GE Power Services
I have worked with GE a number of times over the years.
I led the the UX for several projects that built on one another, with guidance and support from the company's internal UX directors. I collected stakeholder input and conducted a thorough content and functional audit (with support from two junior team members).
Below I'm sharing snapshots of the discovery, research, IA, and design materials that supported our experience recommendations.
Participant Interview Script
UX Interview Kit
My research kits were anchored by a document that included all comms including recruitment emails, reminders, and interview questions and visual materials.
VOC Insights Report (Detail)
VOC Insights Report (Detail)
The insights report included common user feedback by interface, making it actionable for the next steps in design. Not all stakeholder ideas received positive feedback from customer research participants. We used the report as an opportunity to demonstrate why some features were adjusted or cut.
Key Features on Customer Journey
Key Features on Customer Journey
During discovery, we mapped functional ideas along a B2B buyers journey. For the report, we updated to show those that demonstrated greatest customer value.
User Persona Updates
User Persona Updates
Our personas for this project centered on job roles and key user tasks. Our research found that users were not using the current portals (they found it easier to call their reps!). Our personas illustrated tasks they hoped to be able to do on the unified portal in the future.
High Fidelity Design Prototype
High Fidelity Design Prototype
Our design prototype used the client's branded UX kit and guidelines. A company-wide UI update was in process and we crafted our designs to fit right in to the future state.