Service Design & UX Design Consultant

EXTENSIVE SERVICE DESIGN and UX expertise.

HANDS-ON LEADER with a proven track record in guiding organizations through technology-driven change, emphasizing human-centered service design while adhering to best practices, quality of delivery, budget, and deadlines.

CHAMPIONS DESIGN-LED DIGITAL TRANSFORMATION, employing an industry-agnostic, human-centric methodology to enhance products and services, prioritizing exceptional service designs to deliver delightful customer experiences.

INDUSTRY EXPERIENCE

  • Telecom
  • Financial Services
  • Healthcare
  • Transportation and Logistics
  • Retail, Consumer Goods
  • Education
  • Hospitality/QSR

BRIDGES THE BUSINESS-IT GAP leading and managing Agile, human-centered service design and UX programs. Garners insights via Design Thinking Workshops and user research identifying goals, pain points, and areas for improvement. Defines business value, capabilities, and success criteria, creating transformational strategies.

GOVERNS PROGRAMS AND PROJECTS FROM INITIAL CONCEPT THROUGH TO SUCCESSFUL DELIVERY adhering to best practices, top quality standards, budgetary constraints, and deadlines to exceed client expectations. Collaborates with product teams to write Agile epics, features, themes, stories, and tasks. Works with dev teams to groom features, build backlogs, and define sprints.

Service Design vs UX Design

These disciplines often overlap and when managed effectively they can complement each other to create holistic user-centric services.

Design-Led Transformation

A human-centered approach to change

Successful digital transformations are dependent upon user and customer adoption; thus, great user and customer experiences are critical to achieving successful outcomes.

When exceptional service designs are integrated, configured, and mapped to a human-centric, well-designed, aspirational customer journey; the results will be a delightful customer experience.

DLT Phases & Activities – Illustrative

DLT – PHASES OVERVIEW

DISCOVER – Executive leadership defines the vision, objectives, scope, and success criteria. Data and insights from customers are gathered through research, interviews, focus groups, and data analysis. These insights are used to understand the customer’s wants, needs, and pain points.

DEFINE – Cross functional teams participate in Design Thinking Workshops. The workshops provide participants with an immersive, collaborative process for empathizing with users, defining problems, brainstorming solutions, prototyping them, and testing their effectiveness. The workshops promote open dialogue, encourage divergent thinking and support iterative improvements with the ultimate aim of producing innovative user-focused outcomes.

Journey maps are utilized to visually represent and analyze a user’s experience with a product or service, capturing their interactions, emotions, and touchpoints throughout the entire process. Current (as-is) end-to-end customer journeys are mapped and validated. Participants also collaborate to create a holistic view of the aspirational (to-be) end-to-end journey highlighting the desired outcomes.

Once gaps between what exists today and the desired state is identified, high-level features, new technologies, or upgrades to existing technologies and business processes necessary to close the gaps and deliver desired outcomes can be determined.

Scoping exercises are used to estimate the efforts needed to develop new features, integrate new technologies, and enhance existing digital systems and business processes.

DEVELOP – Features are prioritized, and requirements are orchestrated in an Agile manner. Themes, epics, stories, and tasks are written and entered into a backlog. UX design begins, and stakeholders collaborate iteratively as the UX and associated UIs evolve.  As features are groomed and accepted by dev teams, development begins. Rapid prototypes may be developed for validation.

DELIVER – Features are delivered, and testing begins (integration, UAT, regression, etc.). When new features are deployed to the market, monitoring and evaluations begin. Adjustments, improvements, and innovations are continuous and based on data analytics and customer feedback.

Core Values

  • Be Unique
  • Challenge with Vision
  • Continuously Innovate
  • Always Encourage
  • Build Credibility

Patents

Authentication Techniques Utilizing a Computing Device

us 9,692,758 | issued Jun 27, 2017 

A pre-registration procedure is utilized to create a user profile for a user of a multi-factor authentication (“MFA”) service. A client application installation procedure is utilized to install a client application on a computing device that is to be utilized as an authentication factor for the MFA service. A computing device enrollment procedure is utilized to enroll the computing device on which the client application was installed for the MFA service. A voice enrollment procedure is utilized to create a voice print for the user of the computing device that is to be utilized as an authentication factor for the MFA service. An authentication procedure is utilized to provide multi-factor authenticated access to a service, such as an online service that provides access to sensitive account information.

Dynamic Glyph-based Search

us 8,924,890 – issued Dec 30, 2014 

A method and apparatus for a dynamic glyph based search includes an image server. The image server analyzes images to determine the content of an image. The image and data related to the determined content of the image are stored in an image database. A user can access the image server and search images using search glyphs. In response to selection of a generic-search glyph, the image server finds related images in the image database and the images are displayed to the user. In addition, refine-search glyphs are displayed to a user based on the selected generic-search glyph. One or more refine-search glyphs can be selected by a user to further narrow a search to specific people, locations, objects, and other image content.

System and methods for remotely recovering and purging data from a wireless device in a communications network

us 7,849,161 | issued Dec 7, 2010

A system and methods are provided for remotely recovering and purging data from a wireless device in a communications network. The system includes a wireless device capable of executing a data recovery/purge application program for receiving a message from a communications device in the network. The application program retrieves the data in the wireless device, purges the data from the wireless device, and sends a return message, including the data retrieved from the wireless device, to the communications device.

Methods and systems for remotely securing data in a wireless device in a communications network

us 7,627,767 | issued Dec 1, 2009

Methods and systems are provided for remotely securing data in a wireless device. A user sends a data message containing instructions for securing data to a remotely located wireless device. Securing data includes recovering data, purging data, locking the wireless device, and locating the wireless device within a communications network. After the data message is sent, a determination is then made as to whether the wireless device is active in the communications network. If the wireless device is active, the data message is sent to the wireless device. If the wireless device is inactive, the data message is temporarily stored in a database until the wireless device is determined to be active. An application program resident on the wireless device is executed upon receiving the data message to secure the data. The data message also includes instructions for retrieving data for identifying an owner of the wireless device.

Contact

Mobile: 678.522.5858
Email: rob.andres@dmm-adv.com