Atlassian was beginning to consolidate its’ customer research into one place. The question was: What are are the patterns in our customers? Not only in their behaviour but who they are. There were assumptions that my team and I validated. We conducted thorough customer research that resulted in company-wide design artifacts.
I was also part of the cross-platform team tasked with per-user pricing, a single sign-on experience and consolidated user management. This gave me a great overview of the product suite and how things fitted in together.
Changing the pricing model for a software suite is no easy task, so there was a tonne of work we put into it. I looked at strategy, behaviour models, user engagement and roll out plans.
I created paper and interactive prototypes for behavioural mental models that we tested on new and existing customers.
I also created and validated the signup experience for JIRA ServiceDesk. We were able to test some assumptions on this new product.
I was also lucky enough to facilitate design thinking exercises for product teams and new employees.
For artifacts, I created behaviour prompts, empathy maps, personas, wireframes, interactive prototypes and visual designs.
To this day, the Atlassian personas are used from the smallest user stories to the biggest annual conference.
After witnessing how colleagues were pigeon-holing personas into certain job roles, we iterated. A human moves through many roles in their lifetime, but they still have the same personality, the same behaviour that they bring to any job. The next level of personas added jobs that you typically find this person in.
I’ve since created a process that is now based on real-life design, which I’m really excited about. If you want to talk more about stress edge cases and how they can deliver a better experience, drop me a line.
Some examples are:
- What would happen if someone couldn’t use their predominant hand?
- How about if they’re super stressed out and low on time?
- What would the experience be like with slow internet?
- Do you miss any information if you're using a screen reader?
I've found that questions like these deliver richer experiences and more inclusive design.