https://stevencalhoun.design Steven Calhoun Design Tue, 07 Oct 2025 02:55:57 +0000 https://stevencalhoun.design en https://stevencalhoun.design/Home-1 Fri, 13 Aug 2021 14:09:27 +0000 Steven Calhoun Design https://stevencalhoun.design/Home-1 . https://stevencalhoun.design/About Wed, 28 Jul 2021 18:50:05 +0000 Steven Calhoun Design https://stevencalhoun.design/About <img width="1528" height="1540" width_o="1528" height_o="1540" data-src="https://freight.cargo.site/t/original/i/0dacf72e9840989a977b9c9b26b20b8f2c9ae1e2283688876d6f9294766dd209/Screen-Shot-2022-05-02-at-2.30.27-PM_2.jpg" data-mid="145699160" border="0" data-no-zoom src="https://freight.cargo.site/w/1000/i/0dacf72e9840989a977b9c9b26b20b8f2c9ae1e2283688876d6f9294766dd209/Screen-Shot-2022-05-02-at-2.30.27-PM_2.jpg" /> My name is Steven Calhoun.I am a multidisciplinary designer based out of Somerville, MA. I have an educational background in product design, design research, and business strategy.&nbsp; In short, I am obsessed with the intersection of design and business innovation. I love investigating how businesses lead their industries with strategic design positioning. All products and services have the same end goal: to give the user value that is worth the time/monetary cost. Design thinking can help find ways to make both the provided value more catered, and the cost more optimized. I believe design is a tool that helps us make sense of complex systems, and that is what perpetuates my love for problem-solving through design.I began my journey as a designer in the garage of my childhood home, building toys, skate ramps, and forts as my father built Spanish missionary-style wood furniture out of cherry and walnut woods. By constantly building and prototyping, even as a child, I recognized the power of articulating thoughts through different mediums.This process of building, refining, and repeating was ingrained in my head. I always knew I wanted to become a creator, but what I didn’t know was what I would end up doing for a profession. Design found me as I was looking for jobs that focus on expression, understanding, and creation. Outside of professional life, I love creating watercolor and multi-media artwork. I push pigments around until my brain feels happy about it. Painting makes me feel calm, nothing more to it!Art portfolio :) Contact me Bored? Need a drink? Want to show me pictures of your dogs? Want to ask me what the image is? ...Or maybe you want to talk about working together. Whatever it is, hit me up, and let’s chat! Email here:&nbsp; &nbsp;Stevenmcalhoun@gmail.com Or click here: &nbsp;Contact form <img width="3072" height="3876" width_o="3072" height_o="3876" data-src="https://freight.cargo.site/t/original/i/3f73175abf31f230afe37f7de7c6ca5beab4ce8137d3bfe4e23042abe3be8b07/PXL_20230505_1309037402.jpg" data-mid="206867544" border="0" data-scale="87" alt="Blooming Bizarre, Watercolor, Pen" data-caption="Blooming Bizarre, Watercolor, Pen" src="https://freight.cargo.site/w/1000/i/3f73175abf31f230afe37f7de7c6ca5beab4ce8137d3bfe4e23042abe3be8b07/PXL_20230505_1309037402.jpg" /> <img width="3072" height="4022" width_o="3072" height_o="4022" data-src="https://freight.cargo.site/t/original/i/09efe7d8885832eaffc640a22c4851511a94ec9ef3cfa3aef666e6d5c491b0c5/PXL_20230505_1308503062.jpg" data-mid="206867463" border="0" data-scale="84" data-no-zoom="true" alt="Deserted Deluge, Watercolor, Pen" data-caption="Deserted Deluge, Watercolor, Pen" src="https://freight.cargo.site/w/1000/i/09efe7d8885832eaffc640a22c4851511a94ec9ef3cfa3aef666e6d5c491b0c5/PXL_20230505_1308503062.jpg" /> <img width="2665" height="4080" width_o="2665" height_o="4080" data-src="https://freight.cargo.site/t/original/i/07f4c5f5d94bc681d520443bd2f7e26fc23586e0f574e9adb8be8a6f9a089ad3/PXL_20230220_0542501084.jpg" data-mid="206867655" border="0" data-scale="86" alt="Metropolitan Merging, Watercolor, Pen" data-caption="Metropolitan Merging, Watercolor, Pen" src="https://freight.cargo.site/w/1000/i/07f4c5f5d94bc681d520443bd2f7e26fc23586e0f574e9adb8be8a6f9a089ad3/PXL_20230220_0542501084.jpg" /> <img width="1822" height="2713" width_o="1822" height_o="2713" data-src="https://freight.cargo.site/t/original/i/ceff0185f51cb76be629426ff9a7763bdc539865d6051ce32a5dcd901468d707/original_0bba1d8c-20b6-44bb-9555-64371b53760d_PXL_20230222_023857451.jpg" data-mid="206867588" border="0" data-scale="88" alt="Seaside Shift, Watercolor, Pen" data-caption="Seaside Shift, Watercolor, Pen" src="https://freight.cargo.site/w/1000/i/ceff0185f51cb76be629426ff9a7763bdc539865d6051ce32a5dcd901468d707/original_0bba1d8c-20b6-44bb-9555-64371b53760d_PXL_20230222_023857451.jpg" /> https://stevencalhoun.design/My-Process Wed, 28 Jul 2021 18:50:00 +0000 Steven Calhoun Design https://stevencalhoun.design/My-Process Good design is fun (ctional)Design is a systematic process of solving problems within the limitations set onto us. Design is a method of communication that allows stakeholders to understand and translate our intents into action.Design solutions balance the needs of your users while ensuring your organization’s goals are achieved (these things ideally align! Good work makes me happy The thing that excites me most about design is its ability to teach me new things. Curiosity and stubbornness drive my quest for understanding. Design allows me to approach specific problems with definitive parameters. I’ve always thought that the most successful outcomes are generated from times of stress, limitation, and ambiguity. Process makes perfect (ish)Design without process is like baking without measuring. You may know what you need, you may know all the required materials, but without the correct sequence of steps, you’re leaving a lot of the work up to assumptions and luck.My design processInvestigate The most important aspect of design is understanding. This means understanding your goals, users, and the limitations that always come to rain on your design parade.Iterate Once the fuzzy ideas begin to form a design solution, the best thing to do is to create and fail. Only through knowing what is working and what is not can you truly tell if your solutions are perfect. (Inherently, no design is perfect though)AssessDesign methodology, much like the scientific methodology, relies on proving your hypotheses. Through user testing, designs are able to be “torn apart”. In other words, by assessing your designs, you are also allowing for the holes to show, for the oversights to be highlighted, and for the effectiveness of the design to be evaluated. &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; And repeat! &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; This is all good and dandy, but if you don’t continually aim for improvement, what’s the point of designing? https://stevencalhoun.design/RefleXion-Medical-1 Tue, 07 Oct 2025 02:55:57 +0000 Steven Calhoun Design https://stevencalhoun.design/RefleXion-Medical-1 <img width="400" height="80" width_o="400" height_o="80" data-src="https://freight.cargo.site/t/original/i/49860f0ff007ae38db0cc081687fef357bf5c85984e44018da58f16b47919013/logo.png" data-mid="239094281" border="0" src="https://freight.cargo.site/w/400/i/49860f0ff007ae38db0cc081687fef357bf5c85984e44018da58f16b47919013/logo.png" /> EXPERIENCESTRATEGYRESEARCH RefleXion Medical provides cutting-edge radiation oncology utilizing the novel Biologically Guided Radiation Therapy (BgRT), which combines PET technology to show the treatment system exactly where the cancer cells are and when to shoot... in real time.RefleXion Medical is developing technology that pushes the boundaries of radiological care. Their product is a Radiation Oncology machine that can provide two different modalities of treatment: Image Guided Radiation Therapy (IGRT, the industry standard) and the novel Biologically-guided Radiation Therapy (trademarked as SCINTIX Therapy). As a UX Designer at RefleXion Medical, I worked on the Product Strategy team as the sole designer. This team was made up of the Director of UX Design (my manager), the Director of Product Management, the Chief Technology Officer, another product manager, and a technical writer.&nbsp; Being a designer embedded in this influential and strategic team meant I had a prominent role in our product and design strategy and helped drive the platform roadmap. Additionally, I managed customer feedback and conducted market research to design platform features, documentation, and usability improvements to support four different workspaces: Patient Management, Treatment Planning, Treatment Delivery, and Medical Physics.&nbsp; Presentations can be given upon request!&nbsp; Due to the nature of RefleXion Medical, being a startup and having novel, unreleased technology, I am only able to present my design work live. <img width="1200" height="1200" width_o="1200" height_o="1200" data-src="https://freight.cargo.site/t/original/i/37ee07600ce8557fa22f6f01498b37eb440ee7a94383c599777305fde5e7e38e/noun-x-ray-6378341-969696.png" data-mid="239610612" border="0" data-scale="10" data-no-zoom data-icon-mode src="https://freight.cargo.site/w/1000/i/37ee07600ce8557fa22f6f01498b37eb440ee7a94383c599777305fde5e7e38e/noun-x-ray-6378341-969696.png" />Treatment Analysis OverhaulCase study - UX &amp; ResearchAn overhaul of treatment review UX for the X2 Platform, driven by user feedback, adding the ability to treat and review multiple delivery sites. <img width="1200" height="1200" width_o="1200" height_o="1200" data-src="https://freight.cargo.site/t/original/i/70cbccae9eda271442f2532095c5264b6c96fe32157c75cde94d16ffce441c8f/noun-medical-record-6175853-969696.png" data-mid="239610641" border="0" data-scale="10" data-no-zoom data-icon-mode src="https://freight.cargo.site/w/1000/i/70cbccae9eda271442f2532095c5264b6c96fe32157c75cde94d16ffce441c8f/noun-medical-record-6175853-969696.png" /> Patient Records Overhaul&nbsp;Case study - Platform Redesign A platform redesign of record management, researched and designed to support more complex clinical planning use cases. <img width="1200" height="1200" width_o="1200" height_o="1200" data-src="https://freight.cargo.site/t/original/i/16b977619bc913202dc1e8a7f1dd2c9b68a57c07154cece1b667dce4bb8352b9/noun-medical-record-6175808-969696.png" data-mid="239610628" border="0" data-scale="10" data-no-zoom data-icon-mode src="https://freight.cargo.site/w/1000/i/16b977619bc913202dc1e8a7f1dd2c9b68a57c07154cece1b667dce4bb8352b9/noun-medical-record-6175808-969696.png" /> Regulatory + Market Research&nbsp;Case study - Regulatory Research A Collection and analysis of Nuclear Medicine Technologist user behavior and state regulations + requirements for novel clinical workflows. https://stevencalhoun.design/Toast-projects Sat, 17 Feb 2024 16:44:53 +0000 Steven Calhoun Design https://stevencalhoun.design/Toast-projects <img width="1230" height="326" width_o="1230" height_o="326" data-src="https://freight.cargo.site/t/original/i/72116553baa398d37036939bf528a460089d49d37222b9f1cbaf2a3ca2312f82/Toast_logo.svg-1.png" data-mid="205386625" border="0" data-scale="5" data-no-zoom data-icon-mode src="https://freight.cargo.site/w/1000/i/72116553baa398d37036939bf528a460089d49d37222b9f1cbaf2a3ca2312f82/Toast_logo.svg-1.png" /> EXPERIENCESTRATEGYRESEARCH Toast empowers the restaurant community to delight guests, do what they love, and thrive in an evolving industry Toast sells software solutions tailored for the restaurant industry, including point-of-sale systems, online ordering, inventory management, and customer relationship tools. Their products streamline restaurant operations, enhance customer experiences, and drive business growth. As a Product Designer at Toast, I worked supporting three different teams. My primary areas of product responsibility were Authentication and User Access + Security. I worked within a triad consisting of product management, engineering, and design in order to research and design platform offerings to support teams across the company and more importantly, every single customer and user of Toast software. I also offered design strategy consultation for a third team at Toast.org, Toast’s non-profit arm, focusing on supporting the communities surrounding our customers’ businesses. <img width="1200" height="1200" width_o="1200" height_o="1200" data-src="https://freight.cargo.site/t/original/i/8878da31a513f1a8f452e49017978e1d178de7d737066fa695895c41090592da/noun-account-key-752550-FF4D00.png" data-mid="205516769" border="0" data-scale="10" data-icon-mode src="https://freight.cargo.site/w/1000/i/8878da31a513f1a8f452e49017978e1d178de7d737066fa695895c41090592da/noun-account-key-752550-FF4D00.png" />Permission Design VisionCase study - UX &amp; ResearchAn overhaul of access management UX for the Toast platform, led by me and driven by direct user research with iterative testing <img width="1200" height="1200" width_o="1200" height_o="1200" data-src="https://freight.cargo.site/t/original/i/9ddec0573b295dbe8072f1110a9ade38fabe533c52186e5ff0c4f96860b9796f/noun-earth-892570-FF4D00.png" data-mid="205517803" border="0" data-scale="10" data-no-zoom data-icon-mode src="https://freight.cargo.site/w/1000/i/9ddec0573b295dbe8072f1110a9ade38fabe533c52186e5ff0c4f96860b9796f/noun-earth-892570-FF4D00.png" /> Toast for GoodCase study - Strategy A strategic introduction of UX product improvements, driving customers to better support their communities <img width="1200" height="1200" width_o="1200" height_o="1200" data-src="https://freight.cargo.site/t/original/i/55bc351da495b016967d2c6e44bc5bb90a51b59e7c8c183ab4211f1a677c436c/noun-headset-1037363-FF4D00.png" data-mid="205516750" border="0" data-scale="10" data-no-zoom data-icon-mode src="https://freight.cargo.site/w/1000/i/55bc351da495b016967d2c6e44bc5bb90a51b59e7c8c183ab4211f1a677c436c/noun-headset-1037363-FF4D00.png" /> Toast Customer SupportCase study - UX &amp; Research An urgent improvement to the growing and long-neglected issue of customer caller ID with inaccurate or conflicting data models https://stevencalhoun.design/Toast-Permission-Design-Vision Mon, 26 Feb 2024 16:30:28 +0000 Steven Calhoun Design https://stevencalhoun.design/Toast-Permission-Design-Vision ︎︎︎ Toast projects Toast - Access Design Vision Case study - UX &amp; Research“I want to manage access control across my restaurant(s) efficiently, enhancing permissions as my business evolves and gains insights” My longest-lasting project and most significant contribution to Toast was my involvement in their complete overhaul of the user access management experience. I supported the Identity Platform from initial concept ideation to technical exploration, user research, and eventually to initial implementation. The core of my contribution was the insistence that we understand the wide range of use cases as soon as possible, so the technical exploration can be focused entirely on users’ Jobs-To-Be-Done, and allow for product representatives to consider the segmenting of new functionality with sales and marketing for various customer business sizes. The following case study examines the Permission Design Vision project, showcasing my process of simplifying complex data models into a streamlined access management UX for users, in the shift to a significantly more powerful and granular permissioning engine: Outcome <img width="1200" height="1200" width_o="1200" height_o="1200" data-src="https://freight.cargo.site/t/original/i/3f8f69a6ea7d5c81efbb538a4b3ba224652a40fb19e29cd19513d9b3c415c240/noun-briefcase-check-mark-754771-FF4D00.png" data-mid="205795874" border="0" data-scale="10" data-no-zoom data-icon-mode src="https://freight.cargo.site/w/1000/i/3f8f69a6ea7d5c81efbb538a4b3ba224652a40fb19e29cd19513d9b3c415c240/noun-briefcase-check-mark-754771-FF4D00.png" /> Reduced job creation&nbsp;friction 12 down to 5 minimum clicks <img width="1200" height="1200" width_o="1200" height_o="1200" data-src="https://freight.cargo.site/t/original/i/5532049fa3841446ee159381e5da03737e3ee056486b775275a58605a7778508/noun-cellphone-link-783768-FF4D00.png" data-mid="205795873" border="0" data-scale="10" data-no-zoom data-icon-mode src="https://freight.cargo.site/w/1000/i/5532049fa3841446ee159381e5da03737e3ee056486b775275a58605a7778508/noun-cellphone-link-783768-FF4D00.png" /> Enhanced Toast Platform&nbsp;connectivity3 connected Toast apps <img width="1200" height="1200" width_o="1200" height_o="1200" data-src="https://freight.cargo.site/t/original/i/c6576e4a718c9d8b0a05efb84c094ac144e9c4ea799145d6c08bb0a472d675d7/noun-bulletin-board-754788-FF4D00.png" data-mid="205795872" border="0" data-scale="10" data-no-zoom data-icon-mode src="https://freight.cargo.site/w/1000/i/c6576e4a718c9d8b0a05efb84c094ac144e9c4ea799145d6c08bb0a472d675d7/noun-bulletin-board-754788-FF4D00.png" /> Introduced detailed access reporting Reducing support volume <img width="2880" height="2072" width_o="2880" height_o="2072" data-src="https://freight.cargo.site/t/original/i/023dfc0891210f7d8de4eda64e15a57a112f72b60aa8ba6a53c1c87370c1c4b5/Employees.png" data-mid="206361657" border="0" data-scale="84" src="https://freight.cargo.site/w/1000/i/023dfc0891210f7d8de4eda64e15a57a112f72b60aa8ba6a53c1c87370c1c4b5/Employees.png" /> Context Why switch our permission platform now? The current architecture has reached its limits, hindering the efficient addition of new products and acquisitions, leading to multiple authentication systems and increased operational workload. Customer pain points include grouped and "hidden" permissions, lack of transparency, and difficulty in self-diagnosing issues. The system acts as a blocker for critical customer features, and extending it would be impractical, necessitating a shift to address limitations, improve user experience, and meet evolving legal, security, and compliance requirements. Why switch our permission platform from RBAC to ABAC? <img width="1200" height="1200" width_o="1200" height_o="1200" data-src="https://freight.cargo.site/t/original/i/bdd113d8b8c1a96b91ab0bd29f6ed7cee0e5bffe9a3f1634d7eed1ed54b53cde/noun-briefcase-754774-FF4D00.png" data-mid="205518842" border="0" data-scale="10" data-no-zoom data-icon-mode src="https://freight.cargo.site/w/1000/i/bdd113d8b8c1a96b91ab0bd29f6ed7cee0e5bffe9a3f1634d7eed1ed54b53cde/noun-briefcase-754774-FF4D00.png" /> Role-Based Access Controls (RBAC) Limited, flat permission management at scale “My access is granted directly from job assignment” I am a chef (Job:Chef) = I get chef access everywhere my business uses Toast <img width="1200" height="1200" width_o="1200" height_o="1200" data-src="https://freight.cargo.site/t/original/i/e4cbccd5e7ddc798bedff9e61f8a0c33e9d2900104eb20910136474690411ce0/noun-key-change-1037404-FF4D00.png" data-mid="205518403" border="0" data-scale="10" data-no-zoom data-icon-mode src="https://freight.cargo.site/w/1000/i/e4cbccd5e7ddc798bedff9e61f8a0c33e9d2900104eb20910136474690411ce0/noun-key-change-1037404-FF4D00.png" /> Attribute-Based Access Controls (ABAC) Flexible + granular permission management at scale “My&nbsp; access is based on the sum of my parts” &nbsp; &nbsp;I am a chef (Job:Chef)+ I am scheduled right now (Time:OnSchecule) + I work at only one location (Location:Here) = I get chef-related access, on schedule, at my location Complex Use Case illustrating ABAC’s power is Restaurant Franchises: As a Corporate Admin, I want my Franchisees (Attribute: Employee group) to only be able to edit specific fields (Attribute: Menu, Attribute: Menu Object) within the Menu Editor (Page access rule) at the locations they manage (Attribute: Location). ABAC allows employees to be viewed holistically by both the user and the platform ︎ User attributes Franchisee Location manager (Who is this person, what do they do?) ︎ Resource and action attributes Franchise menus Menu prices (What data/action is being accessed?) ︎ Access rule Edit menus Edit menu prices (What rules determine grant/deny?) <img width="1392" height="1020" width_o="1392" height_o="1020" data-src="https://freight.cargo.site/t/original/i/a42d680305f6e4210567f0b65b50929c2b90ba2a5d55a8aec3b8ea433c842d8d/ABAC-Diagram.png" data-mid="206647173" border="0" data-scale="40" data-icon-mode src="https://freight.cargo.site/w/1000/i/a42d680305f6e4210567f0b65b50929c2b90ba2a5d55a8aec3b8ea433c842d8d/ABAC-Diagram.png" /> Attributes are associated with users to help describe, to our system, who they are: Jobs assignedLocations assignedShifts scheduledTenure at companyAgeSensitive accessAnything else a business wants to configure! With these attributes and rules, our platform determines what a user can interact with in Toast... Project goals <img width="1200" height="1200" width_o="1200" height_o="1200" data-src="https://freight.cargo.site/t/original/i/68b426e8a768a8a7aad74455ff67dbbe17f3a31fc6cb78858881dfd5f615e9e2/noun-run-1147461-FF4D00.png" data-mid="205583248" border="0" data-scale="5" data-no-zoom data-icon-mode src="https://freight.cargo.site/w/1000/i/68b426e8a768a8a7aad74455ff67dbbe17f3a31fc6cb78858881dfd5f615e9e2/noun-run-1147461-FF4D00.png" /> Preserve mental models Increasing efficiency in the functions users already perform and preserving mental models even with added functionality <img width="1200" height="1200" width_o="1200" height_o="1200" data-src="https://freight.cargo.site/t/original/i/165b5bc4c120a91c344644f2b965aa8c2cb5c034938a1447cc88a17353f2eb63/noun-television-guide-1326405-FF4D00.png" data-mid="205609911" border="0" data-scale="5" data-no-zoom data-icon-mode src="https://freight.cargo.site/w/1000/i/165b5bc4c120a91c344644f2b965aa8c2cb5c034938a1447cc88a17353f2eb63/noun-television-guide-1326405-FF4D00.png" /> Centralize access management Ensuring access management encompasses all products within the Toast Platform, in a single location <img width="1200" height="1200" width_o="1200" height_o="1200" data-src="https://freight.cargo.site/t/original/i/f9f2072511252043f1fd57e8bc619a908c235e994e65c7cb685c01cb7562781e/noun-magnify-1143986-FF4D00.png" data-mid="205519299" border="0" data-scale="5" data-no-zoom data-icon-mode src="https://freight.cargo.site/w/1000/i/f9f2072511252043f1fd57e8bc619a908c235e994e65c7cb685c01cb7562781e/noun-magnify-1143986-FF4D00.png" /> Make access more clearMaintain clarity in access assignments to instill confidence in user choices and trust in the platform Research Research process Initial research for overhauling access management at Toast was focused on both technical limitations and opportunities presented by our tech upgrade. We conducted Toast Customer and Customer Success Manager interviews to gather a consensus on current issues, then I personally organized and ran subject matter expert workshops where we rapidly iterated on design solutions. <img width="1200" height="1200" width_o="1200" height_o="1200" data-src="https://freight.cargo.site/t/original/i/4d4b0d1832499c257fcd0362a07400029d79dddfb280dea8fd86d89e2f4bc6fe/noun-happy-892585-FF4D00.png" data-mid="216241480" border="0" data-scale="5" data-no-zoom data-icon-mode src="https://freight.cargo.site/w/1000/i/4d4b0d1832499c257fcd0362a07400029d79dddfb280dea8fd86d89e2f4bc6fe/noun-happy-892585-FF4D00.png" /> 16 Customer interviews Direct feedback collected from restaurant owners, people managers, and IT workers at a range of experience levels and restaurant complexities <img width="1200" height="1200" width_o="1200" height_o="1200" data-src="https://freight.cargo.site/t/original/i/325625db965a0307870fdc3d6a3868e29febf7ad58679f4fe553db87a25749f8/noun-clipboard-account-783804-FF4D00.png" data-mid="216241476" border="0" data-scale="5" data-no-zoom data-icon-mode src="https://freight.cargo.site/w/1000/i/325625db965a0307870fdc3d6a3868e29febf7ad58679f4fe553db87a25749f8/noun-clipboard-account-783804-FF4D00.png" />&nbsp; 4 CSM interviews Collaborated with Customer Success Managers representing every customer segment and helped distill their historical feedback into the themes below &nbsp;<img width="1200" height="1200" width_o="1200" height_o="1200" data-src="https://freight.cargo.site/t/original/i/4fd76903ebe35609d0b6e9e1d301b856106626210825c72d87964d8f0c4991ed/noun-library-1143975-FF4D00.png" data-mid="216241471" border="0" data-scale="5" data-no-zoom data-icon-mode src="https://freight.cargo.site/w/1000/i/4fd76903ebe35609d0b6e9e1d301b856106626210825c72d87964d8f0c4991ed/noun-library-1143975-FF4D00.png" /> 3 Subject matter expert workshopsStakeholder review in combination with customer engagement allowed for design concepts to be validated and built upon in a rapid yet engaged manner Historic customer feedback Collected and distilled with help from Toast Customer Success Managers <img width="1200" height="1200" width_o="1200" height_o="1200" data-src="https://freight.cargo.site/t/original/i/054fbc97b849a456ceefca30a9edc413f86fb9c06403d9388dfb1ebb3a9e8eec/noun-eye-892594-FF4D00.png" data-mid="206014034" border="0" data-scale="5" data-no-zoom data-icon-mode src="https://freight.cargo.site/w/1000/i/054fbc97b849a456ceefca30a9edc413f86fb9c06403d9388dfb1ebb3a9e8eec/noun-eye-892594-FF4D00.png" /> Transparency + Visibility I want to quickly understand who has what access across my business <img width="1200" height="1200" width_o="1200" height_o="1200" data-src="https://freight.cargo.site/t/original/i/edfbbeea72031f6730a10d37a087119ef424b155b96a49fd796a76fe46f74fa4/noun-checkbox-marked-783785-FF4D00.png" data-mid="205519379" border="0" data-scale="5" data-no-zoom data-icon-mode src="https://freight.cargo.site/w/1000/i/edfbbeea72031f6730a10d37a087119ef424b155b96a49fd796a76fe46f74fa4/noun-checkbox-marked-783785-FF4D00.png" /> Accountability I want to see what was changed, in detail, within my business and by whom <img width="1200" height="1200" width_o="1200" height_o="1200" data-src="https://freight.cargo.site/t/original/i/fd6ff96d2465aa6cd10a167f73272fd8d223b1d1d0a4a86cc3640e86f1558be5/noun-fire-894473-FF4D00.png" data-mid="205519359" border="0" data-scale="5" data-no-zoom data-icon-mode src="https://freight.cargo.site/w/1000/i/fd6ff96d2465aa6cd10a167f73272fd8d223b1d1d0a4a86cc3640e86f1558be5/noun-fire-894473-FF4D00.png" /> Urgency I want to respond to emergency access needs immediately if they are needed Existing experience Ingrained experiences Existing experiences have not drastically shifted in the past 5 years and users won’t expect the approach to doing their work to change either. Permissions represent “trust” and “oversight” to restaurant owners/managers Decentralized access management Navigating the hierarchy of access structures across Toast products and management levels was drastically slowing down management activities. <img width="2960" height="898" width_o="2960" height_o="898" data-src="https://freight.cargo.site/t/original/i/7fc144e2ee90530e04db6b7700dd15f50e4194b9af7c142bb25594f5e2ad474a/Existing-navigation.png" data-mid="207225310" border="0" src="https://freight.cargo.site/w/1000/i/7fc144e2ee90530e04db6b7700dd15f50e4194b9af7c142bb25594f5e2ad474a/Existing-navigation.png" /> Unclear inheritance structure UI The inheritance and overriding of access lacked clarity, which led to inappropriate or inaccurate customer access management.&nbsp; Managers face friction for any operation that needs to be done at scale: reviewing access, editing access for groups, and general navigation across the access hierarchy. This was NOT CLEAR to our users ︎︎︎ <img width="1554" height="1294" width_o="1554" height_o="1294" data-src="https://freight.cargo.site/t/original/i/3e39701234547d8b5815d2c64c0911bae8791c6b8b9b1b242b54128d2214b4de/Mental-Model-Diagram.png" data-mid="207222645" border="0" src="https://freight.cargo.site/w/1000/i/3e39701234547d8b5815d2c64c0911bae8791c6b8b9b1b242b54128d2214b4de/Mental-Model-Diagram.png" /> Stakeholder workshop I led a design workshop for internal stakeholders to best understand both the experiential and business needs regarding access management. The workshop included representatives from engineering, product, sales, customer support, and enterprise teams. The result of the workshop was our identification and clear illustration of customer Jobs-To-Be-Done, Current pains, and the&nbsp;Potential gains our users make if improvements are made:&nbsp; <img width="3509" height="2612" width_o="3509" height_o="2612" data-src="https://freight.cargo.site/t/original/i/0dbc16f2114b97bcea66ffdc40d515839370a067e138ba68138e12738d428b48/Permission-design-vision-workshop-Activities-1.png" data-mid="205796748" border="0" alt="Jobs to be done" data-caption="Jobs to be done" src="https://freight.cargo.site/w/1000/i/0dbc16f2114b97bcea66ffdc40d515839370a067e138ba68138e12738d428b48/Permission-design-vision-workshop-Activities-1.png" /> <img width="3509" height="2612" width_o="3509" height_o="2612" data-src="https://freight.cargo.site/t/original/i/38f51b300534631fec8309916bffb78bc248358d11134d9889664515c7f291a3/Permission-design-vision-workshop-Activities-2.png" data-mid="205796749" border="0" alt="Pains" data-caption="Pains" src="https://freight.cargo.site/w/1000/i/38f51b300534631fec8309916bffb78bc248358d11134d9889664515c7f291a3/Permission-design-vision-workshop-Activities-2.png" /> <img width="3509" height="1906" width_o="3509" height_o="1906" data-src="https://freight.cargo.site/t/original/i/342621442053544ed5a589b6adddedc86c70f9ab59352c0f9a9600b78de55503/Permission-design-vision-workshop-Activities-3.png" data-mid="205796750" border="0" alt="Gains" data-caption="Gains" src="https://freight.cargo.site/w/1000/i/342621442053544ed5a589b6adddedc86c70f9ab59352c0f9a9600b78de55503/Permission-design-vision-workshop-Activities-3.png" /> <img width="3509" height="2142" width_o="3509" height_o="2142" data-src="https://freight.cargo.site/t/original/i/7512f03f6288681493a6a653f80531a19bb16fdf338e80561595ee14ec3b5e27/Permission-design-vision-workshop-Activities-4.png" data-mid="205796751" border="0" alt="Customer profile" data-caption="Customer profile" src="https://freight.cargo.site/w/1000/i/7512f03f6288681493a6a653f80531a19bb16fdf338e80561595ee14ec3b5e27/Permission-design-vision-workshop-Activities-4.png" /> So what are the access management Jobs-To-Be-Done? 1. Navigate business growth and changes seamlessly“I want to be able to extend my existing configurations, as my business grows, to other employees, jobs, etc to ease in managing a changing workforce” 2. Tailor access permissions for specific employees, roles and contexts“I want to be able to specify the sensitive access employees hold based on
their responsibilities, so I can ensure people don’t have inappropriate access” 3. Quickly add employees to my team to begin onboarding“I want to quickly set up jobs and permissions within Toast so I can jump into my tasks, so I don’t have to waste time doing repetitive data entry” 4. Access management and assignment for operational efficiency“I want to configure permissions for groups of people that hold similar responsibilities,
so I can reduce the level of manual effort of permission management” 5. Conditionally assign or revoke permissions based on specific roles or circumstances“I want to review and assign access to employees who don’t typically require certain permissions, so I can ensure that operations run smoothly and employees don’t hold irrelevant access” 6. Discover permissions allowing specific actions without the need for extensive searching“I want to be able to find specific permissions quickly so I don’t waste time reading every permission to find what I need” How does access management scale with business size? Our design research strategy delves into the distinct needs of Small-Medium Businesses (SMBs) and Enterprise Businesses within the global restaurant industry. Through customer interviews and rigorous observations, we identify core user experiences and variations needed for varying business sizes, informing product suite tiering. Utilizing iterative testing and feedback loops, we tailor our approach to create restaurant software that maximizes efficiency for both SMBs and enterprises.<img width="2584" height="1480" width_o="2584" height_o="1480" data-src="https://freight.cargo.site/t/original/i/fc1a28163c4faa94bdeddda1afc0991cdcf57536a5b45e1ef942c7e2a8131726/Business-scale-with-toast.png" data-mid="206010723" border="0" src="https://freight.cargo.site/w/1000/i/fc1a28163c4faa94bdeddda1afc0991cdcf57536a5b45e1ef942c7e2a8131726/Business-scale-with-toast.png" /> <img width="1200" height="1200" width_o="1200" height_o="1200" data-src="https://freight.cargo.site/t/original/i/1bafd1502cac14b13edb6e6ab996da4597982112fc1eadf45231dd5306f1c1db/noun-store-1326375-FF4D00.png" data-mid="205580297" border="0" data-scale="10" data-no-zoom data-icon-mode src="https://freight.cargo.site/w/1000/i/1bafd1502cac14b13edb6e6ab996da4597982112fc1eadf45231dd5306f1c1db/noun-store-1326375-FF4D00.png" /> Small-medium businesses1-100 employees Closely managed by few <img width="1200" height="1200" width_o="1200" height_o="1200" data-src="https://freight.cargo.site/t/original/i/cf2d82535f55e920db74c21c964330f0ee125f4e69022e750b5b5b767d91012c/noun-city-783791-FF4D00.png" data-mid="205580299" border="0" data-scale="10" data-no-zoom data-icon-mode src="https://freight.cargo.site/w/1000/i/cf2d82535f55e920db74c21c964330f0ee125f4e69022e750b5b5b767d91012c/noun-city-783791-FF4D00.png" /> Enterprise businesses 100+ employees Distributed management, often franchised This understanding helped inform the design choices for the two initial product tiers: Basic Access Management and Enterprise Access Management, with little strategic need for a middle-ground product offering. Design results Team Management Dashboard The Team Management Dashboard displays (in addition to team status and performance data) an overview of access across your organization, including: EmployeesJobsAccess profilesAccess requestsAccess reportingAccess configurations Changes: Centralizing team management dashboard, to include all things access, jobs, and employees across different Toast offerings. Access requests integrated into the existing requests panel, bringing urgent requests to the attention of managers from the context of their dashboard or the Toast Operator app (used by admins/owners). <img width="2880" height="3522" width_o="2880" height_o="3522" data-src="https://freight.cargo.site/t/original/i/0bc90c6ecb35cb10fd62c7e3c0623c5db758f2b493bf0cee588534e5e29ab07c/Team-management-dash.png" data-mid="207138275" border="0" src="https://freight.cargo.site/w/1000/i/0bc90c6ecb35cb10fd62c7e3c0623c5db758f2b493bf0cee588534e5e29ab07c/Team-management-dash.png" /> Improved navigation clarity in sub-nav through consolidation of orphaned pages contained under the employees and jobs sub-navs. This resulted in the removal of two entire sub-nav pages which aligned with new product strategy standards. <img width="2960" height="856" width_o="2960" height_o="856" data-src="https://freight.cargo.site/t/original/i/30ab9abb6fc106c9c205cb185a22114cb022c295cea4c673fce8e4ff6a4c7548/New-navigation.png" data-mid="207225311" border="0" src="https://freight.cargo.site/w/1000/i/30ab9abb6fc106c9c205cb185a22114cb022c295cea4c673fce8e4ff6a4c7548/New-navigation.png" /> Employee managementEmployee, Job, and Access changes are core to the management experience, and the changes made maintain this importance while adding efficiency.Changes: Added contextual information and color coding system for increased understanding of employees at a glance. <img width="2880" height="2072" width_o="2880" height_o="2072" data-src="https://freight.cargo.site/t/original/i/023dfc0891210f7d8de4eda64e15a57a112f72b60aa8ba6a53c1c87370c1c4b5/Employees.png" data-mid="206361657" border="0" src="https://freight.cargo.site/w/1000/i/023dfc0891210f7d8de4eda64e15a57a112f72b60aa8ba6a53c1c87370c1c4b5/Employees.png" /> Access overview allows for a quick view of an employee’s jobs and the sensitive access they hold before diving into the full, complex list of permissions. <img width="2880" height="1868" width_o="2880" height_o="1868" data-src="https://freight.cargo.site/t/original/i/c2fbcac6989bf1668ffadc0fcebe3ccb213ec3b31cd97740e3ae16a71d03b375/Employee-Profile---Betty-Este-Permissions.png" data-mid="207293826" border="0" src="https://freight.cargo.site/w/1000/i/c2fbcac6989bf1668ffadc0fcebe3ccb213ec3b31cd97740e3ae16a71d03b375/Employee-Profile---Betty-Este-Permissions.png" /> Consolidated permissions list contains new contextual information to reduce the friction in locating specific permissions or features. Sensitive access overview was&nbsp;added to give quick insight into the most concerning access permissions. <img width="1440" height="1179" width_o="1440" height_o="1179" data-src="https://freight.cargo.site/t/original/i/47fc33d7d85c6e267f276b5015fa08fd31827400996b6a51647fb70609308d80/Employee-Profile---Betty-Este-Bartender.png" data-mid="207287974" border="0" src="https://freight.cargo.site/w/1000/i/47fc33d7d85c6e267f276b5015fa08fd31827400996b6a51647fb70609308d80/Employee-Profile---Betty-Este-Bartender.png" /> Permission change review modal allows users to ensure changes made are appropriate before committing updates. <img width="2880" height="1800" width_o="2880" height_o="1800" data-src="https://freight.cargo.site/t/original/i/ccdb80261a6c76caf146a58e28050ab58c614fd072a18f71e3cd18fcf3502349/Employee-Profile---Betty-Este-Bartender-Review.png" data-mid="207294164" border="0" src="https://freight.cargo.site/w/1000/i/ccdb80261a6c76caf146a58e28050ab58c614fd072a18f71e3cd18fcf3502349/Employee-Profile---Betty-Este-Bartender-Review.png" /> Job managementJobs are the essential entity for determining what an employee does within Toast and the changes made to the job creation flow reduced both friction and mental load:Changes: Added contextual information and color coding system&nbsp;for increased understanding of jobs at a glance. <img width="2880" height="1800" width_o="2880" height_o="1800" data-src="https://freight.cargo.site/t/original/i/cd6572859fd3f14bab0a9416b9a7cbf2213587eacefde7a2b986bc9a093e8ae2/Jobs.png" data-mid="207294205" border="0" src="https://freight.cargo.site/w/1000/i/cd6572859fd3f14bab0a9416b9a7cbf2213587eacefde7a2b986bc9a093e8ae2/Jobs.png" /> Toast-Recommended quick start templates reduced friction during employee creation by prepopulating permission assignment based on common industry jobs. <img width="2880" height="1800" width_o="2880" height_o="1800" data-src="https://freight.cargo.site/t/original/i/d009cd224f10db74bcd12bb07b25be1e883402d90c37b4f2d62fee082ff90898/Jobs---Create-New-Job-Modal.png" data-mid="207291282" border="0" src="https://freight.cargo.site/w/1000/i/d009cd224f10db74bcd12bb07b25be1e883402d90c37b4f2d62fee082ff90898/Jobs---Create-New-Job-Modal.png" /> Auto-populated fields from previous “job type” selection reduces the friction of job creation because the system knows exactly which configurations similar jobs require. <img width="2880" height="2412" width_o="2880" height_o="2412" data-src="https://freight.cargo.site/t/original/i/41dbee66fcdfcb72a8305c504fad0404d1972dd9f9afe6b7ce4bdc7ca8276b7e/Create-new-job---1.png" data-mid="207294246" border="0" src="https://freight.cargo.site/w/1000/i/41dbee66fcdfcb72a8305c504fad0404d1972dd9f9afe6b7ce4bdc7ca8276b7e/Create-new-job---1.png" /> Sensitive info overview was added to give quick insight into the most concerning access permissions. <img width="2880" height="2944" width_o="2880" height_o="2944" data-src="https://freight.cargo.site/t/original/i/7e6e1826075603151dcc6af34f0a14d0fed7fda901ad9d5ba51fd0d98d4319d1/Create-new-job---2.png" data-mid="207294247" border="0" src="https://freight.cargo.site/w/1000/i/7e6e1826075603151dcc6af34f0a14d0fed7fda901ad9d5ba51fd0d98d4319d1/Create-new-job---2.png" /> Bulk access managementAccess profiles are assigned at the job level and allow for bulk management of sensitive permissions across jobs in the user’s respective management level. This allows for sweeping edits and highly granular configuration that flexibly caters to a range of restaurant sizes. Toast provides a collection of premade access profiles that cover the most common access roles, while strategically offering custom access profiles within Team Management Pro for larger enterprise customers. Changes: Access profiles were more clearly defined to make a streamlined inheritance structure that enables large-scale, accurate, sensitive permission assignment. <img width="2880" height="2030" width_o="2880" height_o="2030" data-src="https://freight.cargo.site/t/original/i/a4a79571aa5b153feff7b7fd6f85e643536702cf00f42abff315aff5903d56aa/Permission-roles---Premium.png" data-mid="206361683" border="0" src="https://freight.cargo.site/w/1000/i/a4a79571aa5b153feff7b7fd6f85e643536702cf00f42abff315aff5903d56aa/Permission-roles---Premium.png" /> Sensitive access summary allows for a quick understanding of access without diving into the full list of permissions. <img width="2880" height="2364" width_o="2880" height_o="2364" data-src="https://freight.cargo.site/t/original/i/8b794ee3d33fb01ee50c187898aa6e8340447c53699a69219d8c9236a9234fbb/Access-Profiles---Edit-Shift-Leader-Summary.png" data-mid="207290626" border="0" src="https://freight.cargo.site/w/1000/i/8b794ee3d33fb01ee50c187898aa6e8340447c53699a69219d8c9236a9234fbb/Access-Profiles---Edit-Shift-Leader-Summary.png" /> Access reportingHistoric view of all access changes within the respective user’s management level. Allows for a deep understanding of access activity and accountability to be held for both employees and business auditingChanges: Access reports tool with the ability to filter employees, access profiles, changes made, and impact of changes. <img width="2880" height="1800" width_o="2880" height_o="1800" data-src="https://freight.cargo.site/t/original/i/b59f07eb4a47e73a7c12c41f746835f12039ccf5d9988439a8cb335451b92add/Access-report---Specific-person.png" data-mid="206361709" border="0" src="https://freight.cargo.site/w/1000/i/b59f07eb4a47e73a7c12c41f746835f12039ccf5d9988439a8cb335451b92add/Access-report---Specific-person.png" /> “View access report” throughout the Toast Platform makes reporting accessible from anywhere objects are named/displayed: employee profiles, permissions, jobs, and access profiles. <img width="534" height="224" width_o="534" height_o="224" data-src="https://freight.cargo.site/t/original/i/b5e0dd79b0ae7a3dc416a3914e5b1542cb2bd499956137aa88243d5cdd2fffd9/View-Access-Report-overlay.png" data-mid="207355836" border="0" data-scale="50" src="https://freight.cargo.site/w/534/i/b5e0dd79b0ae7a3dc416a3914e5b1542cb2bd499956137aa88243d5cdd2fffd9/View-Access-Report-overlay.png" /> Save and export reports for future reference allowing customers to maintain regulatory documentation. <img width="2880" height="2200" width_o="2880" height_o="2200" data-src="https://freight.cargo.site/t/original/i/8e8e5762a96a20a2c208e403d02f68f124f78a089508b5560e2fcf2c29853448/Reports-List.png" data-mid="207297924" border="0" src="https://freight.cargo.site/w/1000/i/8e8e5762a96a20a2c208e403d02f68f124f78a089508b5560e2fcf2c29853448/Reports-List.png" /> User reception <img width="1200" height="1200" width_o="1200" height_o="1200" data-src="https://freight.cargo.site/t/original/i/1bafd1502cac14b13edb6e6ab996da4597982112fc1eadf45231dd5306f1c1db/noun-store-1326375-FF4D00.png" data-mid="205580297" border="0" data-scale="10" data-no-zoom data-icon-mode src="https://freight.cargo.site/w/1000/i/1bafd1502cac14b13edb6e6ab996da4597982112fc1eadf45231dd5306f1c1db/noun-store-1326375-FF4D00.png" /> Small-medium businesses “I love that I can rely on presets and dive deeper if needed, I’m not a power user and this is simple for me” - Sandra, Restaurant owner “Oh, this is much faster, both creating and managing access”- Nico, Restaurant manager “It is nice to see everywhere access is coming from, without having to zoom in and out repeatedly” - Richard, Restaurant owner <img width="1200" height="1200" width_o="1200" height_o="1200" data-src="https://freight.cargo.site/t/original/i/cf2d82535f55e920db74c21c964330f0ee125f4e69022e750b5b5b767d91012c/noun-city-783791-FF4D00.png" data-mid="205580299" border="0" data-scale="10" data-no-zoom data-icon-mode src="https://freight.cargo.site/w/1000/i/cf2d82535f55e920db74c21c964330f0ee125f4e69022e750b5b5b767d91012c/noun-city-783791-FF4D00.png" /> Enterprise businesses “Access profiles now make me more confident managing access in bulk” - Enrique, Regional manager “The new reporting tool let’s me both troubleshoot and routinely review my customer’s employee access” - Michael, Customer success manager “I am excited to start using ABAC, being able to configure my own attributes and access rules will solve almost all my problems” - Lee, Restaurant IT admin In collaboration with ︎ Toast Teams Ensured proper handling of disparate data models, crucial for access and permissions, especially with sensitive info like payroll, PII, and private business data. ︎ Enterprise Growth Ensured comprehensive consideration of customer needs, balancing the core access management experience for both small businesses and larger organizations. ︎ UX Research Challenged and validated design assumptions, relying on customer feedback for insights and ensuring choices aligned with user research and business goals. ︎ Security Ensured no oversight was made for the UX of managing highly sensitive access. Empowering users to trust the decisions they make regarding their data access. ︎ Content Design Consulted for common language usage and historical language feedback. Moved away from engineering-led language and advocated user-driven nomenclature. https://stevencalhoun.design/Toast-for-Good Mon, 26 Feb 2024 16:33:52 +0000 Steven Calhoun Design https://stevencalhoun.design/Toast-for-Good ︎︎︎ Toast projects Toast for GoodCase study - Strategy “I want to use my restaurant as a platform for supporting my local and global communities” As a design consultant for Toast for Good, their non-profit branch, I led initiatives to help enrich the global food experience and contribute to a healthier, more sustainable, and equitable world. Most notably, I transformed the charitable donations program within their Guest Engagement suite, enabling customers to support established non-profits and their local community with more ease. The following case study examines the Charitable Campaign Creation Flow, showcasing my approach to phasing improvements for a team with intermittent development capacity: Outcome Total funds fundraised $1.5 million Increased by 1400% from $100K to $1.5M raised in one year Concurrent campaigns 810 campaigns Increased by 132% from 349 to 810 campaigns in one year. Giving to 2+ million charities Plus local causes that were self-defined, allowing for mutual aid fundraising Context Problem space Restaurant owners have no way to support their local community or non-profits they are passionate about, in a way that is easy to maintain while keeping taxes in check Restaurant owners are often some of the most known and beloved members of any community. This is especially true when these individuals can support the same community that supports them and their livelihood. Toast for Good introduced the Charitable Campaign tool in 2022; however, the functionality was very limited due to a lack of resources. Users were forced to recreate campaigns manually, and there was no way to review campaign performance or history. Project goals <img width="1200" height="1200" width_o="1200" height_o="1200" data-src="https://freight.cargo.site/t/original/i/bdd113d8b8c1a96b91ab0bd29f6ed7cee0e5bffe9a3f1634d7eed1ed54b53cde/noun-briefcase-754774-FF4D00.png" data-mid="205778295" border="0" data-scale="10" data-no-zoom data-icon-mode src="https://freight.cargo.site/w/1000/i/bdd113d8b8c1a96b91ab0bd29f6ed7cee0e5bffe9a3f1634d7eed1ed54b53cde/noun-briefcase-754774-FF4D00.png" /> Business-catered fundraising Allowing customers to configure fundraising campaigns specific to their business and communities <img width="1200" height="1200" width_o="1200" height_o="1200" data-src="https://freight.cargo.site/t/original/i/34f222181efe8771468060683f4ea6f2a1d177e8c75fef3f951ee26cdd02b71b/noun-cash-multiple-783259-FF4D00.png" data-mid="205778300" border="0" data-scale="10" data-no-zoom data-icon-mode src="https://freight.cargo.site/w/1000/i/34f222181efe8771468060683f4ea6f2a1d177e8c75fef3f951ee26cdd02b71b/noun-cash-multiple-783259-FF4D00.png" /> Tax-conscious experience Relieving the burden of tax record keeping and allowing customers to easily keep track of funds raised and dispersed <img width="1200" height="1200" width_o="1200" height_o="1200" data-src="https://freight.cargo.site/t/original/i/4fc64f28eed37604c1624b6558f9315557a5a74007770abac44815d2303f1596/noun-repeat-1144124-FF4D00.png" data-mid="205778515" border="0" data-scale="10" data-no-zoom data-icon-mode src="https://freight.cargo.site/w/1000/i/4fc64f28eed37604c1624b6558f9315557a5a74007770abac44815d2303f1596/noun-repeat-1144124-FF4D00.png" /> Easy and repeatable&nbsp; Enabling customers to consistently raise funds and keep campaigns running without tedious maintenance&nbsp; Design Existing campaign creation flowThe existing flow consisted of cause selection and campaign details being collected in one single screen. Users lacked context to understand the intent behind each field being collected and had no way to edit after creation. <img width="2880" height="2112" width_o="2880" height_o="2112" data-src="https://freight.cargo.site/t/original/i/9acafcb024e9059f8d3fb9b002c1a11f9932ba1cd842cc4b937a7917b47acd63/Existing---Cause-added.png" data-mid="205775402" border="0" src="https://freight.cargo.site/w/1000/i/9acafcb024e9059f8d3fb9b002c1a11f9932ba1cd842cc4b937a7917b47acd63/Existing---Cause-added.png" /> Improved campaign creation flowThe improved flow separates creation into four steps:&nbsp;Cause selection, Campaign details, Collection method, and&nbsp;Review.&nbsp; ︎ The friction added from this addition of steps was justified by the infrequency of campaign creation, the need for a more detailed explanation (both for legal and UX), and the new user research-driven auto-renew campaign functionality. 1. Cause selection <img width="2772" height="1770" width_o="2772" height_o="1770" data-src="https://freight.cargo.site/t/original/i/28d745cf385dccc01a7a343c744ff6c860ffb9b5463bf5c45bce0ccf840d8867/Group-55926.png" data-mid="205693773" border="0" alt="Campaign cause selection" data-caption="Campaign cause selection" src="https://freight.cargo.site/w/1000/i/28d745cf385dccc01a7a343c744ff6c860ffb9b5463bf5c45bce0ccf840d8867/Group-55926.png" /> Select from a list of verified 501(c) non-profits, or enter details for direct mutual aid Improved clarity of difference between 501(c) charities and individuals/groups, and their associated distribution/ documentation requirements 2. Campaign details <img width="2772" height="1788" width_o="2772" height_o="1788" data-src="https://freight.cargo.site/t/original/i/c43747cb7998f0431434d1f16884136d9f945f235561f8070137d0045999c61d/Campaign-creation---2.png" data-mid="205691825" border="0" alt="Campaign details" data-caption="Campaign details" src="https://freight.cargo.site/w/1000/i/c43747cb7998f0431434d1f16884136d9f945f235561f8070137d0045999c61d/Campaign-creation---2.png" /> Describe the cause you are raising for and why you are asking for support Increased focus on who and why funds are being raised, bringing benefactor logo/image to the forefront and separating campaign details from previous data 3. Collection method <img width="2772" height="1788" width_o="2772" height_o="1788" data-src="https://freight.cargo.site/t/original/i/9328c7177af26c941f32233c5f1bb7c09f93acc55b5c183d599ae9b53825f29c/Campaign-creation---3.png" data-mid="205691826" border="0" alt="Campaign collection method" data-caption="Campaign collection method" src="https://freight.cargo.site/w/1000/i/9328c7177af26c941f32233c5f1bb7c09f93acc55b5c183d599ae9b53825f29c/Campaign-creation---3.png" /> Select how restaurant customers can donate and in what increments Introduced “flat rate” and “round up” options to the existing “percentage of total” method, with related increment configuration for better business customization 4. Publish campaign <img width="2772" height="1798" width_o="2772" height_o="1798" data-src="https://freight.cargo.site/t/original/i/0c270a1fdcf29c66559e7b68093b8f96f1612b3723baeb29e48a90237b3bae34/Campaign-creation---5.png" data-mid="205691828" border="0" alt="Campaign review and publish" data-caption="Campaign review and publish" src="https://freight.cargo.site/w/1000/i/0c270a1fdcf29c66559e7b68093b8f96f1612b3723baeb29e48a90237b3bae34/Campaign-creation---5.png" /> Review campaign details and agree to Toast Fundraising Terms before submitting for campaign launchAdded campaign review step to ensure accurate information and fundraising narrative.Improved guest-facing preview allowing users to view configured collection methods before submitting.Added legal agreements and improved language for legal notices throughout the flow. Campaigns Summary Dashboard The Campaign Summary Dashboard was created to help users understand existing campaign performance, view historic campaign details, and quickly configure new campaigns. Providing one central location for fundraising and funds distribution. <img width="2880" height="2786" width_o="2880" height_o="2786" data-src="https://freight.cargo.site/t/original/i/5958ed78708fa7503ed584f1f9e5ce17f1c8bdbe81ae4bc28a056ae169304a0e/Template---Summary-report---No-active.png" data-mid="205691291" border="0" src="https://freight.cargo.site/w/1000/i/5958ed78708fa7503ed584f1f9e5ce17f1c8bdbe81ae4bc28a056ae169304a0e/Template---Summary-report---No-active.png" /> <img width="2880" height="2786" width_o="2880" height_o="2786" data-src="https://freight.cargo.site/t/original/i/13f7ad04417f5f722d9baad98432bcb3e2ab671fd99d47c3299b3c5711820c2b/Template---Summary-report.png" data-mid="205691290" border="0" alt="Campaign summary dashboard" data-caption="Campaign summary dashboard" src="https://freight.cargo.site/w/1000/i/13f7ad04417f5f722d9baad98432bcb3e2ab671fd99d47c3299b3c5711820c2b/Template---Summary-report.png" /> Review all campaign performance, retrieve fund distribution details, and view historic campaign performanceNet-new dashboard, giving users a central place for fundraising in ToastIntroduced channel performance to give insight into when/how customers are donatingIntegrated the (orphaned) Campaign Marketing Widget into the dashboard to more tightly knit related products In collaboration with ︎&nbsp;Associate Director of Product Representing the product strategy and business objective, and worked with myself to conduct and review user research ︎ Staff Software Engineer Solely supported the implementation of and testing of experience overhaul, worked in increments to achieve the final designed UX https://stevencalhoun.design/Toast-Customer-Support Mon, 26 Feb 2024 16:35:41 +0000 Steven Calhoun Design https://stevencalhoun.design/Toast-Customer-Support &nbsp;︎︎︎&nbsp;Toast projects Toast Customer SupportCase study - UX &amp; Research “I want to swiftly identify callers, their businesses, and access permissions to expedite resolution of their support call inquiry.” Customer care is a crucial factor as to why Toast customers are so loyal. In the world of restaurants, literal fires disrupt people’s workday, and the last thing someone wants is to wait on the phone for an agent to understand who you are, where you work, and what you do at your company. To the customer, it feels like our agents don’t care about who they are. The following case study walks through deconstructing the pre-existing Customer Caller Support user flow to urgently address the growing problem of caller identification, showcasing my ability to quickly learn new tools + processes and provide experience improvements: Outcome Average handle time (AHT) Reduced AHT by 3-8% Depending on the inquiry category Agent onboarding Revamped enablement Enabled agents to work within current mental models with improved efficiency Defined data source of truth Ever-increasing data accuracy Implemented data entry/update step for new contacts, syncing across data models Context Problem space Restaurant Customers calling Toast Care for support experience long wait times and tedious agent interactions to simply get found within the support agent’s systems. Restaurant customers reaching out to Toast Care for support encounter frustratingly long wait times and tedious interactions with agents as they navigate the ordeal of being known by the support systems. The extended wait exacerbates their concerns and prolongs the impact on their business, leading to a suboptimal customer experience. Streamlining the support process and enhancing system efficiency is essential to ensure timely and effective assistance for restaurant owners and staff relying on Toast. Goals <img width="1200" height="1200" width_o="1200" height_o="1200" data-src="https://freight.cargo.site/t/original/i/0750c223ebed082023d6247f79cd3af3b96a0728b897f6bcbef2e1457c6b45a9/noun-transfer-1326439-FF4D00.png" data-mid="205780640" border="0" data-scale="10" data-no-zoom data-icon-mode src="https://freight.cargo.site/w/1000/i/0750c223ebed082023d6247f79cd3af3b96a0728b897f6bcbef2e1457c6b45a9/noun-transfer-1326439-FF4D00.png" /> Speeding up bottlenecks More quickly identify users and verify their information to more quickly address the actual intent of the call <img width="1200" height="1200" width_o="1200" height_o="1200" data-src="https://freight.cargo.site/t/original/i/3f1e73f4938e568f43812b596b0a7799b2ce56c65c66c90519f339062fdc6e43/noun-heart-1037366-FF4D00.png" data-mid="205780642" border="0" data-scale="10" data-no-zoom data-icon-mode src="https://freight.cargo.site/w/1000/i/3f1e73f4938e568f43812b596b0a7799b2ce56c65c66c90519f339062fdc6e43/noun-heart-1037366-FF4D00.png" /> Personalized care I want to see what was changed, in detail, within my business and by whom <img width="1200" height="1200" width_o="1200" height_o="1200" data-src="https://freight.cargo.site/t/original/i/edfbbeea72031f6730a10d37a087119ef424b155b96a49fd796a76fe46f74fa4/noun-checkbox-marked-783785-FF4D00.png" data-mid="205780644" border="0" data-scale="10" data-no-zoom data-icon-mode src="https://freight.cargo.site/w/1000/i/edfbbeea72031f6730a10d37a087119ef424b155b96a49fd796a76fe46f74fa4/noun-checkbox-marked-783785-FF4D00.png" /> Using existing data I want to respond to emergency access needs immediately if they are needed Support agent tool ecosystem Customer support agents use a variety of tools to both document and assist in customer inquiry fulfillment. These tools are powerful, but over the years the disparity between the data models of Salesforce (sales and support processes) and Toast (admin support) has become significant. The more accurate of the two data models was Toast, and moving forward we aimed to use this as the source of truth and clean it up when/where we can. &nbsp; Who is calling me? <img width="300" height="300" width_o="300" height_o="300" data-src="https://freight.cargo.site/t/original/i/70740e501515f93712a729ac753f2f8b20b0fbbe128af28edfea82c50748efa7/transparent-five9-logo-CFB69630E4-seeklogo.com.png" data-mid="205871929" border="0" data-scale="10" data-no-zoom data-icon-mode src="https://freight.cargo.site/w/300/i/70740e501515f93712a729ac753f2f8b20b0fbbe128af28edfea82c50748efa7/transparent-five9-logo-CFB69630E4-seeklogo.com.png" /> Call center telephoning/chat tool used to display incoming and ongoing support calls. The first interaction point in the agents support flow. How do I track support cases? <img width="1280" height="1280" width_o="1280" height_o="1280" data-src="https://freight.cargo.site/t/original/i/428bbd64d6c6e45a807a75d60b9d5c8387c8726ca636101af274ebeb9eef75df/transparent-salesforce-logo.png" data-mid="205871928" border="0" data-scale="10" data-no-zoom data-icon-mode src="https://freight.cargo.site/w/1000/i/428bbd64d6c6e45a807a75d60b9d5c8387c8726ca636101af274ebeb9eef75df/transparent-salesforce-logo.png" /> Cloud-based customer support platform managing and optimizing support processes, case fulfillment, and case communication. How do I support + resolve issues? <img width="312" height="312" width_o="312" height_o="312" data-src="https://freight.cargo.site/t/original/i/616b8fb7d856d3ea9b64ea1b1193e1830ddfa234c6f8b86e3b8837df922f820a/transparent-copy_of_copy_of_toast_1000px.png" data-mid="205872023" border="0" data-scale="10" data-no-zoom data-icon-mode src="https://freight.cargo.site/w/312/i/616b8fb7d856d3ea9b64ea1b1193e1830ddfa234c6f8b86e3b8837df922f820a/transparent-copy_of_copy_of_toast_1000px.png" /> Support admin view of customer’s toast web products, allowing agents to support in the context of the reason for calling. Research Agent focus group To better understand the context of Toast support agents’ work, a focus group of internal agents and contracted call center agents was organized. We discussed the major friction points of serving customers, and agents described the worst part of their job is simply waiting for customers to spell out their names and having to read it back for confirmation. The process feels impersonal to the customer and is a highly manual process for the agent. <img width="1200" height="1200" width_o="1200" height_o="1200" data-src="https://freight.cargo.site/t/original/i/55bc351da495b016967d2c6e44bc5bb90a51b59e7c8c183ab4211f1a677c436c/noun-headset-1037363-FF4D00.png" data-mid="206007655" border="0" data-scale="10" data-no-zoom data-icon-mode src="https://freight.cargo.site/w/1000/i/55bc351da495b016967d2c6e44bc5bb90a51b59e7c8c183ab4211f1a677c436c/noun-headset-1037363-FF4D00.png" /> Toast Customer Care: 4 agents “I spend more time spelling names than I do finding the solutions to caller problems” “When owners call in, I can tell they get annoyed we don’t ‘know’ them” <img width="1200" height="1200" width_o="1200" height_o="1200" data-src="https://freight.cargo.site/t/original/i/c9d991b56a407520c126d47eb0a067a5fbc127b8adf0d4c59f458a040b83df0d/noun-group-752554-FF4D00.png" data-mid="206007651" border="0" data-scale="10" data-no-zoom data-icon-mode src="https://freight.cargo.site/w/1000/i/c9d991b56a407520c126d47eb0a067a5fbc127b8adf0d4c59f458a040b83df0d/noun-group-752554-FF4D00.png" /> Contracted support: 6 agents “It’s frustrating that I can’t instantly access data we have on callers. I know it’s in there as soon as they mention a restaurant name” “As a support agent, I feel personally bad that I have to put people through this slow process” So where were the bottlenecks? 1. ︎ Category selection Five9: ~45 secondsCustomer calls support and enters category codes into IVR 2. ︎︎︎ Call routing Five9: Varies based on call volumeCustomer is routed to agent group based on selection, on hold 3. ︎ Greeting Five9: ~30 secondsAgent greets caller, asking who they are speaking with, and where they are calling from 4.&nbsp;︎ Identification Salesforce: ~2-3 minutes (!!!) Agent transcribes caller and business name, letter by letter, prone to entry errors 5. ︎ Contact + company selection Salesforce: ~30 secondsAgent creates contact for caller after selecting company, creates new case or selects case 6. ︎ Supporting caller in Toast Toast: [Varies based on inquiry]Agent clicks link to Toast, in Salesforce, to pull up support dashboard in context of selected company Design Five9 Changes Agents able to address callers by name if caller has verified Toast accountData transferred from&nbsp;Toast ︎︎︎ Five9 ︎︎︎ Salesforce when account is selected from Five9 OutcomeReduced average handle time by between 3-8% (depending on inquiry category)Focused design intervention on the 76% of callers that are verified Toast account holders24% of unverified callers remain in the existing manual flow Agent script before “Hello, can I ask who I am speaking with?” “Can you spell that for me?” “Let me repeat this back to you... A L I S O N, and S M I T H, was that correct?”“Okay and now can you tell me what business you’re calling from?”“Can you spell that for me, again?”“Let me repeat this back to you... E X A M P L E &amp; C O, E A S T B O S T O N, was that correct?”“Okay, Alison, how can I help you today? Agent script now “Hello,&nbsp;Alison! Before I assist you, can I ask where you’re calling from?”“Example &amp; Co East Boston? Perfect. How can I help you?” Five9 overlay over Salesforce account selection <img width="3012" height="2088" width_o="3012" height_o="2088" data-src="https://freight.cargo.site/t/original/i/42ba49cef45c014a01b3324a3762be8db9ab3f47d0392b3b8bfdc701d1bc4892/Faded-Multiple-Accounts---Call-pop.png" data-mid="206011444" border="0" src="https://freight.cargo.site/w/1000/i/42ba49cef45c014a01b3324a3762be8db9ab3f47d0392b3b8bfdc701d1bc4892/Faded-Multiple-Accounts---Call-pop.png" /> Verified caller: One account <img width="1140" height="1278" width_o="1140" height_o="1278" data-src="https://freight.cargo.site/t/original/i/4a4fbce84b4e7d5df54a989aac2fe55c748e1edbd3d0f6319bf1f7634448d660/One-Account.png" data-mid="206001591" border="0" src="https://freight.cargo.site/w/1000/i/4a4fbce84b4e7d5df54a989aac2fe55c748e1edbd3d0f6319bf1f7634448d660/One-Account.png" /> Account auto-selected if a contact only has one associated account Verified caller: &lt;3 account <img width="1140" height="1278" width_o="1140" height_o="1278" data-src="https://freight.cargo.site/t/original/i/9cc3147b7981eb82b9a7c3977018e0bb708452d81da72138a4fbe235e7ae6dc3/Multiple-accounts-_31.png" data-mid="206001590" border="0" src="https://freight.cargo.site/w/1000/i/9cc3147b7981eb82b9a7c3977018e0bb708452d81da72138a4fbe235e7ae6dc3/Multiple-accounts-_31.png" /> Quick select of Account for 90% of callers that work at &lt;3 Toast restaurants Verified caller: &gt;3 accounts <img width="570" height="631" width_o="570" height_o="631" data-src="https://freight.cargo.site/t/original/i/e23c435e0fffa30cce95ea50255a057657dd5511d485fd284543873f5a809712/Multiple-accounts-3.png" data-mid="206004847" border="0" src="https://freight.cargo.site/w/570/i/e23c435e0fffa30cce95ea50255a057657dd5511d485fd284543873f5a809712/Multiple-accounts-3.png" /> &gt;3 Accounts require more detailed review and must be completed in Salesforce Salesforce ChangesSalesforce contacts updated/created from Toast data, creating a living association between Toast Business Profile (driven by the Customer Contact Platform initiative)Displaying jobs and permissions held within the restaurant gives agents a better understanding of who they are talking to OutcomeAlignment across Toast data teams for dedicated data source of truth to maintain and clean customer contact dataLess time spent in Salesforce, which is a tool for record-keeping not customer support tasksLess wasted support efforts since agents can view caller jobs and determine permission to request changes Salesforce account selection <img width="1506" height="1044" width_o="1506" height_o="1044" data-src="https://freight.cargo.site/t/original/i/dd45002fef0dbeba0a61fef5a3ba90c662487d5df143632a7d3c68382750d313/2-SF---Multiple-Accounts.png" data-mid="205857884" border="0" alt="Multiple accounts associated with contact" data-caption="Multiple accounts associated with contact" src="https://freight.cargo.site/w/1000/i/dd45002fef0dbeba0a61fef5a3ba90c662487d5df143632a7d3c68382750d313/2-SF---Multiple-Accounts.png" /> <img width="1506" height="1044" width_o="1506" height_o="1044" data-src="https://freight.cargo.site/t/original/i/a056610a0423b7d0daf903d0fef459bfff94fb89213ade08ea20099bda0f5429/selected-account.png" data-mid="205857819" border="0" alt="Single account associated with contact" data-caption="Single account associated with contact" src="https://freight.cargo.site/w/1000/i/a056610a0423b7d0daf903d0fef459bfff94fb89213ade08ea20099bda0f5429/selected-account.png" /> Toast Support &nbsp;ChangesImmediate view of device status due to high volume of use vs relatively inconvenient locationSummary of contact and their identity within the restaurantRelated support articles based on IVR category selection Outcome92% of support calls prompt agents to select “Open Toast” from Salesforce rather than spending time looking for identification data within Salesforce Toast Support Summary <img width="1440" height="1044" width_o="1440" height_o="1044" data-src="https://freight.cargo.site/t/original/i/02faea9f2bd5211e9e7b12b6befa90168d44eb35f487262a4fbbffff341064c0/Toast---Seamless-Support.png" data-mid="205857008" border="0" src="https://freight.cargo.site/w/1000/i/02faea9f2bd5211e9e7b12b6befa90168d44eb35f487262a4fbbffff341064c0/Toast---Seamless-Support.png" /> In collaboration with ︎ Toast Care Customer Support collaborated closely to enhance agent workflows, optimizing the customer support call efficiency ︎ Internal enablement Defined the agent enablement process for new changes to their workflows, ensuring a smooth transition and improved operational efficiency ︎ UX Research Challenged and validated design assumptions, relying on customer feedback for insights and ensuring choices aligned with user research and business goals ︎&nbsp;Customer data platform Ensured we took every opportunity to both maintain data accuracy and reduced customer support friction in the future as a result ︎ Partner integrations Enhanced third-party software utilized by agents, leveraging my expertise to improve the overall software ecosystem for more effective customer support https://stevencalhoun.design/Pegasystems Thu, 29 Jul 2021 17:30:14 +0000 Steven Calhoun Design https://stevencalhoun.design/Pegasystems <img width="2083" height="450" width_o="2083" height_o="450" data-src="https://freight.cargo.site/t/original/i/7261a457692a22b4c55f593e118daebf4aac6c432779ff176253528f69f2dbd9/Pegasystems-Logo-Vector.svg-.png" data-mid="205386834" border="0" data-scale="10" data-no-zoom data-icon-mode src="https://freight.cargo.site/w/1000/i/7261a457692a22b4c55f593e118daebf4aac6c432779ff176253528f69f2dbd9/Pegasystems-Logo-Vector.svg-.png" /> EXPERIENCEINTERFACERESEARCH Pegasystems streamlines customer service operations by automating case management, enhancing customer interactions, and ensuring compliance with both service level agreements and regulatory requirements.&nbsp; Pegasystems is a business process automation software company that helps clients modernize and “Build for Change”, allowing clients offerings to evolve alongside customer expectations. Pega software helps enterprises make better decisions and get work done faster.&nbsp; As a UX Product Designer, I was responsible for seven different apps with the Pega Customer Service and Pega Healthcare horizontal teams. <img width="1920" height="1080" width_o="1920" height_o="1080" data-src="https://freight.cargo.site/t/original/i/4e6ee4f6b8982223cf0a08c8d8495d5eb72d354c6926ffcfe31274cecc691ed2/15D--Plan-Configuration.png" data-mid="125014323" border="0" data-scale="94" data-no-zoom src="https://freight.cargo.site/w/1000/i/4e6ee4f6b8982223cf0a08c8d8495d5eb72d354c6926ffcfe31274cecc691ed2/15D--Plan-Configuration.png" /> Research ProcessThough I supported seven different apps, the process for designing these apps always starts with a similar research process. Working with product owners, developers, and business stakeholders, my process begins by understanding what each team is hoping to achieve during each product release. We receive business requirements that guide us, but these requirements often don’t consider everything a user may need or be experiencing.Projects kick off:Stakeholder workshopProduct BriefExperience Requirement Alignment Once we understand our goals, a design sprint for each new project and other collaborative exercises help us outline the steps in a flow, the data required by the business, and the various AI and automation technologies we can utilize in order to help our users complete their work. Mitigating these conversations with users in focus helps organize the produced artifacts (user flows, form fields, steps, etc.). Customer Service for Communications: Add Mobile Device + Plan I often begin this collaborative process with Job Mapping, defining what exactly the user is trying to accomplish, which leads to User Flow Mapping, defining how these previously defined jobs can be accomplished, and in what order. The images below showcase the Add Mobile Device + Plan Microjourney within the Customer Service for Communications application. In order to help customers purchase mobile phones and/or plans, we mapped out the specific data requirements, logical steps, and various approaches to ensure a guided and quick process. <img width="3078" height="1310" width_o="3078" height_o="1310" data-src="https://freight.cargo.site/t/original/i/577ff6f3ac8e42b7331db7a3d4e9ada56058639770fa360b3ad30fd239bd47a5/Screen-Shot-2021-11-18-at-12.57.31-PM.png" data-mid="125001763" border="0" src="https://freight.cargo.site/w/1000/i/577ff6f3ac8e42b7331db7a3d4e9ada56058639770fa360b3ad30fd239bd47a5/Screen-Shot-2021-11-18-at-12.57.31-PM.png" />Flow mapping allows us to see how each job-to-be-done maps to the overall process. By viewing the experience from both a UX and data structure perspective, we ensure that the application runs fast and the experience is easy to navigate. <img width="3078" height="1218" width_o="3078" height_o="1218" data-src="https://freight.cargo.site/t/original/i/46374bc9f5d94cba5ce6e1dc2b9a5ea377e4b520c356d48e7d598e6ac7dad642/Screen-Shot-2021-11-18-at-1.03.12-PM.png" data-mid="125002167" border="0" src="https://freight.cargo.site/w/1000/i/46374bc9f5d94cba5ce6e1dc2b9a5ea377e4b520c356d48e7d598e6ac7dad642/Screen-Shot-2021-11-18-at-1.03.12-PM.png" />This flow in particular is interesting because users can start the process from two points, which affects both the sequence and contents of each step. &nbsp;Starting with a device: Pega determines the best recommended devices for each unique customerBased on device configurations, Pega recommends plans to fit the needs of these devices. Starting with a plan: Pega determines the best recommended plans for each unique customerBased on the plan configuration, Pega recommends devices to fit the capabilities of the plan. <img width="3078" height="1140" width_o="3078" height_o="1140" data-src="https://freight.cargo.site/t/original/i/33068776a32708ba54875891499b5a3d19f7840b01aed271b6db98ce3f52d5d9/Screen-Shot-2021-11-18-at-12.57.59-PM.png" data-mid="125001761" border="0" src="https://freight.cargo.site/w/1000/i/33068776a32708ba54875891499b5a3d19f7840b01aed271b6db98ce3f52d5d9/Screen-Shot-2021-11-18-at-12.57.59-PM.png" /> Designing Enterprise Experiences Users should focus on the work they are trying to do, not the tool they are using to do it. With this in mind, I always begin in lower fidelities, wireframing in order to capture rough flows and UI requirements. I then proceed to design initial mocks using our Pega design system, Cosmos, which is built on React. Finding gaps in our design system often led to my documentation and iteration of design patterns that were needed by the platform and other teams, in turn&nbsp;helping our Design Systems team.With initial mockups, the process of vetting and reviewing these designs begins. Business stakeholders and I discuss how our generic flows can be utilized across the different industries and how our clients can configure and customize these experiences to fit their organization’s needs. Customer Service for Communications: Add Mobile Device + Plan flow (Click through the screenshots below to view the flow) <img width="1920" height="1080" width_o="1920" height_o="1080" data-src="https://freight.cargo.site/t/original/i/3fe89961da04a76b043e15321f111431da17686da2f816e3f527bb9c0e4f5599/1D--Device-Search.png" data-mid="125014304" border="0" src="https://freight.cargo.site/w/1000/i/3fe89961da04a76b043e15321f111431da17686da2f816e3f527bb9c0e4f5599/1D--Device-Search.png" /> <img width="1920" height="1080" width_o="1920" height_o="1080" data-src="https://freight.cargo.site/t/original/i/1a0374f7e0dc94dcb2f5d19c4e0bfe41c38609f0a5f379d62e4a7ad58421e094/6D--Device-1-Config-details.png" data-mid="125014367" border="0" src="https://freight.cargo.site/w/1000/i/1a0374f7e0dc94dcb2f5d19c4e0bfe41c38609f0a5f379d62e4a7ad58421e094/6D--Device-1-Config-details.png" /> <img width="1920" height="1080" width_o="1920" height_o="1080" data-src="https://freight.cargo.site/t/original/i/6f9c7787a142e85ddad57aa76ef07b5bb4399658b4f31763788d5f8d1aa87554/9D--Device-1-Config-selected2.png" data-mid="125015939" border="0" src="https://freight.cargo.site/w/1000/i/6f9c7787a142e85ddad57aa76ef07b5bb4399658b4f31763788d5f8d1aa87554/9D--Device-1-Config-selected2.png" /> <img width="1920" height="1080" width_o="1920" height_o="1080" data-src="https://freight.cargo.site/t/original/i/4e6ee4f6b8982223cf0a08c8d8495d5eb72d354c6926ffcfe31274cecc691ed2/15D--Plan-Configuration.png" data-mid="125014323" border="0" src="https://freight.cargo.site/w/1000/i/4e6ee4f6b8982223cf0a08c8d8495d5eb72d354c6926ffcfe31274cecc691ed2/15D--Plan-Configuration.png" /> <img width="1920" height="1073" width_o="1920" height_o="1073" data-src="https://freight.cargo.site/t/original/i/5f391124e9d4f0248cfe8ef17273ea56d484cb5c32343cad80a36add5a71c5f8/P14--Review-Copy.png" data-mid="125014317" border="0" src="https://freight.cargo.site/w/1000/i/5f391124e9d4f0248cfe8ef17273ea56d484cb5c32343cad80a36add5a71c5f8/P14--Review-Copy.png" /> <img width="1920" height="1080" width_o="1920" height_o="1080" data-src="https://freight.cargo.site/t/original/i/b650f906e4e9fd174f4cf931a527346976c5c26917679c8e5f3cd7ec629034f8/Payment-Copy-3.png" data-mid="125014399" border="0" src="https://freight.cargo.site/w/1000/i/b650f906e4e9fd174f4cf931a527346976c5c26917679c8e5f3cd7ec629034f8/Payment-Copy-3.png" /> <img width="1920" height="1080" width_o="1920" height_o="1080" data-src="https://freight.cargo.site/t/original/i/3b1f0a16658fbf5619e2d297be3a1b31b7b30297759d4c33429e305cee738eb6/Payment-Copy-5.png" data-mid="125014392" border="0" src="https://freight.cargo.site/w/1000/i/3b1f0a16658fbf5619e2d297be3a1b31b7b30297759d4c33429e305cee738eb6/Payment-Copy-5.png" /> Enterprise customer service has specific KPIs that helped measure and validate my design work: Average handle time Reducing the time it takes customer service representatives to resolve customer interactions Number of clicks Reducing friction of interactions by reducing the number of inputs and interactions required Number of steps Consolidating steps in a process to the minimal, logical lowest common denominator Design System Contributions In order to achieve modern and efficient UX, I conducted research and interviews with subject matter experts to better understand how each industry is evolving and the subsequent requirements set onto our products due to that evolution. My process of consolidating functional requirements into common patterns begins with wireframing for the least common denominator design. We find the commonalities between each industry and across different applications, in order to have a good base that each vertical application can configure to fit its needs. This consolidated approach to pattern and component design helps reduce redundancy of work within both the design and development teams. Being able to view pattern design from multiple scopes, zooming in and out in order to understand how to fulfill UX requirements for a wide audience, was one particular skill that helped produce a great product. Terms + Conditions Template This pattern template is defined for our platform team focused on the variability in customer agreement requirements. Due to the various industries that comprise CS at Pegasystems, there are differing levels of both detail and configuration required by clients. In order to define what functionality was needed, a comprehensive audit of agreements was conducted. This resulted in the following authoring requirements for this pattern to fit each use case. <img width="3016" height="1458" width_o="3016" height_o="1458" data-src="https://freight.cargo.site/t/original/i/4ac59a46e23c3f6f699f6d824cd00642525d3aa95cfc63a4183f9dc0b46e1713/Screen-Shot-2021-11-18-at-1.31.38-PM.png" data-mid="125004309" border="0" src="https://freight.cargo.site/w/1000/i/4ac59a46e23c3f6f699f6d824cd00642525d3aa95cfc63a4183f9dc0b46e1713/Screen-Shot-2021-11-18-at-1.31.38-PM.png" /> <img width="3016" height="1254" width_o="3016" height_o="1254" data-src="https://freight.cargo.site/t/original/i/7837a72ceaf12804eb73ce8201acdd08151768a69ce49f5937656559276e61bd/Screen-Shot-2021-11-18-at-1.31.53-PM.png" data-mid="125004308" border="0" src="https://freight.cargo.site/w/1000/i/7837a72ceaf12804eb73ce8201acdd08151768a69ce49f5937656559276e61bd/Screen-Shot-2021-11-18-at-1.31.53-PM.png" /> Breadcrumbs Template I defined a breadcrumb&nbsp;pattern template for our platform team focused on case navigation. Most cases are handled in a linear flow, without needing to navigate to previous steps in a process. However, some flows require users to dive deep into data and traverse back to previous steps in order to respond to customer inquiries. The breadcrumb pattern is something that has been a staple in web experiences, but within Pegasystems, the data architecture and case management capabilities didn’t support this type of experience until after my specifications were approved and gained support from our platform teams.&nbsp; <img width="2266" height="1254" width_o="2266" height_o="1254" data-src="https://freight.cargo.site/t/original/i/c809b2b622326822ef2344ef30dbc6f3fb2774c1b85a54f7c0f615389a01ac53/Screen-Shot-2021-11-18-at-2.13.25-PM.png" data-mid="125007348" border="0" src="https://freight.cargo.site/w/1000/i/c809b2b622326822ef2344ef30dbc6f3fb2774c1b85a54f7c0f615389a01ac53/Screen-Shot-2021-11-18-at-2.13.25-PM.png" /> <img width="2266" height="504" width_o="2266" height_o="504" data-src="https://freight.cargo.site/t/original/i/a00daa9183fb02d349358591bb85073f4e3d033ff80319065bef9d482f14c2e3/Screen-Shot-2021-11-18-at-2.13.40-PM.png" data-mid="125007347" border="0" src="https://freight.cargo.site/w/1000/i/a00daa9183fb02d349358591bb85073f4e3d033ff80319065bef9d482f14c2e3/Screen-Shot-2021-11-18-at-2.13.40-PM.png" /> User testing and interviews One of the limitations of being a large enterprise software company is that we often don’t have direct access to our clients’ end users. This means that validating my designs needed a somewhat different approach. User research methods: User InterviewsModerated usability testsUnmoderated usability testsOnline user testing (Usertesting.com) When a high-value client was involved, those with significant investment in our software, we framed our usability tests in a mutually beneficial manner. By showing them what new capabilities we have been working on, they get some foresight into our product roadmap, and in turn, we can review our designs and iterate with more direct feedback. This is not a common occurrence at Pega, so being creative and tactical with the resources available to me was a constant effort. <img width="4032" height="3024" width_o="4032" height_o="3024" data-src="https://freight.cargo.site/t/original/i/8a5c4a18e7d715a714171de701e0ad3bbb391d545b825caf559b0fb514233e2d/IMG_5601.jpg" data-mid="126236099" border="0" src="https://freight.cargo.site/w/1000/i/8a5c4a18e7d715a714171de701e0ad3bbb391d545b825caf559b0fb514233e2d/IMG_5601.jpg" /> https://stevencalhoun.design/YSF-Distance-Learning-Portal Wed, 28 Jul 2021 18:50:04 +0000 Steven Calhoun Design https://stevencalhoun.design/YSF-Distance-Learning-Portal <img width="1799" height="389" width_o="1799" height_o="389" data-src="https://freight.cargo.site/t/original/i/a2c8a56977cf9f54db5253d5fac70d08f854f00dfdb0944b9b3345d35dc2cb59/YF_Logo_Horizontal_RGB_1703037191-1.png" data-mid="205387267" border="0" data-scale="10" data-no-zoom data-icon-mode src="https://freight.cargo.site/w/1000/i/a2c8a56977cf9f54db5253d5fac70d08f854f00dfdb0944b9b3345d35dc2cb59/YF_Logo_Horizontal_RGB_1703037191-1.png" /> EXPERIENCEINTERFACEPLATFORM The YSF Learning Portal is a platform for students to not only learn about the beauties of Yellowstone National Park, but to discover the natural world in their communities at home. Yellowstone National Park holds both symbolic and ecological importance for many people around the world. Sharing the magic and beauty of natural environments with students who have little to no exposure to wild spaces was the goal of the YSF Learning Portal.To engage students who can’t physically travel to the park, this portal enables them to relate their own parallel, lived experiences with the wonders of Yellowstone National Park. <img width="1080" height="541" width_o="1080" height_o="541" data-src="https://freight.cargo.site/t/original/i/55229106faf7052c8f962033d4cf9ad50b834f2fd2f574c8c63948090c71a69e/1.png" data-mid="115664862" border="0" data-no-zoom src="https://freight.cargo.site/w/1000/i/55229106faf7052c8f962033d4cf9ad50b834f2fd2f574c8c63948090c71a69e/1.png" />Check out the Adobe Blog posts written about this project: https://theblog.adobe.com/series/doing-good-with-design-education/ <img width="1080" height="721" width_o="1080" height_o="721" data-src="https://freight.cargo.site/t/original/i/f75a7d7eb6b8a6d17d6146574ed826391d00d471674029df740676a08028cf30/2.png" 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