EMILY DAHL
Service Design, UX Research, and Process Improvement
WORK
Over the last five years I have worked primarily in the employee experience realm with much of my work dedicated to internal design projects. The case studies below highlight some of the skills I have developed and tools I have used recently. For full work samples or if you have questions, please don't hesitate to contact me directly.
I BELIEVE EMPATHY IS AT THE HEART OF ALL GOOD DESIGN.
WITHOUT EMPATHY, HOW CAN WE TRULY UNDERSTAND THE NEEDS OF OTHERS?
PROCESS
EMPATHIZE
The beginning of my process is always focused on learning about the client or businesses needs as well as who the users are and their goals. It is important in this phase to challenge your own assumptions. Before I can begin to solve a problem, I first my make sure we have focused on the right problem to solve.
PLAN
Before research and design, it is important to strategically plan what steps to take and confirm they meet the needs of the client. For all my projects I create a detailed project plan and key milestones to meet. It is also important at this time to define what success looks like and how it will be measured.
RESEARCH & ANALYSIS
Time to dig in! Here I will ask what information is needed to understand the root of the problem by talking to the users, the stakeholders, and anyone who may understand the problem at hand. Conduct desk research or competitor analysis may also be appropriate to see if others have answered the questions we have or if existing data can inform the process.
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Once I have your data, what does it tell us? By examining the patterns that emerge I will develop key insights such as personas and journey maps. This will also be the time to determine if there are gaps in the knowledge that require more research. Here I will confirm we are focused on the right problem.
DESIGN
Design is about generating ideas, co-creating, and sketching. Here I will take a moment to entertain a large number of ideas, but only take forward the ideas that are viable. I will make sure you as the client are involved in the decision-making process, but is also is important to consider what other stakeholders should be included.
TEST
Now we find out if our ideas work through testing, by keeping what works and take what doesn’t back to the drawing board. Good design is iterative, and each cycle provides valuable feedback for the next round.
ABOUT
Integrating service design and process improvement techniques to create remarkable experiences. Exploring how services designed for good impact satisfaction, performance, and learning. Experienced in project management, content strategy, and change management. A life long learner, currently digging into how people analytics and data science can connect to UX.
