Blair Koeneman, Sarah Field, Ashley Nicodemus, Cygny Malvar
Design Studio / Department
Three questions to the project team
What was the particular challenge of the project from a UX point of view?
The biggest UX challenge of this project was the level of complexity of the product ecosystem that needed to be understood and balanced for success. CertScan's global utilization spans crucial operations like cargo ports, parcel inspections, customs and border security, rail and air cargo inspections, and event security. Within each operational domain, a minimum of 5 distinct user roles with varied tasks and needs, coupled with an array of diverse data sources, demanded a design that could adapt and give users confidence when making mission-critical decisions. It was the ultimate example of making a lot of different types of information actionable for different people.
What was your personal highlight in the development process? Was there an aha!-moment, was there a low point?
The most exciting part of the project was when we were in the middle of our design iterations and started experimenting with new types of data visualizations. Those crazy-feeling visuals ended up being what connected a core part of the design which was having the digital reflect the physical world for users by using lane summaries. Not only were they more efficient and actionable, but when we tested them with users, they expressed finally feeling heard because we were able to capture their sentiments from initial conversations into designs.
Where do you see yourself and the project in the next five years?
Even though I only worked on this project as an external design consultant, this project will always be important to me because during it I was able to feel first-hand how amazing it is to be able to talk to and try to understand users and show them that these complex systems can work for them and in turn improve their daily lives. I look forward to continuing to work in such complex mission-critical environments because of how interesting and satisfying it was as a designer, and excited to see CertScan improving efficiency and safety at crossings around the world!