Overview
Working with 245D Consulting, I took on the key role of a UX Designer & Researcher, and together I tackled the complex objective of acquiring a 245D license and improving interactions for existing license holders who require professional assistance. Through strategic collaboration and meticulous research, I developed a user-focused touchpoint strategy. From initial research to touchpoint prototyping, witness the systematic evolution culminating in a Client Presentation Video and Final Prototype Package. This case study showcases a pragmatic design approach that simplifies and clarifies the application and licensing process for disability service providers, reshaping the landscape of 245D licensing.
Project Highlights
My role: UX Designer and Researcher
HCD Methods: Design Sprint, “Know, Don’t Know, and Assume”, Deep Dive, Stakeholder Interview, Guiding Strategy Statement, Touchpoint Strategy Map, Personas, Wireframes, Client Presentation Video and Prototype Package
Unknowns Addressed:
Facts and Assumptions
Know, Don’t Know, and Assume Figma Workspace
I started by gathering and structuring the collective company insights, concurrently identifying gaps in comprehension and scrutinizing assumptions to document reflections and enhance interview readiness by highlighting key areas of uncertainty.
Exploring the Abyss:
A Comprehensive Deep Dive
Deep Dive Figjam Workspace
To get a more profound grasp of the issue at hand, I strategically devised a plan to individually immerse myself in comprehending the mission and values of the 245D Consultant. Through this approach, I was able to formulate ideas for the project's process development.
Specifically, the focus revolved around addressing the following inquiries:
What exists in this space
How well does it work?
What problems still exist?
What’s important to the audience members/decision makers/influencers?
Where/how are there opportunities to make a change to this experience?
Are there similar experiences to learn from?
Engaging Stakeholders:
Perspectives Shared
Stakeholder interview conducted over Zoom
“Good providers are in high demand - and the state needs them. Mom and Pops who have the capacity to provide great care often do and we need these people to be able to provide services.” - The Client
After meeting with stakeholders and learning more about their goals, a strategy statement was developed.
Providers and clients seeking support
Setting Course:
Strategy's Guiding Framework
Guiding Strategy Statement:
“All user experience touch-points for 245D Consulting will help providers to feel support and enjoyment so that they are able to understand and navigate the frustratingly complex process of becoming licensed I will do this by focusing on education and empowerment.
Throughout the week:
As a result I hope to see a change in the number of licenses completed and maintained.”
Enhancing Engagement:
Touchpoint Mapping
Touchpoint Strategy Map created on Figma
I collaborated with the client to create a step-by-step experience along a 6-stage user journey touchpoint strategy map, detailing every potential interaction a user could engage in with 245D Consulting. This procedure involves a comprehensive examination of each stage of the user's journey, pinpointing locations and methods through which users might engage with the process.
Touchpoint Mapping Session
Evolution of Experience:
Low to High Fidelity Touchpoint Prototypes
Low Fidelity Touchpoint Prototypes created with Photoshop
Stage 1: Awareness
I crafted a storyboard that illustrated how a user would engage with the client's marketing materials in a more tangible manner, encompassing elements like online presence.
I took on the direct responsibility for stage 1 and 6 of the touchpoint process. I worked on developing prototypes aimed at catering to providers through the lens of the strategy statement who may not be as familiar with technology. In order to facilitate this tangible journey, I introduced a persona named Sophie, who guided the exploration process as depicted in the accompanying storyboard.
Higher Fidelity Touchpoint Prototypes created with Photoshop
Stage 6: Maintain
I turned my attention to final stage of the process, aiming to maintain a user-friendly and uncomplicated experience while progressively following through with essential information.
Innovative Concepts:
Client Video and Prototype Bundle
Summarizing the findings, I crafted a final package for 245D Consulting. This comprehensive offering includes a video explaining user experience touchpoints, complemented by a narrative depicting website interactions. Annotations enhance the prototype, providing a detailed visual of my design approach.
This package presents a clear overview of the design process, key insights, and recommendations from thorough research. Through this, I effectively communicate the potential impact of my design solutions.
Click video above to watch 24D Consulting Client Presentation video
Behind the Scenes:
245D Consulting's Prototype Package
245D Consulting Touchpoint Strategy Deck - Title Slide
245D Consulting Touchpoint Strategy Deck - Table of Contents
245D Consulting Touchpoint Strategy Deck - Executive Summary
245D Consulting Touchpoint Strategy Deck - Annotated Wireframe
Achievements & Continuing Advancement
This UX portfolio case study showcases a sense of collaborative innovation, propelling 245D Consulting towards a future defined by streamlined processes and enriched user experiences. Through a comprehensive design strategy and user-centric touchpoints, I've empowered providers in Minnesota to navigate the complex 245D licensing landscape. The transformative journey pushed me to new design heights and expanded my horizons.
The meticulously crafted strategy plan serves as a roadmap for 245D Consulting's growth, aligning with goals and user needs. The prototypes and wireframes have the potential to revolutionize the licensing process, fostering accessibility and support. Contributing to this mission reaffirms my commitment to impactful design, while the invaluable lessons learned will shape future ventures. As Iclose this chapter, I embrace the exciting future armed with insights from this rewarding journey.
Other Work
Bringing a thrilling online education idea to life
Creating an excitedly playful memory tool
Fusing user and business values into harmony