AIG Ireland Site & Global Design Framework 

May 23, 2014 / Comments Off on AIG Ireland Site & Global Design Framework 
TIMELINE
March ~ May, 2014 (3 months)
DELIVERABLES
Wireframes
Visual mockups & specs
BRIEF
AIG.ie redesign as an initial example of a global framework for AIG sites across the world. AIG sites were designed and managed by each market. It allows each market to respond to their specific market needs, however, it creates inconsistency in customer experience and inefficiency in adopting best practices among their digital products. Fjord San Francisco team researched and developed 3 concepts and the client selected a concept to move forward. Then New York team designed the product.
TEAM
    Design Director
    Service Design Lead
> Interaction Designer
    Interaction Designer
    Visual Designer
    Project Manager

New York, San Francisco

Responsive Design

2014-AIG-responsive

^ Final design for landing page

Design Process

We have designed the Ireland site as an example for a new site for all AIG sites globally. Along with simplicity and clarity as top design priorities, we considered flexibility as one of the major design principles so that the design can be adapted for each market their own specific needs.

2014 AIG sketch

^ Example of initial sketches for main navigation
(2 interaction designers exchanged ideas through sketches. When we finalize our ideas, we digitized and shared with the larger team and the client)

2014-AIG-wfr

^ Sample pages from the wireframe document

2014 AIG usability testing

^ Usability testing summary

I co-authored the testing script and supported the team to create a prototype to be used for the testing (Axure). Team members conducted the usability testing in Ireland while I supported real-time synthesizing with video recordings in New York.

PROCESS
  • (Workshop – research – concept) – detail design – usability testing

ROLE & CONTRIBUTION

  • joined the project as a main interaction designer from detail design phase
  • interpreted complex flows into simple interface
  • created systemic framework that can be reused globally
  • supported prototyping and set up the usability testing (scripts / synthesis)

CHALLENGE

  • persuading client to the suggested design directions
  • considering scalability for every design decision

RESULT

  • AIG Ireland site has launched in 2014, and the design has been adopted for other markets globally since then.
  • AIG Korea has adopted the new design, and re-launched in February 2016. AIG earned an Excellence Prize at Web Award Korea, hosted by the Korea Internet Professional Association (KIFPA). Web Award Korea, established in 2003, is one of the country’s most prestigious awards for digital content, web design, and user experience.

Aetna. Designing New Business for Workforce Availability 

October 23, 2013 / Comments Off on Aetna. Designing New Business for Workforce Availability 
TIMELINE
April ~ November, 2013 (8 month)
DELIVERABLE
Service blueprint
Stakeholder map
Workshop
Concepts
Wireframes
Visual design
Prototype
BRIEF
New business development around workforce management within Aetna from concept to product. At Aetna, internal new business development team has embarked on a journey to develop a new business in regards to managing absence in organizations. Fjord was selected to define the details of the new business, develop core concepts and design the MVP which involves multiple types of users. (employee, supervisor, and Aetna service representatives)
TEAM
    Service Design Lead
    Business Design Lead
> Interaction Designer
    Visual Design Lead
    Project Manager
    Prototyper
    Developers

New York, Hartford

Discovery

2013 AWA stakeholder map

2013 AWA process map

^ After talking to multiple stakeholders, day-in-life research and a 3 day workshop with Aetna and the potential clients for the new business, the team have learned the complexity of how currently workforce availability has been managed in large corporations.

Framework & Strategy

2013 AWA service principles

2013 Aetna framework

^ Design framework and principles

Concepts

2013-AWA-concept

^ From the framework, we’ve envisioned 3 concepts

Detail Design

2013-Aetna-vd3

^ Final visual design samples for 3 types of users; employee, supervisor and the service admin

2013-Aetna-wfr

^ The Fjord team identified 3 major user types of the service and designed an online service with 3 faces; for employees, for front-end supervisors and for service representatives. The images are the sample pages from the wireframe documents. Wireframes were used to communicate with visual designers, clients, and developers who were building the MVP for initial release.

 

 

PROCESS
  • Research (stakeholder interviews – field interviews – stakeholder map – service blueprint) – concepting – detail design – development

ROLE

  • as a core team member of the design team, support all aspects of service design in this complex multi-actor play from the beginning to end
  • support facilitating 3 days workshops (lead breakout sessions) to define actors, their relationships and the workforce management processes
  • played an integral role in stakeholder interviews, field interviews, concept and direction development.
  • designed detailed interaction for multiple users of the system

CHALLENGE

  • complex system – hard to comprehend by anyone. compiling many voices of constituents and stakeholders, tight timeline for detailed design for multi users

RESULT

  • ceased while MVP under development

Design Clinic. Weekly Gathering on Design

October 23, 2012 / Comments Off on Design Clinic. Weekly Gathering on Design

TIMELINE
September, 2012 ~ Now (over 2 years)

ACTIVITIES
Internal presentation
Guest presentation
Field trips
Design workshops
Debate
Video watching

BRIEF

Weekly design discussion in Fjord New York studio. I initiated and organized this series of meetings with 2 other colleagues, Nour Diab and Petra Farinha, over 2 years to support education, inspiration and bonding. Every Friday 4 PM I go around and ring beer bell in the studio, and we all gather to talk about design. I am very happy that we, as a team, spent time together to cultivate our own curiosity.

TEAM
> Organizer
Everyone

New York

2014 Design Clinic drawing3

^  Design Clinic on Drawing by Visual Design Lead, Brian McLaughlin. April, 2014

2014 Design Clinic fieldtrip-cooperunion2

^  Field trip to <Image of the Studio, a portrait of New York City graphic design> at Cooper Union. October, 2013

2014 Design Clinic littlebits

^  LittleBits Workshop with LittleBits. August, 2014

2014 Design Clinic IxDA

^  Extended Design Clinic as IxDA meetup on Wearables. August, 2014

ROLE

  • initiator, curator, organizer, occasional presenter and all time beer ringer
  • recruited internal and external speakers
  • organized field trips to various types of exhibitions
  • facilitated design exercises

HIGHLIGHTS

  • internal presentation/workshop: what’s happening in Congo, 3D printing, design + business
  • guest speakers: Critter and Guitari, LittleBits, BeerBot
  • fieldtrip: Pencil to Pixel at Monogram, Applied Design at Moma, Brooklyn Design at Dumbo
  • design workshop: improv, play with playmobile (I led 2 sessions), book binding
  • debate: debate over ‘How to lie with Design Thinking’ with Dan Saffer
  • video: The Invention of Dr.Nakamats, Objectified

CHALLENGE

  • Fjord New York studio has been growing very fast in size and the organization became challenge over time

RESULT

  • grew into 3 people team with Nour Diab and Petra Farinha
  • Mentioned as heros at Fjord USA gathering
  • in employee surveys, team members mentioned Design Clinic sessions as highly valuable time at Fjord.
  • in September 2014, we opened a session with larger design community by hosting IxDA meetup (on wearable). We sold out 80 seats in a day, and participants were very engaged.