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Roles

Responsibilities

Head of Design


Design Ops Manager

  • Create efficiencies for the team by constantly measuring team throughput and eliminating obstacles that impact how the team works 

UX Researchers

  • Conduct various research methods to understand the customer and objective to inform the problem and solution
  • Validate solutions through user testing

Product (UI/UX) Designers

  • Create solutions that solve user problems that are supported by research
  • Identify test opportunities to remove assumptions from the final solution

Content (Visual) Designers

  • Create assets that support the UI

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PhasesGoalsOutcome / Potential DeliverableAction to be taken by UX ResearcherAction to be taken by Product (UI/UX) DesignerAction to be taken by HOD/DOM (Lead Role eventually)Action to be taken by Product Owner

DISCOVER

"What do we know?"

  • Understand the limits of our knowledge
  • Understand the way things are now
  • Get to know our users

Deliverables

  • Info Dump
  • Research Report
    • Documented known "knowns"
    • Documented known "unknowns"
    • Documented design patterns and best practices
    • Documentation of the systems involved and their capabilities, restrictions
  • Discovery Summary
    • The research report in presentation format

Meetings

  • Discovery Sessions
  • Discovery Review
  • Review Timeline

Role: Primary

Primary Research

Tasks

  • Complete & document research
    • Synthesize
    • Create a high-level report of research

Artifacts

  • Internal interviews
  • User feedback
    • Usabilla
    • Medallia
    • SM9 tickets
    • Previous usability studies
  • Analytics

Secondary Research

Tasks

  • Research external sources to discover more generic findings that apply to users across multiple industries and contexts.

Artifacts

  • Baymard review
  • Competitor analysis


* Keep Product Managers in the loop in case direction needs to change or there are other considerations

   

Role: Supporting

Tasks

  • Help UX Researcher generate questions pertaining to the problem 
  • Gather insights into the problem
  • Assist in preliminary research
  • Assist in sharing and communicating the research
  • Design Patterns

Role: Supporting

Tasks

  • Maintain priorities
  • Handle roadblocks
  • Troubleshoot
  • Be available for questions and clarification

Role: Supporting

Tasks

  • During the Discovery kick-off, Product Manager will lead a session across the teams to determine what is still needed in order for discovery to move forward.  Documented here: FPM Discovery Kickoff Meeting
  • Be available for questions and clarification

Artifacts

  • FPM Discovery Customer Problems - provides high-level problem and objective information and the customer research behind it
  • Customer research
    • Pre-Discovery customer interviews
    • Usabilla Feedback
    • Usage Analytics 
    • Survey Data
    • Competitive Analysis

DEFINE


"What problem(s) do we solve?"

  • Define problems we can solve
  • Create a problem statement

Deliverables

  • Creative Brief
  • Clear Problem Statement with supporting artifacts that are agreed upon and signed off on
  • Definition of Done
  • Commitment to solving the problem

Meetings

  • Touchpoints
  • Working sessions
  • Review timeline

Role: Primary (leading these efforts, can delegate)

Tasks

  • Prioritize research findingsDocument research findings
  • Identify themes and patterns
  • Identify risks
  • Identify and document a set of recommendations

Artifacts

  • "Final" Research Report
  • Journey Map / User Flow
  • Persona
  • Recommended problems


Role: Supporting

Tasks

  • Help categorize research 
  • Help document research findings 
  • Assist in developing the creative brief for the make-or-break meeting 

Role: Supporting

Tasks

  • Maintain priorities
  • Handle roadblocks
  • Troubleshoot
  • Be available for questions and clarification

Role: Supporting

Tasks

  • The Product manager documents all the recommendations in the FPM Discovery Customer Problems page
  • They will complete an analysis and rank the problems to determine what to include in the "Make or Break" presentation
  • Assist with the make-or-break presentation 
  • Be available for questions and clarification
MAKE-OR-BREAK
  • Drive alignment that this is the problem we are going to solve

Role: Primary

Tasks

  • Present the Creative Brief

    

Role: Supporting

Tasks

  • Support in the presentation of the Creative Brief


Role: Supporting

Tasks

  • Facilitate discussion


Role: Primary

Tasks

  • Present the Creative Brief


DEVELOP


"How can we solve this problem"

  • Explore as many ideas as possible

Deliverables

  • A concept or concepts to move forward with testing
  • List of questions to be answered

  • Test Plan

Meetings

  • Touchpoints
  • Working sessions
  • How Might We 
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  • Regroup about timeline

Role: Supporting

Tasks

  • Create a test plan
  • Provide answers to the designer's questions

Artifacts

  • Test Plan

Role: Primary

Tasks

  • How Might We (What solution could we put in place to solve the problem) 
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  • Explore lots of ideas
  • Evaluate ideas against risk and objective
  • Collaborate with UX Researcher on a test plan with questions that need to be answered 
  • Validate ideas with users and stakeholders 

Artifacts

  • A set of ideas
  • Wireframes
  • Mockups
  • Low-fidelity Prototypes


Role: Supporting

Tasks

  • Maintain priorities
  • Handle roadblocks
  • Troubleshoot
  • Be available for questions and clarification

Role: Supporting

Tasks

  • Product Manager will continue to update the FPM Discovery Customer Problems document with the features that align with the problems identified in the "Define" phase  
  • Be available for questions


DELIVER


"What solution do we implement?"

  • Test concepts and iterate to feel confident about the solution
  • Filtering of solutions (Usability Testing)

Deliverables

  • Final Presentation
  • User testing results
  • Hi-Fidelity prototypes
  • Coded interactions/animations
  • Documentation to support the final solution

Meetings

  • Touchpoints
  • Stakeholder review

Role: Supporting

Tasks

  • Conduct user testing
  • Assist designers with documentation

Artifacts

  • User testing results

Role: Primary

Tasks

  • Filter ideas to build solution/s
  • Collaborate with UX Researchers in usability tests and review findings
  • Iterate from results from usability tests
  • Document design decisions

Artifacts

    • Hi-Fidelity prototypes
    • Coded interactions/animations
    • Documentation to support the final solution
      • UI Standards
      • Information Architecture
      • Interactions


Role: Supporting

Tasks

  • Maintain priorities
  • Handle roadblocks
  • Troubleshoot
  • Be available for questions and clarification

Role: Supporting

Tasks

  • When testing is complete, based on team input, the product manager will determine the scope of the development work and document it: FPM Project Scope. 
  • They will schedule the Stakeholder Review.
  • Be available for questions.

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