User Experience Design and Research

One of the most exciting things for me is leveraging the footholds of a new technology to build an amazing experience. Here are some projects I’ve worked on since 1998.

AAA NCNU PolicyNet – Auto Insurance Tool

PolicyNet was an application designed to ease the day to day workflow of insurance sales agents in call centers and AAA NCNU branches. Developed in an agile process, I performed user task analysis, information architecture, interaction design, usability and other UCD tasks, as well as working within the SCRUM process, writing user stories and acceptance criteria.
Auto – Info.graffle

HP Snapfish – Snapfish Photo Gifts Facebook App

Snapfish Photo Gifts: as Facebook is the largest photo sharing website on the
web, Snapfish aimed to leverage the existing Snapfish systems in place to
provide value to Facebook users. Rather than focus on a simple create and buy
flow, I helped to focus the team around creating a rich interactive virtual gifting
app that took advantage of Facebook’s viral capabilities. Launching November
2009, Snapfish Photo Gifts allows Facebook users to create fun virtual gifts with
their images as well as their friends’ images. These gifts can be placed on other
users’ walls and re-gifted to other users. All gifts can be purchased in real form
through integration with the Snapfish systems.
2010.02.09 Snapfish Facebook App

University of Iowa – UCOL (UNESCO City of Literature) iPhone app

This is a concept for an application that is currently under development by the University of Iowa, celebrating Iowa City’s designation as International City of Literature. The app leverages a combination of video, audio, print and photo media archives, as well as geo-data and current user location to present a rich experience of text and place.
2010.03.08 UCOL iPhone Concept

Remarkd – TinyApp

Remarkd is a (now defunct) company I launched with Andrew Brown. You can read a bit about the history here.
Remarkd.Wireframe.TinyApp

Here’s a presentation I gave to AAA about how we worked at Remarkd.
Remarkd and Social Apps

Bank of America – RFS Forum preso

2007.08 Think Design (RFS Forum Australia)

Bank of America – SafePass

My work on SafePass resulted in a Bank of America e-Commerce/ATM 4Q World Class Customer Experience Team Award.

SafePass team
Jamie Ashfield (lead)
Josh Fox
Joseph Hollmann
Tyler Johnson
Jim La Baw
Clay Newton
Mike Pennella
Jennifer Pruett
Sunita Uthra

The SafePass project team is being recognized for successful delivery of the SafePass security product, an optional authentication mechanism that protects customers by securing sensitive financial transactions in Online Banking. Customers asked Bank of America to allow higher dollar P2P transactions in Online Banking and the team responded with SafePass. How does it work? Customers use a one-time passcode (OTP) to authorize risk-sensitive transactions in Online Banking. The customer receives a 6-digit code on their mobile device and enters the code when prompted in Online Banking. SafePass is available in two ways: 1) as a text message sent to their mobile phone or (2 as a SafePass card. This dual approach was based on voice of the customer research. Customers told us, “Don’t give me something else to carry.” The team responded with an innovative system that delivers two-factor authentication via items the customer already carries — their mobile phone or a wallet-sized card that can also double as their check card or credit card. No other bank or company in the world offers this combination of security and convenience to its online customers. In addition, the team placed the authentication within Online Banking only where sensitive transactions occur so the customer only inputs the code only when performing these transactions, usually only a few times a month instead of requiring it for every log-in. The online interaction is done through the innovative SafePass widget (patented) that ensures a consistent customer interaction regardless of where customers are prompted for the SafePass. Finally, the team has applied for a patent for the innovative approach to delivery of OTP security for financial services via the card-form factor. These factors combine to make SafePass a groundbreaking security feature that is the most customer convenient form of strong security ever deployed. SafePass launched nationally to customers in September of 2007and is available now via cell phones to all 23 million Bank of America Online Banking customers. SafePass also was deployed to brokerage customers via the wallet card during the month of September.

Bank of America – SafePass

Bank of America – Innovation and iPhone

Rather than remain content with the innovations we’d made in online banking and ATM, I pushed my team to explore new technology. We created the first Bank of America iPhone application, but before we got there, we had to do a lot of convincing. Here’s a concept we created to sell the importance.

Navis – How to Read a Storyboard

When we introduced a UCD process at Navis, the team was having real challenges adapting to the new process. I did a series of brownbags to introduce the new paradigm and get everyone on the same page. It resulted in team-wide adoption of UCD practices and a much improved environment.

How to Read an Annotated Storyboard

Here’s a sitemap I made of the Navis Scheduler application.