tarion HomeHub
Pitch & Strategic Discovery
As UX Lead, I worked alongside a strategic team to create initial concepts and pitch for a collaborative platform, then guided a robust discovery to uncover real user needs and identify key product features to meet those needs.
Vision
Our vision was to develop a concept for a digital product to empower our stakeholders to work together to resolve their warranty claims together. This vision was pitched through conceptual prototypes with key features developed through a robust strategic discovery.
Concept Development & Pitch
Together with a small project team we developed a new product concept and effectively pitched it to leadership to secure their support and buy-in. We then presented the idea to key stakeholders and partner groups to gain their commitment and backing for the project’s development.
Methods & Activities
Collaborative Brainstorm Sessions
Product Concept Development
Key Potential Feature Development
Design & Prototyping
Pitch Deck Creation
Pitch Video
Internal & External Pitch Presentations
Gathering of Initial Feedback
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Discovery Approach
With the goal of identifying and deciding which opportunities would be most impactful and provide an excellent customer experience, we followed the double diamond methodology. This framework helped guide us in identifying problems and developing solutions in a creative and innovative way that focused on user needs and impact.
Phase One: Planning
Planning began with gathering information to conduct a root cause analysis of the discovery request. This was followed by the collective developing of our problem (or opportunity) statement which would serve as a north star for our team, roles, goals and objectives, research methods and timelines.
Methods & Activities
Project Planning
Roles, Responsibilities
Developing Discovery Goal & Objectives
Identifying Research Methods
Assigning Research Tactics
Phase Two: Research
With planning completed, we began our research phase which included a robust list of internal and external stakeholder interviews, qualitative and quantitative surveys, compiling and analyzing desk research such as call center and existing survey data as well as consulting existing UX artifacts such as personas, empathy maps, journey maps and recent research findings and insights.
Research Methods & Activities
Staff Interviews
Homeowner Interviews
Builder Interviews
User Experience Surveys
Desk Research
Existing UX Artifacts
Phase Three: Findings & Insights
With a vast amount of research and data, our next step was to collect our findings, uncover strong themes and patterns across user groups and develop key insights to create a prioritized list of opportunities to explore.
Research Methods & Activities
Collect & Analyze findings
Identify themes across user groups, tools & processes
Develop insights
Prioritize final user needs & opportunities
Tactics
Interview Coding
Affinity Mapping
Collaborative Workshops
Prioritization Activities
Phase Four: Ideation & Prioritization
Ideation and brainstorm sessions were conducted with both leadership and staff to identify innovative and collective ideas for solutions. These ideas were then reviewed and rated across user and business criteria with highly rated solutions moving forward to the next phase.
Research Methods & Activities
Ideation & Brainstorm Workshops
Collect Historical Ideas & Solutions
Apply Ideas to User Needs/Opportunities
Rate Solutions Across User & Business Criteria
Prioritize Value Based on Rating & Discussion
Phase Five:
UX Recommendations
Enhanced User Experience
Comprehensive experience evaluation to identify solutions tied to core services, user needs & business objectives.
Guidance & Support
Providing effective and timely information or guidance to support the user journey including managing tasks & expectations.
Integrated Platform
Continue progress toward a streamlined and integrated platform that meets the needs of the extended user lifecycle.
Results
The result of this extensive discovery resulted in a shortlist of solutions, features and larger initiatives to embark on that were directly linked to our current and potential users. Our final activity was compiling the proposed solutions into a strategict product roadmap.
Methods & Activities
Identify Themes and Solutions to apply to the product roadmap.
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