UX Design and MRID
HOW WE WORK
A Method for Problem Solving
ux design
is Problem Solving
is translating an Idea into something Useful
begins with a Need
Focuses on how the user Inter...
user research
Identifies possible stumbling points in a process
aids in Focusing concepts with user Expectations
is the Use...
HOW we work in user research
In-Depth Interviews
Surveys
Focus groups
Usability Testing
Ideation Sessions (Brainstorming, ...
ux design and

user research
increases the
opportunity to
produce

engaging and easy
to use products.
Emphasizing
April 2011
ux design impact
300
thousand
12
million
21
million
0
Total
Sessions
4,700% Increase
since April 2011
April 201...
ux design approach
delightfulsimple well-crafted
listen
ux design method
define iterate verify
+
Research
decode
+
Research
+
Research
+
Research
what we work on in ux design
Member Experience Touch Points
Mobile Applications
Web Sites and Online Banking
Internal Appl...
departments & number of projects
eChannels
Marketing
Savings & Membership
Corporate Comms
Credit Card lending
Social media...
UX Design and MRID
HOW we do it
listen
To the needs of the user
and the business to identify
and solve problems.
search
information
time
updated
links
har...
decode
Using sketches and wire
frames to define the
usability, interactions and
elements of delight.
define
Creating visual cues with
Visual Design to guide a
user toward the desired
behaviors, while
maintaining the brand
p...
iterate
Focused on member
experience, a cycle of
iterations and finesse. Never
One-and-Done.
!
Incorporate feedback from
us...
verify
Collaboration with
development and research
on the targeted solution. 
!
Maintain the voice of the
user, while supp...
ux design & research matters
By constructively challenging current practices, the UX Design
team and MRID work with you to...
engage us early
Whether it’s a new idea or a problem you discovered;

before embarking on a digital project, contact us.
U...
Thank You!
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How We Work: UX Design at Navy Federal Credit Union

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This UX presentation illustrates How We Work at Navy Federal in the design process and was geared toward educating employees on how to best utilize UX and the role it plays.

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How We Work: UX Design at Navy Federal Credit Union

  1. 1. UX Design and MRID HOW WE WORK A Method for Problem Solving
  2. 2. ux design is Problem Solving is translating an Idea into something Useful begins with a Need Focuses on how the user Interacts
  3. 3. user research Identifies possible stumbling points in a process aids in Focusing concepts with user Expectations is the User’s Advocate
  4. 4. HOW we work in user research In-Depth Interviews Surveys Focus groups Usability Testing Ideation Sessions (Brainstorming, etc.)
  5. 5. ux design and
 user research increases the opportunity to produce
 engaging and easy to use products. Emphasizing
  6. 6. April 2011 ux design impact 300 thousand 12 million 21 million 0 Total Sessions 4,700% Increase since April 2011 April 2012 April 2013 April 2014 Native Apps 130% unique Users increase in iPhone/iPad Ratings: “Okay, never thought I would get excited about a banking app….ever” Android Ratings: “Absolutely wonderful! Intuitive, clean and simple interface.”
  7. 7. ux design approach delightfulsimple well-crafted
  8. 8. listen ux design method define iterate verify + Research decode + Research + Research + Research
  9. 9. what we work on in ux design Member Experience Touch Points Mobile Applications Web Sites and Online Banking Internal Applications
  10. 10. departments & number of projects eChannels Marketing Savings & Membership Corporate Comms Credit Card lending Social media HR PEX MRID Retirement Contact Center Branch GEM ISD BPA 20 40 60 80 47 24 4 1 1 1 1 2 1 2 3 2 1 1 28 9 6 5 5 4 2 2 4 1 1 Active Projects Complete Projects Jan - July 2014
  11. 11. UX Design and MRID HOW we do it
  12. 12. listen To the needs of the user and the business to identify and solve problems. search information time updated links hard help navigate pages tab location work find like feature hard improve looking function needed pages procedures A-Z area feel better relevant HR always manuals jobhome extremely type words helpful improve number example sometimesseems A-Z branches specific organization easier available improvementquickly employees tool results option effective departments related members contact location system employee word found good different department training think better engine great something times phone one site needs access works everything improved products numbers searchable organization link BOTAD content friendly call right job know everything datesearching area never certain items less items
  13. 13. decode Using sketches and wire frames to define the usability, interactions and elements of delight.
  14. 14. define Creating visual cues with Visual Design to guide a user toward the desired behaviors, while maintaining the brand personality.
  15. 15. iterate Focused on member experience, a cycle of iterations and finesse. Never One-and-Done. ! Incorporate feedback from user testing.
  16. 16. verify Collaboration with development and research on the targeted solution. ! Maintain the voice of the user, while supporting the project goals.
  17. 17. ux design & research matters By constructively challenging current practices, the UX Design team and MRID work with you to find innovative solutions. We identify concepts, strategies and trends that will have a lasting impact; by seeing things from the user’s perspective.
  18. 18. engage us early Whether it’s a new idea or a problem you discovered;
 before embarking on a digital project, contact us. UX Design - Mitch Hazam User Research - Elaine Offley Account Access - John Robertson Mobile - Meghan Gound MRID - Marcia Sanford
  19. 19. Thank You!

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