Phillip Hunter

@designoutloud Resumé LinkedIn

Experience+Business Strategy :: UX Leadership :: Interaction Design :: System Design


Successful design is finding the right ways to enable people to do things effectively, to understand concepts and information clearly, and ultimately, to lead better lives.

The City (2013)

Context:

Side project to create a Windows Phone application offering social functions for church communities.

Tools:

Sketching, Omnigraffle, and informal usability testing with friends and family.

Constraints:

Adapt from iPhone app, very part time, working for free with third party company.

Solution:

MVP-style prototype to gauge reception and use in WP marketplace.

Sketched ideas

Early wireframe

Annotated V1 Main News UI

Annotated V1 Post details UI

Platform You (2012)

Context:

A start-up, currently on hold, aimed at creating a crowdsourced continuing education marketplace. As a founder, led other co-founder and technical team though product strategy and design activities such as market research, persona and scenario discovery, business model development, and early and detailed design work.

Tools:

Sketching, Balsamiq, PowerPoint, Omnigraffle, Fireworks, and informal usability testing with friends and family.

Constraints:

Unclear requirements, no funding for full design, parallel design and development.

Solution:

Service front-ended by a robust web offering that would allow learners and teachers to search for, build, and manage learning plans, for free and for purchase.

Hand-annotated wireframes

Early site map

Plan use wireframe

Plan creation wireframe

MiMiles App (2010)

Context:

Utility apps such as mileage trackers are often designed poorly and rely on user input more than intelligent processing.

Tools:

Sketching and Balsamiq.

Constraints:

Personal time project, no funding or development resources.

Solution:

This would have been thorough and useful app for people who need to track mileage but don't want to muck with the details.

Task map

Home screen Dashboard

Adding an untracked trip

Devise Medical Financial System (2009)

Context:

Financial management provider for medical facilities needed to update their massive, homegrown, and unwieldy client and internal SQL-based UI for performing financial analysis and configuring system use. I was part of the small consulting design team responsible.

Tools:

Contextual research, persona creation, sketching, Omnigraffle, and Fireworks.

Constraints:

Remote design team, and the scope of the system and business rule set was immense.

Solution:

A robust browser-based tool that offered highly flexible and powerful views of and interactions with financial data and use scenarios.

Digital concept sketches

Configuration wireframe 1

Configuration wireframe 2

SpeechCycle Customer Care call routing (2008)

Context:

Call routing (or steering) systems are among the most difficult automated applications to get right. Challenges include using open prompts, the deceptive appearance of these applications, and coping with wide variety of callers and call reasons that will arrive in the application.

Tools:

Contextual research, prototyping, Excel, and a Visio-based IDE.

Constraints:

Limited resources and work time for design, no user research, and 8 weeks to hit production performance targets, an unprecedentedly short time.

Solution:

A complex IVR application designed to be navigated smoothly and simply, with a blend of conversational and command dialogue.

Impact:

The app exceeded performance expectations within the first two weeks and ultimately routed calls to the right location about 99% of the time through a combination of robust prompt structures and high recognition performance. Ultimately, this product was a key component of a successful sale of the company.

Production calls



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Voice Partners Mobile Customer Care (2005)

Context:

A regional mobile operator wanted to replace their failing speech recognition application with a customer-centered experience.

Tools:

Deep contextual research, personas, wizard-of-oz usability testing, prototyping, and Excel.

Constraints:

Remote design and developments and a skeptical development partner.

Solution:

A multi-persona IVR application offering a simple, streamlined, and highly pleasant command dialogue.

Impact:

The app achieved high customer satisfaction ratings and ROI in 65% of the projected time.

Test call



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