Every experience design team is helped by applying a framework that keeps research, activities, synthesising, reporting and designing consistent and helps to explain the process and practice of user experience research and design.
DXD Team at the DTP
The DXD team values were crafted in team workshop sessions and emerged through a collaborative sharing process. The visuals were designed by a DXD team member who was given guidance via brainstorming, mood boards and design feedback.
During my time at DTP, I was privileged to contribute to the Experience Design Council, where I took on the role of representing and leading the UX practice within the broader Digital Experience Design (DXD) team.
Comprised of both UX and UI designers, the DXD team collaborated on various projects, leveraging the design council's initiatives to cultivate a highly cohesive and productive environment. Through the practice, we instilled shared team values, established a consistent language, and equipped ourselves with standardised tools, all aimed at championing the value of experience design across the organisation.
BOM's Customer Experience Design (CED) Framework
I played an active part in helping to shape the CED framework which lays out activities to be undertaken at each pillar of the customer experience design process. The four pillars are Discover, Explore, Develop and Monitor. The CED framework is underpinned by the design principles that each team member needs to be aware of.
The initial framework came together in 2017 by looking at frameworks from other organisations such as the DTA or the UK equivalent. In 2020 we decided to update the CED framework to better align it within the larger ecosystem of the company wide digital development. The pillars of the framework have guided the activities at any phase of the project, helped to plan out a project timeline and keep a project on track.
The design principles of the CED Framework
Participant Recruitment
Participant recruitment for activities can often be complex and nuanced. The specific user groups required for a project vary based on selection criteria, including basic demographic factors such as gender, age, location, living with a disability or identifying as a member of the CALD community.
The quantity of participants recruited is determined by the nature of the research, whether quantitative or qualitative. Surveys and click tests typically necessitate larger groups, while participants for usability tests or discovery interviews can vary on available timeframes or research goals.
There are a variety of options to recruit participants for a research study:
✅ Askable, an online platform providing an database of potential participants
✅ Social Media channels, recruiting through the organisations online channels
✅ Sourcing participants from users already consuming a product or service
✅ Through feedback channels or contact centres
BOM Ideas – Participant database
To get a big pool of people to recruit from who meet the needs of the organisation,
I helped to create the BOM Ideas Community. This group is a database of registered users who have signed up to be involved in research activities.
This community has been a great source for the research activities since the start of the recruitment drive. When the selection criteria could not be met with this specific group, recruitment agencies or online services helped to fill the gap.
To reach prospects from the BOM Ideas Community I had to follow a time intense process and plan out communication material in advance which included an initial invitation email, a registration form for activities and scheduling participants by sending out calendar invites.
