Interaction Design Process

In my role, I was responsible for the design explorations, deciding on the alternatives, building the prototype and conducting the usability study.  I built 3 interactive high-fidelity prototype models with complex logic and used them to observe common messaging tasks in a usability study with agents.  The first model involved buttons at the top, the second model involved icons at the top and inline, and the third model most closely resembled the existing solution, with drop-downs inline, but with new buttons at top.

• I explored 3 alternative designs for messaging, based on
    - existing interactions and Agent familiarity with the current application
    - common interactions found in popular web mail and messaging apps
    - design principles of feedback and flexibility to permit agents take action
      at the top or action inline (within a message)

• I built a high-fidelity interactive prototype model of each design so that each model could be used in a usability study to observe user behavior and compare the user feedback among the 3 models.
   
• I planned, designed and moderated a remote usability study to gather quantitative and qualitative observational data.  The study included a user satisfaction questionnaire and user preference questions to gather feedback on the appeal of the icons

• I analyzed the results of the usability study sessions and created a presentation of findings.  I presented the findings and insights to executives along with a recommendation for which model worked best for Agents.

• I coordinated the effort to build the solution to update messaging by creating Interaction Design specs that were used by Developers and QA to build and test the solution.