User Centered Design initiative leadership

A major charity found that many of the internal-facing applications developed by their IT Services department weren’t meeting user needs — and thus weren’t fulfilling business goals. They reached out for help, first to assess the department’s readiness for user centered design (UCD), then to train and socialize scrum teams and business partners in UCD. As head of the Lokion team, I:

  • Conducted more than 40 interviews with department leaders, product owners, scrum team members, and business partners across the enterprise to assess the department’s current user-engagement practices, and recommend the best approach to training and socializing.
  • Co-facilitated workshops to train more than 220 individuals — leaders, scrum team members, and business partners — in UCD tools and concepts.
  • Assisted teams in creating more than 50 personas and 25 journey maps to help them better understand users and their needs.
  • Conducted weekly drop-in sessions for leaders, team members, and business partners to bring their day-to-day UCD-related questions.
  • Co-facilitated nine “lean coffee” followup discussions for workshop attendees.
  • Wrote scripts and team discussion guides for a dozen training videos on UCD topics.