Client
Software Development team

Challenge
After several requests from users, the team was going to build additional security for accounts - multi-factor authentication. Workflow charts and wireframes were needed to start Phase 1 of the project planning.

Project Details
I met with product managers to list the initial requirements and ideal workflow of the new security feature. After doing some competitive research step of the authentication process, high-fidelity wireframes and a Framerjs prototype were created. I proceeded to get feedback from stakeholders, developers and our users in testing sessions. 

Tools Used
Omnigraffle, Framerjs

Client 
Marketing & Sales teams

Challenge
Marketing & Sales teams requested improvements to the shopping cart experience on the website. Shopping Cart abandonment rates were high, inconsistencies with UI elements throughout each step of checkout workflow confused customers increasing customer service calls or lost sales. Tracking data was limited and couldn't provide a clear picture which steps caused friction for the customer. 

Project Details
Since quantitative information was limited, customer service agent interviews provided insight to the pain points customers had when making purchases and opening accounts. I also reviewed online chats and phone recordings to understand customer experiences and frustrations within the shopping cart. To help identify the opportunities for improvement, I created a journey map of a shopping experience, mapping out each step, actions taken, customers' feelings and quotes if available for that step. After doing some competitive analysis of other e-commerce websites, I started sketching certain steps within the checkout process. These sketches were translated to high-fidelity wireframes and InVision prototypes for testing. Based on user testing results we were able to plan phases for improving the different areas for the shopping cart and checkout experience.

Tools Used
Omnigraffle, InVision