Click on the image of each project to view more details, if it is not Password Protected.
Not all projects are open to the next level of detail due to proprietary issues. But they can be shared on a call/meeting.
Not all projects are open to the next level of detail due to proprietary issues. But they can be shared on a call/meeting.
CUSTOMER/USER EXPERIENCE (CX, UX) PROJECTS PORTFOLIO
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WALKEZ TALKEZ
A PROJECT IN UX AND LX TO SOLVE THE PROBLEM OF HIGH ATTRITION MY ROLE: To find a solution to reduce the high rate of admin attrition that was happening at WalkEZ TalkEZ. Through a highly collaborative process, I worked closely with key stakeholders, discovered their painpoints and iteratively built a better solution.
METHODS AND TOOLS Design Thinking/Service Design/ADDIE User Research: Interviews, Observation with formal User Research report Task Analysis Empathy Map in SMAPLY User Flow in MIRO User Story Mapping in MIRO Usability Testing between versions Adult Learning Theory and Instructional Design Methods to create an Onboarding program and supporting artifacts. The manual has been developed with Objectives, Outcomes and Assessments and of at the end each unit the participant know what topics they need to be familiar with, be able to perform with help (from the manual or a person) and should have mastered. RESULTS AND OUTPUT Redesigned Processes, Directory Structure, Created a structured Onboarding Program and a Manual, a 172 page document. Laminated visual references for the wall. IMPACT Greatly reduced attrition, Also it led to an Enhanced Employee and New Hire Experience due to Research questions formed after the Research phase. |
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DALLAS AREA RAPID TRANSIT (DART)
CX AND LX PROJECT: A SERVICE DESIGN VISIONING WORKSHOP TO IMPROVE EMPLOYEE AND CANDIDATE EXPERIENCE DURING RECRUITMENT MY ROLE: Co-led a Service Design Workshop for the HC team. as part of a Visioning Workshop to improve the recruiting process and candidate experience at DART. This was a highly collaborative process,
METHODS AND TOOLS User Research: Interviews, Literature survey for Best practices and Benchmarks Project road mapping using 3X3 grid Co-led a 3 hour Service Design training Workshop with hands on examples and handout RESULTS AND OUTPUT: Report presentation, Projects roadmap for 2020 Completed HC process recommendations for recruiting, recommendations for Candidate and New hire experience, phase 1 |
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CENTER FOR MEDICARE AND MEDICAID SERVICES (CMS)
UX PROJECT TO SOLVE PROBLEMS WITH USER EXPERIENCE MY ROLE: To solve customer problems with the CMS Product Ordering Website using a HCD approach. Through a highly collaborative process, I worked closely with key stakeholders defining suitable personas, and helped to map their journeys, uncover painpoints and iteratively build a better solution.
METHODS AND TOOLS User Research: Interviews, observations, artifacts like help desk tickets/emails with complaints Card Sorting for problem groupings Deriving Key Insights and defining the final problems to solve Personas, Empathy map, and Customer journey maps in SMAPLY. These artifacts also serve as user research findings. Sketched Wireframes on paper. Collaboration with developers in MIRO In-person Usability Test in the field for different users, including those with accessibility issues. CMS inspector present for signing off accessibility compliance. UX writing for complete video script required by CMS. RESULTS AND OUTPUT: A much improved interface using a HCD and a data driven approach, A video of the process used. IMPACT: Reduction/elimination of problems using the CMS POW web interface |
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ELLIPSIS HEALTH CARE
UX PROJECT TO SOLVE PROBLEMS WITH USER EXPERIENCE MY ROLE: I was brought in to solve issues with the usability of their mobile app and redesign the user experience where the testing was uncovering critical problems.
METHODS AND TOOLS User Research was in the form of (a) Product Cognitive Walkthrough (b) Detailed observations of usability testing videos (2 iterations - 10 users) , making recommendations for UX design changes Collaboration with Product Manager with Zoom and Microsoft Teams. User Story/ Storyboard in PowerPoint and MIRO. FRAMER to build a clickable Prototype that showed the interaction design and the User flow on a mobile screen, RESULTS AND OUTPUT: Created a Usability Test Plan for the Product Manager to conduct Usability testing of the development prototype with users. Platform used: User Testing.com IMPACT: Recently, it has been launched into the Cigna Website. Thousands of users have access to it. There is no data yet about how the app is being received. |
Please click on the Pdf files.
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NEAT CALL, PROMAPP AND MERRILL LYNCH
UX PROJECTS FOR ENHANCING USABILITY OF PRODUCTS MY ROLE: To uncover usability issues with the product, make recommendations via formal reports. METHODS AND TOOLS Cognitive Walkthrough/Expert Evaluations. RESULTS AND OUTPUT: Usability Reports The client was pleased with the with recommendations and implemented them. Was not part o f the feedback loop after fixed term consultancy project. 
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LEARNING EXPERIENCE (LX) PROJECTS PORTFOLIO
I use the ADDIE model on Learning Consulting projects - it may be adopted to Agile as well.
The other model I always use for my thought process is called the 8 Field model.
The other model I always use for my thought process is called the 8 Field model.
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ALCATEL LUCENT
LX PROJECTS MY ROLE as a Learning Consultant and Program Manager (an employee of Alcatel Lucent) involved
PROJECT 1 BUILDING SKILLS AND COMPETENCIES IN ALCATEL LUCENT BUSINESS UNITS
To make available options and resources for employees to develop their skills and competencies in alignment with the identified organizational priorities, and to improve team and individual performance in several areas. METHODOLOGY AND KEY ELEMENTS IN THIS PROJECT
ADDIE Gap Analysis Being a University Ambassador, Built and Managed Relationships with HR BPs and Business Unit Leaders Curriculum Design and Courses Maps Kirkpatrick L1, L3 Evaluations, Analyses and Reporting to Management Handoffs to Learning Coordinator to manage scheduling RESULTS Teams of various BUs getting professional development training in both Tech areas and Softskills to realize their own growth and enable them to contribute their maximum potential to the organization. PROJECT 2 BUSINESS TRANSFORMATION LEARNING CONSULTING AND TRAINING
I was responsible for all the training aspects and rollout of a very large Business Transformation project in Alcatel Lucent before they became Nokia. I was at that time located in Australia and was the Training Lead for the ANZ (Australia New Zealand) region rollout and then for the APAC (Asia Pacific) region rollout.
METHODOLOGY AND KEY ELEMENTS IN THIS PROJECT ADDIE Organization wide Impact (systems, processes, functions, geographies etc....refer to image) for Australia and New Zealand employees Gap Analysis in collaboration with the Change Management team. We held several Workshops to gather this information Build and Manage Relationship with HR BPs, Business Unit Leaders Constant communication and collaboration with key stakeholders Curriculum Design Managing Instructional Designers for Course Development both Face-to-Face and Online, Ensuring the principles of Adult Learning were used to develop the course. Overseeing course uploads on to the LMS Coordinating with North America for reuse of some courses they had which might be applicable in ANZ and APAC, Working with the Learning Coordinator to deploy the courses Performing L1 , L3 Evaluations, Analyzing data and reporting to management RESULTS As envisioned by the company wide business transformation goals, the employees were able to adopt and productively begin using new systems, processes and procedures as a direct result of training and change management initiatives. |
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LX PROJECTS IN INSTRUCTIONAL DESIGN
1. HOUSING NEW SOUTH WALES PROJECT MERIDIAN TO TRAIN HOUSING NSW STAFF
MY ROLE: Instructional Designer. Creating Task flows, Story boards and Training for Housing staff in Australia. This training was to teach new systems, processes and procedures associated with allocating houses for low income groups in the state of NSW. It involved the entire process from when a call would come in or a person would visit the office until they were allotted the house. I also assisted the Change Management Officer with writing Change Management Communications, I was also was the trainer for many of the virtual sessions that were conducted with the staff who were in parts of the state far from Sydney.
METHODS AND TOOLS ADDIE Methodology Field User Research at 4 locations Creating the Course with Objectives, Outcomes, Content and Assessments using Adult Learning Theory principles VISIO for flowcharting processes and procedures Word and PowerPoint for Storyboards, training documentation, and Change Management newsletters aimed at different audiences in the large organization. WEBEX for virtual training. RESULTS AND OUTPUT HNSW Staff successfully trained to serve their clients Instructor Guide, Participant Guides and Handouts 2. TEXAS STATE LIBRARIES AND ARCHIVES COMMISION, IKS HEALTH AND OTHER PROJECTS MY ROLE IN TSALC: To develop training material and handouts. Then deliver in person-classroom training to 300+ library staff and literacy providers on using a Digital Literacy Toolkit that involved training in different technologies. This was with me traveling to 10 locations across the State of Texas over a span of 6 months. MY ROLE IN IKS HEALTH: Deliver a 3 month coaching to Business Leaders on Being Successful in New Business Cultures/ Environments and Managing Teams Across the Globe. METHODS AND TOOLS: Presentation of Workshop, providing appropriate handouts, running hands on exercises to reinforce learning in various topics and/or technologies. RESULTS AND OUTPUT: INSTRUCTOR AND PARTICIPANT GUIDES SAMPLES |
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LX PROJECTS IN E-LEARNING/ONLINE TRAINING
1. INFOGIX
CREATE ONLINE LEARNING TRAINING COURSES AND ENSURE BEST USABILITY OF PRODUCTS MY ROLE: I had a dual role in LX and CX. To design and and develop training via e-learning for INFOGIX products, uncover Usability issues and make recommendations. Due to my background with L&D, I was also part of a HR committee to improve New Hire Onboarding and Employee Experience. METHODS AND TOOLS ADDIE Methodology in a Agile development cycle Creating the Course with Objectives, Outcomes, Content and Assessments using Adult Learning Theory principles Conducting L1, L2 and L3 Evaluations CAPTIVATE and DREAMWEAVER for development of e-learning course User Research with clients Target Corp and Travelers Insurance who used Infogix products Usability Testing with the same clients by setting up tasks and metrics. Done on their client site. RESULTS AND OUTPUT Clients successfully trained on using the Infogix line of products via e-learning. 2. ROYAL AUSTRALASIAN COLLEGE OF PHYSICIANS (RACP) CREATE ENGAGING ONLINE COURSES TO TRAIN MEDICAL AND NURSING STUDENTS MY ROLE: Instructional Designer. To convert Instructor Led Face to Face training courses to engaging E-Learning courses that would help medical students and student nurses learn on the job. METHODS AND TOOLS Creating the Course with Objectives, Outcomes, Content and Assessments using Adult Learning Theory principles CAPTIVATE for development Working with a graphic designer for high quality images and simulations. RESULTS AND OUTPUT Medical and Nursing students using the e-learning modules. No other feedback received. |
PROJECTS FOR PROFESSIONAL GROWTH
Click on thumbnail images. to enter detailed description pages. None are password protected.
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MIND YOUR GAPS PROJECT ON COVID LIFE AND HOW TO MAKE OUR LIFE EXPERIENCES BETTER
A CX AND LX PROJECT METHODS AND TOOLS
User Research: Surveys to 100 people sent and have 62 respondents from the Dallas area and some parts of the US and International. Interviewed 6 people in depth from different professions like doctors, housewives, engineers, political candidates running for office, small business people and new hires who joined work remotely Social Media crawl on Next Door App, LinkedIn, Quora and Reddit FOLLOW UP SUB-PROJECTS
Surveyed New hires on LinkedIn regarding Remote Onboarding and got detailed responses from them on email and a couple of interviews too. For Voter and Candidate experience, used Google Forms for asking questions and receiving responses, It provided good Analysis charts and Event Feedback. Collaboration on ZOOM and WHATSAPP but with a different structure. RESULTS AND OUTPUT (A) Implementation of better methods for remote onboarding and remote work Based on what I heard from different people both new hires and the experienced, I wrote two units - Best practices for Remote New Hire Onboarding so young new hires do not feel off the radar - Best practices for remote work in terms of communication, collaboration and presentation all, regardless of level of experience. I added these two units to an Onboarding Handbook which I had already written, I consider this a valuable resource for organizations of all sizes. (B) Better voter, candidate experience during the voting season Both WhatsApp and Google Forms-Zoom interaction proved to be a great success for tech-savvy community members and their political candidate to engage with each other. |
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PROJECT FOR CERTIFICATION IN SERVICE DESIGN
A CX PROJECT IN SERVICE DESIGN TO SOLVE TOURIST TRANSPORT PROBLEMS IN THE CITY OF AMSTERDAM METHODS AND TOOLS
Field Research traveling local Amsterdam buses and at the Central train station Research Wall Journey Maps in SMAPLY Stakeholder Map in SMAPLY Service Blueprint in MiRO Prototypes with Lego and other physical objects RESULTS AND OUTPUT: Building Journey maps, Stakeholder maps, Service Blueprint using and learning new tools like SMAPLY and MIRO. |
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GLOBAL SERVICE JAM 2020, HOUSTON
A CX PROJECT IN SERVICE DESIGN TO MAKE ONLINE GROCERY SHOPPING MORE FUTURISTIC METHODS AND TOOLS
Assumption based Persona in WORD Empathy Map in WORD User Journey Map and Value Proposition in EXCEL Prototype in PowerPoint Collaboration on Microsoft Teams A few days after Jam, for fun, I created these on my own Journey Map in MIRO Prototype in FIGMA RESULTS AND OUTPUT While out team exercise stopped at this point, I later on built the journey map in MIRO and created a mobile app for practice using the tool FIGMA, which allowed me to experiment with these new tools. |