iDesign - Gilson Teixeira Portfolio

Customer 360 Experience

User Research + Ideation Workshops + Prototype + User Testing

An opportunity to create one Diageo Customer 360 Experience platform that delights and meet the goals of the end-user. It started with the human experiences to drive adoption and ROI of the platform.

Client:Diageo
Service:Lean UX & UX
Date:2020

Product Objectives

01.

Connected Customer Experience

End-to-End journey map of customer and employee experience - channels and touchpoints .

02.

Research to Data-Driven Personas

Insight driven use cases based on research of customer & employee segmentation.

03.

One Customer Vision for Business

Key user story non-functional (clickable screen) prototype i.e. screen mockups design e.g. B2B Direct Ordering commerce experience .

Design Process:

In a 100% remote project - post pandemic - the design teams, a combination of internal and external - Salesforce - resources, had the opportunity to explore different solutions based on in-house research from past projects as well as new user interviews and user testing of a high fidelity prototype that covered the end-to-end customer experience.

Discovery

Stakeholder Interviews, User Interviews, Data Gathering. Tools: Spreadsheets, Microsoft Teams<, PowerPoint/p>

Define

Workshops, Problem Statement Definition, Personas, Journey Mappings.
Tools: Miro, Spreadsheets, Microsoft Teams

Develop

High Fidelity Prototypes, User Testing Sessions, Iterations.
Tools: SketchApp, InVision, Microsoft Teams.

Deliver

Usability Test Report, User Story Mapping, Design Specifications.
Tools: Tableau, InVision, Miro, Spreadsheets.

Personas.

Four Personas mapped provide meaningful archetypes which we could use to assess our design development against. The methods used was the "Goal-directed Personas" to examine the process and workflow that our user would prefer to utilise in order to achieve their objectives in interacting with the product.

User Journey Mapping.

User journey mapping created a timeline of all touch points between our personas and the organization, including all channels they happen in. These user journey maps help your company gain insight into how users experience your product, based on their unique motivations and goals. During the process we were able to uncover the User Context, Motivations and Pain Points.

High Fidelity Prototype.

With our high fidelity prototypes we were able to cover not only the user interface (UI) of the product in terms of visuals and aesthetics, but also the user experience (UX) aspects in terms of interactions, user flow and behaviour.

Gilson's deep understanding of user centred design and UX were invaluable to the success of the project. He is a fantastically collaborative and inspiring co-worker!"

-Matt, Diageo UX Manager