Establishing a UX practice at Harvard Business Review
When Harvard Business Review re-launched hbr.org with a new, responsive design, they created a series of user-centric tenets that they needed help living up to. They brought me in to help them establish a UX practice and make UX improvements to the website.
Over 10 months, I helped them create a user-centered design process that integrated seamlessly with their Agile development team. This included:
- Drove enhancements of several of hbr.org's account features, including improvements to the user's purchase activity which led to a 46% reduction in customer service calls related to digital purchases in the first month after launch.
- Made incremental improvements to content utilities, such as following topics and saving articles to the user's library, leading to significant increases in customer engagement with these key features.
- Brought a regular cadence of user feedback via multiple methods (click tests, A/B tests, moderated and unmoderated usability testing) to inform site enhancements.
- Spearheaded a new, lean method of reporting usability findings, working directly with product managers, developers and designers to incorporate the findings into the development backlog.
- Worked with the design team to document guidelines for the HBR Pattern Library, including use of color and type, interface elements and system copy.
- Helped the design team transition from wide-screen Photoshop comps to responsive Axure prototypes to more effectively guide the responsive design process.