were restocked. This didn’t work for most users. They either didn’t notice it or they deleted the emails.SolutionNotifications like In stock, Out of stock and Restocked were incorporated above the red Add button under the product description. <img width="3200" height="2000" width_o="3200" height_o="2000" src_o="https://cortex.persona.co/t/original/i/f8415787d7e91901ccf5d626af28f71a6fa9e5a941981f19c6d0e29585469847/9.png" data-mid="1222140" border="0" /> <img width="3200" height="2000" width_o="3200" height_o="2000" src_o="https://cortex.persona.co/t/original/i/a4b3e4302a216b726cee96071d37edeed066c49285180fbb9a81af20a65a260e/04.png" data-mid="1222133" border="0" />Pain point&nbsp; Users experience difficulties when reading or understanding the product category descriptions. Solution Add product category descriptions in English and Japanese, enlarge the font size of the product category descriptions, and add a product category image. Pain point Users are able to change or cancel an order, but that was only possible through sending a request or a call. Solution The user can separately adjust or delete every order in the check-out, within a certain time frame. <img width="3200" height="2000" width_o="3200" height_o="2000" src_o="https://cortex.persona.co/t/original/i/74d7f9c974725bc0bacfa6cb80ce6c99e8068807d06d6dbad62a8e492384918a/8.png" data-mid="1222138" border="0" /> 7. Result Developing a product never ends. The product purchase process is under constant monitoring and there are always things to improve, but we left the platform in a much better place than it was before&nbsp;and there is a solid foundation to build on. <img width="3200" height="2000" width_o="3200" height_o="2000" src_o="https://cortex.persona.co/t/original/i/cd49dfd0d0d8674402b2780aec0e801f30894343e4c42eabd1b9ceb8a6cd6d4b/WASO-6.png" data-mid="1222137" border="0" /> Next: Price Index Monitor→30+ Years of Consumer Price Data in One Place Say HelloRobert Crain→ ← Home ← Home Delivering Japanese Food Across the Whole of the UK Year2020 CompanyFood and groceries startup Region UK RoleSenior product Designer... http://robertcrain.one/Robo-Adviser Sun, 12 Jun 2022 06:30:19 +0000 robert-crain 425767 ← Home Making Investing Simple Year2022 CompanyFintech start-upRegion SingaporeRoleSenior UX strategistDeliverableMVP <img width="3200" height="2000" width_o="3200" height_o="2000" src_o="https://cortex.persona.co/t/original/i/039c99685734e8fa8207480a0eb8f8d6938c2d53277e7d42ee6fd2ccf74cc06c/Landing-page.png" data-mid="1232315" border="0" /> Index 1. Project Background2. Objective3. User Research4. Customer Journeys5. Service Blueprint6. UX7. Result 1. Project Background Robo-advisers are digital platforms that provide automated, algorithm-driven financial planning services with little to no human supervision. They provide more accessible investing and money management options at a fraction of what you historically pay with traditional advisers. However a large number of people with no investment experience still find it difficult to start with investing. A fintech startup saw an opportunity to support these customers and asked for my help. 2. Objective Develop an MVP that give novices and advanced beginners access to a suite of digital tools and financial products that will assist them in achieving their life goals. . 3. User Research To find out about the difficulties people encounter when investing, we spoke with beginners and advanced beginners in interviews. The following are some of the most frequently mentioned concerns: “I don’t know how to start.”Employee, 26 “I feel like I need a degree in finance.”Housewife, 36 “I don’t know if I get the return I was promised.”Employee, 52 4. Customer Journeys We visualized a novice and advanced beginner's journey from the time they sign up to the time they begin investing using insights from user interviews. Both journeys illustrate that when a novice or advanced beginner becomes involved in investing during the Growth phase, their level of satisfaction is either rock bottom or declines, and they lose interaction with the investment platform. <img width="3296" height="2096" width_o="3296" height_o="2096" src_o="https://cortex.persona.co/t/original/i/7b5714aa2e38ff26f993af921b5946f6e0a44357f3b8db773520ef3359864328/OAC.png" data-mid="1202034" border="0" /> 5. Service Blueprint The journeys as shown above confirmed what we already assumed. To increase the level of satisfaction of a novice and advanced beginner, we mapped out a path that will help them to identify their reason to invest, keep them invested (in good and bad times) and broaden their investment scope, rather than focusing on risk profiles, as most robo-advisers do. This process was outlined in a service blueprint for a novice, and a service blueprint for an advanced beginner, along with supporting processes, programs and partners. <img width="5024" height="2966" width_o="5024" height_o="2966" src_o="https://cortex.persona.co/t/original/i/e63941a12f9332ba313da9cca8ababd7af65e80ffbeee575d2ff631fd7ff2892/Service-blueprint-P1.png" data-mid="1200546" border="0" /> <img width="4032" height="2966" width_o="4032" height_o="2966" src_o="https://cortex.persona.co/t/original/i/8b914cb5bbe0c1f511f3b2f07f3094ed0b6dc3e440543d5ea99c86bc0a3688aa/Service-blueprint-P2.png" data-mid="1200545" border="0" /> We worked closely with a selected group of private investment funds. This collaboration resulted in a suite of accessible financial products to help&nbsp;increase the level of satisfaction and&nbsp;keep clients invested. 6. Screens <img width="3200" height="2000" width_o="3200" height_o="2000" src_o="https://cortex.persona.co/t/original/i/e44077c87c7c5b056eae4dd46b1c7e7830466e23ef061b4feb8f5fece93482d9/Select-your-reason.png" data-mid="1222590" border="0" /> Pain point When presented with risk profiles, many people are unsure of their own risk profile and are unsure of which option to select. Solution It is more useful if a user can select a life goal or a reason to invest, because the majority of individuals are aware of what they want to accomplish with their investment. Pain point Many users are unable to base their decisions on a single investment scenario. SolutionFor most users, having two or three relevant investment scenarios presented on a single screen allows them to compare them easily and reach a decision. <img width="4800" height="3000" width_o="4800" height_o="3000" src_o="https://cortex.persona.co/t/original/i/ccf33696f5e0b98f6d4a5217470f98a659b8e492f77dcdb5a1f9951b61623fea/3-scenarios.png" data-mid="1222594" border="0" /> <img width="3200" height="2000" width_o="3200" height_o="2000" src_o="https://cortex.persona.co/t/original/i/501dc76b9dc340ae07c3a0cd1eef1a990f96025dca27cbe658eba3d004223a28/Knowledge-bar.png" data-mid="1222596" border="0" /> Pain point The majority of users have trouble following the information on an investment platform. SolutionWhen a user selects the Knowlege Bar buton at the right top of the screen, a page shows up explaining the major topics related to that page.&nbsp; Pain point Some users simply switch off of when they see diagrams and information graphics. "Too complicated" or "not for me" are phrases that we heard during user interviews. SolutionTo make the progress of an investment visually acceptable, an investment is presented as a loop (the loop is similar to what you see in health apps).&nbsp; <img width="3200" height="2000" width_o="3200" height_o="2000" src_o="https://cortex.persona.co/t/original/i/ad400f895843de54ef8a13d3571c8cc5882b828f8ca485063a67a8fa23d528e8/Dashboard-1.png" data-mid="1222597" border="0" /> <img width="4800" height="3000" width_o="4800" height_o="3000" src_o="https://cortex.persona.co/t/original/i/daebf64e1551c569e4679a25a5975990e44e3793eb571d1b13ab9b9c65dbce03/Dashboard-2.png" data-mid="1222599" border="0" /> Pain point Some users just want &nbsp;to see their investment information in a regular way. SolutionThe panel flips and displays the investment information in regular text and diagrams when the user clicks on the switch button below it. Pain point Users do not always stay invested, and as a result, they miss out on the maximum profit from their investments. SolutionOne solution is to provide a cashflow management app so that users know what comes in and what goes out and how much to allocate for their investments. <img width="3200" height="2000" width_o="3200" height_o="2000" src_o="https://cortex.persona.co/t/original/i/3d17e7eaa70ba6b1ac1ed945e760b1ee94fd6bb443b365ef25bf15256166fd0e/Cashflow-management.png" data-mid="1222603" border="0" /> 7. ResultPotential customers have now the opportunity to sign up for the robo-adviser. A step by step guide takes the customer through the investment process. After completing the process, the customer gains access to their dashboard and the customer can track the progress of their new investment. The robo-advisor stays in close contact with the customer, supporting the customer in their journey with advise, digital tools and relevant financial products. The start-up is now looking to secure investments to accelerate software development and ramp up their service capabilities.&nbsp; Next: Social Media Platform →Bringing Young Fans and Retired Athletes Together Say HelloRobert Crain→ ← Home ← Home Making Investing Simple Year2022 CompanyFintech start-upRegion SingaporeRoleSenior UX strategistDeliverableMVP Index 1. Project Background2.... http://robertcrain.one/Social-media-Platform Sun, 12 Jun 2022 05:35:41 +0000 robert-crain 425766 ← Home Bringing Young Fans and Retired Athletes Together Year2021 CompanySocial media start-up RegionUSA RoleSenior UX Strategist DeliverableCustomer Journeys <img width="3200" height="2000" width_o="3200" height_o="2000" src_o="https://cortex.persona.co/t/original/i/6eb18d8cf55b272f64a4ff7ecde23bda7df80e5a9dfc77b7ce88438eb40e74b9/1.png" data-mid="1232319" border="0" /> Index 1. Project background2. Objective3. User Research4. Customer Journeys5. Screens6. Result 1. Project background Athletes are positive role models for young people. A startup with strong ties to the athlete community in the U.S. saw an opportunity and developed an idea for a social media platform that connects athletes and young people. The startup's goal was to launch their MVP as soon as possible. Despite the fact that the startup tapped into a large pool of athletes, there was no clear understanding of what their users required and what they could offer to help them. 2. Objective Identify the target groups and their needs.&nbsp;Create and prioritize features that will further support our target groups. 3. User Research The team identified two target audiences: young sports fans aged 18 to 25, and retired athletes.&nbsp;Young fans are drawn to athletes not only for what they represent in their sports and lifestyles, but also for what they can teach them.&nbsp;Retired athletes have the freedom to use their time in new ways, but occasionally find themselves without direction or discipline. Young sports fans key insights: Athletes from all backgrounds can help young sports fans advance in life.“You don’t have to be top tier, as long as you have experienced some form of success.”Rugby &amp; E-sports fanYoung sports fans value having close ties with athletes. “You become that athlete when they reach out to you.”Basketball fanYoung sports fans are prepared to pay for content. “I pay if I know it is exclusive.”Football &amp; Track fanAccording to additional research, young female sports fans do not feel safe on popular social media platforms. Bullying and harassment drive them "underground," making it difficult for them to connect with peers and fans. Retired athletes key insights: Retired athletes see themselves as mentor.“The converation is about chaising dreams, getting people eduated, live skills, being a good person.”Ex-NFL Retired athletes are customer focused. “The question is what do customers need. We offer a service, that is what we do.” Ex-NFL Retired athletes want attention. “We have all this knowledge but I want share it with people. I need the crowd!”Ex-Track &amp; Field It's worth noting that female athletes (both active and retired) aren't as active on social media platforms as male athletes, due to the reality that these platforms are often unsafe and hostile to women.&nbsp; 4. Customer Journeys The collected insights from young sports fans and retired athletes were implemented in the following customer journeys: <img width="1190" height="1290" width_o="1190" height_o="1290" src_o="https://cortex.persona.co/t/original/i/2410a0315c3159fa3efabf113f45e5548ff92fd9616f5520ff39a5d900a1622d/1.-Young-Adult-Female-Sports-Fan-18-25.png" data-mid="1224843" border="0" /> <img width="1190" height="1290" width_o="1190" height_o="1290" src_o="https://cortex.persona.co/t/original/i/c5d321500b1769229d9bc85a7691e24b188e0df109b226808c4285ef66601979/2.-Young-Adult-Male-Sports-Fan-18-25.png" data-mid="1224842" border="0" /> Expectations regarding the safety of platforms or locating athletes who can assist you in progressing are not met by the end of the journey, and emotional and engagement levels plummet significantly.&nbsp; <img width="1190" height="1290" width_o="1190" height_o="1290" src_o="https://cortex.persona.co/t/original/i/251f4f16fdc4a096ff45182312097b9eb3595203c3d1767517c0d15d69a18551/7.-Retired-Female-Athlete-36-55.png" data-mid="1224615" border="0" /> <img width="1190" height="1290" width_o="1190" height_o="1290" src_o="https://cortex.persona.co/t/original/i/716ab4d3200b4ad8e224d0343c575a76209774c002a4ae16694709a1ef2e9bff/7.-Retired-Male-Athlete-36-55.png" data-mid="1224847" border="0" /> Because of a lack of professional guidance and clear directions, the retired female athlete's engagement is high while her emotions remain constant, whereas the retired male athlete's engagement is low while his emotions remain constant. 5. Screens <img width="3200" height="2000" width_o="3200" height_o="2000" src_o="https://cortex.persona.co/t/original/i/7cb6b2430fdd2b4c73c3e8d15564f7cc74a4040cf4462faab44b3d0c8aaf8098/17.png" data-mid="1224853" border="0" />Onboarding for young sports fansThe platform assures young sports fans that it is 100% dedicated to sports and is safe to use. Onboarding for retired athletes(the platform adresses retired athletes as athletes)&nbsp;The platform guarantees retired athletes that it is entirely focused on sports and enables them to access resources and expert assistance. <img width="3200" height="2000" width_o="3200" height_o="2000" src_o="https://cortex.persona.co/t/original/i/de8787214a389e6bec7e426e06fcf10954d97debb10b6a24a6c95717a0206861/18.png" data-mid="1224854" border="0" /> <img width="3200" height="2000" width_o="3200" height_o="2000" src_o="https://cortex.persona.co/t/original/i/0eb4acac3a7279b478b320f26e8b36241b584fd088e9f1adce6372c921a594b3/7.png" data-mid="1224865" border="0" /> Access to athletesBased on their preferences and needs, young sports fans have access to all types of active and retired athletes. Tools for retired athletesAthletes can choose from a variety of options that produce a range of mentors and resources to aid in their development. <img width="3200" height="2000" width_o="3200" height_o="2000" src_o="https://cortex.persona.co/t/original/i/51e2b6a8f8684f5aa9d48894b65839099bacb0298836c967cfb0a72ffd6fcc83/20.png" data-mid="1224866" border="0" /> 6. Result There is a solid foundation to build on.The startup has begun to develop educational programs, and the platform is attracting an increasing number of athletes and fans. Next: Food Delivery Platform →Delivering Japanese Food Across the Whole of the UK Say HelloRobert Crain→ ← Home ← Home Bringing Young Fans and Retired Athletes Together Year2021 CompanySocial media start-up RegionUSA RoleSenior UX Strategist DeliverableCustomer... http://robertcrain.one/Merchant-experience Sun, 10 May 2020 09:00:50 +0000 robert-crain 366675 ← HomeImproving the Merchant Experience The ChallengeUnderstand a vendor’s needs. The Result A tool that allows stakeholders to make merchant centered business decisions. The digital transaction field is getting more crowded and merchants are constantly considering what their needs are to pick the service that suits those needs. To understand those needs, the team investigated small and medium-sized merchants (&lt;1 Billion AGMV), big merchants (&gt;1 Billion AGMV), supporting teams, services and systems involved in supporting merchants. <img width="5040" height="6140" width_o="5040" height_o="6140" src_o="https://cortex.persona.co/t/original/i/063e3d0acf9a2d4b749d4c1c49a31d58c5f77c71d6978448dbbf783ab1cc36e0/medium-sized-merchant.png" data-mid="923807" border="0" /> <img width="5040" height="6140" width_o="5040" height_o="6140" src_o="https://cortex.persona.co/t/original/i/fe0a24482ef4f29456ed688cac0843148dfeb2b6904e977ca888d93a583a574e/Big-Merchant.png" data-mid="923808" border="0" /> Prospect engagement is relatively low during the discovery and retention phase, and only raises a peak during the integration phase. We discovered that some of the services are using outdated systems, and even involves manual actions all of which is time consuming and prone to errors. There was a lack of consistency in the service offering sending a mixed message to prospects and existing clients. We saw an opportunity to improve services led by merchant needs. We worked closely with the supporting teams, visualized a map for small/mid-sized merchants ( &lt;1 billion AGMV) and big merchant ( 1&gt; billion AGMV), and identified and sized the most important issues. Next: Crewing Dashboard →Reshaping the Maritime IndustrySay HelloRobert Crain→ ← Home ← HomeImproving the Merchant Experience The ChallengeUnderstand a vendor’s needs. The Result A tool that allows stakeholders to make merchant centered... http://robertcrain.one/Customer-Experience Sat, 09 May 2020 08:15:19 +0000 robert-crain 366544 ← Home Rethinking A Customer Experience The ChallengeAdjust the current candidate experience to the needs of the organization, and the candidates. The Result A candidate centered program that supports hiring managers and&nbsp;identifies candidates with the right company fit. I was fortunate to cooperate with a very talented group of service designers on a number of challenging projects, ranging from rethinking customer experiences to adjusting hiring processes.&nbsp;We saw opportunities for improvement, revisited current states and suggested future states. The work represented here is certainly not from my hand only and I am &nbsp;&nbsp; <img width="8360" height="2492" width_o="8360" height_o="2492" src_o="https://cortex.persona.co/t/original/i/5d533c70a7671816b0bb32675eadb3d32372caa6ffd836bf53704d8d00a6e912/Scale-3.jpg" data-mid="918571" border="0" /> The first graph shows the hiring time within APAC, the graphs below show the hiring time of the organization per team. To understand how previous candidates experienced the hiring process we deployed a survey under employees who applied within the last 3 months. The number of previous candidates had to cover all active teams within the company, &nbsp; "It took so much time that I marked it off mentally in my mind that I probably wasn’t going to hear back from the company"Candidate <img width="3796" height="1646" width_o="3796" height_o="1646" src_o="https://cortex.persona.co/t/original/i/2383e1289e3b56c7166002abb828f525fa38de9da7abd54c3aaad23658ea8b5b/PRINT-Current-hiring-process-Experience---Candidate.png" data-mid="918596" border="0" /> Most candidates rate the hiring process as positive, with a few significant outliers under the baseline. <img width="3796" height="1680" width_o="3796" height_o="1680" src_o="https://cortex.persona.co/t/original/i/86ad4829410c7e1c1f9dbb32e3d276e079a886f413427e95756527af3deaf4e0/PRINT-Current-hiring-process-Experience---hiring-manager.png" data-mid="918597" border="0" />Diversity in hiring process approach per team Another survey was deployed under team leaders responsible for hiring candidates.&nbsp; "The team leader talks and the candidate listens".Team leader At this point, we decided first on developing and testing a program that supports the hiring manager and ensures a candidate centered experience. <img width="4422" height="2424" width_o="4422" height_o="2424" src_o="https://cortex.persona.co/t/original/i/06b66f6b365bccd664052ec474075fc58b4663d881091a4a85c8bc23c95451d6/07-Hiring-process-model-5.png" data-mid="917966" border="0" />Next: ... →...Say HelloRobert Crain →← Home ← Home Rethinking A Customer Experience The ChallengeAdjust the current candidate experience to the needs of the organization, and the candidates. The... http://robertcrain.one/Popular-Fastfood-Retailer Wed, 24 Apr 2019 17:28:57 +0000 robert-crain 321035 ← HomeImproving Japan's Most Popular Fast Food App&nbsp;Year2019 CompanyPublicis Sapient RegionTokyo, Japan RoleUX team lead DeliverableProduct improvements <img width="3200" height="2000" width_o="3200" height_o="2000" src_o="https://cortex.persona.co/t/original/i/d37af2d4d8300d16f65258b20e67ade3ba8bd2e84ade5cd82c7ff0e5cd29884c/16.png" data-mid="1232317" border="0" /> Index 1. Project Background2. Objective3. User Research4. Design Process5. Screen Improvements6. Result 1. Project Background Japan’s most popular fast food apps asked Publicis Sapient to improve the app. Despite positive user feedback and numerous downloads, app usage fell short of the client’s expectations. Publicis Sapient put together a team to work on the app both at the client's corporate headquarters and the Publicis Sapient office. 2. Objective Improve the average order value. 3. User Research We identified four target groups and followed them over time during our user study. We discovered that in order to boost average order value, we should target Japanese salary men and women, who spend more time and money in restaurants than the other target categories.(see the red dots in the graphics below).&nbsp; <img width="3284" height="3284" width_o="3284" height_o="3284" src_o="https://cortex.persona.co/t/original/i/4415bdc9c3c8acafdea2c238b93ac9e6e3c68a2b172b1c09d76e23249a6d76ee/1.png" data-mid="1233990" border="0" /> 1. Salary man &amp; woman (45-65) <img width="3284" height="3284" width_o="3284" height_o="3284" src_o="https://cortex.persona.co/t/original/i/7551306474ba5ae3b79563e77e83892a24877a8c69b53bcb831e7da3207735aa/2.png" data-mid="1233991" border="0" /> 2. Salary man &amp; woman (25-44) <img width="3284" height="3284" width_o="3284" height_o="3284" src_o="https://cortex.persona.co/t/original/i/a7dbac393b2659d4dddc283ea466dcb498d3d6e183a1b9e21c15ab1434f72210/4.png" data-mid="1233992" border="0" /> 3. Stay at home mother <img width="3284" height="3284" width_o="3284" height_o="3284" src_o="https://cortex.persona.co/t/original/i/6b155fc0a88f99bb83ee09fb138732d192fc7beeb3f0f7b06c33e4c74f8972e2/3.png" data-mid="1233993" border="0" /> 4. Working mothers With this insight, we modified the current state of the key task flow to the future state of the key task flow to better serve this target group. <img width="4160" height="1662" width_o="4160" height_o="1662" src_o="https://cortex.persona.co/t/original/i/3473b04aca61d5357ba75ff5b421be682063f6114338e823a8c047f1f32c98dc/Current-task-flow.png" data-mid="1233997" border="0" /> 1. Current state key task flow <img width="5696" height="3040" width_o="5696" height_o="3040" src_o="https://cortex.persona.co/t/original/i/7e4b35913b890f5790ce6f2a569954dfac70dcc0c403761e052220c17629a01b/Future-task-flow.png" data-mid="1233995" border="0" /> 2. Future state key task flow 4. Design Process <img width="4032" height="3024" width_o="4032" height_o="3024" src_o="https://cortex.persona.co/t/original/i/339dc1187d1561ae9abb314d382c2ca0007d30753df1de61208935d6f2537246/IMG_1971.png" data-mid="1222997" border="0" />Given that we only had a limited amount of time, we focused on conducting brief design sprints.&nbsp; We worked closely with all of our stakeholders.&nbsp;Ideas and designs were developed collaboratively, and they assisted us in selecting the best ones. <img width="4032" height="3024" width_o="4032" height_o="3024" src_o="https://cortex.persona.co/t/original/i/199177587b25e98880233222a503edc40fc6fab91a340669a8d24dbd562f506e/IMG_1970.png" data-mid="1223004" border="0" /> <img width="4032" height="3024" width_o="4032" height_o="3024" src_o="https://cortex.persona.co/t/original/i/56132fabbe86ac9898dd463b10b965a5d0840323fa9e3f5e1e44b114c3d2fb60/IMG_1867.png" data-mid="1223001" border="0" /> Numerous user observations and interviews were conducted, and our stakeholders were on hand to assist the team with their efforts. 5. Screen Improvements <img width="3200" height="2000" width_o="3200" height_o="2000" src_o="https://cortex.persona.co/t/original/i/abcef08e2e0003038f7a5cf5ed0ca2a3eeb7f350f0df8d189984f4c93422b049/4.png" data-mid="1222830" border="0" /> Pain point During our observations, we discovered that users did not notice the price on product cards.As a result, there was confusion and a high drop off rate when people were looking for products. SolutionAfter a few tries and mistakes, we found that the upper left corner of the product card was the optimum location for the pricing. Pain point Customers tend to repeat previous orders, which doesn’t improve the average order value. Solution We assumed that variation is necessary to persuade customers to change their order and used a customer's previous order as our starting point.&nbsp;We validated our assumptions by experimenting with different ways for customers to adjust their previous orders, whether through cross-selling (as shown in this example), relevant coupons, or targeted email ads. <img width="3200" height="2000" width_o="3200" height_o="2000" src_o="https://cortex.persona.co/t/original/i/5bce4ea83b70ffd22059791897a96ae3bd9d5bb6773d2106388f225c5b20a0f6/5.png" data-mid="1222969" border="0" /> <img width="3200" height="2000" width_o="3200" height_o="2000" src_o="https://cortex.persona.co/t/original/i/cd8113cfcf92ab50d09a810ac208e8c84cb111da5571fe4553567eda9844648e/2.png" data-mid="1222832" border="0" /> Pain point Many customers complained about the visibility of the order number when shown at the counter of a restaurant. SolutionThe order number was enlarged and positioned beneath the product image and price. Pain point Coupons are an important component of the app, but for some customers, they are the only reason to use it. Our stakeholders asked us to look into other ways to bring coupons to the forefront of people's minds without jeopardizing the user experience. SolutionWe put a couple ideas to the test. One of them was to display coupons after a product was chosen. <img width="3200" height="2000" width_o="3200" height_o="2000" src_o="https://cortex.persona.co/t/original/i/69b4067f64776b8ac2739f5aad12da7146af10819304c8514cde337c41074f8e/1.png" data-mid="1222836" border="0" /> <img width="3200" height="2000" width_o="3200" height_o="2000" src_o="https://cortex.persona.co/t/original/i/e502561d2f70ebcb91a3836736db6bf58afdb20379ce4ad75778dd55967087ec/16.png" data-mid="1222839" border="0" /> Pain point In the course of our research, we discovered that users simply skimmed the landing page without noticing the ads. SolutionWe couldn't do much about the ads because they were handled by other agencies. However, we tested the landing page with a white space of 16 pixels between the ads to make them stand out more. 6. Result We had no involvement in the execution of the requested features, and other teams contributed to the app's success as well. Despite this, the app quickly became one of Japan's most popular fast food applications, and we are certain that our efforts established the groundwork for its success. Next: Robo Advisor→ Making Investing Simple Say Hello Robert Crain→← Home ← HomeImproving Japan's Most Popular Fast Food App&nbsp;Year2019 CompanyPublicis Sapient RegionTokyo, Japan RoleUX team lead DeliverableProduct improvements... http://robertcrain.one/Selected-Logos Sat, 20 Apr 2019 12:28:21 +0000 robert-crain 320452 ← HomeA Selection of Simple Shapes and Timeless TypographyYears:&nbsp;2009-2019. Deliverables: Brand Identity,&nbsp;Brandguidelines. Company: Early Startups, Global Companies. Services: Ideation, Brand Strategy, Visual Design. <img width="899" height="911" width_o="899" height_o="911" src_o="https://cortex.persona.co/t/original/i/fa734f10243e97f9457ecfdc180f4261899b16aa9980b6b0f4407e9c303489bb/ROBERTCRAIN-LOGO-BEB1.png" data-mid="691634" border="0" /> Better E Bike <img width="899" height="911" width_o="899" height_o="911" src_o="https://cortex.persona.co/t/original/i/4fe8cfa7c43fe5e1c77ae0cbc91f957127a0105f734bffc29c5bd289c985f67a/ROBERTCRAIN-LOGO-BEB2.png" data-mid="691635" border="0" />Better E Bike (unused) <img width="899" height="911" width_o="899" height_o="911" src_o="https://cortex.persona.co/t/original/i/9591c632a99bc059e07c67efeeeb20d232d84076d26c57062697de526cc59836/ROBERTCRAIN-LOGO-IDNA.png" data-mid="691636" border="0" /> 2009 - IDNA <img width="899" height="911" width_o="899" height_o="911" src_o="https://cortex.persona.co/t/original/i/50bcd551c105249a4d918eec795e41aac99b07125378d551a69dcda2a5290ef5/ROBERTCRAIN-LOGO-ITPIA.png" data-mid="691637" border="0" /> 2010 - Itopia <img width="899" height="911" width_o="899" height_o="911" src_o="https://cortex.persona.co/t/original/i/2b7c46d4707eca1a9baf211c499f8711251318c784449f62aa19f2439cc5d0ad/ROBERTCRAIN-LOGO-JS1.png" data-mid="691638" border="0" /> 2014 - Japanese Salon <img width="899" height="911" width_o="899" height_o="911" src_o="https://cortex.persona.co/t/original/i/78de30fd241338b79ee9f9b46db55a05664453a5daa48a7ed9a06dd9c96de39a/ROBERTCRAIN-LOGO-JS2.png" data-mid="691639" border="0" /> 2014 - Japanese Salon (unused) <img width="899" height="911" width_o="899" height_o="911" src_o="https://cortex.persona.co/t/original/i/bc31ccc559e0d28b6afc16af734296a83a621796571292ac633407abfb7fc653/ROBERTCRAIN-LOGO-NCB.png" data-mid="691640" border="0" /> 2011 - Alahli Bank (unused)&nbsp; <img width="899" height="911" width_o="899" height_o="911" src_o="https://cortex.persona.co/t/original/i/90dabf2332b4436de314f6a6a82d86914255efd5121b8346c28551c3438184a2/ROBERTCRAIN-LOGO-PCHRKA.png" data-mid="691641" border="0" /> 2017 - Idea Pichorka <img width="899" height="911" width_o="899" height_o="911" src_o="https://cortex.persona.co/t/original/i/21e476a30c5667e99adb59c85fd135057aedce0a691787117c3471b9e99fcd8c/ROBERTCRAIN-LOGO-UDCI.png" data-mid="691643" border="0" /> 2012 - UDCI <img width="899" height="911" width_o="899" height_o="911" src_o="https://cortex.persona.co/t/original/i/1154cd7b926b25817ca9ce6c90e4d649c8401d13cf103b4217418d537c74f8d4/ROBERTCRAIN-LOGO-UDCI3.png" data-mid="691645" border="0" /> 2012 - UDCI (unused) <img width="899" height="911" width_o="899" height_o="911" src_o="https://cortex.persona.co/t/original/i/ece71267cdf6faad2f3f3e54b74040397abb4f148811d008aeed66937ec2bb12/ROBERTCRAIN-LOGO-SWTCH.png" data-mid="691642" border="0" /> 2012 - Switch <img width="899" height="911" width_o="899" height_o="911" src_o="https://cortex.persona.co/t/original/i/b1376739e9fae16bb8b1acec488ba801a7de6760846cff33d8f75a63f90ef842/ROBERTCRAIN-LOGO-MRTDE.png" data-mid="691800" border="0" /> 2018 - Martide Next: Food Delivery Platform →Delivering Japanese Food Across the Whole of the UK Say HelloRobert Crain→ ← Home ← HomeA Selection of Simple Shapes and Timeless TypographyYears:&nbsp;2009-2019. Deliverables: Brand Identity,&nbsp;Brandguidelines. Company: Early Startups,... http://robertcrain.one/Crewing-Dashboard Fri, 08 Feb 2019 01:42:55 +0000 robert-crain 310665 ← Home The Right Crew for Every Ship in the World Year: 2018-2019. Deliverables: Job Search &amp; SaaS Crewing Platform . Company: Martide. Services: Ideation, Information Architecture, Brand Strategy, UX/UI Design, Visual Design, Design Lead. <img width="3200" height="2400" width_o="3200" height_o="2400" src_o="https://cortex.persona.co/t/original/i/be8d4a0f6ce443f89a4a6c78309844e8897cc8fdfa7ef1e08622db27c1993a7c/Project-9.8.png" data-mid="658354" border="0" /> <img width="3200" height="2400" width_o="3200" height_o="2400" src_o="https://cortex.persona.co/t/original/i/4ae50b1d9d33485eda3add982cbbe56edf40f0da9ccb34bf2d02cfad3fd2157e/Project-9.9.png" data-mid="699872" border="0" /> <img width="3200" height="2400" width_o="3200" height_o="2400" src_o="https://cortex.persona.co/t/original/i/d4579f7ccf4a49a37114d031e6faf026d5fdc232165bba9336d5157cf02dc27b/Project-9.10.png" data-mid="699873" border="0" /> <img width="3200" height="2400" width_o="3200" height_o="2400" src_o="https://cortex.persona.co/t/original/i/2d92593843c48fbf0563221ea281ae15766535828822df56de935d8f97f50e1c/Project-9.11.png" data-mid="699874" border="0" /> Martide is a global full service maritime crewing agency who&nbsp;launched a couple of years ago a job search engine for seafarers, and a SaaS crew management system for shipowners and crewing operators.&nbsp; Engine and system were visually heavy and difficult for users to find information and take action. We went back to the essence and simplyfied the navigation, standardized the architecture, and reduced the number of visual elements.&nbsp; The resulting platforms display visual unity and a clear structure. What used to be a collection of heavily designed screens, transformed into a user focused experience. <img width="3200" height="2400" width_o="3200" height_o="2400" src_o="https://cortex.persona.co/t/original/i/5f8bbad6f891fceb50021a694769f6a62fcb3cf1f4159b8b0c7cb34eb2c9e336/Project-9.3.png" data-mid="658355" border="0" /> Job search engine for seafarers. <img width="1600" height="1200" width_o="1600" height_o="1200" src_o="https://cortex.persona.co/t/original/i/f8ce13824c9c6eee6f0ac84fb6da70ce37d165a3997849040b713a371ba4ecd2/Project-9.2.png" data-mid="695123" border="0" /> General landingpage. <img width="1600" height="1200" width_o="1600" height_o="1200" src_o="https://cortex.persona.co/t/original/i/cd8861085148f7e28f8bcf5fbbde2db03d7bd5b041b3b85c3a4604ffd2d6f1f4/Project-9.1.png" data-mid="658298" border="0" /> Product landingpage for shipowners and crewing operators. Next: Social Media Management Tool →All Your Digital Channels in One Go Robert Crain→← Home ← Home The Right Crew for Every Ship in the World Year: 2018-2019. Deliverables: Job Search &amp; SaaS Crewing Platform . Company: Martide. Services:... http://robertcrain.one/SMM-Editor Fri, 05 Jan 2018 20:44:50 +0000 robert-crain 240718 ← Home Your Channels Streamlined All At Once Year 2017, Region APAC.Challenge Improve the workflow of social media managers and directors.Outcome Social Media Management dashboard that supports all popular social media platforms. <img width="1600" height="1200" width_o="1600" height_o="1200" src_o="https://cortex.persona.co/t/original/i/61ee3ebb3cbae3dfeb845964b5e994ae1ce33fa1c2e5080bfe39541242bb0d6c/Project-1.5.png" data-mid="472151" border="0" /> The inability to adjust a post in real time across a number of digital channels is one of the major frustrations social media professionals experience every day. Our team saw an opportunity to change the narrative and designed a new social media editor from the ground up. We started with interviewing a diverse group of content creators, and they gave us a much needed insight about our target group's user needs: “I can't adjust my channels with my brand assets at once. That is why I have an account for almost every image and text editor available!”.Social Media Director “I wouldn’t have signed up for Platform X if I would have known that there was no possibility to adjust my content with my brand assets”. Head of Social “I don't have time to hop from one tool to another, yet that is what I do all day”. Head of Digital APAC Responding to these comments, the team took a good look at existing tools and decided to design a new tool from the ground up.&nbsp;One of the requirements was to use familiar design patterns found in popular content creation tools, so people can hit the ground running. However our assumptions had to be tested first, therefore&nbsp;the team set out to define a number of hypotheses (as shown below) for usertesting after finishing the wireframes: <img width="1600" height="1200" width_o="1600" height_o="1200" src_o="https://cortex.persona.co/t/original/i/c6f6260c5bf3ffa7966a0807143f685672f277229ac275cd743d014c397bfdf2/Project-1.1.png" data-mid="472150" border="0" /> "Does the artboard in the centre of the feature give the user enough incentive to start?"Hypothesis #2 <img width="1600" height="1200" width_o="1600" height_o="1200" src_o="https://cortex.persona.co/t/original/i/0b03d9696b7c86c8aa469bafb8dcc168c530ec6ec47492300815fecebbdc14ff/Project-1.2.png" data-mid="472152" border="0" /> "Do users drag the items in the modules on the left and right side of the application into the artboard at the centre of the feature?" Hypothesis #3 <img width="1600" height="1200" width_o="1600" height_o="1200" src_o="https://cortex.persona.co/t/original/i/7ddcf5de215ae148f4f306020c049206dcb33c2a57a300c29d44f28ad7779241/Project-1.4.png" data-mid="472153" border="0" /> Is the difference between the modules “artboard” and “canvas” on the right side of the feature clear to a user? Hypothesis #4 <img width="1600" height="1200" width_o="1600" height_o="1200" src_o="https://cortex.persona.co/t/original/i/61ee3ebb3cbae3dfeb845964b5e994ae1ce33fa1c2e5080bfe39541242bb0d6c/Project-1.5.png" data-mid="472151" border="0" /> Does the user feel empowered before and after using the SMM Editor? Hypothesis #19 The main challenge was to allow social media professionals to adjust posts across a number of digital channels&nbsp;and tests showed encouraging results. The wireframes went into production and the final product is now available. Next: Content Platform →Premium Content in One Location Say HelloRobert Crain→ ← Home ← Home Your Channels Streamlined All At Once Year 2017, Region APAC.Challenge Improve the workflow of social media managers and directors.Outcome Social Media...