The work of Martin Johnstone
Digital Product Designer • UX • UI

 

Our blog, keeping you up-to-date on our latest news.

 

Sky

February 25, 2016 at 10:34 am | Announcement, Featured, Portfolio | No comment

 

A successful project to replace Sky’s Java based Chordiant contact centre CRM platform with a modern responsive web application. The platform is used by contact centre staff to serve Sky’s 10 million customers and has over 10,000 users. Working with an agile team of talented UX, UI, front-end and system developers the programme went from first cutting code to roll-out in 2 years.

From a UX point of view a fantastic project as we had access to a huge user base, making research and testing much easier than most projects! The user feedback on the finished system has been excellent and for me proves the importance of user centred design, and the value of ongoing user involvement.

My role within the team was to conduct user research to establish use cases, common journeys, current difficulties and then translate these into wireframes and prototypes which would then be passed to a UI designer and the front end dev team. I also conducted ongoing feedback sessions with stakeholders and the users to ensure that the design were useful, and ongoing usability studies to ensure designs were useable.

Finally got Stan today! I love it already so simple to use and not having to confirm everything is making my calls go a lot more smoothly 🙂
Im loving being able to customise it as well just one little thing I would suggest is photos of Will Smith lots and lots and lots pretty please x

Another bonus I have seen brilliant results from when using STAN is the drastic reduction in AHT, #Everysecondcounts !! My team as a whole had an average handling time during week 12 of 762 (Not ideal I’m sure you’ll agree!!) but if you compare that to the following week (when we were all given access to the new system) our AHT dropped to a below target 664!! Almost 100 seconds improvement on one team’s AHT due to the introduction of a new system? A pretty easy way to improve stats if you ask me!!!

#ilovestan We think it is really good, we love it! the notes is the best part, as you can navigate around accounts whist still on the notes screen, saving time on calls and helping customers 🙂

Since using Stan, cant imagine going back to Chordiant!! #ILOVESTAN #Goodbye Chordiant i love how it is so simple to navigate

@Stan Its so easy to use. Took to it like a duck to water…..

Stan is has won me over,,was scared to have Stan,,couldnt live without him now :)fabulous:)

I have just started using Stan as of yesterday.. I was scared to begin with as I was not sure how it all worked, but now on my 2nd day using it and I really like it..

Just started on Stan and I’m loving it so far. So easy to use and I love being able to choose a background.

Program designers I personally think you did a great job, Thank you.

Skills used:

  • Lean UX
  • User Research
  • Low & High Fidelity Wireframes
  • Prototypes (Axure + JS)
  • Usability Testing

Tools used:

  • AxureRP
  • Sketch

Challenges:

  • First time UX had been part of a development programme for this team in Sky. Lots of education around what UX is, why it is beneficial and how and where it fits into the organisation.
  • High cadence agile development.
 

UI Centric / British Telecom

May 11, 2013 at 5:25 pm | Announcement, Featured, Portfolio | No comment

 

A challenging role working as the sole UX Architect on a project by BT to redesign and automate their business products and services online e-commerce journeys which are currently processed manually by a call centre agent.

BT have invested heavily in new call centre agent desktop software, and it was their initial plan to base the online solution on the system used by the call centre agents with as few change as possible.

I was responsible for the end-to-end user experience of the e-commerce journey, and was responsible for taking the functionality already provided by agent software and translating it into a suitable customer friendly solution, based on the BT Corporate style guide.

This required working with a remote team to gain a considerable understanding of the complex systems, processes and scenarios necessary for each type of order journey, and then translating them into user-friendly high fidelity axure prototypes based on the BT corporate styleguide.

I also worked with front-end developers to deliver the standards based finished HTML for each journey.

Javascript prototypes of order journeys were created and then user tested by an external agency. Based on feedback from user-testing iterative improvements were made to subsequent designs.

Skills used:

  • Business & Process Analysis
  • Low & High Fidelity Wireframes
  • Prototypes (Axure + JS)
  • User Testing

Tools used:

  • AxureRP

Issues:

  • Translating an internal system and making it appropriate for consumer use with minimum changes to existing functionality.
  • Understanding, solving and prototyping very complex scenarios and possible user journeys based on user type, account issues, technological issues.
  • Working as part of a remote team with team members all over the country and worldwide.
  • Working with an off-shore development team to ensure technical feasibility and accessibility guidelines were met.
 

Conscia Enterprise Systems

August 24, 2011 at 9:30 pm | Announcement, Featured, Portfolio | No comment

 

NHS Go was a huge project to give every member of NHS staff a single point of access to all of the information, web resources and online tools they require to perform their job. Using a highly customisable widget based interface similar to iGoogle or myYahoo!, the NHS Go RIA pulls content from a variety of web resources and allows the user to query website, perform searches and SSO (single sign on) without having to leave the NHS GO platform. Currently NHS staff have a huge variety of web resources which they must visit, and NHS GO provides a single point where they can perform a variety of actions.

I was responsible for designing and optimising the interactions within each widget to maximise the user experience initially by ensuring consistency in function, and also through user testing and improvement.

I also redesigned the interactions within the search functionality to improve usability, and redesigned the how the user could have a multiple pages of widgets, again to improve user performance.

Skills used:

  • Interaction Design
  • Wireframes
  • Storyboard
  • Prototypes
  • User Testing

Tools used:

  • AxureRP
  • Adobe Photoshop
  • Adobe Illustrator
  • Adobe Fireworks

Issues:

  • Maintaining behavioral consistency within widgets that provide content from differing 3rd parties. Solved with iterative design and ad-hoc user testing and close communication with the development team to deliver the optimum solution.
  • Redesigning the functionality to provide multiple dashboards of widgets. Originally used a renameable tabbed system, but user testing showed this was too complicated. Redeveloped the functionality to use simple ‘1,2,3’ tabs at top right of the dashboard.

 

 

 

Student Loans Company

August 24, 2011 at 9:06 pm | Announcement, Featured, Portfolio | No comment

 

I worked on a number of projects for the Students Loan Company. The largest was an online student finance calculator accessed through the Directgov web site. This tool allowed a prospective student to enter their personal circumstances including domicile status, parental income, choices of course/university etc and then to receive an accurate calculation of their student finance entitlement. The tool was designed and produced to strict Directgov branding using their transactional toolkit.

From functional specifications I created user friendly designs and interactions using storyboards, sitemaps, wireframes and lo-fi prototypes. Once approved I hand coded the designs into standards compliant XHTML, CSS and JQuery to be passed to the development team. I was also responsible for maintaining documentation and using version control software to check in/out files. 

Also I produced a library of design patterns as HTML/CSS/JQuery with documented instructions to assist the development team to effectively develop web standards compliant solutions.

Skills used:

  • User Interface Design
  • Wireframes
  • Sitemap
  • Storyboard
  • Lo-Fi Prototypes
  • XHMTL/CSS/JQuery

Tools used:

  • Adobe Photoshop
  • Adobe Illustrator
  • Adobe Fireworks
  • PVCS Version Manager

Issues:

  • Initially UI/UX design was done concurrently with development within sprint. This proved difficult, so UI/UX was run 1 sprint ahead of development.
  • Designing to the strict Directgov toolkit was problematic as there was not ‘out of the box’ functionality available to solve certain problems. Required regular dialogue with Directgov to create, refine and approve non-toolkit functionality.
  • Creating a solution to allow complex data tables to be displayed satisfactorily on a range of monitor sizes, down to 800x600px.
 

Morris Furniture Group

July 24, 2011 at 9:41 pm | Announcement, Featured, Portfolio | No comment

 

I was responsible for planning, designing, (standards based) development, user testing and search engine marketing of 10 individual B2B and B2C websites, including an E-commerce site based on the Magento CMS platform.

During my time at Morris Furniture Group I learned PHP and MySQL to allow me to create dynamic and content manageable sites. It also allowed my to use and modify PHP based CMS systems such as Drupal, Magento and WordPress.

Each site is designed to reflect the brand values of the company and offer an excellent user experience, giving the customer the opportunity to explore the unique furniture, history and customer service each company is famous for.

Skills used:

  • User Interface Design
  • Visual Interface Design
  • PHP/MySQL
  • Standards compliant XHMTL, CSS & JQuery
  • Personas
  • Wireframes
  • Sitemap
  • Usability testing

Tools used:

  • TextEdit
  • Adobe Photoshop
  • Adobe Illustrator
  • Adobe Fireworks
  • Drupal CMS
  • Magento CMS
 

Digital Music Retail Interface

May 26, 2011 at 12:30 pm | Featured, Portfolio | No comment

 

A ‘next generation’ rich internet application for exploring and purchasing music containing over 10,000 lines of Actionscript. Soundz is a dynamic interface allowing a user to browse, search, listen to, compile and buy music. Considerable use of usability techniques such as user & scenario analysis, wire framing, prototyping and user testing were employed to deliver a stimulating and empowering experience for all levels of user ability.

I was responsible for the whole project from conception, through design, testing and development.

Skills used:

  • User Interface Design
  • Interaction Design
  • Storyboards
  • Personas
  • Wireframes
  • Usability testing
  • Actionscript Development

Tools used:

  • Adobe Flash
  • Actionscript
  • Adobe Photoshop

 

 

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