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Discover Card Services
As UX Lead for Chicago, my role is to engage more directly with our clients to help assess their experience needs. This includes coordinating research activities for shaping strategic recommendations, moderating working sessions, discovery workshops, and design studios, formulating testing plans for our usability lab, and managing UX resources across the various rounds of project work. At MCD, we focus on a collaborative, lean UX model where we focus on problem-space definition, consensus-building through collaborative workshop activities, and rapid, iterative design processes such as design studios. |
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Discovery Workshops
Generative workshops focused on balancing Customer Needs and Business Goals while aligning functional requirements and technical capabilities. 
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Design Studios
Leveraging iterative sketching and storyboard processes to engage the client in the design process, define outcomes, and build consensus on design direction. 
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Rapid Prototyping and Evaluation
Getting to tangibility faster, through low- or high-fidelity prototypes, and getting in front of users to learn about the effectiveness of our designs for iteration and expansion. 
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Sample Projects
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Enterprise Rewards
Integrated rewards program for Discover Card Members Goal: Increasing transparency of marketing programs by adding unique tracking visualizations. Challenge: Balancing visualization elements to craft distinct trackers relavant to the offers members are enrolled in without overloading them with too many competing elements. Approach: Research on goal acquisition and visualization strategies across other contexts - namely fitness tracking and other tools - and how users are using those tools. Rapid iterative design and prototyping, iterative user testing (RITE method). |
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Credit Resource Center
Goal: Create an easily navigable, scalable, and responsive credit resource center that provides content about credit cards and general credit information. Challenge: Defining a content strategy that supports user goals, consolidated in a clear, easily understood taxonomy, that supports bright, engaging content templates in a responsive framework. Approach: Paramount was understanding the user needs around gathering information about credit. How do those content needs change over time and from person to person? Research into these user groups and their needs helped inform the structure of the site. Iterative sketching and collaboration yielded multiple approaches, gradually consolidated into the final design. |
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Discover Bank
Goal: Prepare for Discover Bank's transition from a member-only benefit for cardmembers to a premium broad-market financial service. Challenge: Identifying customer and business needs that would enable Discover to be successful in the marketplace. Approach: Extensive research track to identify target customers, understand how they bank in the 21st century, and define opportunities for Discover to leap past their competitors. Modern banking extends beyond segments, and is struggling to fit the lifestyles of younger customers. Developing a rich understanding of how these customers wish to connect to banks, on a personal level as well as on an account management level, was integral to the process. Defining the customer journey from the initial engagement level and across their relationship helped identify opportunities outside of the traditional banking realm. Concepts leveraged not only best practices from the financial service industry, but also from social media and fitness platforms as well. |