2020
6 weeks
Designer
This state-wide tolling company was looking to make account management more intuitive and accessible so that they might capture more of the payments often missed or forgotten by drivers. After speaking with multiple stakeholders, our team focused on the art of the possible - reimagining features, content, and minimizing taps. Each priority listed below is a key user path that was considered in the delivered prototype.
UX Audit
Stakeholder Interviews
User Personas
Wireframes
iOS Mockups
Prototype
Getting started
lessons learned
Design Education
When clients are introducing new technology to their consumers, it's important to remember that this technology is new for the stakeholders as well. Easing them out of their comfort zone with design patterns that felt familiar required some guidance. Once trust was established in the design experts to make the best decisions, they could trust the process as well.
Client Engagement
This project was very fast-paced, so it was important for us to create a roadmap, then schedule touchpoints and deadlines weeks in advance. This helped us ensure that the stakeholders would be available during the set time and we would have their undivided attention and capture their feedback in a timely manner.
Ethical Design
This project was my first opportunity to push for ethical design. Some stakeholders wanted content that was good for business but was maybe... a little shady for the customers. Once I spoke with peers and gathered the right vocabulary, I was able to effectively communicate the risks with this decision and work with the team to figure out a more ethical solution.