University of Alberta
Researcher Experience

Client

Continuous Administrative Service Improvement Program (CASIP), University of Alberta

Role

UX Research + Service Design Specialist

Description

As a UX Research & Service Design Specialist, I applied human-centered design methodologies to improve complex research administration services. My work focused on creating impactful service design artifacts, including a service portal prototype for the ongoing development of the business case for digital transformation.

Responsibilities

  • Created service design artifacts including journey maps, blueprints, storyboard and other diagrams to visualize challenges and opportunities.

  • Facilitated co-design workshops with SME to collaboratively map out service components, including policies and procedures.

  • Delivered clear, compelling presentations and visualizations to communicate insights and design recommendations.

  • Designed and prototyped a service portal to demonstrate future-state solutions and support a successful business case for investment.

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Testimonials: service portal prototype

  • "I would be very excited to tell the researchers in my faculty that this is coming. It would bring joy and happiness to everyone."

  • "Every piece of this [prototype] actually touches on something that I feel like I've always struggled with."

  • "It's nice to see it set up in terms of what the researcher needs to do, when they need to find out what they need, and what to do"

PROCESS WORK

UX

SERVICE

DESIGN ARTIFACTS

PROCESS WORK UX SERVICE DESIGN ARTIFACTS

Mapping exercise: to identify policies, procedures and other publications corresponding to researchers' financial journey

Mapping exercise: to identify policies, procedures and other publications corresponding to researchers' financial journey

Service Suite: articulates services and portfolios corresponding to a research lifecycle

Service Suite: articulates services and portfolios corresponding to a research lifecycle

Service Blueprint

Service Blueprint

Researcher Experience Empathy Map: consolidating findings from user interviews

Researcher Experience Empathy Map: consolidating findings from user interviews

User Experience Profiles: consolidating findings from user interviews, identifying painpoints and needs

User Experience Profiles: consolidating findings from user interviews, identifying painpoints and needs