beth russell - seren portfolio

7/27/2019 Beth Russell - Seren Portfolio

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Measure

Design

Research

Vodafone

design spec

updates

Vodafone

icons for

website

Illustrations for Seren to use in future storyboarding and journey mapping

Timeline of my six week internship at Seren

Invitation to

Serens

anniversary party

Dashboard design concepts for the National Lottery

Barclays data snapshot of

recommendation

infographic

Seren Telco

research customer

journey map

Vodafone

day

Wonga Customer journey map

Concept sketches tested for

client workshop. Developed

concept into prototype for

future potential clients.

Measurement

team presen-

tation

Watched lab tests for HP and

Lottery. Designed graph of HP

results and UI screen proposal

Lottery

presentation

and poster

Blog

image for

seren.com

Sourced stock

photos forBarclays cloud it.

Legal and General

customer journey

framework

Nokia research

infographic

EEG participant

Seren company

structure

infographic

16th September - 25th October 2013


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Seren Storyboard Illustrations

Seren want to have a consistant way of storyboarding customer journeys to clients.

This is a girl in her home, making use of various channels that she may have access to...


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Here she is in a high street store (phone or retail), having a conversation with a sales assistant.

Below are other character options...


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This is an oce setting, also demonstrating

people having a phone conversation.


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HP printer tests: graph of results

I watched participants test the interface of a HP printer at Serens lab facilities. They were presented with three concept

interfaces which they rated after each concept and again at the end of the whole test. The results were originally

displayed in a table, so I designed the results in a three way bar chart clearly showing concept B as the strongest.


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In order to communicate the results to HP in greater detail. UX

strategist Leena Vesterinen drew up her own interface concept

based on the ndings. I then put together these three visuals to be

included in the presentation to HP. The concept demonstrates the

ability to Edit > Add > Remove shortcuts on a touch screen printer.

HP concept based on results


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Data Snapshot infographic This infographic shows the results from Serens quarterly data analysis of Barclays recommendation gures


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Client meeting prep and workshop drawings

Serens research into the

Telecommunication

industry pinpointed which

aspects of phone company

websites are least user

friendly. One of the issues

was people struggling toaccess their bill on O2s

website. I wireframed the

steps needed to access

your bill on the existing O2

website to be discussed

and analysed.

During discussion of the existing O2 website, I drew up potential website ideas and

improvements. The group decided that the journey to accessing your phone bill would really

start with a text message from O2 linking the user directly to their usage information in their

account on their phone. I drew our proposed solution, which was then tested in Serens testing

labs in contrast to the existing mobile website.


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Developing concept into a prototype

The lab testing was a success, so it was decided to turn the sketchesinto simple prototypes to use during lab inductions for new clients.

Lavelle Hurley tranferred the images onto a Samsung phone


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I conducted a service design research task. This was to nd out how

telecommunication companies respond to unique customer needs.

Companies such as EE, Vodafone and O2 are great at promoting and selling the

latest mobile phone releases, but how prepared are they for future phone

technology such as smart watches? Similarly, would they be able to suggest a

suitable smart phone for an elderly person to use condently?

Consistency on

both platforms

Attentiveness to

customer

Knowledge of

productsHelpful advice

provided

Enthusiasm

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Telco service research and journey map


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National Lottery dashboard ideas These are some visual ideas for how better to present the Lottery dashboard statistics


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The Paylater Card Customer JourneyA customer journey diagram showing the process of somebody using an app to apply for

an immediate loan, purchased on a separate card that they can pay back in installments

beth russell - seren portfolio

Documents