Case Studies

I presented information and context about the expected experience for our mobile application at the start of a new project to build our first mobile experience. It was our first foray into "mobile first" design for our content. This presentation was made by myself and a developer to inform people of where UX failed and to raise awareness of areas that we would need to pay more attention to. Mobile devices in Education

I observed a parent and their student during their first year in one of our Online High Schools, conducting monthly interviews and examinations. This led to the development of a CX policy that restricted company outreach to customers. The parent participant faced email overload in their student's account and was unaware of the parent email account. A later survey revealed that a small percentage of parents were unaware of a separate email account for school communications.

During a larger redesign, we modified the onboarding process and emphasized the importance of the parental email account. We also limited corporate emails to parents to 50 per school year. This involved implementing an XM Directory in Qualtrics, coordinating with executive oversight, and consolidating outreach letters. In-application messaging capabilities were introduced for timely communication within the context of the screen. UX research identified issues, and CX oversaw the implementation and process. I provided a technical solution through the XM Directory. Overwhelming Communications

As a member of a hackathon team I designed the instructional logic for a voice activated adventure that had students stranded on Mars  testing dust on Mars to identify a specific mineral that could be used to escape the planet.  It was an opportunity to learn how to develop content for a voice activated system  that used both sequential logic and hierarchical menus. Design Proposal

We receive thousands of  feedback items from  a common link  in our interface  which were hand coded into a  set of broad categories of problems to fix. When the feedback is actionable the CS team takes action, and much of it is informational. With the advent of deep learning techniques several years ago, we tried our hand at coding 5,000 UX related entries so we could automate a "machine" to do the same in the future. We worked with a cross-functional team to manage the hand coding and collaborated on the machine coding.  This "machine" was adopted and eliminated much of the work.  This freed members of the CS for other duties.  Machine Learning for Feedback Comments

A component originally built in Flash had been missing in our content for several years once the technology  had been retired. We were surprised to learn that a central assumption to our design was not understood by our students. The insights from this multi-method research were instrumental in making this component one of the more popularly used in our content system.  Flash Card Usability Case Study