Day in the Life at Central Command Center

design work, product research, user experience, user research

Best data center I’ve seen!
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I’m working on a recap of this research we did on-site last month. This was such a great group of people, they let us into their workspace to understand their job, process, culture. They were so generous, and funny too! Always a plus.

I love what I do!

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What’s your favorite thing about visiting your users/customers on-site?

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Tα•ΌE Iα‘Žα—ͺIE α‘•Oα‘Žα”•α‘Œα’ͺTα—©α‘ŽT
π—£π—Ώπ—Όπ—±π˜‚π—°π˜ »𝗖𝗫« π—¦π—²π—Ώπ˜ƒπ—Άπ—°π—² π——π—²π˜€π—Άπ—΄π—»

I’m Heatherlee. An independent research and design consultant with a background in UX, a passion for service design, an interest in biomimicry and a stake in your strategy. I’m passionate about helping you bridge the gap between your product teams and the people you design for.

Contact info & more about me here.

Voice of Customer booth!

heatherlee nguyen, product research, user research
At my clients’ conference collecting user feedback this week. Two software companies are merging and it’s our job to embody DESIGN AS A STRATEGY. We were here collecting what people love, wish for and what they hope we don’t change as the integration roadmap planning begins. We also held a workshop where we collaborated directly with the customers, it was a big hit! What else did we do? What did we learn? How did these activities help the product team? More to come.. HeatherleeNguyen_C3-03

Tα•ΌE Iα‘Žα—ͺIE α‘•Oα‘Žα”•α‘Œα’ͺTα—©α‘ŽT π—£π—Ώπ—Όπ—±π˜‚π—°π˜ »𝗖𝗫« π—¦π—²π—Ώπ˜ƒπ—Άπ—°π—² π——π—²π˜€π—Άπ—΄π—» I’m Heatherlee. An independent research and design consultant with a background in UX, a passion for service design, an interest in biomimicry and a stake in your strategy. I’m passionate about helping you bridge the gap between your product teams and the people you design for. Contact info & more about me here.

Design Thinking at its finest!

design thinking, design work, human centered design

Last week at Azul Seven we coached an incredible group in the postures and mindsets of design thinking. 20 people from different departments came together to form teams and learn together.

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It was amazing to see them fully lean in, even when we asked them to spend 2 hours going up to strangers downtown Minneapolis! They gained empathy, created POVs, practiced effective brainstorming, prototyped and tested with real users.

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It was an intense 3-days: A true privilege to see the breakthroughs, to hear how they wanted to keep going after getting feedback, to know how eager they all are to use this new toolset when they returned to work this week.

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And this week, we do it all again! Day 1 with a different group from the same organization. Their goal is to have 100% of their workforce be trained in design thinking.. music to my ears!

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If you were hosting a bootcamp to teach your clients or teams something new, what would the topic be?


Tα•ΌE Iα‘Žα—ͺIE α‘•Oα‘Žα”•α‘Œα’ͺTα—©α‘ŽT
π—£π—Ώπ—Όπ—±π˜‚π—°π˜ »𝗖𝗫« π—¦π—²π—Ώπ˜ƒπ—Άπ—°π—² π——π—²π˜€π—Άπ—΄π—»

I’m Heatherlee. An independent research and design consultant with a background in UX, a passion for service design, an interest in biomimicry and a stake in your strategy. Thanks for stopping by!

Contact info & more about me here.

I love my job!

design work

Stoked to be coaching 3 full days (x2!) of design thinking bootcamps with my favorite local agency. They’re training me this week, to do it their own unique way.. techniques they’ve been recognized for, and one of the reasons I’ve wanted to work with them for years. Dream come true to have made it here, collaborating with them, learning from them and helping their clients with big juicy problems.

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Come next week I’m β€œcertified” to coach! ..but as with everything, I keep that learners mindset. I may be coaching but I am always a student! That’s the greatest part about working in design We don’t know everything and we don’t pretend to. But we’re curious. We’re open to change. We deeply love humanity.. And we hope to give others the tools to believe they too, are designers. We are all design thinkers at the core.. just a muscle we must discover and exercise. We are coaches but you are experts. We are facilitators but you are doers. This is about you bringing this practice to everything you do. This is a mindset shift. This is a culture change. This is practice at its best ✨


Tα•ΌE Iα‘Žα—ͺIE α‘•Oα‘Žα”•α‘Œα’ͺTα—©α‘ŽT
π—£π—Ώπ—Όπ—±π˜‚π—°π˜ »𝗖𝗫« π—¦π—²π—Ώπ˜ƒπ—Άπ—°π—² π——π—²π˜€π—Άπ—΄π—»

I’m Heatherlee. An independent research and design consultant with a background in UX, a passion for service design, an interest in biomimicry and a stake in your strategy. I’m passionate about helping you bridge the gap between your product teams and the people you design for.

Contact info & more about me here.

Contextual Inquiry – 2 Days in the Life //// PROJECT HIGHLIGHT

design work

One of my favorite experiences to date was touring this call center & fulfillment center where I got to meet the heart and soul of this important service, the people on the phone, the people packaging up orders!

It was a humbling experience that actually brought me to tears.

It was my first time in Kentucky & Tennessee and I truly can attest to that beautiful southern hospitality.. these people deeply cared about the people they served. Their hearts were huge. And I’ll never forget about how privileged I felt to be able to help design a better process and software system for them to be able to do their jobs better. Thank you to all you kind souls in the service industries!!! You are the backbone of everything ❀️❀️❀️

What a great experience being in the field, with the people powering the service experience for this brand. One to the artifacts I created was a digital and static journey map documenting the patient experience from first call all the way to final delivery. I documented the process followed, systems used, pain points for users and impact on end customers. I learned so much! It was very interesting to see the back and forth, circular relationship between internal team members and outside providers. .

 

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I’m Heatherlee. An independent research and design consultant with a background in UX, a passion for service design, an interest in biomimicry and a stake in your strategy. Thanks for stopping by!

Contact info & more about me here.

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