DELOITTE DIGITAL | OCT 2019 - PRESENT

Government Website Redesign

I led research and wireframing for a premier .gov redesign. My work simplified client relations, expedited wireframing, validated WCAG 2.1 compliance, and saved my team a significant amount of time/money by mitigating risk ahead of a 2020 launch.

Top Secret Notice 🙊

This project is not yet complete, so I can't share finer details or designs (yay gov). Instead, I have provided a light and censored summary of the project and my accomplishments to date below.

If you want to get to know my process more, feel free to contact me. I will gladly nerd out for hours on my strategy. 🤓

1. Overview

The client was a premier government agency looking to rebrand and redesign their existing website.

Goal

Through the redesign, we aimed to increase competitive top-talent recruitment and enable the client to take ownership over their image and reputation. These goals were determined by an earlier stakeholder discovery phase pre-contract which I helped facilitate as a researcher.

1.1 Dream Team and Roles

  • All-star Deloitte Digital cast featuring UX, Visual, Dev, PM, and QA teams
  • Kickass UX crew including a Creative Director, UX Lead, Design Analyst, Content Analyst, and UX Researcher/Designer (it me)
  • I led our team throughout research and analysis, designed the most critical flow of the website (careers), served as a SME for accessibility, and led usability testing

1.2 Challenges

  • In the contract, time and budget for research were not explicitly defined despite being requested
  • The client was made up of a collection of offices, each with their own goals and expectations for the redesign
  • Short 6 month timeline from kickoff to post-delivery QA
  • No access to technology during client presentations and limited communication


During stakeholder research (conducted before this project), I was a part of the team that interviewed 12 unique offices from the client. I proposed the usage of a digital affinity map which involved analyzing over 730 utterances of anecdotal data. Through this method, I output 15 high-level goals e.g. There are two distinct purposes for the website - to recruit and to educate. This led to a final client workshop where we asked the offices to map the contextual stories based on both what was feasible and desired.

2. Research

Research focused specifically on the job search and application portion of the site which we referred to as “careers." Research goals were to increase the number of diverse and qualified “top-talent” STEM applicants and to improve their perception of our client. This was informed from prior stakeholder research as key goals. I was able to secure a 3 week timeline to complete both research and analysis.

2.1 Challenges

  • 3 week timeline due to budget and contract constraints
  • Unable to sample publicly due to client's policy
  • Team was not well-versed on research methodology

2.2 Research Plan and Strategy

  • Created a research protocol document outlining goals, approach, desired candidate characteristics, research focus areas, and analysis strategy
  • Gathered a large list of cleared and possible candidates through the broader team's connections based on initial criteria documented in research protocol
  • Screened the incoming list using maximum variation sampling (MVS) by plotting candidates on a diversity matrix (ability, race, gender, political views, age, etc)

2.3 Interviews

  • Created an interview guide, consent forms, and notetaking documents
  • Facilitated a series of interviewing workshops to train a team of secondary interviewers from a mix of competencies (dev, pm, etc) in order to expedite analysis and build team-wide cognitive empathy
  • Split interviews to include general questioning and a contextual goal-based exercise (to search for a job) in order to physically observe behavior
  • 10 interviews were successfully completed which covered a maximum range of diversity as a result of MVS screening

Participants were encouraged to bring and use technology most familiar to them. This naturally output important information on mobile usage and behavior.

2.4 Contextual Analysis

  • Employed Rex Hartson's Work Activity Affinity Diagram (WAAD) methodology
  • Converted raw interview transcripts into raw activity notes (independent quotes), which were then simplified into work activity notes (WANs), and finally print out/cut for WAAD facilitation
  • Over the course of 2 days, successfully completed the WAAD activity of 500+ WANs by training and employing the hands of 20+ members of our project team
  • Output data-driven personas and journey maps through behavioral mapping informed by contextual stories inferred from the WAAD
  • Validated findings with disability and inclusion champions in a series of extracurricular SME interviews

I wanted to ensure the entire team was engaged with research from start to finish. Historically this has helped me sync up cross-competency teams, save time, build empathy with end users, and ease design handoffs. During the WAAD, we had 20+ participants from PM, design, dev, and more in participation!


Post WAAD-facilitation, I led a smaller team of UX analysts to output models including journey maps and personas.


Personas emerged from a behavior mapping exercise (a la Alan Cooper). I opted to use monikers instead of real names to mitigate unnecessary biases unassociated with behaviors. Final documentation included trackable quotes from the interviews along with goals and behaviors.

3. Wireframing and Client Approval

Due to the nature of work, I cannot publicly discuss the solution in detail. To learn more, please email me!

  • Wireframed complete flows (100+ high-fidelity screens) based on outputted models from research
  • Designed form states and provided annotations to carefully account for WCAG 2.1 compliance
  • Presented wireframes directly to client leadership with repeated success as a result of grounded and rational findings from research
  • Currently providing QA support to the dev team while conducting usability tests to ensure a successful launch in 2020

FOR MORE .GOV WORK

Service Portal Redesign

I trained a team to shift towards human-centered design and discovered a major user group which helped win an additional multimillion dollar contract.

Read on >>

Thumbnail of interactive prototype demonstrating keyboard use

IN CASE YOU FORGOT ABOUT ME

My Name is Josh Kim

I am an inclusive UX'er with 3+ years of design and product consulting experience for a rich variety of clients from Amtrak to the USDA.

In my free time, I am either reading a design book or giving back to the DC/NoVA community.

Email me at joshkimux@gmail.com. I'll respond within 2 days or else I owe you donuts.

Or let's be LinkedIn friends, whatever that means?