https://www.mulhallmark.com/calendar daily 0.75 2026-03-13 https://www.mulhallmark.com/calendar/event-five-fknp5-ych4h-zmgxf monthly 0.5 2025-12-19 https://www.mulhallmark.com/calendar/event-four-d2wwk-ea5hc-nrlh9 monthly 0.5 2025-12-19 https://www.mulhallmark.com/calendar/event-three-mz467-9slf2-wh5jr monthly 0.5 2025-12-19 https://www.mulhallmark.com/calendar/event-two-w7zrh-s4xbg-25nnk monthly 0.5 2025-12-19 https://www.mulhallmark.com/calendar/event-one-rg2bh-mx2wm-r2n2p monthly 0.5 2025-12-19 https://www.mulhallmark.com/case-studies-old daily 0.75 2023-01-20 https://images.squarespace-cdn.com/content/v1/5ce435d6bea1ed00016ba287/1558964652247-5MWXNMFZVOPGE4TY6U2Q/MHeiderich_ReflexionenZwei-05-copy.jpg Case Studies-old https://images.squarespace-cdn.com/content/v1/5f5a17847e2726115ea216e4/87fe269e-70fe-4c7e-b2f1-4c2c8c7e2956/Cover_Dell.png https://images.squarespace-cdn.com/content/v1/5f5a17847e2726115ea216e4/608d6e7e-0965-45c5-8331-af075e7c5d0f/Cover_Zurich.png https://images.squarespace-cdn.com/content/v1/5f5a17847e2726115ea216e4/1600785428013-RYV74KM951L03ZSFVJLI/cover-amazon%402x.png https://images.squarespace-cdn.com/content/v1/5f5a17847e2726115ea216e4/1600784887764-A7B77CJQTWSE033ZUGTE/cover-VZC%402x.png https://images.squarespace-cdn.com/content/v1/5f5a17847e2726115ea216e4/1600785029309-6HHRCCXIPM1UFZUWAA3T/cover-daft%402x.png https://images.squarespace-cdn.com/content/v1/5f5a17847e2726115ea216e4/2d565807-f731-457f-8f57-48a2a759cd0f/Cover_RD.png https://www.mulhallmark.com/contact daily 0.75 2023-01-16 https://images.squarespace-cdn.com/content/v1/5ce435d6bea1ed00016ba287/1558964652247-5MWXNMFZVOPGE4TY6U2Q/MHeiderich_ReflexionenZwei-05-copy.jpg Contact https://www.mulhallmark.com/rathfarnham-reflexology daily 0.75 2023-01-16 https://images.squarespace-cdn.com/content/v1/5f5a17847e2726115ea216e4/1600959873852-XPKJCGL59Y2OD538HCQM/rr-01%402x.jpg Rathfarnham Reflexology https://images.squarespace-cdn.com/content/v1/5f5a17847e2726115ea216e4/1600788412097-1MANH3N6RPGWPQRXAZY3/rr-02%402x.png Rathfarnham Reflexology https://images.squarespace-cdn.com/content/v1/5f5a17847e2726115ea216e4/1600788460887-4ZT1UKWQH8KN3ADIPZYJ/rr-03a%402x.png Rathfarnham Reflexology https://images.squarespace-cdn.com/content/v1/5f5a17847e2726115ea216e4/1600959424786-75MIZJ88BY4IMS2IJEF2/rr-06%402x.png Rathfarnham Reflexology https://images.squarespace-cdn.com/content/v1/5f5a17847e2726115ea216e4/1600788652804-0B89MGQHROMJVSNNQSOZ/rr-04%402x.png Rathfarnham Reflexology https://images.squarespace-cdn.com/content/v1/5f5a17847e2726115ea216e4/1600788684451-FK0TOT6LX8T68HH5C3D2/rr-05%402x.png Rathfarnham Reflexology https://www.mulhallmark.com/about daily 0.75 2023-01-24 https://images.squarespace-cdn.com/content/v1/5ce435d6bea1ed00016ba287/1558964652247-5MWXNMFZVOPGE4TY6U2Q/MHeiderich_ReflexionenZwei-05-copy.jpg About https://images.squarespace-cdn.com/content/v1/5f5a17847e2726115ea216e4/f6421b0c-153c-4f04-9444-ff8cf4629317/Screenshot+2023-01-23+at+12.30.05.png https://www.mulhallmark.com/daft daily 0.75 2023-01-23 https://images.squarespace-cdn.com/content/v1/5f5a17847e2726115ea216e4/1600785941177-GUOBX1SFYBON4ZBH70YF/daft-01%402x.png Daft.ie https://images.squarespace-cdn.com/content/v1/5f5a17847e2726115ea216e4/1600785999783-9IHB406Y47N51WPM76G7/vzc-03%402x.png Daft.ie https://images.squarespace-cdn.com/content/v1/5f5a17847e2726115ea216e4/1600786045143-A03PJLYAZVWPXVYXFZQP/daft-03%402x.png Daft.ie https://images.squarespace-cdn.com/content/v1/5f5a17847e2726115ea216e4/1600786103069-B5P9Q5X742K7807NH5L9/daft-04%402x.png Daft.ie https://images.squarespace-cdn.com/content/v1/5f5a17847e2726115ea216e4/1600786153216-U5NQYAOTKMYDHQ4PAA75/daft-05%402x.png Daft.ie - System structure We developed a themeable design system that would be able to work across the different brands that DistilledSCH owned and that would be able to scale as the company scaled. At the heart are the core components, html versions stripped of all visual styling - internally known as shared components as each brand could use these. On the outer layer you have the branded versions of the shared components or as we called them ‘re-useable components’. https://images.squarespace-cdn.com/content/v1/5f5a17847e2726115ea216e4/1600786285153-0TL33MKHS1WY7HOCO6GT/daft-07%402x.png Daft.ie https://images.squarespace-cdn.com/content/v1/5f5a17847e2726115ea216e4/1600786305798-4IXKD9D0H7N8U97HRRG7/daft-08%402x.png Daft.ie https://images.squarespace-cdn.com/content/v1/5f5a17847e2726115ea216e4/1600786418386-6GDCOA3FAMRYWX77KUVA/daft-09%402x.png Daft.ie https://images.squarespace-cdn.com/content/v1/5f5a17847e2726115ea216e4/1600786483145-ODGPUYYLABMICIXM7MPO/daft-10%402x.png Daft.ie https://images.squarespace-cdn.com/content/v1/5f5a17847e2726115ea216e4/1600786572594-ZSI0DSJ8M40AOJG3T3OS/daft-11%402x.png Daft.ie - User testing As more and more features were migrated over to the new platform we were now able to start testing the site with end users. I organised and facilitated tests on the search, search results and property details sections of the platform. I was able to identify issues with the new search implementation and quickly iterate the designs. https://images.squarespace-cdn.com/content/v1/5f5a17847e2726115ea216e4/1600786650215-JLBFMVRHOJ3WRNJY766J/daft-12%402x.png Daft.ie - Incremental improvements With the design system in place and a fully working Beta site we could move faster and make improvements to the flows. I could quickly prototype ideas to validate with the team and then quickly implement the changes within the design system ready for delivery. https://www.mulhallmark.com/amazon daily 0.75 2023-01-23 https://images.squarespace-cdn.com/content/v1/5f5a17847e2726115ea216e4/1600786993723-98YFDSBQOWSCHVP1A24B/amazon-01.png Amazon https://images.squarespace-cdn.com/content/v1/5f5a17847e2726115ea216e4/1600787108821-77M48NQ22KONHD1RC70N/amazon-02%402x.png Amazon https://images.squarespace-cdn.com/content/v1/5f5a17847e2726115ea216e4/1600787130683-U2F7R33RKL03X5FJRX99/amazon-03%402x.png Amazon https://images.squarespace-cdn.com/content/v1/5f5a17847e2726115ea216e4/1600787234266-3G7ZCQ4W8BJXXZ8BQXD4/amazon-05%402x.png Amazon - Ideation workshop During the offsite I ran a design thinking workshop with users from around the globe. I got them to flow out the steps involved in remediating a network event and to wireframe an event screen displaying the information they needed. The findings were used to inform the updated designs. https://images.squarespace-cdn.com/content/v1/5f5a17847e2726115ea216e4/1600787302603-3WFORS8JZLUJVKMQ9V8U/amazon-06%402x.png Amazon https://images.squarespace-cdn.com/content/v1/5f5a17847e2726115ea216e4/1600787368828-TKJ7D5EEZLMZPJRRZAY6/amazon-08%402x.png Amazon - Flexible structure The product navigation was simplified along with a more structured and clean layout. Searching and filtering was standardised across the Queue, Event and Ticket screens. Every view was given a default structure but users were given the ability to reorder and resize each module. Along with this we added a dark mode. https://images.squarespace-cdn.com/content/v1/5f5a17847e2726115ea216e4/1600787443141-L6QTWQHZ7J100AVO96G5/amazon-09%402x.png Amazon - Future proofing With a more defined and clearer navigation system in place the product was capable of scaling in the future with new features being able to sit alongside the core product features. https://images.squarespace-cdn.com/content/v1/5f5a17847e2726115ea216e4/1600787484753-ZBU406V8UHNHNU4O2GBJ/amazon-10%402x.png Amazon https://www.mulhallmark.com/verizon-connect daily 0.75 2023-01-23 https://images.squarespace-cdn.com/content/v1/5f5a17847e2726115ea216e4/1600783947495-H735D5V7XGJ439208M3B/vzc-01%402x.png Verizon Connect Early concept designs https://images.squarespace-cdn.com/content/v1/5f5a17847e2726115ea216e4/1600780781324-XMQO2CXKRSN8IXQW0IXK/vzc-03%402x.png Verizon Connect Initial kickoff workshop https://images.squarespace-cdn.com/content/v1/5f5a17847e2726115ea216e4/1600780745407-NVIPHGTN4QMUCXNYKCKT/vzc-02%402x.png Verizon Connect Journey map https://images.squarespace-cdn.com/content/v1/5f5a17847e2726115ea216e4/1600781062869-OM067VKHLI3D36H3WQYC/vzc-05%402x.png Verizon Connect - Ethnographic research I needed to delve deeper into the day of installation to get a better sense of how the installers worked. I organised and conducted a field study to help build the team's understanding of how an installation is carried out. https://images.squarespace-cdn.com/content/v1/5f5a17847e2726115ea216e4/1601987970129-TCEP39RZ5TNR7S40YW3C/vzc-06.jpg Verizon Connect Before UX improvements https://images.squarespace-cdn.com/content/v1/5f5a17847e2726115ea216e4/1601987992186-W1NKSP4D5GZGX51KTK2Z/vzc-02%402x.png Verizon Connect After UX improvements https://images.squarespace-cdn.com/content/v1/5f5a17847e2726115ea216e4/1601988047474-Z79F88LNBW421304TNVD/vzc-08%402x.jpg Verizon Connect Help and guidance within the app https://images.squarespace-cdn.com/content/v1/5f5a17847e2726115ea216e4/1601988097568-FZ97UU4X872TTKKP7HNN/vzc-09%402x.jpg Verizon Connect - More data points To help the CS team diagnose hardware issues faster and more accurately they required better data of the installation and more details. We introduced a simple update to allow the technicians to input the install type. https://images.squarespace-cdn.com/content/v1/5f5a17847e2726115ea216e4/1601988265867-G5KUS6HG0PPFW6VEQKLS/vzc-10%402x.jpg Verizon Connect https://www.mulhallmark.com/amazon-1 daily 0.75 2023-01-16 https://images.squarespace-cdn.com/content/v1/5f5a17847e2726115ea216e4/1600787779771-4QRSMURX2HG2QKG0URNW/Tourism-Ireland-01%402x.png Tourism Ireland https://images.squarespace-cdn.com/content/v1/5f5a17847e2726115ea216e4/1600787815562-CSQDC50U83UCRQ8IMNV9/Tourism-Ireland-02%402x.png Tourism Ireland https://images.squarespace-cdn.com/content/v1/5f5a17847e2726115ea216e4/1600787830475-AI6TNNH5O5SPNPN74BKT/Tourism-Ireland-03%402x.png Tourism Ireland https://images.squarespace-cdn.com/content/v1/5f5a17847e2726115ea216e4/1600787925659-0TDZSFF4SNH3BHYK95ON/Tourism-Ireland-05%402x.png Tourism Ireland - Modularity To help progress the project I created wireframes of the main pages and modules. These templates were built from reusable modules and could be reorder and used across multiple templates. Each of the module's functionality was specified and development could start ahead of final visual designs. https://images.squarespace-cdn.com/content/v1/5f5a17847e2726115ea216e4/1600787985124-VSW5Y3XL4R479ILGOQOZ/Tourism-Ireland-06%402x.png Tourism Ireland https://images.squarespace-cdn.com/content/v1/5f5a17847e2726115ea216e4/1600788029855-Y9H3YLVK6J7CQ1QIBNSG/Tourism-Ireland-07%402x.png Tourism Ireland https://images.squarespace-cdn.com/content/v1/5f5a17847e2726115ea216e4/1600788108103-PCJC8IKWBUPQZQ2YPATM/Tourism-Ireland-08%402x.png Tourism Ireland https://www.mulhallmark.com/dell daily 0.75 2023-01-26 https://images.squarespace-cdn.com/content/v1/5f5a17847e2726115ea216e4/54e034bb-2541-4910-8323-5f88cc43da79/Dell-01.png Dell https://images.squarespace-cdn.com/content/v1/5f5a17847e2726115ea216e4/15bba4f9-a72c-435b-8058-5f2dd5684f23/Dell-03.png Dell https://images.squarespace-cdn.com/content/v1/5f5a17847e2726115ea216e4/dde21c92-b62e-4ae0-81f4-9694019c1537/Dell-04.png Dell https://images.squarespace-cdn.com/content/v1/5f5a17847e2726115ea216e4/d1376b16-6270-4aa2-adbd-405a14733d65/Dell-13.png Dell - Ideation Before jumping into designs and Figma I ran co design sessions with the other designers on the team, where we mapped out the customer experience and architecture of the system. This gave the team a clear vision and alignment on the new features that we would be designing. It also gave the team a chance to align with the needs of the business. https://images.squarespace-cdn.com/content/v1/5f5a17847e2726115ea216e4/e1c76db5-8f74-429b-8176-bef8a67ffad5/Dell-10.png Dell - Communications I designed into the workflows a chat system that facilitated communication between the customer and the Dell sales team at all stages of the process. Procurring cloud infrastructure is complex and customers need help, having instant access to the Dell Sales team helps to decrease the time to value. https://images.squarespace-cdn.com/content/v1/5f5a17847e2726115ea216e4/b3288dc2-9b68-431c-9953-e6ec311023e5/Dell-11.png https://images.squarespace-cdn.com/content/v1/5f5a17847e2726115ea216e4/5fb64a32-49ac-4c7b-8e6a-f806d3e07c67/Dell-12.png Dell - Flexible workflows We knew multiple people would need to interact with the process at different stages so I designed a way for users to easily stop and start the process, pass it over to another person or simply come back to the process when they had the time. https://images.squarespace-cdn.com/content/v1/5f5a17847e2726115ea216e4/69cf5ff8-a9bf-422d-a967-26d3fc2ed4df/Dell-14.png Dell - Transparency From the research it was clear users were struggling to understand at what stage of the process they were at and ultimately when their subscription would be up and running. I designed a system with clear communications from Dell to the customers informing them of status and any details required from them. https://images.squarespace-cdn.com/content/v1/5f5a17847e2726115ea216e4/3f9dafd5-6a88-4008-96ee-14e4f0a43302/Dell-02.png https://www.mulhallmark.com/racing-digital-old daily 0.75 2023-01-20 https://images.squarespace-cdn.com/content/v1/5f5a17847e2726115ea216e4/86854321-81a7-431a-9f12-f08a9937b201/RD-01.png Racing Digital - Old https://images.squarespace-cdn.com/content/v1/5f5a17847e2726115ea216e4/ec716af1-4e17-4ef6-b0e9-f6cec4eb7395/RD-03.png Racing Digital - Old https://images.squarespace-cdn.com/content/v1/5f5a17847e2726115ea216e4/e0b7f253-45b8-4cb4-b2e0-f689a18dcdff/RD-14.png Racing Digital - Old https://images.squarespace-cdn.com/content/v1/5f5a17847e2726115ea216e4/1600786650215-JLBFMVRHOJ3WRNJY766J/daft-12%402x.png Racing Digital - Old User interviews For this initiative I needed to delve even deeper into the proble space. I planed, scripted and facilitated 15 user interviews / contextual enquries with the key personas to understand: Uncover Trainers pain points with the current system Gain a better understanding of Trainers current process https://images.squarespace-cdn.com/content/v1/5f5a17847e2726115ea216e4/fd206703-8896-41ad-9e70-76b18ccd2340/RD-06.png Racing Digital - Old - Pain points Through the research I was able to highlight some key pain points that needed to be addressed during the redesign which included: No ability to plan ahead Clunky filtering system Disjointed workflows Reliance on 3rd party apps https://images.squarespace-cdn.com/content/v1/5f5a17847e2726115ea216e4/a3a15bde-fa25-49f2-b61e-b3e853869063/RD-05.png Racing Digital - Old - Ideation I facilitated multiple co design sessions with the project team (design, engineering & business) where we: Brainstormed multiple solutions Refined ideas and defined a key feature set and IA Validated with the business https://images.squarespace-cdn.com/content/v1/5f5a17847e2726115ea216e4/c6cc5191-d9d1-4258-9276-e3670fcec95e/RD-09.png Racing Digital - Old - Search I designed an easy and inuitive way for Trainers to search for eligable races for their horses which gave them the features they needed: Ability to see search results by horse Save search functionality Search by custom groups of horses Multi views of the results (Lists and Calender views) https://images.squarespace-cdn.com/content/v1/5f5a17847e2726115ea216e4/567d76a3-f6dd-4f1a-8ac8-c4a655efa82d/RD-13.png Racing Digital - Old - My Planner Detailed planning showing bookmark, entries & declarations for each horse. Bookmark potential races View races by horse over time Ability to plan ahead Easily shared with others https://images.squarespace-cdn.com/content/v1/5f5a17847e2726115ea216e4/56a29600-c03e-4f3f-bc29-3a61eb1689b7/RD-10.png Racing Digital - Old https://www.mulhallmark.com/racing-digital daily 0.75 2023-01-24 https://images.squarespace-cdn.com/content/v1/5ec321c2af33de48734cc929/1618511387030-5LI1E5QMVTQ2RY9S00A4/20140228_Trade+151_0046+1.jpg Racing Digital https://images.squarespace-cdn.com/content/v1/5ec321c2af33de48734cc929/1618511440608-5BVMHVN4WR2I9YQV1WWR/Aro+Ha_0010+1.jpg Racing Digital https://images.squarespace-cdn.com/content/v1/5ec321c2af33de48734cc929/1618511467879-K5J9BYNACHJVDV3BNSFU/Aro+Ha_0387+1.jpg Racing Digital https://images.squarespace-cdn.com/content/v1/5f5a17847e2726115ea216e4/86854321-81a7-431a-9f12-f08a9937b201/RD-01.png Racing Digital https://images.squarespace-cdn.com/content/v1/5f5a17847e2726115ea216e4/ec716af1-4e17-4ef6-b0e9-f6cec4eb7395/RD-03.png Racing Digital https://images.squarespace-cdn.com/content/v1/5f5a17847e2726115ea216e4/e0b7f253-45b8-4cb4-b2e0-f689a18dcdff/RD-14.png Racing Digital https://images.squarespace-cdn.com/content/v1/5f5a17847e2726115ea216e4/32b08ef9-a66f-49ef-b84a-b9e9fbb2cdf0/RD-04.png Racing Digital User interviews For this initiative I needed to delve even deeper into the proble space. I planed, scripted and facilitated 15 user interviews / contextual enquries with the key personas to understand: What pain points Trainers had with the current system Gain a better understanding of Trainers current workflows Gain a better understanding of how different sizes of Trainer yards worked and understand their needs. https://images.squarespace-cdn.com/content/v1/5f5a17847e2726115ea216e4/fd206703-8896-41ad-9e70-76b18ccd2340/RD-06.png Racing Digital - Pain points Through the research I was able to highlight some key pain points that needed to be addressed during the redesign which included: No ability to plan ahead Clunky filtering system Disjointed workflows - trainers jumping from different system to get all the information they needed Reliance on 3rd party apps https://images.squarespace-cdn.com/content/v1/5f5a17847e2726115ea216e4/a3a15bde-fa25-49f2-b61e-b3e853869063/RD-05.png Racing Digital - Ideation I facilitated multiple co design sessions with the project team (design, engineering & business) where we: Brainstormed multiple solutions Refined ideas and defined a key feature set and IA Validated ideas with the business https://images.squarespace-cdn.com/content/v1/5f5a17847e2726115ea216e4/c6cc5191-d9d1-4258-9276-e3670fcec95e/RD-09.png Racing Digital - Search I designed an easy and intuitive system that gave Trainers the features that they really needed and that we missing from the current system, including: Ability to see search results by horse Save search functionality Search by custom groups of horses Multi views of the results (List & Calendar) https://images.squarespace-cdn.com/content/v1/5f5a17847e2726115ea216e4/567d76a3-f6dd-4f1a-8ac8-c4a655efa82d/RD-13.png Racing Digital - My Planner Trainers were currently using various 3rd party systems and their own systems to help them find and plan races. I designed a system that allowed them to do it all in one place which allowed Trainers to: Bookmark potential races View races by horse over time Ability to plan ahead Easily shared with others View the plan in multiple formats (Calendar & List) https://images.squarespace-cdn.com/content/v1/5f5a17847e2726115ea216e4/4005f993-8296-4784-a41f-0df728d2b92f/RD-08.png Racing Digital - User testing I was able to visit Trainer’s on site at their yards and test the prototype. I tested with a total of nine participants. Key findings included: System works well with no major usability issues Flexible - accommodates different user preferences New features were well received https://images.squarespace-cdn.com/content/v1/5f5a17847e2726115ea216e4/56a29600-c03e-4f3f-bc29-3a61eb1689b7/RD-10.png Racing Digital https://www.mulhallmark.com/case-studies daily 1.0 2023-03-25 https://images.squarespace-cdn.com/content/v1/5ce435d6bea1ed00016ba287/1558964652247-5MWXNMFZVOPGE4TY6U2Q/MHeiderich_ReflexionenZwei-05-copy.jpg Case Studies https://images.squarespace-cdn.com/content/v1/5f5a17847e2726115ea216e4/87fe269e-70fe-4c7e-b2f1-4c2c8c7e2956/Cover_Dell.png https://images.squarespace-cdn.com/content/v1/5f5a17847e2726115ea216e4/2d565807-f731-457f-8f57-48a2a759cd0f/Cover_RD.png https://images.squarespace-cdn.com/content/v1/5f5a17847e2726115ea216e4/608d6e7e-0965-45c5-8331-af075e7c5d0f/Cover_Zurich.png https://images.squarespace-cdn.com/content/v1/5f5a17847e2726115ea216e4/1600785428013-RYV74KM951L03ZSFVJLI/cover-amazon%402x.png https://images.squarespace-cdn.com/content/v1/5f5a17847e2726115ea216e4/1600785029309-6HHRCCXIPM1UFZUWAA3T/cover-daft%402x.png https://images.squarespace-cdn.com/content/v1/5f5a17847e2726115ea216e4/1600784903979-F6WW7D57FMR1O4VNP7T6/cover-VZC%402x.png https://www.mulhallmark.com/zurich daily 0.75 2023-01-26 https://images.squarespace-cdn.com/content/v1/5f5a17847e2726115ea216e4/9f036722-ba80-4a70-8459-79c1379acdcf/Zurich.ae-01.png Zurich https://images.squarespace-cdn.com/content/v1/5f5a17847e2726115ea216e4/17270be2-8e95-45aa-80c1-6b07ffbb28ee/Zurich.ae-03.png Zurich The plan Design sprints for each of the 9 processes were broken down into the following categories. Discovery Design Test & Iterate https://images.squarespace-cdn.com/content/v1/5f5a17847e2726115ea216e4/8b7d2208-4490-47ea-8db7-b6f19bf7024e/Zurich.ae-04.png Zurich - Discovery I planned and facilitated workshops for each of the 9 processes to: Gain a deeper understanding of the current process Highlight inefficiencies Discover areas to reduce friction Define common steps https://images.squarespace-cdn.com/content/v1/5f5a17847e2726115ea216e4/bd070016-8c32-4ebd-91d6-5fc7e4fcbeae/Zurich.ae-06.png Zurich - Ideation At the start of each of each design sprint I ran co design session with the client where we reviewed and updated: User flows Wireframes https://images.squarespace-cdn.com/content/v1/5f5a17847e2726115ea216e4/a07d8cd7-b1ef-47fe-937e-0ab9ec11995a/Zurich.ae-07.png Zurich - Intention Converstaions with customers start with their intent. I created an easy way for the customer to start the conversation by selecting the process they required. https://images.squarespace-cdn.com/content/v1/5f5a17847e2726115ea216e4/5fcdbf50-fc88-47f0-8a9b-58587e9f7936/Zurich.ae-09.png Zurich - Expectations The system was upfront with the customer informing them what they needed to complete the application and easy access to resources and help. https://images.squarespace-cdn.com/content/v1/5f5a17847e2726115ea216e4/e0abd252-59c5-4f0f-8653-098504946e93/Zurich.ae-08.png Zurich - Parameters Data collection without the hassle. An easy to use, intuitive stepped process to gather all required details and upload documents. https://images.squarespace-cdn.com/content/v1/5f5a17847e2726115ea216e4/a82e556a-e76a-41b5-ba85-45a261a5dc17/Zurich.ae-10.png Zurich - Inform Like any interaction with a customer the system has to let the user know that they received their information and that they will keep them updated on progress of the application. https://images.squarespace-cdn.com/content/v1/5f5a17847e2726115ea216e4/09e03216-487c-453d-b48e-bee74ab8149a/Zurich.ae-13.png Zurich - The results I planned and organised 5 user tests with Zurich.ae customers to understand if the new designs were easy to use, find any usability issues and ultimately understand if the processes would be useful to customers. Key findings included: All users found the processes easy to use. All users said they would use the processes online. Some users had issues with the sequence of steps within the Restart flow. https://www.mulhallmark.com/dell-copy daily 0.75 2023-01-20 https://images.squarespace-cdn.com/content/v1/5f5a17847e2726115ea216e4/54e034bb-2541-4910-8323-5f88cc43da79/Dell-01.png Dell (Copy) https://images.squarespace-cdn.com/content/v1/5f5a17847e2726115ea216e4/15bba4f9-a72c-435b-8058-5f2dd5684f23/Dell-03.png Dell (Copy) https://images.squarespace-cdn.com/content/v1/5f5a17847e2726115ea216e4/dde21c92-b62e-4ae0-81f4-9694019c1537/Dell-04.png Dell (Copy) https://images.squarespace-cdn.com/content/v1/5f5a17847e2726115ea216e4/e1c76db5-8f74-429b-8176-bef8a67ffad5/Dell-10.png Dell (Copy) - Communications I designed into the workflows a chat system that facilitated customer communication between them and the Dell sales team at all stages of the process. https://images.squarespace-cdn.com/content/v1/5f5a17847e2726115ea216e4/b3288dc2-9b68-431c-9953-e6ec311023e5/Dell-11.png https://images.squarespace-cdn.com/content/v1/5f5a17847e2726115ea216e4/5fb64a32-49ac-4c7b-8e6a-f806d3e07c67/Dell-12.png Dell (Copy) - Flexible workflows We knew multiple people would need to interact with the process at different stages so I designed a way for users to easily stop and start the process, pass it over to another person or simply come back to the process when they had the time. https://images.squarespace-cdn.com/content/v1/5f5a17847e2726115ea216e4/69cf5ff8-a9bf-422d-a967-26d3fc2ed4df/Dell-14.png Dell (Copy) - Transparency From the research it was clear users were struggling to understand at what stage of the process they were at and ultimately when their subscription would be up and running. I designed a system with clear communications from Dell to the customers informing them of status and any details required from them. https://images.squarespace-cdn.com/content/v1/5f5a17847e2726115ea216e4/3f9dafd5-6a88-4008-96ee-14e4f0a43302/Dell-02.png Dell (Copy)