UX Designer in a design and development agency

Nascom company logo Nascom

Nascom creates digital services by offering business strategy, user experience design (UX) for web and mobile, brand design, and integrations of Drupal CMS and Symfony.

Clients and projects are broad from corporate websites, e-commerce platforms, digital campaigns to mobile apps.

Role specs

My role

Designed user experiences for the client's web interfaces (B2C). Delivered business strategies, wireframes, and user flows. I worked with client's and internal project managers, graphic designers and front end developers in an Agile environment.

Projects

Facilitated workshops to identify business gaps and design opportunities with clients.

Designed and delivered customers facing UX and IXD of web interfaces in e-repair, legal and banking domains. (Clients: Dr.Mobile, Acerta, and RecordBank)

Paired with UX, visual designers and Front-end web developers.

Toolbox

User-centered design method, service design, stakeholders workshops, personas, business model canvas, service blueprint, data analysis, task analysis, user experience (UX), user flows and scenarios, navigation flows, wireframing, and user stories for development.

Know more

Visit Dr.Mobile website

Read the case study of Dr.Mobile and Nascom work. "Redesign and improved UX for Dr.Mobile", Nascom blogpost.

Project highlight

Two screens of the final design of Dr. Mobile redesigned interface. User step: Selection of device.

Problem space

Redesign of Dr mobile, a premium web service for mobile phone repairs. From business strategy, user experience, wireframes, and collaboration with the visual designer; in a war room setup.


Persona 'Jonas' that needs his phone repaired. Description and illustration of user goals, motivators, needs and frustrations.

Persona 'Jonas' that needs his phone repaired. Description and illustration of user goals, motivators, needs and frustrations.

Discovery

Analytics analysis of the as-is situation. User and business main task analysis.

Workshop facilitation with the client to analyse business needs and service requirements.

Ideas and concepts generation of branding, user experience flows of discovery, registration, and returns.

I delivered the stakeholders map, personas, customer journeys, and service Design blueprint for the new service.


Customer journey of ersona 'Joost' that needs to outsource his repair service as a business owner.

Customer journey of persona 'Joost' that needs to outsource his repair service as a business owner.

Customer journeys are visual representations of the journey of a user by describing the different milestones that characterize their interaction with the service. A customer service journey canvas focusses on the pre, during and postservice periods to structure the flow of the journey. This approach is ideal for documenting the sequence of dynamic processes that take place over a certain period of time.


Service design blueprint of persona 'Ellemieke' that needs her phone repaired. Description and illustration of awareness, usage and end goal phases both from customer and business perspective.

Service design blueprint of persona 'Ellemieke' and Dr.Mobile service touchpoints. Description and illustration of awareness, usage and end goal phases; both from customer and business perspective.

Service blueprints are a way to specify and detail each individual aspect of the service. It illustrates the stages and complexity of all the possible interactions and distinguishes between the customer experiences (and decisions) and the behind-the-scenes processes to ensure that these experiences are delivered. It also helps to provide a clear roadmap for the actual service by reviewing and refining the blueprint during all the stages of the project.


Navigation flow of the application and wireframe page model, next to each other.

Navigation flow of the Dr. Mobile web application and wireframe page model.

Design playfield

The goal was to design a service that is easy to use, trustworthy and appealing. I designed the user experience using navigation flows and high-level page models. This approach allowed for rapid iterations on solutions for efficient functionality while developing the brand.

I acted as a service designer, user experience designer, product owner, and interface between the client and the design team.


Two screens of the final design of Dr. Mobile redesigned interface. User step: Homepage and Selection of device problem.

Results

Final brand by the visual designer. Two screens of the final design of Dr. Mobile redesigned interface. Homepage and selection of device problem interface pages.


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