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Susie Robson

Susie Robson. product design portfolio. Robson Consulting. September 2008 – present. Wireframes. Create Visio wireframes for new content management application, verify workflow and design through usability testing. Wireframes. Siebel for Call Center. Improve Siebel for Call Center

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Susie Robson

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  1. Susie Robson product design portfolio

  2. Robson Consulting • September 2008 – present

  3. Wireframes • Create Visio wireframes for new content management application, verify workflow and design through usability testing

  4. Wireframes

  5. Siebel for Call Center • Improve Siebel for Call Center • Reduce call time • Reduce wrap-up time • Expand customer touches • Conducted brainstorming sessions with users to identify pains • Contextual inquiries • Facilitated usability study with 27 users • Identified top 3 issues that, if fixed, could save over $1,000,000/year

  6. Siebel for Call Center

  7. B2C websites • Facilitated sessions to improve B2C websites using eye tracking, biometric feedback, and usability observations • Identified areas that were overlooked or were frustrating • Identified areas that stood out, seemed most important

  8. B2C websites

  9. Websites • Designed, developed, maintain several websites for nonprofits • Developed using Dreamweaver with HTML and CSS

  10. Websites

  11. The MathWorks • June 2004 – September 2008

  12. Siebel • Continuously improve Siebel for Tech Support, Customer Service, Install Support • Reduce pre-call time • Improve email within Siebel • Added Save button to F9 mail • General workflow • Solutions • Localization • Much more

  13. Siebel

  14. Activation UI (AUI) • Design problem: • Design a new application for license activation • 3 key components: • An interface to create and extend trials • An interface Customer Service could use to assist customers with non self-service licensing tasks, or that customers were unable to do on their own (e.g. activating, re-designations, etc.) • An interface for the Admin to perform tasks related to policy and license file management

  15. UX design process Analysis Design Specification Create paper prototype Usability test Testpaper prototype with end users Revise prototype Test again Create detailed mockup Final usability test Visio specification Identify 80 use cases (tasks) Assumptions, Triggers, Goals Create workflow diagram Incorporates all 80 use cases

  16. Workflows Analysis Visio document printed on plotter printer. This represented all 80 use cases.

  17. Prototypes (with annotations) Design Design 3x Test

  18. Consistency across all apps • All internal application shared a consistent Search page

  19. Hand off to development Specification • Screen shots with descriptions

  20. Final UI • Less moving between screens • Ability to find all information in one place • Improved learnability and productivity

  21. Matlab Central – User Community • Redesign User Community site to add more blogs, improve usability, update the Newsgroup, allow for tracking their own posts • Add Social Networking, tag clouds to community site

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