Remote Resolution Tool

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To understand the user and their needs I did conduct research to find their main motivators to use remote resolution solutions. Also, I did research on the technicians that will provide the service.

To understand better the users, I created Personas that helped me to emphasize better with Qwest's clients and Qwest's IT technicians who will be interacting with the product.

This flow helps to visualize the process that a person goes through in order to accomplish a goal. Example: what is the more efficient path a user can buy some of Qwest's remote resolution service?

Surveyed and interviewed potential clients to understand better what could be the main fears when a Qwest technician will connect with them and take total control of their machines. 

I found that potential clients will prefer simple navigation in order to buy the remote services, also the solution must communicate that it will be safe to use and that no risk of a data breach is present.

Once the right Personas, Journey Map, User Flow, and problem were defined; I started generating ideas with the team in order to start creating lo-fi prototypes to define screens and navigation.

The paper wireframes or "paper storyboard" show a high-level representation of the ideas, functions, screens, and navigation in order to present and discuss with stakeholders and leadership.

This navigation map will show how the specialists will walk through the app. Example: how Qwet's clients will navigate the screens in order to select and pay for the services they want.

After getting the feedback from the paper wireframes, I did create lo-fi wireframes to better represent the elements that will be present in each screen. 

Once the lo-fi wireframes are completed, they were organized using the navigation map to build the lo-fi prototype that was presented to leadership. Also, feedback from users was considered.

Once the navigation and the low-fi prototypes for desktop and mobile are approved. I create the visual assets and high-fidelity prototypes and perform usability tests and documentation for dev.  

Some assets were just selected from libraries following design guidelines or corporate branding. On top of that, or for some modules, I worked with a supplier to get other assets like 3D images used. 

This functional prototype will mostly show how it will look and work in the final version. It will be used to do the usability test to study how the specialists will interact and get final feedback from them.

I evaluated how potential Qwest clients will complete the purchase or services while observing them and taking notes. This identified a few usability minor issues that I immediately gave resolution.

Once the final design is approved, I proceed to provide assets to developers and work with them to ensure the design will be properly implemented. Discuss Lessons Learned and Next Steps.