Principal Experience Architect
Worker Credentialing Mobile App
A global leader in contractor information management began a sweeping digital transformation whose flagship project was native mobile apps for industrial workers needing a centralized digital source for worksite credentials and training, allowing them direct access to the workforce for the first time.
User need:
Skilled workers needed a convenient way to show their employee ID and proof that their credentials meet job site requirements upon arrival.
Challenge:
Multiple legacy systems, complex rule hierarchies, and paper-based manual processes created barriers to a unified digital experience.
Solution:
Identity verification systems were sourced to create a digital ID card that was also compatible with scanners already in use the field.
Credentialing systems were queried to provide on-demand proof of compliance with requirements that could vary by job site, date, and worker role.
The app was designed to be easy to use regardless of technology proficiency, lighting conditions, and network connectivity.
Understanding the internal context of a client’s project was crucial for stakeholder management.
I led an eight week discovery effort that included stakeholder interviews, user interviews, and multiple collaborative discovery work sessions
In a short period of time I learned a tremendous amount about their business and the magnitude of the transformation effort both technically and in the context of their market
It was critical for me to ensure that every key stakeholder voice was heard and that their diverse opinions were taken into consideration
The stakeholders soon came to trust my presentation of best practices and rationale for design recommendations
User need:
Many in the target audience had elaborate personal methods for managing a mix of paper and digital certificates and credential documents.
Challenge:
The solution had to account for varying needs across personas as well as data privacy and security concerns regarding these documents.
Solution:
A personal document library was designed to have some structures that were fixed and others that could be customized.
Users could upload documents securely and they would be sent through an automated verification workflow.
Documents and their attributes could be viewed and users could opt to make them available when offline.
Embarking on a journey to launch a unique and new product brought both design and collaboration challenges.
In order to help the client make radical jumps in digital capabilities, I had to rally them around a compelling design vision for the product
This project was the convergence of a legacy-oriented company culture and a disruptive, blue-sky idea which challenged their approach to building and prioritizing a roadmap
It was critical to safeguard against siloed thinking in order to move quickly and maintain alignment with executive expectations
User need:
Many of the requirements that workers needed to meet were the completion of digital training material, which previously was very difficult to access for these users.
Challenge:
Training materials were created by many different external parties and had significant differences in their structure and rules.
Solution:
I designed a personalized library that workers could access to complete assigned training when it was convenient for them.
Users were able to see all the details of a training course before taking it, and track their status.
Completed training certificates could be retrieved and shown when needed, and users were alerted when a certificate was about to expire.
We taught the client a lot about design thinking, collaboration, and innovation even in a relatively rigid business
Each stakeholder experienced different challenges and benefits from the design process, but I was able to guide them through collaborative efforts to reach common goals
To ensure visibility and accountability for design decisions, I created an unusual set of processes and documentation practices to track reviews, approvals, and updates
Some of our team’s innovative problem-solving ideas sparked operational change and data management change in other areas of the business
Awards and Recognition
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Technology Industries
Sales & Customer Service