Enterprise Software, Financial Services,Selected Work   2011   Health Care, Resorts, Consumer Products,                   ...
about me
team mates  over the   years
Samples of early career brand strategy and          developent for many firms     © HumanCentered 2010, All rights reserve...
Park City Resort Web marketing and                                            reservations system development     © HumanC...
Premier Resorts, Inc.                                                 Resort property marketing,                          ...
Online brand and sales training.                                                 Business concept and strategy            ...
GMAC Bank (now Ally Bank)   Online retail bank development, inception, research,   planning and design to launch (for Syba...
Sybase Enterprise Portal product. Inception, research, planning   and design to launch (for Sybase)     © HumanCentered 20...
Banco Popular online banking. Inception, research planning,    design, launch (for Sybase)     © HumanCentered 2010, All r...
TrueWebBank.com (Greenpoint Bank, 2001) for Sybase     © HumanCentered 2010, All rights reserved© HumanCentered 2004, All ...
Jobs That People Hire Online Banks To Do Retail and Business Banking 2010                                                 ...
User Modes & Requirements Matrix                                “Julie”         “Sheena”       “Jack”       “Daniel”      ...
active engagement                                       to bank                                                    “Jack” ...
NEW VALUE-ADDED OPTIONS                        DESIGN INTENTS                                               •   Easy onram...
Retail online banking application for Open Solutions, Inc.     Rebranded for over 300 financial institutions across North ...
New banking tools: Three-step budgeting, Toolspalette, smart phone banking app.Budget Main Page                   Financia...
Business banking application for Open Solutions, Inc.     Led top-to-bottom redesign of complex products for ease of use18
The Customer Archetype 2:      Benchmarking Key Dimensions of      Customer Need, Want and Aspiration  St. John’s Health S...
Management Roundtable, Inc.   © HumanCentered 2007, All Rights Reserved
Management Roundtable, Inc.   © HumanCentered 2007, All Rights Reserved
Management Roundtable, Inc.   © HumanCentered 2007, All Rights Reserved
Management Roundtable, Inc.   © HumanCentered 2007, All Rights Reserved
Management Roundtable, Inc.   © HumanCentered 2007, All Rights Reserved
The Supportive Experience: IHC Women & Newborns                            ted                     is edi               at...
© HumanCentered 2004, All Rights Reserved
Synthesized User Archetype: Amy & Family                             {                                            Mother: ...
© HumanCentered 2004, All Rights Reserved
© HumanCentered 2004, All Rights Reserved
© HumanCentered 2004, All Rights Reserved
© HumanCentered 2004, All Rights Reserved
ted                   is edi             ation              lity      Inform        onfi dentia             and cfor   len...
don’t wanna wait for dryer    Taco Bell environment: rest rooms                                                           ...
product selection, ordering                                                                                           Self...
piqued                       conversations                                                                            DINI...
“Yum! Channel”                                              TB dynamic                                              media ...
why?                The post-ordering, post-pickup “attention space” is entirely unmanaged                       Guests ar...
offer member           a more                              frequency     personalized Taco                         benefit...
ted                   is edi             ation              lity      Inform        onfi dentia             and cfor   len...
© HumanCentered 2004, All Rights Reserved
© HumanCentered 2004, All Rights Reserved
© HumanCentered 2004, All Rights Reserved
© HumanCentered 2004, All Rights Reserved
Service tools for innovating chronic disease management          title slide                             ted              ...
Selected problem space modeling           20,000 classifiable diseases
Selected problem space modeling                                            cardiovascular diseaseData Source: National Hea...
Problem framing                  cardiovascular disease                         diabetes                          COPDThes...
User reearch. Disposable camera study                                        “For years, I                                ...
✔                                    Leading Causes of                                       US Deaths, 2006              ...
Projected Rise in Cases of Seven of the Most Common            Chronic Diseases, 2003-2023                                ...
Selected problem space modeling           Less than 1% of health care expenditures go toward             prevention or man...
Problem framing                  Recommendations 1. Focus upstream: target people across a wellness    spectrum– from well...
Create a culture of wellness empowerment
Work with people where they’re at    GOOD HEALTH                   AT RISK                      POOR HEALTH1          ➔   ...
Technology Mashup
Selected service UI concept prototyping© Cara Miller, Boxspring Design
Selected service UI concept prototyping© Cara Miller, Boxspring Design,
Enterprise Software, Financial Services,Selected Work   2011   Health Care, Resorts, Consumer Products,                   ...
Michael Eckersley Selected Work
Michael Eckersley Selected Work
Michael Eckersley Selected Work
Michael Eckersley Selected Work
Michael Eckersley Selected Work
Michael Eckersley Selected Work
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Michael Eckersley Selected Work

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A diverse selection of human-centered design work: research, planning, design, execution

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Michael Eckersley Selected Work

  1. 1. Enterprise Software, Financial Services,Selected Work 2011 Health Care, Resorts, Consumer Products, Fast Food, Brand Development Smart, connected, humane environments Michael Eckersley MFA, PhD
  2. 2. about me
  3. 3. team mates over the years
  4. 4. Samples of early career brand strategy and developent for many firms © HumanCentered 2010, All rights reserved© HumanCentered 2004, All Rights Reserved Michael Eckersley
  5. 5. Park City Resort Web marketing and reservations system development © HumanCentered 2010, All rights reserved© HumanCentered 2004, All Rights Reserved Michael Eckersley
  6. 6. Premier Resorts, Inc. Resort property marketing, online reservations © HumanCentered 2010, All rights reserved© HumanCentered 2004, All Rights Reserved Michael Eckersley
  7. 7. Online brand and sales training. Business concept and strategy development © HumanCentered 2010, All rights reserved© HumanCentered 2004, All Rights Reserved Michael Eckersley
  8. 8. GMAC Bank (now Ally Bank) Online retail bank development, inception, research, planning and design to launch (for Sybase) © HumanCentered 2010, All rights reserved© HumanCentered 2004, All Rights Reserved Michael Eckersley
  9. 9. Sybase Enterprise Portal product. Inception, research, planning and design to launch (for Sybase) © HumanCentered 2010, All rights reserved© HumanCentered 2004, All Rights Reserved Michael Eckersley
  10. 10. Banco Popular online banking. Inception, research planning, design, launch (for Sybase) © HumanCentered 2010, All rights reserved© HumanCentered 2004, All Rights Reserved Michael Eckersley
  11. 11. TrueWebBank.com (Greenpoint Bank, 2001) for Sybase © HumanCentered 2010, All rights reserved© HumanCentered 2004, All Rights Reserved Michael Eckersley
  12. 12. Jobs That People Hire Online Banks To Do Retail and Business Banking 2010 A dited Product development overview atio n is e ality Inform conf identi lengt h and for12
  13. 13. User Modes & Requirements Matrix “Julie” “Sheena” “Jack” “Daniel” trusting trusting passive preoccupied demanding demanding non-trusting non-trusting but partial technically limited user limited user super super user limited user limited user challenged user user user array of custom notifications and alerts greater skill & sense of control in personal finances fast, easy-to-use bill-pay simple, pleasurable online banking tools mobile banking application verifiable bill-pay receipts confidence in security of online banking services13
  14. 14. active engagement to bank “Jack” demanding super user low trust, high trust,confidence confidence “Sheena” preoccupied limited user “Daniel” “Julie” non-trusting trusting limited user but technically challenged user passive engagement to bank14
  15. 15. NEW VALUE-ADDED OPTIONS DESIGN INTENTS • Easy onramp to bill-pay set-up 1. BILL-PAY INTEGRATION • Central logon for centralized bank-based bill-paying activity • Secure, verified, archived payment receipts (i.e., really tight quasi integration) • Text/email notifications, alerts • Clear, low risk auto payment option • eBills sent directly to bank bill-pay • Secure repository for critical creditor/payee and account information: 2. NEW FUNCTIONALITY due dates, passwords “Financial Profile” & • Income and expenses spreadsheet and history, by category “Budget-Builder” • Basic budgeting worksheets tools, strategies, resources • Basic financial scenario projections • View accounts 3. SIMPLE MOBILE BANKING • Transfer funds • Pay bills APPLICATION • Find branch/ATM locations • Integrated affordances for routine “look-ups”, “write-downs” & 4. HANDY DESKTOP TOOLS “calendaring” • Calendar connected to bill-pay • Central location for account emails, e.g., alerts, notifications of account deposits and transaction “receipts”15
  16. 16. Retail online banking application for Open Solutions, Inc. Rebranded for over 300 financial institutions across North America16
  17. 17. New banking tools: Three-step budgeting, Toolspalette, smart phone banking app.Budget Main Page Financial Profile Worksheet Smart Phone Transactional App Tools Palette Configurations, Actions
  18. 18. Business banking application for Open Solutions, Inc. Led top-to-bottom redesign of complex products for ease of use18
  19. 19. The Customer Archetype 2: Benchmarking Key Dimensions of Customer Need, Want and Aspiration St. John’s Health System ted Michael Eckersley, MFA, PhD is edi ation lity Inform onfi dentia Customer Needs Discovery & Innovation gth and c Congress, Chicago, 13 June, 2007 for lenManagement Roundtable, Inc. © HumanCentered 2007, All Rights Reserved © HumanCentered 2007, All Rights Reserved
  20. 20. Management Roundtable, Inc. © HumanCentered 2007, All Rights Reserved
  21. 21. Management Roundtable, Inc. © HumanCentered 2007, All Rights Reserved
  22. 22. Management Roundtable, Inc. © HumanCentered 2007, All Rights Reserved
  23. 23. Management Roundtable, Inc. © HumanCentered 2007, All Rights Reserved
  24. 24. Management Roundtable, Inc. © HumanCentered 2007, All Rights Reserved
  25. 25. The Supportive Experience: IHC Women & Newborns ted is edi ation lity Inform onfi dentia June 24, 2011 and c for length Michael Eckersley, PhD
  26. 26. © HumanCentered 2004, All Rights Reserved
  27. 27. Synthesized User Archetype: Amy & Family { Mother: Amy Father: Jeff Infant:Crystal Sibling: Cody Grandmother: Diane The baseline unit of analysis, and the target for design should be those needs, desires and requirements of the nuclear family, with the common extension to an assisting mother/grandmother role player.© HumanCentered 2004, All Rights Reserved
  28. 28. © HumanCentered 2004, All Rights Reserved
  29. 29. © HumanCentered 2004, All Rights Reserved
  30. 30. © HumanCentered 2004, All Rights Reserved
  31. 31. © HumanCentered 2004, All Rights Reserved
  32. 32. ted is edi ation lity Inform onfi dentia and cfor length http://s3images.coroflot.com/user_files/individual_files/131420_Fz2e0Zfnt5D80myfQUPhSKPU
  33. 33. don’t wanna wait for dryer Taco Bell environment: rest rooms touch the door handle? the “backside” of food hygiene sensitivity brand afterthought flimsy toilet paper restrooms a draw moments of truth wash my hands? diaper-changing personal privacy avoid if possible public necessity germ anxiety paper towels in a hurry off-stage comfort odor off-stage odor brand afterthought flimsy toilet paper public necessity c c c c c c c c comfort c c c c c c c c in a hurry c c c c c c personal privacy c c c c c c c c restrooms a draw c c don’t wanna wait for c c dryer paper towels c c c c c c avoid if possible c c c c c touch the door handle? germ anxiety very related the “backside” of food c c c hygiene sensitivity somewhat related diaper-changing c c c c c c c c c what is slightly related wash my hands? c c c c not related moments of truth c c c c c Management Roundtable, Inc. © HumanCentered 2007, All Rights Reserved© HumanCentered 2004, All Rights Reserved
  34. 34. product selection, ordering Self-orientation: check out proximities, seating Keep kids with me or seat and monitor them? Enter restaurant (stroller, carrier, disabled?) Handed order receipt and pick-up number Move toward ordering area or queue-up Offer treat, food, distractors to kids Scan overhead menu Does the room look safe? Not sure where I should be selecting from They expect me to read that? What to get the kids? Drive in, park close? Where’s the children’s menu? Constantly checking on the kids - Are they safe, behaving? Translation please: What’s a Chalupa? What’s she ordering? Maybe I’ll just order that What’re the ingredients? Wish they had a simple quesadila BEGIN TASKS: SELECTING & ORDERING TASKS: PIC What’s the healthy thing to order? WAITI Am I ordering too little or too much? Should I just share my order with the kids? Gotta decide: I’m holding up the line Can’t decide: Too late to leave. Just order something! At front of line: Get product clarifications what is Communicate order Pay © HumanCentered 2005, All Rights Reserved© HumanCentered 2004, All Rights Reserved
  35. 35. piqued conversations DINING ROOM memories value EXPERIENCE Delta Horizons take-aways DYI impressions CNN Airport Google comparable “Surprise Me!” serve new host/proprietor channels your guests educate your role & function customers entertain your guests interactivity texture brand integration TACO BELL dimensions BRAND CHANNEL genuineness TB dynamic clock media wall dynamic order 1-3 flat plasma numbers panels life-affirming real-time brand video feed contests content qualities surprise bottom news programming short film crawler competitions music independence Google community news crawler TB Foundation discovery localized what if? profiles weather user-submitted creativity 10-second curiosity video segments sponsor ads © HumanCentered 2005, All Rights Reserved© HumanCentered 2004, All Rights Reserved
  36. 36. “Yum! Channel” TB dynamic media wall 6500 Taco Bell screens HD flat plasma across North panels America customer order quality content: number panel music, film shorts, short profiles bottom screen news crawler tasteful product blurbs bi-weekly updated segment Foundation feeds short profiles lively, creative, TB Film Festival interesting short video competitions what if?© HumanCentered 2005, All Rights Reserved
  37. 37. why? The post-ordering, post-pickup “attention space” is entirely unmanaged Guests are mostly unengaged, semi-conscious of the experience The Taco Bell dining room experience ignores important dimensions of food & eating Low consumer expectations: Exploit it! Make the dining room pay for itself: Per customer sales and brand recognition© HumanCentered 2005, All Rights Reserved
  38. 38. offer member a more frequency personalized Taco benefits to Bell experience cost-conscious “super users” immediate tie into group first-name affiliations and recognition group orders in over 6500 Taco Bells guide ordering potential to behaviors & incent “system-recognize” for users across all follow-up orders Yum!brands stores offer user comp items to test new expedite ordering: products “have the usual?” “try our new...?” buy & redeem Taco track history Bell & predict gift “bucks” user behavior what if?© HumanCentered 2005, All Rights Reserved
  39. 39. ted is edi ation lity Inform onfi dentia and cfor length
  40. 40. © HumanCentered 2004, All Rights Reserved
  41. 41. © HumanCentered 2004, All Rights Reserved
  42. 42. © HumanCentered 2004, All Rights Reserved
  43. 43. © HumanCentered 2004, All Rights Reserved
  44. 44. Service tools for innovating chronic disease management title slide ted is edi Service Innovation Design & Development Conference ation lity Inform onfi dentia June 22, 2009, Chicago and c length by Michael Eckersley, PhD for HumanCentered Except where otherwise noted, this work is licensed under a Creative Commons Attribution 3.0 License.
  45. 45. Selected problem space modeling 20,000 classifiable diseases
  46. 46. Selected problem space modeling cardiovascular diseaseData Source: National Health Library, NIH Rendered with Many Eyes, IBM
  47. 47. Problem framing cardiovascular disease diabetes COPDThese six diseases account for the vast majority of deaths, disabilities & health care costs cancer liver cirrhosis asthma
  48. 48. User reearch. Disposable camera study “For years, I think I was in “Teresa” 48 y/o female denial... I did Nixa, MO Conditions: Diabetes, high not want blood-pressure, high cholesterol diabetes & thought it was an older person’s disease”
  49. 49. ✔ Leading Causes of US Deaths, 2006 ✔ ✔ ✔ 34 7.3 6.7 6.5 ✔ 3.9 3.9 3.0 % 30% % % % % % % 2.4 1.8 A A KiCa In eu St cc D D lz CO Po H isea Bl son Pn dn as D flu m ia ise he id nc ro ea se oo in i PD be ey e e en o n ke er im rt nt d g te za ia er s s ’sSource: National Center for Health Statistics, 2006 &
  50. 50. Projected Rise in Cases of Seven of the Most Common Chronic Diseases, 2003-2023 ➜ Cancers 62% ➜ Diabetes 53% ➜ ➜ Hypertension Mental Disorders 39% 54% ➜ Heart Disease ➜ 41% Pulmonary Conditions ➜ Stroke 31% 29% Source: The Miliken Institute
  51. 51. Selected problem space modeling Less than 1% of health care expenditures go toward prevention or managed care of chronic disease. Source: Institute of Medicine, Health Affairs, JAMAData Source: National Health Library, NIH Rendered with Many Eyes, IBM
  52. 52. Problem framing Recommendations 1. Focus upstream: target people across a wellness spectrum– from well, to at-risk, to sick. Offer a network of incentives and supports appropriate to their individual situation. 2. Develop a platform of effective psychological, socio-cultural, and spiritual affordances to enable positive behavior and lifestyle changes. 3. Augment existing medical management, prevention, and wellness programs with integrated service tools that empower people to monitor and self-manage their health.
  53. 53. Create a culture of wellness empowerment
  54. 54. Work with people where they’re at GOOD HEALTH AT RISK POOR HEALTH1 ➔ 2 3 ➔ 4 5➔ 6 John Margo Stuart“Mr. Indestructible” “Ms. Denial” “Down but not out” Age: 26 Age: 45 Age: 63 Non-Profit Admin High School Staffer Retired Salesman MBA Married, 2 Children Married, 2 Children Single Weight: 175 lbs Weight: 165 lbs Weight: 150 lbs Sedentary, Overweight High blood pressure Height: 5’-8” High cholesterol Diabetes High cholesterol Non-smoker Melanoma Non-smoker
  55. 55. Technology Mashup
  56. 56. Selected service UI concept prototyping© Cara Miller, Boxspring Design
  57. 57. Selected service UI concept prototyping© Cara Miller, Boxspring Design,
  58. 58. Enterprise Software, Financial Services,Selected Work 2011 Health Care, Resorts, Consumer Products, Fast Food, Brand Development Smart, connected, humane environments Michael Eckersley MFA, PhD

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