I led a project to design a user-centric portal for bereaved relatives through an iterative process of research, wireframing, testing and design.

The web app would allow customers to check progress, get support and provide information. It had to be accessible, responsive and clear. 

Business requirements and creative workshops

As project manager I documented business requirements and produced a project initiation document with goals, method, deliverables and roadmap. 

I moderated a series of creative workshops within the business to gather input and ideas from staff.

Creative workshop photo

Customer survey

Along with more in-depth research and testing, I sent a survey to customers to gather data on satisfaction and the broader issues of grief and bereavement. The results helped paint a richer picture of the pain points and issues facing bereaved families. 

Wireframing and user testing

I produced a set of interactive wireframes. I conducted a number of moderated user tests, mostly remotely via screenshare, with existing customers. I evolved and refined the wireframes as the process continued, engaging in a cycle of testing and iteration to help arrive at the best solution. 

The wireframes were responsive, allowing tests to take place on a variety of devices from phones to laptops. I recorded, documented and transcribed the tests.

Insight wireframing axure screenshot
Responsive wireframing animation

UI designs

I produced a set of detailed, interactive, responsive UI mockups, with particular emphasis on accessibility, usability, simplicity and function.

UI designs in iPad