Bringing Experience Strategy Into New Spaces
Company
Check Into Cash, Community Choice Financial
Roles
UX Design Manager & WCAG Governance
Project
Introduce and Govern Experience Strategy
Brand Consistency
Maintain design stability for a 30 year old brand while modernizing customer surfaces and organization processes.
Experience Design
Modernize and implement Empathy Design and Human-centered Thinking online and across the Check Into Cash Organization.
Compliance and Accessibility
Establish, Govern and Mentor WCAG and ADA compliance across the Check Into Cash teams.
The Research
Peer Review
Audit and Analyze competitor sites for sentiment, product placement, and methods for serving customer needs.
Personas
Develop personas using customer data, observed customer interactions (Acoustic) and card sorting to define user demographics and conversion funnels.
Journey Mapping
Streamline and revitalize the user's journey from potential to conversion, eliminating hurtles in the process and the emotional investment.
Personas
Empathy Maps
Opportunities for Success
Comfort Language
Design language to soothe vulnerable customers while inspiring confidence and authority for the brand.
Simplify Application
Implement conversational interactions inspired by the retail experience to collect data and minimize user fear.
Empower Users
Reimagine a full-service account surface, allowing users ownership of funds and personal data, while enabling VIP tier conversions and marketing lead generation.
Mobile First
Prioritized a slick and effortless experience to serve a 70-80% mobile audience.
The Work
Design System
I created an atomic design system, including variable styles defined by accessibility compliance standards, pattern libraries, components, forms and larger reusable sections.
Strategy & Process
I created a documentation site to define elements and components for behavior and accessibility for cross-team collaborations. I published release and team notes, loom tutorials, usability test results, and experience articles.
User Prototypes
I prototyped the experience as it evolved to communicate and evangelize to leadership stakeholders and agile developers, while also conducting usability studies on the evolving product.
Modern Site
I rapidly iterated designs for the marketing, application, and account spaces, with mobile first priority, rich content hierarchies and simple interfaces.
The Atomic Design System
Accessibility
Compliant Styles
I "baked in" accessibility by use methods including simplified color contrast grids and font face, weight and size according to usage and behavior.
Clear Language
I eliminated ambiguous labels and prompts for conversational options that were clear and set appropriate expectations.
Audible Expositions
I tested screen readings with users to clarify language and refine alt and aria labels for greater and more specific content.
Usability Testing
Broad
Site experience prototypes were shared with users to test larger user journeys.
Narrow
Task experience prototypes were tested with users to evaluate comprehension of and solve for barrier moments.
Evangelizing
I collaborated with cross teams in various ways to evangelize user-centric thinking. With marketing, I promoted the design system for promotional collateral, as a way to maintain accessibility and brand consistency. With dev, I published loom tutorials and user experience articles to promote human-centered thinking and facilitate handoff. With leadership, I utilized prototype experiences and user data to promote product direction and roadmap.
