Customer Service Design

Bernard Champoux

*** - *** ******* ***, ******* ON, M4P 1Z2 Tel: 647-***-**** email: acs6zm@r.postjobfree.com

TARGET: USER EXPERIENCE / RESEARCH / INFORMATION ARCHITECT / USABILITY ANALYST

Information Architect, Interaction Designer, and Usability Analyst with a groundbreaking career history in providing industry leading corporate clients with subject matter expertise in synthesizing user stories, functionality requirements, and usability tests into comprehensive plans, prototypes, and functional specification documents supporting the development of user optimized websites, programs, and applications combined with an exceptional background in user experience research.

Offers advanced experience in assessing and assuring the usability of software while ensuring the presence of seamlessly functional information architecture allowing users to gain quick and easy access to the information needed. Brings a track record of success in the planning and execution of complex usability testing plans and synthesizing results into actionable specifications for transition to development teams for completion and rollout. Possesses a steadfast commitment to the creation of engaging user experiences and a proven dedication to continuing research in the field.

AREAS OF EXPERTISE

Iterative prototyping Development (Axure-JustinMind)

Application Messages writing/editing

User stories (Who, what, why)

Workflow diagrams (Input, action, output)

Functional Specifications Development

Usability testing for mobile (In context)

Requirements gathering (Interview)

User Research

Visual Design Layout

Customer Experience Map

Adobe Illustrator, Photoshop, MS Visio, Axure Omnigraffle, Balsamiq, Morae, Final Cut Pro

Qualitative Data Analysis (Solo and Team Coding)

PROFESSIONAL EXPERIENCE

Accrued over 12+ years` in-depth experience as an Information Architect, Interaction Designer, and Usability Analyst in delivering comprehensive support in the development of high usability programs and websites for a wide range of enterprise clientele on a full-time contractual basis, offering considerable expertise in developing prototypes and functional specifications documentation.

Online Portfolio: http://www.krop.com/uiuxia/

PROJECT HIGHLIGHTS

CONSULTANT-USER EXPERIENCE

June 2015 to Present

ScotiaBank, Global Wealth Management

Designing a new module (s) of ScotiaBank Wealth Management tools. (iOS, Desktop,WatchOS)

Created customer journey maps (Pre-signing, signing, post-signing).

Assessing current users onboarding sequence (Mapping all touchpoints in current workflow).

Producing wireframes/interactive prototypes based on BRDs.

Performed expert reviews, formative evaluations (Scenarios, user stories), UX Research

Stories boarded/prototyped UI animations & Transitions.

Planned, developed and maintained applications’ living UI/Interactions Styleguide.

CONSULTANT-USER EXPERIENCE

June 2015 to June 2015

Critical Mass (2 weeks contract)

Audited content and provided usability recommendations for two mobile sites (Nissan & Infiniti Canada).

USER INTERACTION DESIGNER

Nov 2014 to May 2015

ERICSSON, Mississauga, ON,

Planned and conducted users interviews to understand their interactions with our services.

Provided visual support (User journey map) represent the sequence of activities and touchpoints that characterize the service experience.

Used the rapid iterative design (RID) approach for requirements gathering and interface design.

CONSULTANT – USER EXPERIENCE

Jul to Nov 2014

Worked as a freelance UX consultant for short projects in various advertising agencies (e.g. Blast Radius / Navantis for the Microsoft Modern Biz site.)

CONSULTANT – USER EXPERIENCE LEAD - Error messages (contract)

Feb to Jul 2014

CIBC Retail Markets, Strategic Initiatives, Toronto, ON,

Edited/created/eliminated application messages (error, warning, reminders, confirmation and notification) for the CIBC employee facing application MPSO.

Tracked all UI changes in feedback and updated all relevant User Interface Documents (UIDs)

Collaborated in translating the MPSO application in French.

Analyzed and coded data (Solo & Collaborative) from a call centre investigated problems and recommended actionable solutions.

CONSULTANT - SR USER EXPERIENCE / INFORMATION ARCHITECTURE (Contract)

Nov 2013 to Nov 2014 (0n call)

MED e-CARE Toronto, ON,

Conducted interviews with current customers

Created a list of user stories (Who, what, why)

Developed prototypes (Actionable Dashboard and Message Centre) for the MED-e-CARE application.

CLICKFREE Storage Appliance Corporation, Richmond Hill, ON

Created interactive prototypes for the Kooboodle app (IOS)

Planned and performed user research,

Conducted usability testing of the app in context

Provided recommendations for the next version of the app

SR USER RESEARCHER

Jun to Nov 2013

LexisNexis Canada, Customer Discovery & Innovation (CDI) Toronto, ON, London UK

Planned and conducted interviews with users to gain a better understanding of our users task process flows.

Created process flows for the next version of LexisNexis software.

Worked in collaboration with my colleagues in the UK in producing documents on next version concepts and requirements.

USER EXPERIENCE LEAD (Contract)

Jan to Jun 2013

CIBC eChannel Delivery Team, Toronto, ON

Recruited to produce high fidelity wireframes prototypes and user interface documents (UIDs). Requested to adapt current desktop tools to web mobile version

Adapted 3 Personal Financial Management tools (Reporting, Insight and Financial Health Check) from an external vendor to current CIBC.com web parameters (minimum configuration and customization).

Conducted initial/Final walkthroughs, executive reviews and participated in the user interface peers reviews / design critique.

Translated desktop tools into web mobile (smart phone) tools.

Created / Updated walkthrough documents for executive reviews

USER RESEARCH / INFORMATION ARCHITECT

Jul to Dec 2012

Kobo e-Reader, Toronto, ON

Tapped by this Canadian-based e-book reader company to take the lead in developing the customer experience journey map predicated on research into common user behaviours, needs, and requirements. Interviewed key stakeholders to gather specifications, compiling and synthesizing findings into a comprehensive customer experience map (touchpoint inventory).

Translated the customer experience map into a dashboard, using MS Project to organize and compile project parameters, incorporating distinct KPIs for business performance and the user experience.

Collaborated on survey designs and prototyped a contextual menu solution for the e-reader, in addition to designing and conducting tests to assess the tactual experiences with two e-reader prototypes and reporting findings to management.

USER RESEARCH / INFORMATION ARCHITECT / USABILITY TESTER (Contract)

May Jun 2012

RBC User Experience Design, Toronto, ON

Recruited to conduct a controlled experiment to assess a new classification schema for the Client Action and Request Tool (CART). Supported the bank’s frontline staff to play a lead role in understanding user needs regarding keywords while creating and running tests, identifying problems, and developing and recommending solutions to improve usability.

Interfaced with 18 calls centre and frontline customer service staff members to administer test plans through hour-long sessions, directing interviewees to perform tasks and measuring response speed.

Authored success criteria and evaluated search terms and classifications for clarity and provided recommendations to the client for improvements that were later adopted throughout the organization.

INFORMATION ARCHITECT / USER INTERACTION DESIGNER (Contract)

Nov 2011 to May 2012

TD Bank Digital Customer Experience, Toronto, ON

Engaged by this leading national banking institution to assume oversight of information architecture, wireframes, functional specification documents, user research, usability testing, and visual design for a website supporting a mobile mortgage specialist locator application document, creating and testing a prototype prior to its submission to developers for completion.

INFORMATION ARCHITECT / USER INTERACTION DESIGNER (Contract)

Jul to Nov 2011

Télévision francophone de l’Ontario (TFO) Toronto, ON

Brought on board with this francophone television network to put in place information architecture supporting its website, delivering user stories, interactive wireframes with functional requirements for desktops, mobile, and educational games, using Agile development and MS Team Foundation’s Server to produce user stories and develop functional specifications.

CONSULTANT – CUSTOMER EXPERIENCE SOLUTIONS / USABILITY EXPERT

Feb to Jul 2011

Bell User Experience Solutions Centre, Toronto, ON

Retained by this national telecommunications company to build out information architecture, deliver content inventory and user profiles, create surveys, and conduct interviews in support of heuristic evaluations. Additionally conducted eye tracking to determine users gaze plot patterns and habits utilizing Tobii Studios technology.

INFORMATION ARCHITECT / USER INTERACTION DESIGNER (Contract)

Aug 2010 to Feb 2011

Pareto, Richmond Hill, ON

Contracted by this major player in the design and distribution of shopper marketing materials, in-store messaging, planograms, and merchandizing to work in collaboration with business analysts and developers to design the Pareto Universal Marketing Platform (PUMP) through iterative prototyping development as lead information architect and designer.

Led requirements gathering, task analysis, information architecture, and design for the PUMP application enabling retailers to order signage and displays resulting in an interactive “dynamic depiction” prototype.

Developed the end-to-end user experience for a mobile data collection tool using multiple prototyping approaches including paper, static, interactive, and on-device, as well as Pareto Technology branding, “look and feel.”

Mapped and adapted the “in progress” brand expressions within the product’s user interface, acting as a key liaison between the development team, account managers, and other stakeholders.

Created mockups and dashboards in addition to producing and presenting the necessary documentation including wireframes and task flow diagrams for customers to illustrate a visual guideline for the application.

USER INTERACTION / EXPERIENCE DESIGNER (Contract)

Mar to Aug 2010

Teradata, Mississauga, ON

Tasked as a User Interaction and Experience Designer to design the Policy Exception segment on a fully automated, web-based modular solution designed to administer and improve inventory management and forecasting at the retail level. Developed the user interface through iterative prototyping within an Agile software development environment.

SENIOR INFORMATION ARCHITECT (Contract)

Nov 2009 to Mar 2010

Navantis, Toronto, ON

Hired by this provider of SharePoint Solutions, for medium to large enterprise clients in Canada to analyze, document, and recommend solutions to customers with core accountability including review writing, SEO, search audit estimation, and form designs.

INFORMATION ARCHITECT / USER INTERFACE DESIGNER / USABILITY CONSULTANT

Jun to Nov 2009

Contractor for various Agencies, Toronto, ON

Collaborated with various advertising agencies in Toronto, partnering with account managers and creative directors to conceive, design, prototype, and validate web applications to modify the user experience. Engaged with tasks such as iterative prototype development, formative and summative usability, and provision of highly functional fidelity prototypes, content audits, requirements prototyping, site mapping, usability assessments, and reporting recommendations for the next iteration.

INSTRUCTOR – CORPORATE TRAINING (Contract)

Mar to May 2009

CTC Train Canada, Edmonton, AB

Selected by this company specializing in courses on competence and business expertise as a corporate instructor with a mandate to assist in the development and delivery of adult courses, workshops, and education programs based on a project curriculum on Microsoft InfoPath 2007 designing forms, Microsoft Access, and Crystal Reports.

USER INTERFACE DESIGNER (Contract)

Nov 2008 to Feb 2009

Data Gardens, Edmonton, AB

Brought into this provider of reduced cost IT provisioning and administration while increasing productivity, utilization, and resiliency to work with the product management team to research, develop, design, and test user interfaces for the product range and implement metric collection, prototyping, UI guidelines, and usability testing procedures.

USER INTERFACE DESIGNER

Jan to Nov 2008

Intuit Canada, Edmonton, ON

Joined the ranks of this company offering business, financial, and tax management solutions for small to medium enterprise clients, consumers, and accounting professionals to lead the development and incorporation of design decisions into working concepts for customer online experiences based on usability study findings.

Provided actionable qualitative results through data analysis based on user comments, scheduled and managed the execution of usability testing sessions and iterative prototype testing in order to develop appropriate recommendations.

Evangelized User Centred Design to the entire Intuit Canada team, in addition to conducting web application testing, usability analysis, inspection, and development of test goals, scripts, and participant recruitment.

USER INTERACTION DESIGNER / ERGONOME / SCRIPTWRITER (Contract)

Jul to Dec 2007

Inpix Digital Media, Montreal, QC

Assigned to lead internal and client ideation and design sessions, with key accomplishments including authorship of a highly successful large-scale proposal for an online game entitled La Cache, preparing interactive prototypes and mock-ups, educating employees on User Centred Design approaches, user interface design patterns, and tools.

USER INTERACTION DESIGNER (Contract)

Jan to Jul 2007

Rackable Systems Inc, Montreal, QC

Joined this designer, manufacturer, and installer of server and storage systems for clients in the United States to take accountability for the user experience design for a RIA-based form completion platform named RapidScale Configurator. Created the application’s conceptual structures in response to stakeholder and user needs and objectives.

Produced documents describing the structure of the application including the overall information architecture and interaction diagram with storyboards, task flow illustrations, annotated wireframes, and design documents.

Completed deliverables including user interface design specification documents, functional and performance objectives with user interface commands and tools, workflow diagrams, and high-level prototypes.

INSTRUCTOR / SOFTWARE TRAINER (Contract)

Jan 2006 to Dec 2007

LaSalle Corporate Training, Montreal, QC

Recruited by this provider and established industry leader in specialized training for office and technical personnel in Canada to prepare and deliver personalized lessons in response to specific software-related problems and provide for comprehensive training, development, one-on-one coaching, lesson planning, presentations and writing assessments.

ASSOCIATE RESEARCHER – UI / UX DESIGN (2 years contract)

2004-2005

Human Computer Interaction Laboratory, University of Saskatchewan, Saskatoon, SK

Assigned by the Computer Science department of the University of Saskatchewan to study, develop, and define the driver vehicle interface with accountability in experiments designs for the evaluation of traditional GUI navigation techniques applicable to driver interfaces. Collaborated with other research projects through the construction of interfaces and hardware prototypes with appropriate levels of functionality with completed work published in the User Experience Magazine (Spring 2005 Edition), the OZHCI Journal (Australian Human Computer Interaction Journal) and the Human Computer Interaction (HCI) conference

ASSOCIATE RESEARCHER – UI / UX DESIGN (2 years contract)

2002-2003

User Centred Engineering Group, Technische Universiteit Einhoven, Einhoven, Netherlands

Acquired as a postgraduate research associate to create three-dimensional prototype files for a tangible user interface in addition to designing, testing, and prototyping two direct manipulation interfaces. These included the Rigid Interaction Selection Props (RISP) and the design of the Visual Interaction Platform (VIP), iterative prototypes, and performance of usability evaluation and user experience tests with completed work published by the HCI British Group, Human Factors, and Ergonomic Society.

Additional Experience includes ASSOCIATE RESEARCHER / USER INTERFACE DESIGNER (1999-2002) with Advanced Telecommunication Research (ATR) Lab, Kyoto, Japan.

EDUCATION & PROFESSIONAL DEVELOPMENT

Human Factors International (2011)

Research Associate in Computer Science (2005) University of Saskatchewan, Saskatoon, SK

Research Associate in Industrial Design (2004) Technische Universiteit, Eindhoven, Netherlands

Certified Set Designer (1987) National Theatre School

Bachelor of Arts in Design (1983) Bishop’s University, Lennoxville, QC

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