The 1st Quantum Finance Application

Use Quantum Mechanics to Predict the Market

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Innovation

I led the design and development of BooleanGrid, which uses a totally new method to screen stocks. It uses a quantum algorithm to detect and amplify hidden patterns in stock prices.

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UX / UI To Drive Product Design

In order to leverage the algorithm, I designed the first UI based on quantum principles. Working closely with expert iOS developers, we built super-fluid UI that took an extremely complex process and transformed it into a few simple, elegant actions - using principles drawn from game design and chaos theory.

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Result

The app performed well in testing, was covered in AlleyWatch, and presented at a major FinTech conference.


The $1B Design

Design That Grabs Customers

I led a team of 10 for the design and development of a new eCommerce and customer acquisition system for AMEX. Many customers were bailing on a complex card application process that had to account for many different products and customer types.

How do you get more customers to navigate a complex process to sign up for credit cards, cross-sell, and up-sell?

The answer is: micro-interactions!

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How We Did It

I led an agile, global team of 15 designers and developers to identify all kinds of [mostly] small, design, business, and usability issues. We fixed them using a process I created that incorporates rapid prototyping and rigorous user testing.

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The Result

The new design had clearer messaging and interactions for multiple user types, which resulted in fewer user errors and abandonments. Customers can now re-use saved application data from any existing account when they apply for a new card, saving tons of time.

The result delivered $1B per year in direct revenue according to an official client report.


Product Design for Emerging Technologies: Ai, AR, IoT, Blockchain

Innovation As A Service

I led the design and development of ToyBox, a one-stop-shop for innovation. It is part design thinking framework and part rapid prototyping tool, and can be provided as a service to any location.

With ToyBox you can

  • Rapidly prototype emerging technology like Ai, AR, VR, IoT, Blockchain

  • Re-imagine the future of business via workshops

  • Deliver high-end UX and UI design

I also developed a product sales funnel using crowdsourcing, providing the only monetization model of its kind.

We created a juicy campaign that quickly gained traction.

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Search for a solution and edit it in innovation workshops.

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Simple, strong, and intuitive: the mobile design compares favorably with those done by Apple and Google.

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Launch a desktop with prebuilt code libraries, best practices, and access to experts.

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The Apple Engineers Couldn't Believe This Ai Product

A New Level Of Product Design

Challenge

After publishing an article in Search Engine Watch calling for innovation, I was called upon to deliver the goods myself!

I designed and developed a solution that uses an Ai-enhanced EEG wearable to deliver a new experience in search.

Extreme Design

I used extreme design, blending various disciplines, to collaborate with hardware and software device experts to design and build the first brain to iPhone interface.  I developed the concept, technical framework, design, mapping algorithm, and feature set.

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Above is a high-level schematic. A hallmark of good design is making the product easy to use, regardless of the complexity of the underlying technology. Only a couple of people in the world were capable to doing the development work.

Search the Web Using the Power of Your Thoughts Alone!

ESPforMe was covered in Search Engine Watch and Apple World Today.

Below are some iPhone screenshots. The wearable connects to the purple circle, which you can control, Ouija-like, to search and display Web sites. When you download the app, and don your brainwave headset, you can train it to read your thoughts, and then use your brainwaves to perform basic search, in concert with other users - hands free.

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Apple engineers thought it was a trick and rejected the app, demanding rigorous proof. We supplied it, and the app was approved!


Enterprise Product Design

Product Design For Enterprise Applications

Make Extreme Complexity Super Simple

A major financial services firm needed a new design for the customer service part of its new lending program. It inherited a design that was extremely complex and hard to use.

Design Process, Collaboration, and Mentorship

I led a small agile team that was part of a large cohort of other teams. We redesigned the experience so that it fit the task flow of the customer service reps. When the rep gets a call, they authenticate the customer before providing account information. They also have to rapidly cycle through related hierarchies of information as they field calls on the fly.

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Designers shouldn't create complex maps, they should transform them into simple ones.

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Below: The phone rings, a screen pops up, and the rep looks up the customer.

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Customers can easily be authenticated using multiple criteria.

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Each level of detail is presented as it is needed, an intuitive approach that drastically reduced wait times and error rates. When the call is done, the agent presses the customer's button -  which closes all the tabs, wiping the slate clean!

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Result

The design was so well-received that other teams immediately began incorporating it into related products - saving lots of time while improving the experience and decreasing development costs.


Mobile Finance - Digital Transformation Overnight

Identity Crisis Solved

What does AMEX do? It’s not just about cards, it’s about service. It’s about travel. Imagine how much better the customer experience would be if it focused on that - instead of billing.

I led a team of designers and developers in an agile process that delivered a fully functioning prototype in one month.

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A Complex, Multi-Phase Project

I steered teams through strategy, concepting, and multiple deliverables.

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Product Design Strategy

We identified the key business drivers - travel, expenses, and a seamless UX.

Travel is the core value-added service, so customers should have a single entry point for their itinerary, maps, tickets, payments, and recommendations from colleagues.

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Personae, Workflows, User Journey Maps.

We used various research and design techniques in quick, effective iterations.

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Digital transformation overnight!

When customers logged into the original app, they saw this:

“Your payment of $1100.51 is due today.”

Now they see this:

 "You have a trip planned."

The new experience integrates card services with the fun aspects of travel. It is geo-aware, offering multiple new paths of engagement and card offers.

There is also a social dimension - customers can find hotels and restaurants their colleagues have used, which is huge for business travelers who want to save time and be confident the expenses will be approved.


Traditional UX Is Obsolete

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Traditional UX Is Obsolete

Traditional UX doesn't work very well on today's multifaceted projects.

I developed ExD: Extreme Design that blends best practices from various disciplines.

ExD

1. Consulting: Why are you doing it?

I collaborate with stakeholders using a variety of management consulting techniques to clarify the business levers, goals, and metrics. It also unites the team around a shared vision.

2. Product strategy: What are you going to do?

Product strategy is a great way to ascertain product positioning, branding, and experience design opportunities. What features will be needed? What should NOT be done? Typical tasks involve business canvasing and market quadrant analyis.

3. Creative Concepting: What's the big idea?

I like thinking outside the box. I use techniques borrowed from creative agencies. If you don't have ideas, you're rearranging the deck chairs.

4. Agile UX: Show your chops.

Agile iterative design refines requirements and designs at increasing levels of fidelity. It's critical to have continuous feedback from customers along the way. There are lots of activities and deliverables and software tools that can be plugged in as needed.

5. Validate with real customers.

Building and testing an MVP - either remote moderated, local, actually any kind at all - is critical for validating the design concepts.

6. Detailed design: Make sure it can be built.

A detailed design spec and style guide should reflect the needs of the people using it. The level of detail, kinds of content, and relationship to other workstreams are critical for the success of the project.

7. Implementation and follow through.

Build it, and be on hand to do Q/A as needed to ensure it is built the right way.


CLIO WINNER

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The Campaign

On my very first campaign, I played a rather modest role in the early brainstorming efforts.

Acting as the voice of the customer, I identified problems and suggested solutions.

It was great to see the pieces come together and I learned a lot about the connection between design, products, and messaging.

Clio win.

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BIG DATA VISUALIZATION

Big Data for AMEX

AMEX needed a customer-friendly design that makes it easy to find out who's spending what on what, where. The admin side had to ensure privacy by hiding information that could potentially compromise confidentiality.

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Approach

Working with a team of business and design experts, I researched the market, applied best practices, and led agile iterations. I also did concepting on the data visualization and most of the hands on work for the admin functionality.

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Result

The project was in trouble when we started, but I was able to turn it around by leveraging my experience in data visualization, requirements gathering, and high end design.


FinTech Revolution

FinTech Innovation - ThomsonReuters Eikon

I was the lead interaction design for Thomson’s flagship product, Eikon.

The task was to combine multiple legacy applications into a first rate design.

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Here is the result…

Some of the legacy systems were text only!

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I led an agile iterative process 

We used personas, user journey mapping, and product strategy to create draft wireframes and gradually increase the fidelity.

This was a high profile project, so I got to work with some of the biggest names from across the country.

I worked closely with a range of internal experts and developers, doing low-fidelity agile mockups.

Interaction design proved key as it ties together requirements, usability, and product feature sets.

I created lighting fast wireframes, because the previous team had created hifi designs that were never used!

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We collaborated to deliver a great UX / UI.

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Results

By most accounts, Eikon has a superior design to that of the Bloomberg Terminal, its main competitor.


Internet Of Things

Digital Vending Machine

I led the design of the Diji-Touch - one of the first Internet of Things.

The digital vending machine has a wide variety of technologies and experiences that were developed in silos, and the project was stalled.

I used multiple design techniques, and collaborated with many subject matter experts.

Then I reviewed the features, built a master flowchart through workshops, created use cases, designed the user experience, and presented the result to the client.

We integrated multiple new technologies.

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Integrated Marketing and eCommerce

A giant touch-screen display handles transactions, while multiple integrated technologies handle eCommerce, advertising, and marketing. Live video ads appear on the screen, drawing customers in.

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The World's Biggest iPhone?

The project was a hit!

And we got it done quickly.

The vending machine has a digital interface, integrated promotional videos, complete logistics, ecommerce, and facial recognition.


Mobile Is A Touchy Subject

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Customer Onboarding Experience

The ask was to design a card activation strategy that introduces customers to the product and service offerings and makes a great first impression.

Onboarding is always a challenge. If you make a bad impression you may lose the customer. There are many tasks to accomplish at once, making it almost impossible to get it right.

Not to mention the limitations of mobile screens!

Design Process

I created the plan, managed stockholder relations, and coordinated with on- and off-shore teams. I used an agile design process, using a hybrid of consulting and startup techniques to rapidly innovate and button down the screen designs.

Result

The design solution seamlessly accomplishes several objectives at once

  • The customer gets a product tour

  • The company learns about the customer’s interests

  • The customer sets up a customized experience, and is encouraged to use the card right away

The experience is lightning fast, doesn't require much thought, and is responsive across desktop, mobile, and tablet.


A Product That Beat Facebook AND Instagram?!

Laserthread - Featured in Adweek / SocialTimes.

I created Laserthread as an antidote for people who are sick of traditional social media. It is an iPhone app that spins multiple network connections into a unified messenger. It has advanced features including 4D chat, AR filters, and an integrated FaceTime map.

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Product Design On Steroids

I led every aspect of design and development, working closely with a range of app experts in an agile mode. We kept documentation to a minimum, instead relying on clear communication and simple diagrams, per the best practice for startups.

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Beating Facebook and Instagram

I used some specialized social and marketing techniques to drive downloads in an extremely competitive market.

With Facebook I got some very high engagement rates. Lots of work went into the creative and messaging. In one case, I even got views for an ad that had not been published!

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Videos

Here telling a story that resonates is critical. Sounds simple, but I had to go through lots of versions to arrive at the winner.

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We got some pretty good numbers.

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Result

Complex functionality made super simple raises the bar for elegant design in an Apple platform product. In the fastest growing app market we even briefly beat Facebook and Instagram.


Design Strategy For Healthcare

Design Strategy: Healthcare Focus

I have led some interesting healthcare projects:

  • The redesign of the biggest healthcare portal

  • UX for TriZetto, the major healthcare integration solution

  • ToyBox, which adds emerging technology to healthcare

  • Strategies for improving insurance broker data access

Read on for some examples...

  1. The First Simple Health Insurance Portal

I led a team that prioritized tasks based on business value, roadmap dependencies, and the volume of customers impacted. 

Using this strategy we were able to quickly identify some big wins.  

For example, we combined 'claims' and 'explanation of benefits' because they are the same thing!

This resulted in a massive simplification of online and offline communications for millions of people.

Simple

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2. Optimizing The Broker Experience.

I led a team that developed a strategy to improve portals used by insurance brokers.

The project included ethnographic research, contextual inquiry, participatory design, and remote moderated usability testing.

I developed an approach for the project.

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We did ethnographic research, visiting brokers in their offices, to get a better understanding of their environment.

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I depicted the user journey visually, making it easier to find problems, identify solutions, and determine which programs to support.

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We made the data actionable by placing recommended actions along a timeline.

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3. Getting Customers To Go Paperless.

A major insurer wanted to evaluate the current experience for a 'go paperless' campaign and find out how to improve it. I set up a remote moderated usability testing program, including test scripts.

We tested a variety of real customers and gathered their feedback while observing them perform online tasks.

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It was tiring talking to customers for hours on end. But worth it, because we were able to not only report findings - but suggest solutions.

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This map shows success / fail points along key paths.

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We identified improvements to messaging that create positive customer experiences.

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