Michael Hagan

Michael Hagan S e n i o r P rod u ct D es i g n e r A dual Irish / US citizen, I have 10+ years experience in digital design and strategy. I’m passionate about research, solving problems and creating products that deliver value and joy. When not working you’ll find me surfing, riding motorcycles, tinkering with my Chevy Nova, painting and taking photos. Contents Clients and Services 3 Case Study 1 - Bank Julius Bär 4 Case Study 2 - European B2B SaaS Provider 5 Case Study 3 - Part 1 - Stuart Weitzman 6 - Part 2 - Stuart Weitzman 7 Case Study 4 - Canon 8 Client & Colleague Feedback 9 Contact 10 Services: Software: Code: User Research & Testing Figma HTML Workshopping Adobe Illustrator JavaScript UX Design Photoshop CSS UI Design InDesign Responsive Web Design Sketch Wire-framing Axure Prototyping Miro User Testing Information Architecture Design Sprints Illustration Clients: 3 Case Study 1 C l i e n t : Bank Julius Bär R o l e : Senior Product Designer 75% remote T e a m : Product Manager, Engineer, 2x Client Stakeholders A s s i g n m e n t : Help create an internal “Technical Excellence” team to help make the 400 engineers at Bank Julius Bär as productive as possible.. Wo r k : • Lead Discovery Research interviews • Lead Research Synthesis • Lead Objectives and Key Results workshops • Developed OKR measurement methodologies • Lead Branding workshops • Lead solution ideation workshops • Designed Technical Documentation Templates • Helped establish a team culture from scratch • Helped establish a community of practice from scratch • Instilled agile methodologies and outcome oriented thinking Success: The “TechX” team is now operating without outside help and is hiring more members. They are deciding how best to serve thier engineering constituents and delivering value with incremental solutions that actually improve their ability to deliver software. “Tanzu Labs helped us become customer-centric, and outcome-led, not output-led. That was a big learning for some of the people internally here, which is great.” Felipe Abrahao, Bank Julius Bär Global Head of Software Engineering Public Case Study 4 Case Study 2 C l i e n t : European B2B SaaS Provider R o l e : Senior Product Designer 95% remote T e a m : Engineer, Product Manager, additional Product Designer, multiple client stakeholders Assignment: Help a large SaaS provider change thier ways of working to enable fast and safe release cycles while moving thier customer facing software to the cloud. Wo r k : • Developed Lean Research plan • Lead Service Design Blueprint workshop • Worked with product owners to restructure product development lifecycle • Worked with engineers and software architects to improve path to production • Worked with client designers to simplify user testing • Designed lean prototypes for rapid user feedback Success: The client’s product team adopted a leaner, more agile and iterative approach to managing thier product. They now speak to users every few weeks as opposed to a few times a year. The product is maintained and improved at rate 3x faster than before. Other teams in the organisation have noticed the change in attitude and speed of progress the product team is making, which will leading to broader positive change within the organisation. source: itamargilad.com 5 Case Study 3 C l i e n t : Stuart Weitzman - Women’s Shoe Designer and Retailer R o l e : Design + UX Lead 100% on-site T e a m : 2x Business Analysts, 7x developers, 1x product owner PROSPECT A s s i g n m e n t : Understand the customer journey end to end CUSTOMER excite & interest CLIENT engage + educate extend the relationship ... $ Wo r k : • 20 customer interviews • Developed and designed omni-channel customer journey map The customer is inspired to buy a shoe, whether its to complete a look or start a new one, she is always shopping. • Developed core-customer persona • Revealed common pain and pleasure points ION T PIRA pair of fit INSed the perpfelectte meydoduint g.” • Delivered valuabe insights to executive stakeholders leading m “I ne s to co hters w e sho y daug m r fo to the next phase of work SHE’S ALWAYS SHOPPING Gauging what's most important and keeping her priorities in mind, she's always on the lookout for the “perfect” shoe. She knows she has many options, however, expecting the exceptional service she has grown accustomed to, she decides to go to Stuart Weitzman. The initial scan of the selection inspires her inspiration all over again. She’s looking to find something sensational that catches her eye. As an artistic outlet, the customer loves discussing fashion and receiving a personalized style consultation with their favorite associate. TE shoes I’v LUA e these SHIP n ION les l sty ona seas in the w e it e n I get . g th .” eein Vogue rsions e ve s “I lo y year in d UK v n r eve rican a e Am T ORA L P X E whe e T see hav VISI erience Ihappy to RE l exp s so STOe the per,stohneay’re halwe daoyor. v t “I lo p at SW alk in w o I sh hen I w me e e to stor out the b into o talk a g in t com derful e v n lo o tely ”. It’s w solu ls “I ab “my gir hion.” s a it f is f v art o the EVaAn’t waitetoinspe erson!” N ATIO REL “I c onlin n see SHE MAY HAVE QUESTIONS SW Website SHE FILTERS TO HER TASTE LED BY EMAIL DIGITAL “I want to feel beautiful” Convenience Email Online Discount AGE PERKS KEEPING PRIORITIES IN MIND MATERIAL BROWSE Inventory VIP Program FAMILIARITY SPECIFIC EVENT HEEL HEIGHT Who is Ready to Buy? DEVICE CREATE A NEW LOOK WIDTH View all items w/ recommendations what is available, what others have ordered ! SHE HAS MANY OPTIONS SIZE My Closet Expects Variety & Sizes Clicking “Apply” to Add Items “ I wish I could see everything I have and want all in the same place. ” S T UA R T W E I T Z M A N .CO M COMPLETE A LOOK COLOR FAMILY BUY 53% Desktop 72% 29% 18% Mobile 9% 19% 43% 30% 27% Tablet BROWSE BUY 35-54 28% 30% 55+ 42% 18-34 s or e fit y sho n the so ma I if W tely ave edia they h e KNO m im at kes m l fit.” ow a il ct th “I kn The fa size m that w . not tions in ething varia nd som fi can TRY ON ? Phone Chat “Impressed with the level of detail customer service had on the phone. They remembered me and our discussion about espadrilles. Great experience!” No Sizes Available No Info About Craftsmanship “Would be good to see more detail of the shoe.” ! “Very open to recommendations” READY TO BUY Always looking for honesty from the associates, the customer tries on her shoes for the first time. $ Looking at her purchase as an investment in herself, the customer has made the decision to buy her shoes. to SE uy, I can’tuwrcahitase” A H RC d to b new p PU e I’ve decidhoew off my s c “On ut and o get SHE INVESTS IN HERSELF THE BOX ARRIVES Finds checking out with person on the phone is easy Likes emails but wants to be more selective Considered as the moment of truth, she is eager to debut her new outfit. R ve it WEA oment. Islouch a n whe T ’s m FIRmSy Cindereemllay sho!”es, it r ic “It’s le not ooste b p peo dence fi con As a valued customer, she is thanked for her continued loyalty and is kept notified of all upcoming events and arrivals that fit her style. rise surp now y vely a lo all ever h c su ac w!” te is etting ing ne o n h g n t ritte I love ome nd w get it. about s I e ha “ Th y time tell me r eve then to and P WU LO FOL MOMENT OF TRUTH “I feel beautiful.” EMAIL CAMPAIGNS Knows Immediately it Fits Fashion show for husband in foyer. Excitement Has Peaked Compliments Validate Her Purchase Comfort is as Expected Can’t Return Because of Final Sale “Its like Christmas!” “Beautiful boxing!” Doesn’t Fit “After the exceptional customer support I get, I’ll order though them instead of Zappos.” No Fit Guidance No Loyalty Program No Reviews Size Not in Stock CONVENIENCE PRICE NEW SEASON SIZING STYLE QUALITY PRICE COMFORT Department Store TRUST Sale Driven Convenience Size CHILDHOOD ? SHE SCANS & INTERACTS Boutique reimagination SHE IS ENCHANTED & FEEL rec Personal Relationship Curation Presentation Selection Special Sizes Trust Inconsistent “Janette walked out because no one helped her.” R e s u l t s : Findings were presented to the CTO and the journey map pri or iti es IN STORE SHE FEELS RIGHT AT HOME dation men om LOOK Stories Hobbies Identify Needs Fashion Talk Art of Fashion History & Experience Hangin w/ the Girls Personal Info Style Consultation Romancing Welcoming “Feel Remembered” No Assistance What was seen in marketing isn’t available. Size Not Available Too Expensive “Everyone likes to feel like they’re saving a little money.” ? LOOKING FOR HONESTY & ADVICE Fit Consultation Social Experience “There’s an experience that takes place. Everybody is looking at what everybody is trying on.” Honesty Up-Sell Finally Cinderella SHE INVESTS IN HERSELF “Chaotic Checkout” “Too many people behind the counter” No in-store pick-up MOMENT OF TRUTH “I feel beautiful.” Knows Immediately it Fits Fashion show for husband in foyer. Compliments Validate Her Purchase Comfort is as Expected Can’t Return Because of Final Sale A BOND IS FORMED Thank You Hand written note is great Especially liked if it references something personal Share News Love it, especially when its a specific style or sale. Check-in Some like it Some don’t was widely circulated throughout the company, which lead to the “solution” phase of work; a custom iPad application to help sales FAVORABLE EXPERIENCE associates keep track of customer relationships and data, as well as a complete restructuring of online and in-store sales systems by way of UNFAVORABLE EXPERIENCE ! OPPORTUNITY ! Events ! Targeted Email ! Onboarding Email ! Loyalty Program - Attractions - Sales - Events ! Consistent Experience (training) ! Customer Summary Dashboard - Online - In Store - Cross Store ! Inventory Availability - Waitlist Automation ! Educate - Online Review - Fit Guide - Romanticizing ! Mobile Checkout Email Receipt ! XNET ! Handbags ! Clienteling Book - Visits - Interests - Family - Shoes - Follow-up ! Select Communication Frequency ! Digitize Clienteling - Better Capture of Customer Info ! Clienteling Cycle Online ! Increase customer email capture Salesforce that would unify the customer profile across all channels of the business. 6 Case Study 3 A s s i g n m e n t : Design a CRM iPad application for Sales Associates to replace existing physical “customer profile books” for managing customer relationships and provide the customer with an omnichannel experience. Wo r k : Madison Ave JANET ANDRESIMONS BENOIT Sales Associate Manager • Interviewed Sales Associates to understand most important requirements • Iterated on wireframe designs based on Sales Associate feedback $64.7K 18% • Designed UI, created hi-resolution prototype and continued to validate with users 78ºF | 53% PRECIP. • Worked with a team of 7 developers to ensure delivered product was high quality MY CLIENTS NOW SHOWING : JANET SIMONS MY MY RECENT RECENT SALES SALES 72 NAME SIZE TOTAL PAST 5 $398 1hr STATUS Nudist Bethany Tillary Gladiator 6W $398 2hr Lois Carol 50/50 +1 8, 8 $1,033 3 days Katrina Stanton Corkswoon 4.5 $398 3 days Margot Fickinger Corkswoon 4.5 N $398 5 days MY SALES 53% ANONYMOUS $12.4K 8% CUST. QUALIFY 6/1 - Today 16% CUSTOMER 12% TOP SELLERS HANDBAGS 29 UNITS 625 Madison Avenue 1. TIFFANYAUSTIN 2. JANETSIMONS 3. GEORGEACOSTA 4. JAMESMCLEAN CAPTURE 31 CLIENTS 10 C2Q 7 Christina Roberts CLIENT Wire-frame NOTIFICATIONS 12 12 PRODUCT 23% initial sketch 8/3 - 8/31 SALES 1.5 UPT 82% SHOES 146 UNITS HANDBAG & SLG SALES $6.2K 6/1 - Today 6% SLG 14UNITS S u c c e s s : Over the course of a year we were able to design, develop, test and execute several releases of the iPad application to 80 stores worldwide in multiple languages. Sales associates gained a holistic view of their customers sales associate customer profile book user feedback and established more meaningful, lasting relationships with them. Overall sales improved across stores and insights into sales operations helped executives make better decisions. I was asked to return to Stuart Weitzman several times to design new interfaces for added features like SMS messaging and “text-to-buy” functionality. 7 Case Study 4 C l i e n t : Canon R o l e : Web Design Lead + UX Lead 75% remote T e a m : 3x Client Stakeholders, Engineer A s s i g n m e n t : Develop website branding, design system, and information architecture for a complex set of service offerings. Wo r k : • Ran branding workshops • Developed responsive design system • Live collaborative design sessions with stakeholders • Created hi-fidelity prototypes for develper reference • Managed stakeholders S u c c e s s : The site went live on time and within budget, fulfilling all requirements. The company saw a significant increase in new business as a result of the new online presence and stakeholders were proud of the work we did together. cbps.canon.com 8 Client & Colleague Feedback “ M i c h a e l i s a n i n c r e d i b l y t a l e n t e d d e s i g n e r, a n d a s t o r y t e l l e r ex t r a o r d i n a i r e ! I t ‘s b e e n a n a b s o l u t e p l e a s u r e h a v i n g wo r ke d w i t h h i m o n p r oj e c t s i n t h e fi n a n c i a l s e r v i c e s s e c t o r t o d e l i ve r i m p a c t fu l o u t c o m e s fo r o u r c l i e n t s i n Ta n z u L a b s a n d a ny t e a m wo u l d b e l u c k y t o h a ve h i m ! ” " M i ke i s a s u p e r s t a r. I 'd b e h a r d p r e s s e d t o fi n d a n o t h e r d e s i g n e r w h o c a n c r e a t e t h e q u a l i t y o f wo r k t h a t M i ke d e l i ve r s o n a c o n s i s t a n t b a s i s . H e i s a t a l e n t e d a r t i s t , a n d a n eve n b e t t e r U X c o n s u l t a n t . H e i s A LWAYS t h i n k i n g a b o u t h ow t h e p r o d u c t s we' re d eve l o p i n g a re g o i n g t o b e s e e n t h ro u g h t h e c u st o m e r s eye s a n d m a ke s g re a t s u g g e st i o n s o n h ow t o i m p rove o u r wo r k . H e a s k s q u e s t i o n s t h a t d r i ve r e s u l t s , a n d o n m o r e t h a n o n e o c c a s s i o n h i s fe e d b a c k h a s d i r e c t l y i m p a c t e d e n d res u l t s . " “ J u s t o b s e r v a t i o n a l l y, p e o p l e r e a l l y l i k e M i k e i n a n i n t e r e s t i n g w a y - h e ' s d i s i n t e r e s t e d i n t h e p o l i t i c s i n a w a y t h a t i s l i b e r a t i n g , a n d i s a l s o o b v i o u s t o c l i e n t s . H e ' s j u s t g o t a s o r t o f c o n fi d e n t b u t r e l a x e d m a n n e r t h a t s e t s h i m a p a r t f r o m a n y o f t h e o t h e r s t u f f : h e ' l l t e l l y o u w h a t t h e p r o j e c t n e e d s , a n d w h i l e h e ' s fl e x i b l e w h e n i s s u e s c r o p u p , y o u n e v e r g e t the impression that he's ta king his eye off the design goa ls. He g ives off the vi be of someone who not only isn't d i s t r a c t e d b y p o l i t i c a l t i d e s , b u t c a n ' t b e p u l l e d o f f - c o u r s e b y t h e m a c c i d e n t a l l y. I n t a g i b l e b u t v e r y v a l u a b l e e n e r g y t o b r i n g t o c l i e n t m e e t i n g s t h a t m i g h t h a v e d e v e l o p e d w e l l - w o r n p a t t e r n s .” " M i k e i s a f a n t a s t i c c l a r i f y i n g fi l t e r - h a v i n g s p e n t a fe w m o n t h s w i t h t h e j o u r n e y m a p a l r e a d y, I ' d t r a c k e d m y s e l f i n t o s o m e s p e c i fi c w a y s o f t h i n k i n g o f h o w t h e m a p w o u l d w o r k , a n d M i k e w a l t z e d i n a n i m m e d i a t e l y s t a r t e d t h r o w i n g n e w t h i n g s a t t h e wa l l . I t wa s g re a t , re a l l y s h o o k u p t h e wa y I wa s t h i n k i n g o f t h e p roj e c t a n d g o t m e exc i t e d a b o u t t h e p o t e n t i a l a g a i n . H e ' s a l s o g r e a t a t p u s h i n g s k e t c h i n g A S A P, w h i c h s t a r t e d fo c u s i n g o u r i d e a s . H e a s k s t h e r i g h t q u e s t i o n s , s u g g e st s i nt e re st i n g co m p a r i s o n s a n d i s a st e p a b ove a s o u n d i n g b o a rd i n t h a t h e's n o t j u st re a c t i ve b u t g e n e ra t e s a l o t o f exce l l e nt i d e a s . 9 Contact-UK - US - . . . 10