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

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 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

• 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)

• 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.