Research

A picture of me with a user during a research study

  • Discovery, generative, evaluative studies

  • Interviews, contextual inquiry, observation, ethnography

  • Qualitative and quantitative surveys

  • Usability testing, baseline testing, concept testing

  • Card sorting

  • Analytics review

  • Internal stakeholder and organizational research

  • In-person and remote, moderated and unmoderated studies

  • Empathy maps, personas, journey maps

  • Handoff deliverables such as reports and case studies

 

Strategy

Impact diagram

  • Design principles and guidelines

  • “How might we…?” statements

  • User stories

  • Decision matrices

  • Success metrics and KPIs

  • Business and service model canvases

 

Design

  • Heuristic and accessibility review

  • Ideation

  • Market research, competitive audits

  • Iterative sketching

  • Storyboarding

  • User flows, wireframes

  • Information architecture, taxonomy

  • Low to medium fidelity prototyping, from paper to digital

  • Pattern libraries, design systems

  • Writing requirements for development teams

  • Tracking and assuring implementation, such as bug tracking

 
 

Facilitation

Picture of people in a workshop

  • Workshop planning and facilitation

  • Design Thinking workshops

  • Research facilitation and education

  • Research synthesis workshops

  • Group ideation, alignment, and decision making

  • Participatory design and co-creation

  • New team and new project kickoff meetings

 
 

Service and Systems Design

  • System mapping, such as stakeholder and ecosystem mapping

  • Service blueprints

  • Prototyping physical experiences, such as bodystorming