Hi, I'm Kim.
My approach to design focuses on working with stakeholders to define the problem space with respect to business goals, applying design research methodologies to identify relevant customer problems, and conducting rapid prototyping and testing to scope a design solution.
Ultimately my goal is to deliver the right product for customers while achieving business results.
As Senior Product Designer at Pantheon, I designed tools that enable development teams to build, launch, and maintain websites without worrying about infrastructure, provided design leadership to business initiatives by partnering with product and engineering to define requirements and make recommendations, and created structure for design process and methods.
New plans presentation and purchasing experience redesign
In 2018, Pantheon updated its pricing for the first time in the company's history. To support the launch of new site plans and pricing, we redesigned the entire offer presentation and purchasing experience.
Our primary goal was to proactively communicate the value of the platform and minimize the perception of commodity web hosting. We conducted extensive user testing to ensure we sell the benefits the customer will receive (not features), highlight our main value prop, and call out differentiators we learned users care most about. This work contributed to the company's accelerated revenue growth year over year and increased sales efficiency.
Improve the first time user experience
In order to improve retention and engagement of new users in their first week, we redesigned the first time user experience (FTUE). To determine which parts we should invest in, I first led user user research to discover new users' goals and common roadblocks encountered.
Through prototyping and user testing, we synthesized and implemented an approach to help new users more quickly realize the work and time they can save by using the platform, proactively highlight the benefits of Pantheon using interviewee's own reasons, introduce teachable moments, and guide new users to next actions. One experiment resulted in a 10% key metric improvement.
Improve CLI learnability and usability
I led the research and design work to improve the CLI experience and increase usage, which we know can lead to more active users on the platform.
After learning our main problem is discoverability and lack of actionable information in one place, we created a manual to consolidate information and use as an official, source of truth, and created a set of examples scenarios users can apply immediately to their work. After release, the manual stayed the top-ranked page of our entire documentation for 6 months (and 2 years later remains in the top 3).
Help developers work more efficiently with a site starter kit
I led the design of a new capability that enables organizations to customize the way they use Pantheon by using a site starter kit. This reduces redundant setup and maintenance work by using a common starting codebase for their portfolio of sites.
Through iterative development and user testing, we prioritized and released features that would bring customers the most value throughout several sprints, and discarded ideas that were not valuable.
Example slide showing customer's viewpoint of disaster recovery.
Explore user needs in order to recommend product requirements
I partnered with Product Managers to explore user needs in order to recommend product direction for disaster recovery, a feature for customers to use their own SSL certificates (instead of our included, managed certificates), and to inform experiments with our first time user experience through multivariant testing.
I led the planning, execution, and analysis of user research activities including in-person and remote customer interviews, surveys to customers and prospects, and competitor analysis workshops with the team.
As BinWise's first designer, I led the design for a beverage management SaaS product for restaurants. To improve a fragmented and inconsistent product, I was responsible for integrating user research and testing techniques to move to a human-centered development process, developed design principles and a style guide to reduce redundant work, and redesigned several areas of the product to decrease customer frustration and time spent on tasks.
Develop a better product through human-centered design
I interviewed and observed our customers to learn their workflow problems, both inside and outside of BinWise. Based on this research, I worked with the engineering team to develop personas, design principles, and implement interactions that were more straightforward and intuitive for our customers compared with the prior versions.
This research and new design system informed the redesign of several areas of the product to help our customers use the product more effectively and reduce our own support costs.
Redesign a more efficient inventory process
The Inventory system is a critical part of the platform customers use to count their inventory and track items over time. Through usability testing of the existing system and review support calls and tickets, we learned the existing 7-step process was unecessarily long, complicated, and difficult for customers to understand.
I led the redesign into a 3-step process which provides more guidance and help along the way, and proactively assists the user in catching errors earlier. The improvements reduced user frustration, the amount of time customers spent on task, and the number of support tickets received.
Case study coming soon
Improve scansheet usability
So that users can count inventory and import their counts into BinWise fast, they use our proprietary scanner and a scansheet - a list of barcodes the customer places near the items. The old scansheet interface was difficult to use and inefficient - for example, users were unable to save existing scansheets and instead had to remake them from scratch every month!
I redesigned this feature so that customers can save and edit as many scansheet files as they need. We implemented new functionality based on user needs such as renaming, duplicating, and bulk actions. We also made previously hard-to-discover controls more obvious - such as a drag and drop interaction which is useful for users to organize items according to their physical arrangement in the restaurant.
More explorations to improve the product
The team and I also concepted ideas to help with other problems we've observed in the product.
For example, most tools customers need to manage their items are scattered across different areas of the product. We envisioned a centralized interface to accomplish tasks related to item management that users would expect to be able to do. For example, bulk actions would enable users to take care of common tasks on multiple items in one place, instead of manipulating items one-by-one in different areas.
At Schell Games I was the User Interface Designer for educational desktop, mobile, and location-based games, responsible for defining user flows, iteration through playtesting, creating and implementing art assets. I was the art lead on several projects, advised the UI other projects, and mentored junior artists and interns.
S.E.C.R.E.T. (Project Codename: Sherlock) location-based game
I was the UI Lead on early stages for an immersive game based in the Children's Museum of Houston.
Kids enlist in the Special Elite Crime Resolution and Espionage Team (aka S.E.C.R.E.T.) to crack codes, uncover clues and outsmart villains. Agents are assigned missions, and travel throughout the museum to engage with several physical installation. A system tracks their mission progress throughout multiple visits, and they are rewarded by both physical and digital badges for completed missions.
Daniel Tiger's Neighborhood website and games
I led the UI design for the Daniel Tiger's Neighborhood companion PBS website design, games, and print-outs. As an extension of the animated series aimed at preschoolers, we created an experience to continue the mission for children to learn key social skills necessary for school and for life.
I worked with the game designer and PBS to map out flow of the website and games so that all of the interactions were fun for kids to play with, and the parent/guardian could intuitively navigate the site.
Inklings Underground tablet game
I was the UI and Art Lead this language arts learning game for junior high students. Students play as a magical creature, Blott, who lives below the ground and needs to repair his home by fixing wrong words and sentences. Through the game, players will recognize patterns and word parts to grow their language arts skills.
© Kim Kiser Ramirez 2018