An established, prestigious company may assign its most innovative team to create the next breakthrough product. But when that product enters the market, why does it coast or flounder, while a competitor that no one expects breaks through, expands the market, and differentiates itself long-term? What’s going on?
When someone says “coffee machine” you do not think of what is in the following picture, even though you’re staring right at it.
I’m a California-based designer. I lead cross-functional teams of experience designers, researchers, growth hackers and developers to help large companies shift toward an agile, sprint-based workflow to deliver customer experiences that differentiate clients in their fields.
Each day, I attempt to design experiences that contribute positively to people’s everyday lives—from imagining fun ways for fans to navigate a movie website to how a new search engine might surprise us by surfacing answers that are several steps ahead of the question we’re asking. Here’s the journey I took pursuing work that I feel lucky to do every day.
In my first…
Imagine online forms that ask only a few, essential questions. Imagine the surprise when it used to take two weeks to hear back whether your form was approved, but now it takes just two days—or even just two seconds.
University of California Los Angeles (UCLA) is an international research university located in southern California. The 2017-2018 edition of Times Higher Education ranks UCLA 15th in World University Rankings, and 13th in World Reputation Rankings.
Starting in 2013, UCLA initiated conversion of its graduate program’s paper-based forms to digital. As Lead User Experience Designer reporting directly to the Director of Technology…
In J.K. Rowling’s magical world, the Marauder’s Map enables mischievous young wizards to navigate Hogwarts Castle’s complex halls and secret passages, and track anyone on its grounds. Rowling introduced the map in her third book and movie, Harry Potter and the Prisoner of Azkaban.
I was a member of the HarryPotter.com design team at Warner Bros. Studio when my colleagues and I were invited to see an early, unfinished cut of the film. …
For over a decade, I’ve helped solve customer experience and strategic design challenges for startups, healthcare, higher education, and large international brands.
Below are twenty-five experience design highlights from clients including Warner Bros. Studios, 42 Entertainment, University of California Los Angeles, MOVIECLIPS (since acquired by Fandango), Chen Design Associates, Walt Disney Pictures, and 20th Century Fox.
In a 2014 usability study at the University of California Los Angeles (UCLA), a graduate student used a damning metaphor to describe her experience submitting a digital form:
“Applying online is like throwing a paper airplane into a black hole.” — UCLA Graduate Student
Forms have not been our favorite part of the web. Like the paper forms that inspired them, they can be difficult to read and seemingly impossible to fill out. This is where the new form building technologies target most of their attention. But in her metaphor, our student didn’t focus on the filling-out part. True, she…