Michael D. Dutton
Welcome to my public portfolio. I’ve been lucky enough to work for many clients over my last twelve years in the user experience field, including the high tech industry, higher education, and the health sector.

I believe that the best user experiences are based on validated user needs and goals that are mapped to business strategy and are enabled by modern technology solutions. I’ve highlighted a few examples that demonstrate my approach below.  I can’t share all of my work here, but I would be happy to tell you more about what I do if you contact me..

Design

Research

Metrics

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NZTA

By analysing how individuals obtain and assess information about traffic, we identified the need for a map-based, interactive experience. In this approach, users have the ability to drill down into a roadway or project. You can view the implemented site here.

Performance Analytics @ ServiceNow
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ServiceNow was a dynamic environment where I stepped in to provide design leadership multiple times. It was clear from our competitors that our design was dated and a factor in winning contracts. As we worked to rebuild the entire platform experience, we discovered there were a total of 15 different builder experiences. The challenge was to  create a modern, intuitive, UI, that rivalled our competitors.

Orion

From crafting an end-to-end journey map for patient and practitioner experience, we were able to identify gaps in our knowledge to then craft better experiences; from A&E triage boards to community coordinators of care.

Chorus

One of the biggest issues with fibre installation was the lack of control homeowner's had in the whole process. From the inability to schedule, understanding complex multi-dwelling requirements, to knowing how many visits and who will be showing up at your house, the customer was in the dark. By creating an app, it empowered customers with knowledge and resources to understand the process.

Creative NZ

This client wanted a new website to showcase the efficacy of their funding investments and evangelise their work in the community. My team and I prototyped six unique designs for them, but the normal low-fidelity approach did not work for them. We added imagery and design elements to communicate the potential look and feel of the site, while maintaining an agile development approach. In the end, they were able to deliver a visually-engaging but user-focussed experience with their website.

Design

From crowd sourcing to co-design, or just using professional experience and training, design requires proper use of Gestalt principles and leveraging cognitive psychology to make designs easy to use. 

Techniques and tools used for Interaction Design:

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Research

Early in my career I was exposed to the value of having a strong user research discipline.  One of my first clients had discovered a market need, but overlooked context of use, resulting in poor sales and numerous complaints.  

Since then, I have embraced upfront and ongoing research as part of the user-centered design process.  Below are some of the research techniques I use.  

Performance Analytics @ ServiceNow 

Product can only succeed if it meets the needs of its users. When there is a plethora to be built, having a prioritisation and knowing what your customers are wanting helps build the features the market needs and will pay for.

Taking a robust list of features from our product and competitors, allowed us to address feature creation in a statistically backed way.

Health 

I helped improve the overall clinician-patient relationship as well as patients' awareness of procedures. Using contextual enquiry, I observed the interactions between providers and patients, learning that patients' understanding and ability to explain what was happening to them started to degrade as soon as they walked out of their treatment centre. This affected not only the patients', but their families as well as it made it difficult for them to understand the procedures. 

I designed updated, clinician-patient interaction models. The new interactions enabled patients to be more engaged, retain knowledge longer, and be more comfortable with upcoming procedures.

Technology 

In this project, my client thought that they knew their business process well, but they had no idea how their customers were experiencing their processes and why there were so many complaints. Because this was new service and there weren't many customers yet (and the ones that exist are spread throughout the country), I used a remote diary analysis tool to gain insights. My client used these insights to improve their processes and develop new customer apps, which have greatly reduced complaints and improved the overall customer experience.

Insurance 

The purpose of this project was to improve health and safety and increase government cost savings at the same time. My client wanted to create an initiative to increase motorcycle rider safety through the adoption of ABS technology. To find the best way to encourage this behaviour, I researched purchasing habits, measured the importance of features, and even put myself in the shoes of a rider by learning to ride a motorcycle. I gained tremendous insight into the resistance, challenges, and mentality towards safety, insurance, and ABS. My client used these insights to focus their messaging and incentives on more effective strategies to improve rider safety. As a result, they were able to save millions of tax payer dollars.

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Metrics & Validation

ServiceNow wanted to provide an end-to-end framework for metrics & user validation. It took considerable effort, reviewing 70+ surveys, articles, and criticisms, to create a framework that was piloted and adopted throughout the company.

Not only did it act as end user validation, it also provided a quality assessment for executives to understand where design was going wrong.


UXQ @ ServiceNow