ziv lazar - portfolio of work 2015

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2015

Ministry of Justice – ‘The Common Platform’2014-5The Ministry of Justice are in the process of digitising the entire legal system from paper-based and saturated systems to the ‘Common Platform’. In previous years systems have been built but have failed due to poorly designed products that lacked support for user needs. This resulted in return to the old paper based laborious and expensive solutions. A complete rethink of the legal process was needed and UX value had to be demonstrated so that past mistakes are not repeated.

Strategy and DirectionA project on this size needed to be designed on two levels. The top level was to identify high level personas: decision makers and process followers. High level personas supported over 20 user roles. Low level personas were focused on the individual applications. As users may also be doing different roles simultaneously, it was important for them to work within the same known interface even though they may be using different applications for different tasks.

Research ProcessThe process included many sets of user interviews, focus groups, participatory design workshops, shadowing both in court and out, prototyping and repeated user testing in an Agile production environment. A service blueprint was demonstrated which included key user journeys and storyboards that followed an end-to-end case progression from point of arrest, charging, Case Managements, In-court mark-up, to calendar booking and sentencing.

AchievementsFor 11 months I was the UX lead on several of these key projects. It is early to judge the success of this effort, but my work has helped shape the programme’s direction, allowing stakeholders and users within the programme get a visual understanding of this complex platform from the user perspective and helped bring an understanding of the benefits of UX to the wider programme.

From Paper-Based to Digital Integration

Ziv Lazar Portfolio | [email protected] | Korea: +82-10-2288-3918

Service BlueprintService Blueprint

Axure PrototypesAxure Prototypes

Journey MappingJourney Mapping

Big-Data Analytics Video Surveillance System2013As an integral part of the “Safety City” initiative, the purpose of the video analytics system is to deliver post-event search, analysis and knowledge of surveillance data. For Samsung, a new player in the already saturated surveillance systems arena, a simple and unique UI based on good user research is an important factor.

Research and ObservationsFollowing several sessions of user shadowing and interviews in surveillance facilities and based on behavioral modelling, some pain-point became obvious: Boredom and lack of motivation due to hours of sitting in-front of screens where nothing is happening. It was noted that within 20 minutes, vision becomes blurry and tiredness follows.

Since surveillance spaces had no windows, the only views to the world are through the screens. Also noted was that there was no process of documenting trends in population changes. These are things that are observed by the surveillance officers and are important for population management and crime prevention.

SolutionBy integrating a reporting mechanism into the system a trend graph was created that added value to the surveillance data collection process. On the user side, creating reports with value gave officers something to do apart from endless hours of unstructured screen gazing, increasing their awareness and motivation at work.

AchievementsThe product which at the time was still in testing and implementation phase, was found to be highly effective and is was being utilized across several surveillance units thought the city of Seoul. From observers and reporters, users of the new system have transformed to population researchers.

Increasing User Involvement


“My Health Goals” focuses on helping chronically ill patients by setting and monitoring health goals based on their clinical and individual needs. The system consists of a patient-side mobile app and a care provider analysis dashboard where physicians can create tailored care plans for their patients and monitor them daily. The goal is to keep users on a healthy lifestyle track so they don’t get readmitted to hospitals.

Research & Observations Working with doctors and healthcare managers allowed us to collect all the meaningful data that is required to track and monitor patient progress. It was important to keep reminding the project team members that patients will only use the app if they are motivated to do so and a series of personas were created to support this argument.

Looking into behaviour patters and motivations when using medical and health apps, research has found that the most successful apps are the ones that incorporate social and behavioral motivators around specific health topics which induce patient motivations to continue and do the daily tasks while getting feedback from family, friends and social groups.

SolutionThe product’s focus was shifted from a task based system where patients are more or less on their own to achieve their goals, into a social system where users involve others within their social groups in their tasks and goals and will use the system for discussions around health topics in general adding value to the community and returning to use the app on a daily basis.

AchievementAt the end of my involvement the system was still in early implementation and testing phase, Walmart has showed interest in purchasing the product for its pharmacies across the US and working branded prototypes have been designed specifically for them.

A Social Boost of Motivation “My Health Goals” - Samsung Connected Health2013


Samsung’s Global HR Recruitment System2012Today, when most companies opt for a 3rd party recruitment solution, Samsung invested in an in-house system for security reasons. As the old recruiting system was not much more than a database that had no real search features, frustrated recruiters did not have high expectations for the new system.

ResearchBased on competitive analysis and a series of interviews with Samsung recruiters across the globe, some unique requirements were discovered that were not supported by any of the major HR solution providers. Mainly, As Samsung is a global manufacturer of consumer products, it was important to keep in touch with applicants that have not made it to a job offer as they were still potential customers and brand advocates. In that way, an HR solution is not much different than a CRM.

ObservationsAs recruitment time took three months on average, it was critical for recruiters to be able to visualize the applicant’s journey through the different stages of the recruitment process and not to miss critical points in the process. When applicants get stressed by waiting too long they may go elsewhere. Sequence modelling was used to give insight to the process.

SolutionsAn updating smiley face icon was introduced to indicate potential stress levels at different stages of the process depending on the average amount of time candidates stayed in any stage. This allowed recruiters to target the right candidates at the right time. To keep in touch with past applicants, a “Talent Care” section was designed.

AchievementsThe system has now been implemented and surveys have shown high acceptance rates amongst recruiters who until now tended to use their own ad-hoc solutions.


Visualizing the Recruitment Process

BBC Future Media DepartmentCBBC & CBeebies Children’s Websites 2011

CBBC is a BBC (UK) TV channel and website with over 100 sub-brands and a wealth of shows, content and games that are associated with those brands. It has over 60,000 daily users and is one of the leading children’s games websites in the UK.

The aim of the project was to rebuild the BBC children’s website from the ground up completely restructuring the old website CMS but without interfering to the young users’ expectations of the site.

Research & ObservationsDue to the huge variety of content for the taste and abilities of different children’s age groups, the only way to manage the project was with a thorough approach from the outset. This involved using different research techniques that evaluate children’s emotional drivers, leading research into interactional and navigational patterns and making sure that the underlying site architecture was evaluated to the child’s mental model.

SolutionThe design of the site took into account brand awareness which was led by a through process of user testing with 100 children from different backgrounds utilizing different types of testing methodologies, from tightly scripted sessions on prototypes to workshops. The rebuild process was done in stages which allowed us to eliminate children’s fear of change. Instead it was seen by the audience as a series of valuable upgrades.

AchievementsThe site won several awards in the UK for best children website and was discussed in the Nielsen Norman Group case study report as a good example of usability on children’s websites.

An Unnoticeable Upgrade


The website targeted several user groups from students and start-ups to large enterprises. The web marketing content and sales system was designed around these users groups and offered them specific content and promotions allowing each group access to relevant material specifically tailored to their needs.

ResearchThe main focus of the research was to understand and optimize the customer journeys from point-of-entry to sales through web promotions and articles, email, banner campaigns and analytics. This was done by using surveys and user interviews conducted at corporate events in several countries.

SolutionsThe globalisation aim was to allow all regional marketing units the ability to produce and support over 50 multi-lingual websites for new product launches, promotions and events. The key achievement was being able to streamline the translation process of content from Sun US marketing teams to their international sites and reach a multi-lingual audience on one day notice.

AchievementsThrough a five year period (2005-10) the sites went through three complete redesigns and integration from a simple FTP server to a comprehensive customized CMS supporting quick global and local country translations of promotions and events. The system allowed an increase in the number of pages translated for each locale reducing manual communication with translation agencies, therefore reducing production costs by millions. At the same time site metrics have increased dramatically.

Sun Microsystems EMEA & APAC Global Marketing Websites 2005-10

Integrating Global Workflows


The aim of the project was to build a tool to be used by McKinsey consultants in face-to-face meetings with their clients. The tool was designed to facilitate stakeholder negotiation and analysis by highlighting implications for negotiation strategies.

ProcessIn order to discover the exact user needs, several sessions of interviews were conducted with consultants in different countries in collaboration with McKinsey’s knowledge centre. From this a lot of data was collected which helped clarify how the visuals and interactions should be incorporated based on dynamically modified data. As this was a client facing tool, it had to be visually attractive and express McKinsey’s strict brand guidelines.

AchievementPrior to the development of this tool three previous attempts have failed due to the products complexity. Today, ten years later and the product has been upgraded and is still been used by McKinsey consultants across the world.


Stakeholder Analysis Tool 2005

Client Facing Strategy Tool

ziv lazar - portfolio of work 2015

Design