Expanding Our Service Offerings

Building on the foundational work of our market analysis and service differentiation strategy, we were poised to ideate on expanding our UX team's services. This strategic expansion was designed to transition our team from a model primarily focused on providing tactical support while embedded in Agile software delivery teams, to a more holistic approach that delivered business outcomes through strategic consulting services encompassing the full innovation lifecycle—from ideation to launch. This shift grounded us in the principles of the "Experience Economy," emphasizing the creation of memorable and valuable experiences in delivering our services.

Product Experience Workshops

Our Product Experience Workshops were meticulously crafted to not only align business strategies with impactful user experiences but also to embed the principles of agility and deep user empathy and understanding into the fabric of product development. They also provided WWT an inexpensive and “turn-key” service for early-stage client relationships that not only delivered exceptional value, but also provided a strategic “foot in the door” to build trust and positive sentiment within the client organization. After many iterations, we eventually landed on two primary workshops, each based on seminal works in the field of UX.

Lean Product Workshop

Inspired by the methodologies outlined in "LEAN UX Second Edition" by Gothelf and Seiden, this workshop was designed to foster a culture of rapid iteration, experimentation, and collaborative cross-functional teams. Participants were immersed in the core principles of Lean UX, such as building stakeholder alignment, discovering key moments of unmet need in the customer journey, and focusing on delivering outcomes over outputs. Through hands-on activities, teams learned to apply Lean UX processes and methods to streamline product development, ensuring that strategic business outcomes and products were well aligned with their customers' market needs and motivational drivers.

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Contextual Design Workshop

Drawing on the principles and methods from "Contextual Design" by Karen Holtzblatt and Hugh Beyer, this workshop delves into the practice of deeply understanding users within their natural environments. Participants are equipped with techniques for conducting field studies, interpreting data, and translating insights into actionable design strategies. This immersive workshop emphasizes the importance of context in design, teaching teams to craft solutions that resonate with the real-world experiences and needs of their users.

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Comprehensive Product Assessments

To further support our clients in achieving their business and user experience goals, we introduced a suite of assessment services. These services were designed to provide actionable insights and strategic guidance, while enhancing the product's usability, accessibility, and overall user experience.

Expert Heuristic Analysis

Leveraging established usability principles, our Expert Heuristic Analysis service offered a systematic evaluation of digital products to identify usability issues and areas for improvement. Our team of seasoned UX professionals applies a critical eye to each aspect of the product, using industry-standard heuristics as a guide. Clients receive a detailed report outlining actionable recommendations to enhance the user experience, making this service an essential first step in any UX optimization effort.

Usability Assessment

Our Product Usability Assessment went beyond basic heuristic evaluation to involve real users in the testing process. This service included a series of structured moderated usability tests designed to observe users as they interact with the product in scenarios that mimic real-world use. Insights gathered from these sessions provide a deep understanding of user behavior, preferences, and challenges, enabling us to recommend evidence-based enhancements to improve product usability and user satisfaction.

Metrics & KPI Development

Recognizing the power of data in driving UX improvements, this service focuses on developing a comprehensive UX analytics strategy tailored to each client's specific needs. We helped clients establish key performance indicators (KPIs), implement analytics tools, and conduct ongoing analysis to monitor user engagement and satisfaction. This data-driven approach allowed for continuous improvement and benchmarking, ensuring our clients' products remained competitive and aligned with user expectations.

Solution Development and Testing

To complement our expanded service portfolio, we introduced a dynamic line of services that utilized strategic partnerships within the organization, including Product Management, DevOps, Software Development, Quality Assurance, and IT, among others, to craft comprehensive, blended service offerings that enabled the quick ideation, development, release, and validation of digital products. This service line was characterized by its agile and iterative approach, leveraging the strengths of each collaborating team to ensure a seamless, efficient product development lifecycle. Key components of this service line included:

Rapid Prototyping

The UX team played a pivotal role in designing and developing low, mid, and high-fidelity interactive prototypes that served as tangible representations of product concepts. These prototypes were instrumental in validating ideas, facilitating stakeholder discussions, and gathering early user feedback, thereby reducing the risk of costly pivots later in the development process.

Agile Team Integration

Our UX designers and UI developers are integrated into Agile delivery teams, ensuring that UX considerations are embedded throughout the product development process. This close collaboration ensures that user experience is not an afterthought but a fundamental component of product development, leading to more user-centric digital solutions.

Market Fit Validation

We employed robust UX research strategies and plans that engage real customers to validate features and design decisions. This customer-centric approach enabled us to gather invaluable insights into user behavior, preferences, and pain points, which informed the iterative development process. By testing with real users, we ensured our products delighted users, elevating their overall satisfaction and driving product success.

My journey to expand and enhance the UX team's service offerings was both challenging and rewarding. By transitioning from a model focused on tactical support to one that emphasizes strategic consulting services spanning the entire innovation lifecycle, we positioned ourselves as industry leaders in delivering business outcomes through exceptional user experiences.

Personal Contribution

In spearheading the design and development of our expanded services, my role was pivotal, particularly in the Lean Product Workshop, Metrics & KPI Development, and Market Fit Validation segments. My efforts were instrumental in shaping these services from the ground up, ensuring they not only aligned with our strategic vision but also addressed the nuanced needs of our clients. Leading the Lean Product Workshop, I infused the curriculum with practical, hands-on activities that underscored the principles of Lean UX, fostering a culture of rapid iteration and customer-centric development among participants. In developing Metrics & KPIs, I crafted a framework that empowered clients with data-driven insights, enabling them to measure and enhance user engagement effectively. My contribution to Market Fit Validation was marked by designing a system of iterative and rigorous user research plan that aligned with the Agile team's delivery cycles, ensuring our solutions were deeply rooted in real user needs and behaviors, thus driving product success and user satisfaction.