Leaders of a Beautiful Struggle

Customer-Centric: User Research and Design

The Client’s Desired Product — A mobile app for a public policy thinktank that will:

  • Advance the mission: Drive advocacy through engagement.

  • Educate & Activate: Inform users and spur them to action.

  • Boost Community Involvement: Increase active participation.

  • Secure Donations: Encourage contributions of time, resources, and money, particularly from consistent senior donors

Image of slide summarizing what the LBS client requested during the initial class interview.
Image of the mobile app home page mockup and text summaries of the key features.

The Challenge:

To improve customer experience and internal efficiency, the Deputy Assistant Secretary of Treasury Operations teamed with the MITRE research program to introduce private-sector practices and coach staff in their successful adoption.

My Role:

Played a key role in a three-person graduate student team, contributing to all project activities and specializing in site architecture, task flow, and compelling storytelling for client deliverables.

Outcomes:

  • Demonstrated the value of a mobile app in supplementing the client's existing website.

  • Successfully engaged the client through storytelling, illustrating persona-based daily app usage.

  • Received recognition from the professor for delivering the best project in his tenure’s history.

Image of three persona summaries.

Methods and Tools

  • Stakeholder interview assessment

  • Persona development

  • Site architecture

  • User task analysis / flow

  • Paper prototyping

  • A/B Testing

  • User interface design

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Agile Service Design: Treasury Operations