Airline Passenger WiFi connectivity

Background

ViaSat's airline customers need to connect their passengers to inflight satellite WiFi service. We offer the connectivity portal for passengers to select service level and duration. 

 

Solution

Collaborate with airline's product and design teams to match ViaSat's IT platform with corporate branding specs, graphic assets, and type of WiFi offered to passengers on mobile-first, tablet, laptop. Designs based on contextual plane environment (10,000 feet elevation, dimly lit, cramped and bumpy cabin, financial privacy shoulder-surfing concerns),

My role

Senior UX designer to translate the airline customer requirements, present-defend-justify designs to executives, managers, analysts. Deliver UX annotated wireframes with CSS coding specs for front-end UI developers.

ViaSat Payment System with eWallet

Background

ViaSat needs a secure satellite-to-ground payment system for airline passengers to purchase inflight WiFi. The airlines need payment validation in real time to prevent credit card fraud.

 

UX methodologies and solution

Established ViaSat requirements and compliance needs to integrate into the initial design via stakeholder interviews, vendor analysis, UX discovery and brainstorming, use cases, site map, sketches and iterative wireframes. Initial release credit card, subsequent iterations had frequent flyer and eWallet with Paypal and Amazon Pay options.

My role

UX senior researcher and designer led the project to translate stakeholder financial, compliance, marketing, IT and airline passenger needs into a new payment system, in multiple languages and with internationally distributed development and airline teams.

Airline Crew WiFi hotspots mobile app

 

Background

ViaSat formed a UX research and design team of interaction designers (myself as lead), visual designers, mobile UI developers, and product managers to conceptualize and design a new, native, secure mobile app for inflight airline crews to manage, troubleshoot and fix inflight WiFi and Entertainment networks.

 

UX methodologies and solution

As a team, we firmed up requirements definitions, created design kickoff sketches, exploratory interviews with airline crew, whiteboarded collaborative designs, planned design efforts with agile method epics and stories using Trello, transformed component tiles into wireframes and final visual design deliverables.

My role

As the UX lead, created component tiles, sketches, annotated wireframes, paper prototype testing with questionnaires and notes sheets, led meetings to define mobile microinteractions.

Wells Fargo login forgot password / username

Background

Wells Fargo customers were unable to self-service reset their password and retrieve their username without calling customer service, the most expensive option to the company.

 

UX methodologies and solution

Researched to compare and contrast industry interaction design patterns and content. Collaborated with product managers, user researchers and content strategists to streamline the process for customers and implement a more secure two-factor authentication method.

My role

As CX Project lead and interaction designer, I was the CX team POC, created a CX Brief that detailed devices (laptop and mobile), estimated LOE for CX team of visual designer, content and accessibility strategists, created the annotated wireframes, represented a collaborative team to stakeholders.

Click-through prototype demos, desktop and mobile
 
Customers have forgotten their password and must identify themselves and verify their account in order to self-service. Two-factor identification is a new feature for an added level of security.
Augmented Reality time traveler mobile app

Background

The Rensselaer County Historical Society (RCHS) was challenged with declining historical house visit revenues. 

 

Solution

This new mobile AR native app engages users with a unique experience. Users experience an 1850s ball in the first person, seeing guests and dialogue in the local vernacular.

My role

Lead project designer and mobile AR developer within a team of mobile developer, visual designer, communication and historical research strategist. Developed native app with Wikitudes AR and Eclipse IDE.

Augmented Reality native mobile app introduction and highlights 
Time traveler experience where a museum house visitor receives an invitation to an 1850 ball. They can point their mobile device to an AR target in each room and hear music, see people and food served.
Genoptix medical patient portal re-ideation

Background

Medical lab company customers could only view PDFs online. They had to call to schedule lab pickups and order supply kits.

 

UX methodologies and solution

Exploratory research discovered customer need for online self-service instead of calling to order supplies and lab pickup. I created and executed contextual inquiries, client surveys, IxD process flows, functional specs, site map, sketchboards, wireframes, and hi-fi DHTML prototypes with jQuery to be used as the framework for the C# application.

My role

I was the lead UX researcher, designer, tester and front end UI developer who initiated the re-ideation and redesign of an existing web app while introducing UX, UCD and IxD design principles to peers.

Genoptix click-through prototype
Patient and client services facility personnel can download medical reports, order supplies, schedule a lap pickup, view their sales rep and edit account contact information. 
Alumni member engagement

Background

Alumni participation and donations were stagnant, system registration impossible without a postcard-mailed alumni ID.

Solution

Our group redesigned the site to increase user engagement and retention, emphasized the value proposition CTA  on benefits to becoming a member.  Designs based on current social media design patterns.

Team collaboration

We applied UCD principles and user mental models to narrate the user experience, sketch new ideas, wireframe, usability testing to validate designs, and iterated for final deliverables.

Meeting space availability mobile app

Background

Students can only find an available library private study room by walking the stairs and floors, pausing to look into each door window.

 

UX methodologies and solution

We applied HCI Activity Theory and empirical observations to create an app where users can find available rooms on their mobile device. Haptic and icon alerts notify team members to "MeetMe" in a specific location. This concept can be extended to parking spaces, gyms, coffeehouses, etc. 

 

My team role

UX analyst, researcher, designer who created the conceptual model, requirements specs, user flow charts, and some wireframes.

Other UX deliverables
 
Just a sample of my UCD work. To see more or discuss future employment

© 2020 by Leslie  S. King

  • LinkedIn - White Circle
  • Instagram - White Circle