Service design is planning and arranging people, infrastructure, communication and material components of a service in order to improve its quality, and the interaction between the service provider and its users. My main collaborators are the department managers that are directly working with the system, and developers that implement the new system.

I solved inconsistencies and shortages in the financial and support processies.

Goals/Requirements: • Assess the current state of the process • Research pain points and opportunities with stakeholders from diverse teams • Present an analysis, user flow and hi-fi prototype to development, that respects priority needs

My main steps were

Discovery

User research

Information architecture

User flow

Wireframes

Hi-fi prototypes

Usability testing

A few reiterations

Design handoff

Participating in managing the design system

Saving a lot of work hours from the service departments involved, improving on consistency and reliability of contract management and transactions.

I learned that you can never know what to expect before you finish the discovery phase. It's best to ask that silly question in the user interview, even if you're not sure at the time.