Digital Product Case Study

A collection of relevant digital work.

We live in the digital age, with tools and access seemingly unevenly distributed. Below are a selection of digital products that I've either led or contrinuted to. Many of them are hybrid physical/digital products which jump around channel, place, and tool.

Sparking a Conversation Around Policing in NYC

An interactive campaign designed to offer New Yorkers the means to hear about the experiences of others as it pertains to policing—to spark awareness and build attention through that conversation.

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The Challenge

Help begin to change the culture of policing in NYC through a non-traditional, participatory campaign-led movement that not only reaches, but actually breaches the hearts and minds of diverse New Yorkers.

The Impact

Listening NYC has now reached thousands of New Yorkers at more than 35 locations, helping change two local laws around police. Today, the impact of Listening NYC has moved beyond city limits, popping up in Syracuse and Albany. To keep dialogue flowing, the ACLU plans to distribute Conversation Cards nationwide.

The Outcome

We developed the @listeningnyc Instagram feed and listening.nyc website (since sunset) to give New Yorkers a way to follow the movement and hear people's stories from wherever they are, as well as learn about and ask for specific policing policies they'd like to see implemented in their city. The Listening Room—a physical pop-up experience that travels to different neighborhoods around the city—facilitates frank conversations between New Yorkers using activities such as Conversation Cards and Postcards to the Mayor to help individuals explore questions about policing and turn their emerging opinions into practical actions. Learn more here.

@listeningnyc

We decided that the digital anchor of this campaign was Instagram, as that's where the target audience was. We created many different content typologies: images, questions, video, interviews, etc for the client to use as the campaign advanced. We also created a few weeks worth of content to pre-seed the campaign, along with a posting cadence and campaign plan.

@listeningnyc

listening.nyc

The website wasn't the primary digital entry, but acted as a way to knit the Instagram feed, videos, the ever-evolving schedule of where and when the Listening Room pop-ups would be, and places to take action. We created a custom website and used the Instagram, Google Docs for a FAQ, and Eventbrite API's to automatically update the website with content so the client wouldn't need to manually update content.

Bite-sized data from the firehose

Empowering pharmaceutical salespeople to be more customer centric through meaningful interactions with data.

The Challenge

For a global pharmaceutical company, we designed a new way to support internal sales staff to support existing relationships that they had with their customers. The client had invested in talented people who put the customer at the center of everything they did and were committed to solving problems. This project was 18 weeks long.

We wanted to make a system that would not replace or override human judgment. Bridge supports and augments existing relationships with easy access to relevant information, with the ability to create conversations around data.

The Impact

The client built a new middle-ware platform where data is easily accessed, clearly understood when viewed at different metrics, and effortlessly shared with colleagues is key to agility in problem solving.

Process

SACRIFICIAL CONCEPTS
Understanding user needs

INITIAL THEMES
Defining product proposition

UX & IA POST–IT PROTOTYPE
Quick and dirty co-design

SACRIFICIAL WIREFRAMES
Understanding flow and needs

DATA WRANGLING
Understanding and designing the information architecture

DATA WRANGLING
Understanding and designing the information architecture.

CLICKABLE PROTOTYPE
Using Keynote, InVision, and Sketch to test UX

Aligning product to people’s action mode

Making a federal regulator’s public-facing tools aligned to how people solve their financial problems

The Challenge

Design a comprehensive strategy for questions, complaints, and stories which makes the client’s offering clear, accessible, and engaging to consumers.

We noticed that consumers behave Service in different ways, depending on their situation and also on their levels of engagement and empowerment. Because consumer behavior is dynamic, we describe it in terms of modes of action. We found there were two modes – panic and scramble – which the client needed to design tools for, we designed a clear user experience, information architecture, flow, and wireframes for clients to take toward implementation.

My Role

I led a team of 6, including two interaction designers, a graphic designer, and a design researcher. I was in charge of all design research, including planning, execution, and synthesis. I led all project management, client interactions, and budget. I was the creative director who led and guided the interaction design, the data and information architecture, and the design and communication of the service design.