This project was focused on improving the internal experience of federal staff, specifically those who received and processed US Copyright submissions. Copyright applications came in from private citizens like you and me, and from businesses of all sizes.
My team was 100% remote (often without video, due to client firewall) on the west coast during the entire project, while the client was on the east coast. It posed some scheduling conflicts, but we ended up building a solid relationship with the client, so both parties were very understanding.
Below are descriptions of each phase of the project:
- Discovery
- Analysis
- Design
- Outcomes
Role UX lead, research lead
Responsibilities Customer research, user flows, meeting facilitation, Sketch wireframes, design reviews, mentorship
Project team Service & interaction designer (me), project director, visual designer, UX designer
1: Discovery (4 weeks)
- Our goal was to become familiar with the internal Copyright employee experience, from which we would use the data to execute the redesign of the internal digital experience. I planned and finalized the research plan with the client, after which we moved on to scheduling interviews.
- (below) A screen-grab from our mid-point research check-in with Copyright stakeholders, breaking down the number of sessions and participants we spoke with.
- (right) Affinity diagramming interview data and identifying themes. Squares in black specify employee role/title.
- (right) My research check-in with the Copyright staff project lead, director of registration policy, and their in-house design lead, was where I presented a work-in-progress summary, including a simplified visual to show how we would transition from discovery to design.
- The clients recognized that my team and I were taking great efforts to identify their daily challenges. In their words, they felt "listened to." They also appreciated the clarity on how we were going to move between qualitative data to tangible UI and designs.
