User Experience Design (UXD or UX) is the process of enhancing user satisfaction by improving the usability, accessibility, and pleasure provided in the interaction between customers and offerings (products apps, software, services or environments.)
Why design experiences?
While the terminology is relatively new, it has established itself as bridge between the user, technology and business. UX combinations human centred design (HCD) principles, design thinking, neuroscience and behavioural psychology with business analytics by applying appropriate technology to create and facilitate engaging experiences.
Experience design (UX) is now an established process and innovation methodology with a set of distinct tools used to define and design processes, services, customer journeys and environments with a focus placed on the quality of the user experience that is culturally relevant.
At the core of user experience design is a people-centric focus. Using collaborative and participatory processes, experience design uses co-design methods and tools to help designers partner with users to illicit their perspective and knowledge, to support idea generation, and aid in product development.
Experience design stresses the importance of the brand and its values in the creation of relevant, engaging, differentiated experiences while ensuring the customer feels engaged, fulfilled and satisfied.
By identifying differing user needs and goals, UX aims to deliver a personalised and relevant experience in the context of what the business can offer or needs to provide to engage with customers.
Experience design provides a holistic vision by combining insight, strategy and design together with an understanding of technology and acute business acumen.
The process, tools and technology used in developing compelling experiences for the web focus on content, design and technology.
The process begins by identifying user needs and developing a business case. Designers work with users to identify their needs through workshops where different prototypes are tested with a focus on usability, performance and consistency. Using agile techniques designers and developers work in sprints to build the minimal viable product (MVP) that is desirable, feasible and viable.
eziconex.com – Democratising The Web
eziCONEX makes eCommerce on the mobile web easy. I co-founded eziconex.com in Manchester (UK) as a SaaS platform on the cloud for micro and small businesses to connect, collaborate and trade on the web using any device.
Publicis Sapient – Service Design ‘Ways of Working’
Publicis Sapient – Amplifon
Gulf Resources Development and Investment
Working with a privately owned, UAE domiciled, globally focused developer of commercial and industrial buildings, the brief was to develop a scaleable brand and identity that would work across digital, print and real estate livery to engage with venture partners and tenants. We developed a series of concepts with the client before selecting a brand…
The Weather App – A Native App UI
Lloyds Banking Group – Transforming PCH Automotive Financing
Working with a global IT services provider, I led the service design activities to redefine automotive financing and ownership as part of a large digital transformation project.
IBM – A Service Design Playbook
IBM take design very seriously, as a technology company that has always valued design, from the early days of personal computers to the first mainframe computers to the most recent work in cognitive computing, design is crucial. As the Service Design Programme Director for Europe and a Design Manager at IBM I was responsible for…
In 2016 WilliamHill Online undertook an ambitious ‘lift and shift’ of its online brand and its range of verticals; from sports book to gaming. Rather than having a complimentary cross-selling relationship between sports betting and gaming there were significant problems for customers wanting to switch between verticals, products and destinations with many broken journeys resulting…
Plum – The Smart Lighting System
I worked with co-founders Utz Baldwin and Glen Burchers to develop the world’s smartest lighting system for the home. The Plum lightpad is affordable and easy to use with an App that enables the user to control their lights and other connected devices (such as HVAC and sockets) in the home via their smart phone and…
Saudi Ministry of Health – Digital Transformation
The Kingdom of Saudi Arabia embarked on an ambitious transformation of its government services to become a native digital service ecology to deliver enhanced CX and value. The government has been investing in e-government to create a digital first approach so that people can interact with many different services and share data easily and securely.…
AMP – Transforming Retirement Financial Services
AMP was established 160 years ago and is one of Australia’s oldest and leading financial services companies. Today they are a leading specialist wealth management company in Australia and New Zealand managing more than $50 Billion is peoples assets. AMP needed a new strategy in a customer-centric digital world. As Lead Designer I was tasked with rethinking and…
Mintouch – A Premium App
Mintouch is the media hub for a VVIP in the UAE. The client and his executive office needed to be kept informed with live news and data feeds from across the world. I led a design team spread across Europe to create a premium UX and UI experience for an App that was able to take a…
Clef – No More Passwords
Clef is a Start-Up in the Bay Area that has developed a very secure access, payment and encryption technology. Clef’s mobile app replaces usernames and passwords using your smartphone. When you use Clef, you create a digital key that never leaves your phone. The technology is based on secure password-less two factor authentication that can be set-up in less than five minutes.
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