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Hi, there! My name is Kaylee Schwitzer. I currently work as a Senior Experience Designer in New Product Development at Verizon.


ABOUT ME

I’m a human-centered designer, researcher and strategist who loves defining the future. Over the past few years, I’ve worked with a range of organizations to reimagine and define their vision for the future.


WORK HISTORY

Places I’ve worked Senior Experience Designer

Verizon

I currently work as a senior experience designer in the new product development group at Verizon. At the moment, I am leading design for the post-purchase experience of the initial consumer launch of 5G.

Senior Designer Moment As a designer at Moment, I have become a strong generalist. My strengths lie in the early, ambiguous part of the design process and I love exposing diverse stakeholders teams to the power of innovation through design.

UX Designer Viagem As the only designer at an early stage startup, I led design efforts and worked directly with the CTO to define product strategy, define requirements and launch a new product to market.

Qualitative Researcher

Beacon Research

As a qualitative research at Beacon Research, I facilitated bi-lingual instore intercepts with Hispanics for a number of clients and analyzed large international studies for Fortune 100 companies.


How might new technologies increase efficiency and reduce waste in the kitchen? PROJECT OVERVIEW

MY ROLE

McDonald’s was working with a technology partner to explore new technology opportunities. They reached out to us to guide them through the innovation process to ensure that the new technology would be adopted.

I played the role of lead designer on this project and was responsible for leading the team as a senior practitioner through qualitative and ethnographic research, workshop planning and facilitation, client management and high fidelity visual design.


THE PROBLEM

Kitchen inefficiencies have contributed to delays in customer service times ยง Crew members are constantly multitasking due to station complexity ยง Crew decision making at the fry station lacks precision and relies almost entirely on guesswork ยง Poor employee onboarding and skill development ยง High employee turnover


THE HYPOTHESIS

Accuracy and speed will improve if crew members are able to anticipate demand. ยง Cameras can predict upcoming demand as cars enter and exit parking lot ยง Sensors tied to equipment learn over time can optimize crew decision making


THE DESIGN CHALLENGE

How might a crew-facing tool improve accuracy and efficiency at the fry station? 01 DISCOVERY

02 CONCEPTING

03 TEST & REFINE

Through observational work and interviews, we learned how crew members currently manage their workflow.

Our discovery work allowed us to see new opportunities and begin to imagining new visions for the future.

We created a number of divergent concepts that allowed us to test our emerging hypotheses.


DISCOVERY

Through observation and interviews, we set out to learn how crew members currently respond to changes in demand.

8


9


CONCEPT

We generated divergent concepts for a crew facing tool that could help improve efficiency.

39


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TEST & LEARN

We tested our design hypotheses with crew members at the McDonald’s Innovation Center. DESIRABILITY

ACCESSIBILITY

Do you crew care about upcoming demand? Metrics?

Can we design a system that can be understood by non-English speakers? Across the kitchen?

Will crew members trust a tool that automates decisions? Do crew see value in information that travels?

What role do personal and shared information play in the kitchen?


WHAT DID WE LEARN?

Crew members don’t care about anticipating upcoming demand. They care about knowing what they need to do now.


THE SOLUTION

The Fry Decision Engine improves accuracy by using sensing technology and demand forecasting to prioritize tasks for crew members.


1. PACKAGING listing the orders ready to fulfill 2. COOKING TASKS directing crew when and what size to cook 3. SEEING DEMAND Visualizing demand in a familiar way


OUTCOMES

The Fry Decision Engine has reduced fry waste at pilot locations by an average of ninety percent over the past three months.


How might a shopping experience for bank accounts align with real people’s needs? PROJECT OVERVIEW

MY ROLE

Improve the existing web shopping experience to help our client better attain and retain valuable customers.

On this project, I played the role of research, design strategist and workshop facilitator.


We led the team at Capital One through a six month iterative research and design process.

CONTENT TESTING 6 Participants 7 People observing EMPATHY INTERVIEWS 12 Participants 13 People observing

SYNTHESIS WORKSHOP 18 People

IDEATION WORKSHOP 16 People

PRIORITIZATION WORKSHOP 18 People

USER TESTING II 6 Participants 5 People observing

USER TESTING I 6 Participants 4 People observing

USER TESTING II 6 Participants 5 People observing

DESIGN REFINEMENT


DISCOVERY

We dug into people’s needs, behaviors and attitudes towards shopping for bank accounts. TRIGGERS

SHOPPING BEHAVIORS

What triggers people to start shopping?

How do people approach the process?

CRITICIAL DECISION

CHOICE EVALUATION

What factor(s) influence their decision?

How do people reflect on their decision?


CONCEPTING

We facilitated workshops to help the Capital One team build empathy for their customers.


ALL ACCOUNTS

HEL P ME CHOOSE

CHECKI NG ACCOUNT - CATEGORY


CHECKI NG ACCOUNT - CATEGORY

CD ACCOUNT - CATEGORY

CHECKI NG ACCOUNT - DETAI L


How might the world’s largest digital comic book retailer overhaul their digital presence? PROJECT OVERVIEW

MY ROLE

Moment had worked with the same client on a previous engagement in 2014 that contributed to the company’s acquisition by Amazon. After being acquired, they came back to us to begin a full cross-platform overhaul of the entire cross-platform experience.

On this project, I played the role of product designer who was responsible for setting the strategic vision and extending the cross-platform logic.


What we delivered

PRODUCT ROADMAP

UNIVERSAL NAVIGATION

UNIFIED LOOK AND FEEL

Created a roadmap that helped our client jump-start a re-design and created alignments features and content areas to be addressed.

Developed a universal navigation system that established universal patterns that were platform and operating system agnostic.

Worked with visual designer to create, extend and a flexible visual language that could adapt as needed across platforms.


I NFORMATI ON ARCHI TECTURE

Identifying a universal navigation across all platforms and devices I OS PHONE

ANDROI D TABLET

ANDROI D PHONE

DESKTOP WEB


CONCEPTI NG

Providing entry points for new users and gateways for existing users NEW USER

POWER USER (RETURNI NG)


CONCEPTI NG

Identifying logic for new purchasing model and platform complexity


EXTENSI ON

Leveraging Amazon search and filter patterns to to build robust experiences ANDROI D TABLET

ANDROI D PHONE

I OS TABLET

I OS PHONE


Thanks for reviewing my work. I look forward to being in touch and learning more about how we might be able to work together in the future. kaylee.schwitzer@gmail.com 443-562-9400

Kaylee Schwitzer's Design Portfolio  
Kaylee Schwitzer's Design Portfolio  
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