User Experience Design and Strategy
“I am not your user,
but I know how to reach them”
User Experience Design and Strategy
User centered, customer focused.
Giving the User a voice helps focus teams
on resolving the 'Fashion versus Function'
issues within each project.
Planit Daily - Concept product allowing a user to consume news one story at a time, via metered payments.
Some wireframes from our redesign of www.advertiser.ie
Airport Navigation App
Galway Startup Weekend - Helping travellers to navigate airports based on their flight information. Quick sketches and rapid prototyping.
Usability testing for our website
www.classifieds.advertiser.ie you can see the results here.
My storyboard and LiFE - Concept for a Social Media management tool.Back to Top
Originally I studied Visual Design, and I have worked extensively in Media and Publishing.
Currently I am the lead UX designer for a new product within the Genesys, Artificial Intelligence Group. The Dialog Engine, allows companies to build their own chatbots, handling their customer queries reducing the workload within their call service centres.
Learning the technology:
As we went along it was important that I up-skilled my knowledge of AI, Machine Learning, Data Science and Chatbot technologies. If I was going to advocate for a user centered approach, I had to be able to communicate effectively within the team.
Getting up and running:
UX is not accounted for in the strict Agile process, and I had to promote and establish its value to our development cycle.
The mental model of a conversation:
How AI handles a conversation differs vastly from how we humans do. The subtleties of language, the pauses and inflections we use, are not easily understood by AI. Humans are also much better at switching context, whilst remembering the detail of different topics.
We had to keep in mind that while a human will be using our product to author conversations, only one side of these conversations will be another human. When building Chatbots, the user has to deconstruct the dialog and tag words, allowing the AI to pick up the context and intent.
The challenge was creating an interface that matched the user expectations along with the AI capabilities. Customers want to create dialogues quickly matching how an end user would speak.
Talking to the customer:
Once we had our first version of the working UI, we organised demonstrations to our sales team, professional services and most importantly our customer base. This process gave us valuable input to the future road map. I also probed these meetings to get more detail on who the user would be.
How to onboard something new:
As we shared the demos with more people, it became apparent that the concept of authoring conversation for chatbots had to follow closer to how the user understood this. And along they way we had to help them tag the conversation elements for the bot. And also explain why this was required.
Any user testing is valuable:
This was one of those products that was difficult to reach an actual end user for testing. I decided to do some guerrilla testing in the office.
For two main reasons, firstly we had some divergence within the team on how the main screens should flow. My recordings of users struggling gave weight to the case for required changes.
Secondly, there are always going to be usability problems that we are no longer seeing due to familiarity. The testing really corrected our course in terms of the layout, screen flow and some labelling, which really improved the experience.
Meeting the Dodd Family
The Dodd’s have built an online platform which helps non-verbal Autistic kids learn to speak. Enda and I spoke at length about his twin boys and the family’s journey from a diagnosis of severe Autism, to the amazing young men who now programme alongside him every day.
I came in to help them tell their story, and to identify and reach as many new families as possible.
Digital Skills Academy - BS Hons. Degree, awarded 1.1
Covering - Project Management, UX Design, Leadership and Management, Product Design and Lean Methodologies.
For my final project I pitched an idea for the entrepreneur track.
PlanitDaily is a product that allows users to read news articles, paying for them individually, rather than subscribing to each publication.
Galway Startup Weekend
Over the 3 days we took the initial idea and built a working prototype, showing a typical user from arriving at the airport, to finding a restaurant and onwards to their correct departure gate.