Bryan Daniel

For a successful customer experience ( emerging device, enterprise application, web marketing or web app project ), you need someone who can Collaborate closely in an Agile Definition team and with a Delivery team to ensure that the desired user experience is delivered! Effectively translate “the ask” and requirements of the Business to IT & Creative… Elicit and elaborate the user stories: needs, tasks and goals of the user … Guide and collaborate with the Agile team stakeholders with the Business owners utilizing best practices and thought leadership… Define the user experience with user stories, wireframes, mockups, prototypes, style guides & supporting documentation… I’m that someone Bridging the Gap Systematically research the user’s needs and become their advocate… 2

Contents Remote Work Case Studies & Work Product Remote Work Case Studies & Work Product Nissan Landing Pages Nissan Landing Pages Nissan Landing Pages Nissan Landing Pages – UX Architect & Program Mgr CDE Site Discovery & Recommendations CDE Site Discovery & Recommendations CDE Site Discovery & Recommendations CDE Site Discovery & Recommendations – UX Lead, Business Analyst United Heath Group Salesforce.com Usability Audit & RecommendationsUnited Heath Group Salesforce.com Usability Audit & Recommendations United Heath Group Salesforce.com Usability Audit & Recommendations – Usability Lead, Business Analyst United Heath Group Salesforce.com Usability Audit & Recommendations AT&T Mobility, Customer Digital Experience AT&T Mobility, Customer Digital ExperienceAT&T Mobility, Customer Digital Experience AT&T Mobility, Customer Digital Experience – Business Analyst Capabilities Capabilities Capabilities Typical Deliverables Typical Deliverables Typical Deliverables Typical Deliverables 3 3

Nissan Case Study and Work Product 4

Nissan Landing Pages Challenge Worked 98% remotely from home in Arlington, TX As User Experience Architect and Program Manager o Overcome subterfuge of incumbent ‘agency of record’ that had originally produced corporate site and woefully inadequate initial version of landing pages o Lead the geo-dispersed, multi-discipline team to redesign the user experience from the ground up o Leverage a User-centered design approach in a retail environment o Bring a production partner to the table before budget was approved o Conduct best practices and competitive research o Optimize landing pages for search engines The Nissan landing pages had to be brought up to be competitive with other major automotive OEMs who had previously deployed sophisticated online shopping environments 5

Nissan Landing Pages Goal Produce a vastly improved user experience that is best practices-driven Integrating a wide range of stakeholder input Drive consumers further down the buying funnel Increase online leads Increase online lead conversion 6

Nissan Landing Pages Results Significant increases in performance of the landing pages for Fiscal Year 2009 over FY08 Lead requests up 307% in FY08 7

Nissan Landing Pages Results 8

Nissan Landing Pages Challenge Existing user experience was exceptionally poor Retail shopping suspects and prospects were not being moved further down the buying funnel Users’ needs, tasks and goals were highly neglected 9

Nissan Landing Pages “ On behalf of our Zimmerman Nissan Division, I want to THANK YOU for your dedication and relentless hard work to see this project come to life. From initial responses, it is our understanding that Nissan is very pleased. I think that in coming days and weeks we will hear more and I am confident we will get nothing but positive feedback. I have been building websites and technical applications for 15 years and this is, hands down, the smoothest, under pressure project I have been part of.” Brandon Rowe - Interactive Account Director Nissan Division, Zimmerman Advertising Client’s post-launch comment: 10

Deliverables User experience design Initial user experience and interaction design Landing page user experience best practices research Collaboration with Zimmerman Creative Director and Copywriter Direction and coaching with Zimmerman Creative Director and Copywriter Interaction Design Recommendations for Nissan landing pages design of user experience Default page Segment level Product level Hispanic Initial Information architecture and site map Mockups Working wireframes development Preparation of wireframes and recommendations for client review Collaboration for formalization of wireframes and IA User scenarios and user flows Evaluation of final wireframes Nissan Landing Pages Business Analyst Business requirements development Functional requirements development Writing & PowerPoint development for initial presentation to VP of Strategy at Zimmerman (Francisco) Presentation to VP of Strategy at Zimmerman Writing & PowerPoint development for initial presentation to Nissan client: Sr. Manager, Regional Marketing Competitive research and documentation Presentation and interview content writing & PowerPoint development to Nissan stakeholders Presentation and interview content writing & PowerPoint development to Omnicom and vendor partner stakeholders Conduct interviews with Nissan corporate stakeholders Conduct interviews with Nissan Regional and field marketing stakeholders Conduct interviews with Nissan vendor partner and agency stakeholders Collate and analyze interview responses Final interview responses report 11

Nissan Landing Pages Deliverables Program Manager Charged with management-level decisions for entire project Embedded (as a contractor) on Account Management team as Producer for the project Championed new focus on user experience for redesign Conceptualization for information architecture for redesign pages Direct client-facing responsibilities: in-person, on the phone and Direction and management of vendor partners’ project managers Project planning and management of Master project plan across four vendors and Zimmerman team members Executive-level communication and correspondence Coordination and communication with team members across a wide geography and 4 time zones: Los Angeles, Minneapolis, Chicago, Austin, Dallas, New York City, Nashville, Raleigh, NC, Washington, DC, Ft. Lauderdale Discovery and coordination of issues driving Online Media planning Discovery and coordination of issues/decisions driving Zip code processing application Recommendation of Production partner for engagement Information architecture (finalized) Redesigned pages production: Flash & DHTML Zip code processor application development Content Management System (CMS) Evaluation and recommendation of SEO partner Development of presentation to Nissan client Training and certification in client’s CMS Travel to Nashville, TN for client presentation Research, recommendation and engagement of User Experience/Usability testing partner Evaluation of working wireframes Usability testing Research and acquisition of databases for Zip code processing application Presentation to Nissan client Negotiation, conflict and resolution management with vendor partners on scheduling and resource-related issues 12

Deliverables Project Manager Direction, management and coordination of vendor partners Landing page production and Zip code processor application development CMS re-architecture SEO coordination User experience & Usability testing Client-interface with Nissan client for coordination and discovery Technical coordination, and discovery with Nissan interactive agency vendor Presentation to Nissan interactive agency vendor Interface with Nissan interactive agency vendor for landing pages hosting migration QA of Zip processor application in staging and live environments QA of landing pages in staging and live environments Coordination, scheduling documentation and reporting of client and vendor web meetings Direction, collaboration and coordination with Zimmerman team members QA of application and web pages Nissan Landing Pages 13

Center for Development Excellence Case Study and Work Product 14

CDE UX Discovery & Recommendations Working on client site for 3 days and then remotely from home in Arlington, TX for 5 weeks, as User Experience Strategist, employing a user-centered design approach, a discovery process of interviews and site analysis to document current stakeholder, company and user needs, to establish user profiles and strategic direction as drivers for final recommendations. UX best practices UX best practices System Architecture System Architecture Engagement Strategy Engagement Strategy Content Management System Content Management System Card Sorting Card Sorting Service Provider Service Provider Content Strategy Content Strategy Mobile user experience Mobile user experience Challenge 15

CDE UX Discovery & Recommendations Goal: Client requirements gathering, assess current user experience and navigation, then make recommendations for improvements to user experience and site‘s information architecture. Recommendations for integration of third-party eCommerce, marketing and online training applications with traditional online and mobile considerations for primarily non-domestic delivery. User experience analysis of Facilitated and conducted Content analysis and card-sorting User interviews and workshops User task analysis Analysis of user interviews Recommendations for user engagement and content strategy Final recommendations documentation and presentation Requirements gathering and documentation Initially acting in BA role & transitioned to UX Designer role CDE Critical Success Factors General Requirements Marketing and Requirements E-Commerce Requirements Content Management System Requirements Course Management Requirements Mobile Requirements High-level architecture 16 Deliverables

CDE Site Research Deliverables 17

Discovery & Card Sorting #Primary FunctionDescription 1 Site RegistrationEncourages the user to engage with CDE to opt-in for access to current and future unique information. Streamlines the registration and purchase process. 2 Training & CoursesCDE Seminars registration for: Master's Certificate Program USAID Seminars CDE e-Learning modules Events 3 About CDEDescription of: CDE It’s history It’s mission 4 Resources Local Compensation Plans White papers Internet References Software Subscription Newsletter 5 TestimonialsTestimonials from former training participants about: How the CDE training courses helped them enhance the capacity of their organization’s local development practitioners. How they are now better positioned to bid on, win, and implement donor assistance projects. 6 Shopping CartFunctionality that allows the user to select one or multiple courses and/or items (Books, content subscriptions, etc.) and offers options to purchase the selected items. Displays discounts and total charges. 7 Careers (Future)Offering job opening postings and career development resource content, either through a strategic partnership with an organization such as Devex or with originally developed content. 8 BlogThe CDE blog, usually maintained by an individual, provides regular entries of commentary, descriptions of events and will provide news on a particular subject. It will need to be determined if the CDE blog will enable the readers to leave comments in an interactive format as part of the blog. 18 Deliverables

CDE Site Recommendations Deliverables 19

CDE Site Recommendations Deliverables 20

Proposed Home Page Wireframe Deliverables #Primary Function 1Site Registration 2Training and Courses 3About CDE 4Resources 5Testimonials 6Shopping Cart 7Careers (Future) 8Blog (Exists on Current Site) 9MyCDE 10NavLinks 11Development News (Future) 12Promotional Area (Future) 13Logo – Links to Home 14Header Graphic

CDE Web Site Architecture Deliverables Initial Recommended State 22 Defined architecture and UX to completely redesign CDEhome.org to create a position of de facto leadership and deploy a sophisticated eCommerce environment to build a strong revenue generator.

CDE Web Site Architecture Deliverables Recommended Future System State Future architecture state recommended to deploy a sophisticated eCommerce environment, to include: CRM eCommerce eLearning Mgmt System Automated System CMS Registration System Consolidated Db 23

United HealthCare Group Case Study and Work Product 24

UHG Salesforce.com Usability Audit Challenge Working from agency’s office in Frisco, TX and from home in Arlington, TX, as User Experience consultant, conducted a discovery process of interviews and page-by-page app analysis to document current state of Salesforce.com custom implementation, as well as user needs, to establish tactical and strategic direction as basis for recommendations. UX Design Approach presentation UX Design Approach presentation Page-by-Page Application Analysis Page-by-Page Application Analysis Global Recommendations Global Recommendations Wireframes to support recommendations Wireframes to support recommendations Glossary of Terms Glossary of Terms Usability & Navigation recommendations Usability & Navigation recommendations Page & Navigation Mockups Page & Navigation Mockups Quick hits & Long-term recommendations Quick hits & Long-term recommendations 25

Salesforce.com Usability Recommedations Global recommendations for UHG Salesforce.com Global Tutor Page titles Labeling Above the Fold Header issue Primary Navigation Global navigation Chatter widget 26

UHG Salesforce.com Recommendations Page-by-Page analysis and Recommendations Annotated and numbered comments Quick win: Enhancements or improvements that can be implemented quickly Long-term win: Enhancements or improvements that will require significant lead time to implement Header issue Substandard usability notated: User experience needs immediate attention Less than optimal usability notated: User experience needs attention Great usability notated: Strong user experience. Good usability notated: Positive user experience. 27

UHG Salesforce.com Recommendations Supporting Wireframes Recommended wireframes development To illustrate recommendations, rapidly produced wireframes with page state change Detailed Notated wireframes 28

UHG Salesforce.com Recommendations Glossary of Terms & Legend 29

UHG Salesforce.com - UX Design Approach UX Design Approach presentation Scope did not include user research Recommended developing presentation for client education Rapidly produced presentation with sources and samples that I provided 30

Case Study and Work Product 31

AT&T Mobility Challenge With all our clients in Atlanta, GA offices, worked remotely from AT&T’s offices in Plano, TX and Richardson, TX and occasionally from home in Arlington, TX, as a Business Analyst from CGI embedded on team, involved as e-Commerce team member.Role eCommerce Business analyst for AT&T Mobility Customer Digital Experience team, for service & support web and mobile applications 32

AT&T Mobility eCom Business Analyst Activities Worked with business clients in Altanta, GA offfices System requirements/Content matrix (CMX) support for multiple AT&T Wireless Support applications via analyzing existing business requirements Formal Agile team and Scrum training Content matrix (CMX ) Subject Matter Expert (SME) for Business Requirement team Conducted training for CMX preparation, development and maintenance for Business Requirement team members in Atlanta, Dallas and Bothell, WA Interviewed multiple SMEs, technical and business stakeholders for content and detailed business rule development within ATT.com support domain Wireframe/HTML development/review process/iteration process with Customer Experience Team (CXT) across multiple time zones and geographies 33 Deliverables Formal Agile team and Scrum training Content matrix (CMX ) Subject Matter Expert (SME) for Business Requirement team Conducted training for CMX preparation, development and maintenance for Business Requirement team members in Atlanta, Dallas and Bothell, WA System requirements/Content matrix (CMX) support for multiple AT&T Wireless Support applications via analyzing existing business requirements Interviewed multiple SMEs, technical and business stakeholders for content and detailed business rule development within ATT.com support domain Wireframe/HTML development/review process/iteration process with Customer Experience Team (CXT) across multiple time zones and geographies

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UX Capabilities Product Development Using User-Centered Design methodology incorporating online user behavior, user research, usability, information architecture, editorial consulting, accessibility, visual design, interaction design, and animation Understands Business Drivers Quickly understands project business drivers and objectives to synthesize effective solutions within scope Visual Design Creative direction, creative development, copywriting, collaborating and managing User Interface visual design teams Expert resource management Project management timeline development, time management, writing and presentation skills 35

Capabilities Fast-Paced Demonstrated success in a fast-paced, interactive-agency-style environment including JWT and Tribal DDB Best practices Hands-on experience applying digital marketing best practices, including Web 2.0, SEO to produce effective online campaigns Create Natural and proven ability to articulate and develop and/or elaborate on creative concepts and visualizations Innovate New concept and idea innovation for clients and senior management (agency leadership and client senior management) Measure Define and measure success metrics to demonstrate UX ROI on client engagements Translate Ability to translate technical concepts to a non-technical audience 36

Capabilities Communicate Stakeholder communication with internal and client contacts at all levels of an organization Articulate Clear, compelling concept, sales & status presentations Estimate Assess scope and level of effort for new projects Passionate A passion for user engagement strategies Relate Ability to build both internal and external cross-functional relationships and collaborate closely with team members, managers, and executives across the enterprise Medicate (okay, it’s the only word that fit with my theme) Pharma & Healthcare experience with Eli Lily, P&G Pharma, Campbell-Wilson Consulting 37

Bryan Daniel Typical Deliverables 38

UX Deliverables Typical UX deliverables:  Requirements Gathering – BRD & FRD  User interviews, workshops and analysis  User-centered design consulting  Stakeholder interviews & workshops  Persona creation & documentation  Usability & User Experience Audits  User Story development & grooming  Initial UX concepts  Wireframe development  High fidelity mockups and/or prototypes 39

UX Deliverables Typical UX deliverables continued:  Content strategy  Content matrix for CMS  Task analysis  Card sorting exercises  Application flow and navigation  UI specification documentation  User flow development and documentation  Mind mapping  SEO consulting  Consultation for Creative, UI & IS Development 40

For a User Experience that gets results Contact 41