MELISSA CLIVER Design Strategist
melissacliver@gmail.com
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Background Projects Tools Contact
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WHAT I BRING TO THE TABLE Inspired by ambiguity Method and tool mixologist Leads by empowerment Envisions the future Drives omnichannel digital solutions
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HOW I GOT HERE ART
â— 2000
Brooklyn, NY Seattle WA Gallery owner Curator Documentary filmmaker Fashion and Prop stylist
RESEARCH
PLATFORM DESIGN
2008
2 0 11
2 0 13
2 0 17
Pittsburgh, PA
San Francisco, CA
Kampala, Uganda
Seattle, WA
Carnegie Mellon Health care Innovation Mobile technology Visual ethnography
UX /IxD /Service Design Future tech studies Systems thinking Solar
Mobile Finance NGO partnerships Global lens Humility
VR/ AR/ ML Service innovation IoT Civics
Futures Innovation planning and development
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TAILORED APPROACH
FRAME
EXPLORE
DISCOVER
PROTOTYPE
REFINE
CONTEXT DIAGNOSIS
VISUALIZATION
SENSE MAKING
IMPLEMENTATION
What problem are owe solving?
What is the right framework?
What is our opportunity area?
What is our recommendation?
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Background Projects Tools Contact
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AGING IN PLACE
How might we support elders who wish to stay at home? What is the “longevity economy�?
AMERICAN FAMILY Future Casting
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180 literature review source materials
2.
Expert and participant Interviews
3.
Stakeholder workshops
4.
Future casting
ROLE Design strategist
The future of IoT
How do DIY IoT developers design their own systems? How might this inspire new services for our global lab?
Global Software Co.
METHODS
ROLE
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Remote iterative user feedback sessions
Researcher and strategist
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Scenario flow based on themes (user stories)
3.
Interaction modeling (Graphic recording)
PLATFORM DESIGN
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How might we understand the future of the retail experience?
Financial Services
METHODS
ROLE
1.
CX journey mapping and lifecycle analysis
Service Design and Research Director
2.
Contextual interviews (96)
3.
Stakeholder workshops
VIRTUAL CHANNELS
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GLOBAL HEALTH
How might cutting edge diagnostic technology improve malaria treatment for remote patients?
PATH
THE PROGRAM FOR APPROPRIATE TECHNOLOGY IN HEALTHCARE
METHODS
ROLE
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Exploratory evaluation
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Experience prototyping
3.
Task analysis
User Experience Design and Research Lead in collaboration with Sarah McGrath Public Health Domain expert
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Concept validation
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ICT A N D PLATFORM DESIGN
How might mobile technology advance the day to day experiences of farmers, particularly day workers making $2 per day.
IMTFI
THE INSTITUTE FOR MONEY TECHNOLOGY A N D FINANCIAL INCLUSION
METHODS
ROLE
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Participatory design sessions
Research and Design Director
2.
Contextual Interviews
3.
Benchmarking
4.
Ethnographic observation
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FINANCIAL SERVICES
How might companies support underserved entrepreneurs?
GRAMEEN
GLOBAL PLAN
METHODS
ROLE
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Landscape analysis
Service Design and Research Director
2.
Contextual interviews 3 regions
3.
Competitive analysis
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Background Approach Projects Tools
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TOOLS
Mapping & Planning
Behavior Frameworks
Contextual Interviews & Journey m aps
Experience Scenarios & Future Casting
Concept Generation & Validation
Road maps & Blueprints
TOOLS: MAPPING Triangulating insights from research Opportunity mapping reveals areas that make sense for development
Models Models and diagrams visually represent relationships and considerations
Jobs To Be Done Bringing multiple maps and tools together in an organized narrative
Service journey Map experiences reveal potential opportunities for tools, services, and impact areas
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TOOLS: BEHAVIOR FRAMEWORKS Triangulating insights from research Behavioral insights reveals actions and behaviors currently in place: What People Really Do
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TOOLS: CONTEXTUAL INTERVIEWS Sharing how things could be then refining Experience Scenarios for Concept Validation
Sketching concepts are drawn and shared as service prototypes to be validated with families.
Moms at home describing their day-to-day experiences when co-parenting their children.
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TOOLS: UNDERSTANDING BEHAVIOR Sharing how things could be then refining From Primary Research to Experience Scenarios for Concept Validation
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TOOLS: STAKEHOLDER WORKSHOPS Bringing domain experts into prototyping Working through concepts with key internal domain experts and external stakeholders
Working with coffee farmers to better understand how mobile services will help their bottom line.
Working with leadership at Safeco so they can better understand the participants we visited and contribute to the data collection.
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TOOLS: CONCEPT PROTOTYPES Sharing how things could be then refining From Wire frames to prototypes for concept Validation
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TOOLS: INTERACTION MODELS AND PRINCIPLES IDENTIFY Planning key features Personas
Service features
Design Principles
Tell the story • Behavior • Goals • Interaction with service
Identify impact areas • Identify relationships • Growth strategies • Stretch goals
Provide inspiration • Themes • Actions • Service features
PRIMARY RESEARCH
System diagrams Understand interdependent elements and specific focus areas as well as the MVP and areas for dynamic growth
The Clinical Authoring Data Source
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Content Management
3 Patient
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Medical
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Authoring
Diagnostic Decision
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TOOLS: FUTURE CASTING Understanding what could be Trends • • • •
Culture Government Emotion Technology
PRIMARY RESEARCH
IDENTIFY
Problem framing
Platform thinking
Identify the hypothesis and reframe • Implicit and explicit goals • Projected impact of culture • Level of interest in change
Think about each stakeholder • Touchpoints • Infrastructure • Back and front of the house
? + ? = ?
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What problems shall we solve? melissacliver@gmail.com