Exploring user needs, goals, and pain points through interviews, usability testing, observation, and heuristic analysis of the current system in place.
Identifying clear success metrics and measurable KPI's. Utilizing analytics to establish baseline metrics, goals, and track improvements.
Based on the research, considering how might we solve for the core user problem. Developing personas, user scenarios, and user journeys, in addition to ideating and prioritizing features and solutions.
Organizing information and navigation in a manner that helps people complete tasks and find what they need. Considering people's various mental models in creating information hierarchy and taxonomy.
Designing intuitive screens, layouts, and flows. Starting with paper sketches, transitioning to mid-fidelity wireframes, all the way up to high-fidelity prototypes. Implementing usability testing and iterating designs at each phase.
Designing with the user's environment in mind, including the time and place they will be interacting with the system. Carefully considering the way elements react, move, and transform to user interactions.