The question is one of the most powerful tools I use, and Discovery always starts with one: what problem are we trying to solve? I conduct desk research and user research to learn the business and the user, put that data in the right context, and strategize.
The goal if generative research is needed: explore the problem space with full comprehension of the context, i.e. the assumptions, limits, and opportunities; gain empathy for the user; define the problem needing a solution; analyze the research findings and synthesize them into valuable information; set the direction with the agreement of the team, checking the desirability, viability, and feasibility of that direction.
The goal if evaluative research is needed: assess a specific problem and gather feedback around a specific product/feature and identify pain points needing necessary improvements.
User research
Business analysis
Comparative audit
Affinity diagrams
Problem and needs statements
UX maps
Personas
Jobs to be done
Evaluative testing
User and task flow analysis
Ideation is an important part of the process that can save time in the long run, by laying out all ideas, talking through them, and challenging preconceptions about how to solve the problem. In this phase, for me, information architecture is the first stop. Before I put pixel to screen, it's critical to understand information needs, content, and business goals. After the foundation is clear, I start ideating with pen and paper, my tablet, and Figma. Maybe Claude is invited to speed things up.
The goal: collaborate with stakeholders to gather ideas; engage in different processes to generate desirable, viable, and feasible solutions; prioritize parts of the solution to give shape to the next phase of the process.
Figjam
Miro
Figma
Unstructured ideation, e.g. brain-dumping and brainstorming
Structured ideation, e.g. laddering
Mind maps
Information architecture, e.g. card sorting, sitemaps, etc.
Prioritization, such as comparative matrices or Must Have/Should Have/Could Have/Will Not Have
Sketching
Feedback via prototyping and testing are more essential parts of the process that save time, effort, and money in the end. By creating prototypes--of various levels of fidelity--and putting them in front of appropriate participants for usability studies and user testing, any mistakes, incorrect assumptions, and points of confusion are identified. Then, I keep iterating on the feedback.
Feedback is the lifeblood of not just design, but a successful company. By incorporating the feedback from the testing through rapid iteration, going back through previous phases to address incorrect assumptions, the design is finely tuned to address problem areas, co-created with the users so they feel not just heard, but actually listened to.
The goal: to transform the abstract ideas generated into tangible solutions through prototypes and put them in front of users to gather validation and confirmation to move forward with launch; to clean up errors and make products easily and happily enjoyed by users.
Figma
Keynote
Webflow
Sketch
Abstract
Usability studies
User testing
User interviews
Deliver could mean a myriad of things. For me, it means getting the useful, usable, delightful, carefully crafted design in the hands of the user and customer, whatever that entails. I assist engineering with thorough specs and assets or even writing HTML or CSS rules to speed up the process.
The goal: to launch the product successfully.
Specs
JIRA
HTML & CSS
QA testing
Communication
Care
Attention
I am lucky to have worked with Cass for 6 years at BondLink. I was her manager, but her role quickly grew to feel like a partnership where we worked together to completely overhaul every aspect of BondLink's product suite. Her skill set goes well beyond UX design, to include product design, product management, UX research, and more. She is deeply knowledgable and always centers her work on ensuring the best possible experience for users, advocating for research, testing, and implementation of best practices. She led numerous projects, designing new product features (including award-winning ones!) and collaborating across teams to ensure every project was a success all the way from initial concept to public launch date. And beyond her considerable skills in product and UX design, she is simply a delight to work with. Any company would be lucky to have Cass on their team.
I had the pleasure of working with Cass for over five years. I watched her deliver high-quality work while learning new markets, picking up new skills, and navigating a challenging multi-stakeholder environment. Cass will surely be a major asset to any product design or product management team looking for a talented and adaptable member.
