Holly Collier | Portfolio

<rss version="2.0"
	xmlns:content="http://purl.org/rss/1.0/modules/content/"
	xmlns:wfw="http://wellformedweb.org/CommentAPI/"
	xmlns:dc="http://purl.org/dc/elements/1.1/"
	xmlns:media="http://search.yahoo.com/mrss/"
	
	>

<channel>
	<title>Holly Collier &#124; Portfolio &#124; 2025</title>
	<link>https://hollytcollier.cargo.site</link>
	<description>Holly Collier &#124; Portfolio &#124; 2025</description>
	<pubDate>Thu, 27 Feb 2025 20:03:41 +0000</pubDate>
	<generator>https://hollytcollier.cargo.site</generator>
	<language>en</language>
	
		
	<item>
		<title>Home</title>
				
		<link>https://hollytcollier.cargo.site/Home</link>

		<pubDate>Thu, 09 Jan 2025 23:13:14 +0000</pubDate>

		<dc:creator>Holly Collier &#124; Portfolio &#124; 2025</dc:creator>

		<guid isPermaLink="true">https://hollytcollier.cargo.site/Home</guid>

		<description>Hi, I’m Holly.I’m a Chicagoland-based UX designer, researcher, and strategist with 15+ years of experience shaping product vision and crafting digital experiences that connect people 
with the services and products they need.

My previous experience includes...

	&#60;img width="2400" height="598" width_o="2400" height_o="598" data-src="https://freight.cargo.site/t/original/i/dc77c715ba216baea56da53121b0e2c1186bf94760e4b94a5a5be7456d7927e3/walmart-logo-black-transparent.png" data-mid="226829475" border="0" data-scale="73" data-no-zoom alt="Walmart" data-caption="Walmart" src="https://freight.cargo.site/w/1000/i/dc77c715ba216baea56da53121b0e2c1186bf94760e4b94a5a5be7456d7927e3/walmart-logo-black-transparent.png" /&#62;
	&#60;img width="2400" height="770" width_o="2400" height_o="770" data-src="https://freight.cargo.site/t/original/i/e3a4afd3f89c53978cff520279f3251de039aa69fca81ef64737d8d0d6849ee3/mozilla-logo-png-transparent.png" data-mid="226829472" border="0" data-scale="57" data-no-zoom alt="Mozilla" data-caption="Mozilla" src="https://freight.cargo.site/w/1000/i/e3a4afd3f89c53978cff520279f3251de039aa69fca81ef64737d8d0d6849ee3/mozilla-logo-png-transparent.png" /&#62;
	&#60;img width="575" height="128" width_o="575" height_o="128" data-src="https://freight.cargo.site/t/original/i/8d9cb3acaa9e05fc56bb42d49827f9b701676d516709dd55b57d87e57cd9d59b/Wide-One-Color-on-Light.svg" data-mid="226829571" border="0" data-scale="84" data-no-zoom alt="U.S. Department of Veterans Affairs" data-caption="U.S. Department of Veterans Affairs" src="https://freight.cargo.site/w/575/i/8d9cb3acaa9e05fc56bb42d49827f9b701676d516709dd55b57d87e57cd9d59b/Wide-One-Color-on-Light.svg" /&#62;
	&#60;img width="2398" height="664" width_o="2398" height_o="664" data-src="https://freight.cargo.site/t/original/i/462bd5a46530e442db5c8a9fa791a3d398707a49bd1d51aa8b386c7667ebec7c/united-states-postal-service-1-logo-black-and-white.png" data-mid="226881662" border="0" data-scale="74" data-no-zoom alt="U.S.  Postal Service" data-caption="U.S.  Postal Service" src="https://freight.cargo.site/w/1000/i/462bd5a46530e442db5c8a9fa791a3d398707a49bd1d51aa8b386c7667ebec7c/united-states-postal-service-1-logo-black-and-white.png" /&#62;
	&#60;img width="573" height="88" width_o="573" height_o="88" data-src="https://freight.cargo.site/t/original/i/ee7cd0add74c51d13443ecb317554ee02fc99bab3fae42a718e0d918f54351a3/delta.png" data-mid="226829497" border="0" data-scale="100" data-no-zoom alt="Delta Air Lines" data-caption="Delta Air Lines" src="https://freight.cargo.site/w/573/i/ee7cd0add74c51d13443ecb317554ee02fc99bab3fae42a718e0d918f54351a3/delta.png" /&#62;


</description>
		
	</item>
		
		
	<item>
		<title>Walmart Pay (mobile app &#38; omnichannel experience)</title>
				
		<link>https://hollytcollier.cargo.site/Walmart-Pay-mobile-app-omnichannel-experience</link>

		<pubDate>Sat, 04 Jun 2016 00:51:00 +0000</pubDate>

		<dc:creator>Holly Collier &#124; Portfolio &#124; 2025</dc:creator>

		<guid isPermaLink="true">https://hollytcollier.cargo.site/Walmart-Pay-mobile-app-omnichannel-experience</guid>

		<description>Walmart Pay
Enabling seamless in-store payments with the first platform-agnostic mobile payment solution&#38;nbsp;
Walmart Pay enables customers to pay in the store with their smartphones using the Walmart mobile app. It works with any iOS or Android device, at any checkout lane, and with any major credit, debit, pre-paid or Walmart gift card in their account.

Walmart was the first retailer to offer its own mobile payment solution. Walmart Pay piloted in December 2015 and was released to chain (4,620 stores) in June of 2016. In July of 2018, it had close to 4 million unique users and was close to surpassing Apple Pay in usage for mobile payments.
&#60;img width="1200" height="1059" width_o="1200" height_o="1059" data-src="https://freight.cargo.site/t/original/i/9e6ad97f0dd831fc1d199c468d725fd9b2b204cdcbf4d6125769d0d2c754c5cc/Walmart-Pay-two-phones.png" data-mid="120790382" border="0" data-scale="78" alt="Walmart Pay feature" data-caption="Walmart Pay feature" src="https://freight.cargo.site/w/1000/i/9e6ad97f0dd831fc1d199c468d725fd9b2b204cdcbf4d6125769d0d2c754c5cc/Walmart-Pay-two-phones.png" /&#62;

PROBLEM:Our product team was issued a challenge from the business: Make Walmart the first retailer to offer its own mobile payment solution. This was tricky for several reasons that came up over the course of the project:The product &#38;amp; engineering teams working on customer and Associate-facing software had never worked together to launch an omnichannel feature of this size.The point of sale hardware in stores couldn't be changed—so our product solution would need to work within the limitations of the existing PINpad at checkout (ex: Associates would not be able to scan a barcode on the customer’s phone).And our biggest experience challenge: The core mobile customer wasn’t the early adopter type (and was wary of doing anything related to payments on their mobile phone).

 
	MY ROLE:UX Strategy, Interaction Design, Information Architecture
I led the design effort for Walmart Pay on our iPhone and Android apps. I co-developed the Walmart Pay value proposition and a key&#38;nbsp;product-led growth strategy for&#38;nbsp;customer acquisition, served as the principal Information Architect and Interaction Designer, and managed the entire mobile UX team's process and workflow—leading a team consisting of a visual designer, content strategist, prototyper and user researcher.

I drove the mobile product team to connect with cross-functional marketing and development teams (Android, iOS and point of sale software) to deliver the best possible Walmart Pay in-store customer experience on our apps, in our signage, and at the point-of sale. I also played a key role in demoing the feature to Walmart executives in Bentonville, AR and achieving a green light to move forward on the project as a result.
	IMPACT:Shortly after launch, Walmart Pay had more than 1 million unique users (most of them Savings Catcher users acquired via our product-led growth strategy). One year later, usage had increased by 4x and was close to surpassing Apple Pay in usage for mobile payments. It is still the only mobile payment method accepted in Walmart stores.

In-app ratings (2017): Four out of five users said they would recommend Walmart Pay and three out of four gave the solution a five-star rating.
We were&#38;nbsp;granted a design patent (us D820,850) for our payment drawer design.


How might we create a platform-agnostic mobile payment solution that works with existing point of sale hardware in Walmart stores AND give not-so-tech-savvy customers the incentive and reassurance they need to start using their phones to pay in the store?
PROCESS:
Solving this problem involved collaborating across technology, business and marketing teams in a way that nobody had done before at Walmart.

Discovery: Competitive Analysis &#38;amp; Early Technical Prototypes
I kicked off the project in May 2015 by leading the mobile UX team through a competitive analysis of other companies pursuing mobile payment. 

At the same time, I collaborated with engineering to help the team create several low-fidelity prototypes based on the business and technical requirements to vet the  mobile/POS pairing process (creating wireframes exploring several options for pairing).
 We confirmed at this point that our product team’s preferred solution (Store&#38;nbsp;Associate scans a barcode on the customer’s phone) would not be feasible due to hardware and budget constraints, and moved forward with an alternate flow: the customer would scan a QR code displayed on the&#38;nbsp;PINpad at checkout.&#38;nbsp;

&#60;img width="1096" height="709" width_o="1096" height_o="709" data-src="https://freight.cargo.site/t/original/i/2639b599d343e020a4a6d021e20e069463ab59d3aa8be0eaa9ad4bbec0fb4bbb/Walmart-MobilePay_PairingPrototype_v7.png" data-mid="120790386" border="0" data-scale="86" src="https://freight.cargo.site/w/1000/i/2639b599d343e020a4a6d021e20e069463ab59d3aa8be0eaa9ad4bbec0fb4bbb/Walmart-MobilePay_PairingPrototype_v7.png" /&#62;Flow for early low-fi prototype used to prove out the technical solution behind Walmart Pay.
Defining the Experience: Storyboarding to Unblock Other Teams
To begin defining the high-level customer experience, I  created storyboards to communicate the overall customer experience to stakeholders and to unblock cross-functional partners (engineering and marketing teams), so that they could continue to move forward in their work without needing detailed wireframes.

&#60;img width="2695" height="2100" width_o="2695" height_o="2100" data-src="https://freight.cargo.site/t/original/i/5b6b563471394b6f91f08e9743438a6d6a40a7cdb5bf4c16da317ffb30cc0fcf/MobilePay-scan-POS-code_v2.png" data-mid="120790383" border="0" data-scale="75" src="https://freight.cargo.site/w/1000/i/5b6b563471394b6f91f08e9743438a6d6a40a7cdb5bf4c16da317ffb30cc0fcf/MobilePay-scan-POS-code_v2.png" /&#62;
Early Walmart Pay customer experience storyboard.

Product-led Growth Strategy: Customer Acquisition and Value Proposition
With the technical solution and the high-level Walmart Pay experience defined, we still had a problem: Our core mobile customers were not early adopters, and were unlikely to use mobile payment without some kind of incentive. How would we attract Walmart Pay’s first users?
I collaborated with my research partner to synthesize customer persona research with business goals in order to&#38;nbsp;define Walmart Pay’s value proposition and target personas, and to brainstorm a customer acquisition strategy for the feature. 
We identified a product-led growth opportunity for Walmart Pay: Many of our target mobile app users were Savings Catcher users, and had Savings Catcher reward dollars saved in the form of virtual Walmart gift cards in their app, but no way to easily use them in the store.
 
Our hypothesis: By promoting Walmart Pay within Savings Catcher and then supporting gift cards as a payment method within Walmart Pay, we would entice customers to easily give Walmart Pay a try for the first time, using those gift cards.

&#60;img width="700" height="525" width_o="700" height_o="525" data-src="https://freight.cargo.site/t/original/i/d21b7ea219c4ce7da03a1e375376b5acd09dba0350c8dbecc5c00a67c385ece1/value_prop-definitition-white-board.jpg" data-mid="121099826" border="0" data-scale="67" src="https://freight.cargo.site/w/700/i/d21b7ea219c4ce7da03a1e375376b5acd09dba0350c8dbecc5c00a67c385ece1/value_prop-definitition-white-board.jpg" /&#62;Mapping personas to attributes &#38;amp; motivations.

Defining the Details: Wireframes and Prototyping
Our challenge now was to design a simple, low-friction experience. I created detailed wireframes and steered the UX team's creation of visual design, content strategy and web-based prototypes for early usability testing. I also collaborated with Walmart’s marketing team and the ISD point-of-sale engineering team to ensure a consistent experience across customer and Associate-facing touch points.


&#60;img width="1072" height="698" width_o="1072" height_o="698" data-src="https://freight.cargo.site/t/original/i/bcd5688ddc93af0b2600988d42bc4def196110a1a1150dd747267ad79c2f0bb4/wp-drawer-1.png" data-mid="120790384" border="0" data-scale="95" src="https://freight.cargo.site/w/1000/i/bcd5688ddc93af0b2600988d42bc4def196110a1a1150dd747267ad79c2f0bb4/wp-drawer-1.png" /&#62;
&#60;img width="1076" height="699" width_o="1076" height_o="699" data-src="https://freight.cargo.site/t/original/i/a5cd5376d9dc4e28557eeaaa55efb9d39333c78ca0430e0d3eda1d580f9f580b/wp-drawer-2.png" data-mid="120790385" border="0"  src="https://freight.cargo.site/w/1000/i/a5cd5376d9dc4e28557eeaaa55efb9d39333c78ca0430e0d3eda1d580f9f580b/wp-drawer-2.png" /&#62;
&#60;img width="2586" height="1738" width_o="2586" height_o="1738" data-src="https://freight.cargo.site/t/original/i/ebff2e0c8d71fecafa4d24e497506fd75d13c10e1f04cd879d8ac957d72dde24/Screen-Shot-2021-10-08-at-3.20.03-PM.png" data-mid="121102045" border="0"  src="https://freight.cargo.site/w/1000/i/ebff2e0c8d71fecafa4d24e497506fd75d13c10e1f04cd879d8ac957d72dde24/Screen-Shot-2021-10-08-at-3.20.03-PM.png" /&#62;

Detailed cross-platform wireframes describing the various states for the Walmart Pay drawer screen.


	&#60;img width="3264" height="2448" width_o="3264" height_o="2448" data-src="https://freight.cargo.site/t/original/i/199be42ea41c1dc4773abd6baa714b1b4ea7be2442f38652f1d8a6425fd4b4e0/Photo-Aug-12--10-39-19-AM.jpg" data-mid="121100479" border="0" alt="Walmart Pay research lab study room." data-caption="Walmart Pay research lab study room." src="https://freight.cargo.site/w/1000/i/199be42ea41c1dc4773abd6baa714b1b4ea7be2442f38652f1d8a6425fd4b4e0/Photo-Aug-12--10-39-19-AM.jpg" /&#62;Walmart Pay research lab study.


	 Usability Testing &#38;amp; Stakeholder Alignment
In August, we tested the signup and in-store payment experience with customers in a user research lab study.&#38;nbsp;
Based on our research findings, we iterated to improve the experience (streamlining the signup flow and tweaking language &#38;amp; imagery). In September, we used this same web&#38;nbsp; prototype to gain sign off on the project from Walmart executives during demo week (in a secret lab!) in Bentonville, AR, where I co-presented a demo of the end-to-end, cross-channel customer experience, alongside our stakeholders.


	Walmart Pay Pilot + Field Usability Testing


	We spent the rest of the fall getting the Android and iPhone app experiences ready for launch, moving towards the Walmart Pay pilot's December launch announcement date.
We piloted in a handful of stores, conducted several weeks of testing with customers in the field, and identified opportunities for improvement before launching chain-wide.
	&#60;img width="2448" height="3264" width_o="2448" height_o="3264" data-src="https://freight.cargo.site/t/original/i/797c1c343db1e7887922b0dd0d7a3a448d331155775db06ebd5970bda37043bc/Photo-Jan-27--12-30-18-PM.jpg" data-mid="121100923" border="0" alt="Walmart Pay field usability testing." data-caption="Walmart Pay field usability testing." src="https://freight.cargo.site/w/1000/i/797c1c343db1e7887922b0dd0d7a3a448d331155775db06ebd5970bda37043bc/Photo-Jan-27--12-30-18-PM.jpg" /&#62;Walmart Pay field usability testing.
	&#60;img width="2210" height="3264" width_o="2210" height_o="3264" data-src="https://freight.cargo.site/t/original/i/d889fa428af418712c42c9669400d5c78236ff7f0f3d2502baa81584a26eeb44/Photo-Jan-26--4-34-37-PM.jpg" data-mid="150750225" border="0" data-scale="90" alt="Walmart Pay field usability testing." data-caption="Walmart Pay field usability testing." src="https://freight.cargo.site/w/1000/i/d889fa428af418712c42c9669400d5c78236ff7f0f3d2502baa81584a26eeb44/Photo-Jan-26--4-34-37-PM.jpg" /&#62;


Finalizing the Walmart Pay MVP
The final design shipped in May 2016:

&#60;img width="3048" height="1342" width_o="3048" height_o="1342" data-src="https://freight.cargo.site/t/original/i/bac40f1e9eb0128e1899645e389fd9fa0b2cf5fd5e991cebb974aab5c99ab889/Screen-Shot-2021-10-11-at-3.39.41-PM.png" data-mid="121328427" border="0"  src="https://freight.cargo.site/w/1000/i/bac40f1e9eb0128e1899645e389fd9fa0b2cf5fd5e991cebb974aab5c99ab889/Screen-Shot-2021-10-11-at-3.39.41-PM.png" /&#62;
&#60;img width="2034" height="1384" width_o="2034" height_o="1384" data-src="https://freight.cargo.site/t/original/i/6fc17f3f016b3ca7b1c612fb50e648d6e67d130b906271a20b4935dd4e9705a8/Screen-Shot-2021-10-11-at-3.39.57-PM.png" data-mid="121328424" border="0"  src="https://freight.cargo.site/w/1000/i/6fc17f3f016b3ca7b1c612fb50e648d6e67d130b906271a20b4935dd4e9705a8/Screen-Shot-2021-10-11-at-3.39.57-PM.png" /&#62;
Payment flow; Savings Catcher gift card acquisition strategy.


RESULTS:In June of 2017, Walmart Pay had more than 1 million unique users  (most of them Savings Catcher users acquired via our product-led growth strategy) and as of November 2017, was close to surpassing Apple Pay in usage for mobile payments.Repeat usage was huge: 88% of transactions came from repeat users:

“Nearly 50 percent (47.2 percent to be exact) of respondents who shop at 
Walmart said that they used it every time they could — only 6.6 percent 
said that they never thought to use it at all.”&#38;nbsp;In-app ratings (2017): Four out of five users said they would recommend Walmart Pay and three out of four gave the solution a five-star rating.The team was also granted a design patent (us D820,850) for our payment drawer design.
Walmart Pay demonstration video (2015).


Awards:

Mobile Commerce Daily: 2015 Mobile Retailer of the Year first runner-up: WalmartWalmart Year Beginning Meeting 2016 - Team Innovation Award
@WalmartLabs Q1 FY17 Shipped It AwardIndividually recognized with a quarterly "Spark Award" by my internal UX teammates for my role and efforts on the project.

Walmart Pay in the news:

Business Wire:&#38;nbsp;Walmart Introduces Walmart Pay (2015)
 New York Times: Walmart Prepares to Enter Mobile Payments Business (2015)
Forbes: Walmart Drops An Atomic Bomb On Its Apple Pay Competitor (2015)
Bloomberg: Walmart Pay Could Surpass Apple in U.S. Mobile Payments (2017)Pymnts.com: What Walmart Pay Knows that Apple Pay Doesn’t (2017)

Download the Walmart app:
App Store
Google Play Store</description>
		
	</item>
		
		
	<item>
		<title>VA: Personalized Home Screen (mobile app)</title>
				
		<link>https://hollytcollier.cargo.site/VA-Personalized-Home-Screen-mobile-app</link>

		<pubDate>Wed, 08 Jan 2025 21:53:21 +0000</pubDate>

		<dc:creator>Holly Collier &#124; Portfolio &#124; 2025</dc:creator>

		<guid isPermaLink="true">https://hollytcollier.cargo.site/VA-Personalized-Home-Screen-mobile-app</guid>

		<description>U.S. Department of Veterans Affairs: VA mobile app personalized home screenSurfacing personalized, actionable content to support Veterans and&#38;nbsp;boost retention
 &#38;nbsp;
The VA Health &#38;amp; Benefits mobile app connects over 2 million Veterans (including those with sight and hearing impairments) to essential benefits and services from VA. The app’s personalized home screen combines content that is variable, fixed, personalized and evergreen to deliver an experience that surfaces value to Veterans and supports understanding of the app’s capabilities, regardless of how much or what a Veteran’s interactions are with VA.

&#60;img width="250" height="512" width_o="250" height_o="512" data-src="https://freight.cargo.site/t/original/i/274afcc422ba303ec717ce7aaf5fc5f83802182e4021212426cdbe293abce2b6/VAHB-in-SE-2.png" data-mid="224408525" border="0" alt="VA Mobile app - Personalized home screen MVP" data-caption="VA Mobile app - Personalized home screen MVP" src="https://freight.cargo.site/w/250/i/274afcc422ba303ec717ce7aaf5fc5f83802182e4021212426cdbe293abce2b6/VAHB-in-SE-2.png" /&#62;
PROBLEM:
	Launched in 2021, the app quickly gained high praise with an average rating of 4.8/5 in the App and Play Store. However, by 2023, usage data revealed a retention issue. Some Veterans weren’t finding enough value in the app to return after their first use. While the original VA mobile app home screen displayed personal information and provided access to all parts of the app, it wasn’t tailored to individual Veterans’ needs. Veterans weren’t being proactively informed about critical actions they needed to take, and many didn’t fully understand the app's capabilities.&#38;nbsp;
 
The main issues included:
Lack of Proactive Notifications: Veterans weren’t being informed in a timely way about critical actions they needed to take.&#38;nbsp;Limited Understanding: Many Veterans had inaccurate expectations about what the app could offer.Lack of Overview: Veterans struggled to get a quick overview of ongoing tasks or interactions with VA, such as appointments or claims.&#38;nbsp;Limited Support for Life Transitions: The app didn’t address the unique circumstances of Veterans going through major life events like moving or getting married, leaving them unsure of what VA services they could access.
To address these issues, the team’s goal was to personalize the home screen to deliver tailored content and improve retention by surfacing more value for each Veteran based on their individual needs and status with VA.

	
&#60;img width="720" height="1520" width_o="720" height_o="1520" data-src="https://freight.cargo.site/t/original/i/4c4f71ab43768aff4649f41221989f46aab94d0f43dea907f6b124a19aacec15/home.png" data-mid="224446114" border="0" data-scale="92" src="https://freight.cargo.site/w/720/i/4c4f71ab43768aff4649f41221989f46aab94d0f43dea907f6b124a19aacec15/home.png" /&#62;
VA mobile app, July 2023

	MY ROLE:UX Strategy, Interaction Design, User Research
As UX Lead, I was responsible for defining the UX strategy, interaction design, and user research. I led the effort to bring personalization to the home screen of the app, working closely with product managers, engineers, and visual designers.
 My primary responsibilities included:Defining the UX Strategy: I collaborated with product to define a northstar
 for a personalization approach in the VA mobile app as well as the approach for integrating personalization into the app’s home screen, including what content to prioritize and how to present it.
Leading User Research: I conducted both discovery research and qualitative research to better understand Veterans' needs and test our design hypothesis.Designing the Product Architecture: I worked with product and engineering to define the functional requirements for the MVP and created wireframes for the product’s architecture, uniting health and benefits 
feature data as a holistic system and fleshing out home screen’s appearance logic.Collaboration: I coordinated closely with cross-functional teams to ensure the new feature met both user and business goals, while adhering to the technical constraints of the app.
	IMPACT:The personalized home screen launched in July 2024 with measurable success.
 
Key impacts included:Improved Retention: User retention increased by 6%, a key success metric for the project.Positive Feedback: Veteran users praised the new design for being easier to navigate and more informative.Increased Engagement: Prescription refill rates increased by 62%, and unread message read rates rose by 5%, indicating that Veterans were engaging more actively with their app content.Streamlined App Usage: Claims and appointment page views dropped by 4% and 2%, respectively, showing that the personalized content on the home screen was reducing unnecessary navigation and helping users quickly find what they needed.


Our client issued us a challenge: Bring “personalization” to the VA mobile app in order to address the app’s retention problem.
PROCESS:To bring personalization to the home screen in a way that balanced user needs, business goals, and technical contraints, our team followed a structured, iterative design process that involved research, strategy definition, and continuous refinement of our approach.

Discovery &#38;amp; Strategy&#38;nbsp;
To ensure our solution met the needs of Veterans, I began with a desk research phase to identify gaps in the app's current user experience and to understand unmet needs within the Veteran community. This research helped us define what "personalization" meant in the context of the VA app and how it could improve the experience for Veterans—our “north star” for personalization.&#38;nbsp;

We decided that our north star goals should be to:


Provide a persistent snapshot of status and interactions: Veterans should easily see their current status with the VA, including any critical tasks.
Proactively notify Veterans of important actions: We wanted to surface tasks and updates without requiring Veterans to search for them.
Tailor content to individual needs: Content should adapt to the specific circumstances and needs of each Veteran.
&#60;img width="3758" height="1592" width_o="3758" height_o="1592" data-src="https://freight.cargo.site/t/original/i/5a20091c3bf9c9b0743f6da47e3a1b08b0ee4ea4eecde70fda9f3261f52e9f16/personalization-comparative-analysis.png" data-mid="228121033" border="0"  src="https://freight.cargo.site/w/1000/i/5a20091c3bf9c9b0743f6da47e3a1b08b0ee4ea4eecde70fda9f3261f52e9f16/personalization-comparative-analysis.png" /&#62;Artifact from comparative analysis exploring apps with similar data needs and task types.I also conducted a competitive analysis of apps with similar data needs and task types to understand personalization best practices and patterns across industries (travel, health, banking, insurance).


Defining the HypothesisAfter gathering these insights, I worked with my product partner to form a hypothesis:
Personalizing the app’s home screen will help Veterans keep up with and manage their interactions across VA and find value in the app that they aren’t discovering now.

We would know we were right if we saw:
Improved user comprehension of the app’s capabilities.Increased perceived value of the VA mobile app.Higher user retention rates.Feature engagement numbers that suit that feature’s desired usage behavior:- An increase in engagement with features that display frequent changes/actions to take—like Prescriptions and Messages. 
- A decrease in engagement with features that don’t change often (and whose data is enough to satisfy user need)—like Claims and Appointments.
Design &#38;amp; Development&#38;nbsp;Functional requirements, exploration &#38;amp; initial wireframes
I led the design process, collaborating with engineering to create functional requirements for the personalized home. We used data from research, best practices, and cross-functional workshops to define what content to surface.&#38;nbsp;


&#60;img width="2048" height="1129" width_o="2048" height_o="1129" data-src="https://freight.cargo.site/t/original/i/4a97f6ea8e1fa5ebe3fef755f36ae1d97b043bd54cea15bb65aed656d17b25f3/hsp-data-workshop.png" data-mid="224446044" border="0"  src="https://freight.cargo.site/w/1000/i/4a97f6ea8e1fa5ebe3fef755f36ae1d97b043bd54cea15bb65aed656d17b25f3/hsp-data-workshop.png" /&#62;
&#60;img width="1600" height="709" width_o="1600" height_o="709" data-src="https://freight.cargo.site/t/original/i/1f42f894ed73b4a7f037b184f7658adb8f021fb77a260d9032e9c9e6c3e798e3/hsp-process.png" data-mid="224446047" border="0"  src="https://freight.cargo.site/w/1000/i/1f42f894ed73b4a7f037b184f7658adb8f021fb77a260d9032e9c9e6c3e798e3/hsp-process.png" /&#62;

 Artifact from cross-functional Impact v Effort Exercise;&#38;nbsp;Plan created to guide the work of our cross-functional team through the design &#38;amp; delivery process.

Next, we explored design concepts for how all of this personalized data would come together as a cohesive system on the home screen. Using the functional requirements and success criteria we defined based on user and business goals, and technical constraints, I evaluated and narrowed the concepts to a few finalists.&#38;nbsp;I iterated on those concepts in wireframe form to strengthen and explore how they would behave in a range of contexts. Finally, I conducted a feasibility review with engineering to select the final design for implementation.


Our vision for the personalized homescreen MVP

&#60;img width="2048" height="820" width_o="2048" height_o="820" data-src="https://freight.cargo.site/t/original/i/d17ced92f3dc6eeb51e8ab8f3e48324ce1e0dfacd09660fe25c894ea169bf5e9/hsp-wireframe.png" data-mid="224446202" border="0"  src="https://freight.cargo.site/w/1000/i/d17ced92f3dc6eeb51e8ab8f3e48324ce1e0dfacd09660fe25c894ea169bf5e9/hsp-wireframe.png" /&#62;
&#60;img width="1550" height="896" width_o="1550" height_o="896" data-src="https://freight.cargo.site/t/original/i/a8047c0e994997e2bbdd26f721559f12436449f071e341059533aba243c2f166/hsp-module-anatomy.png" data-mid="224446046" border="0"  src="https://freight.cargo.site/w/1000/i/a8047c0e994997e2bbdd26f721559f12436449f071e341059533aba243c2f166/hsp-module-anatomy.png" /&#62;
&#60;img width="1600" height="920" width_o="1600" height_o="920" data-src="https://freight.cargo.site/t/original/i/552b1a9aaec3ff84948cf86cb8b1ac8060d8b794a4273759173855ee10c18e89/hsp-zones.png" data-mid="224446050" border="0"  src="https://freight.cargo.site/w/1000/i/552b1a9aaec3ff84948cf86cb8b1ac8060d8b794a4273759173855ee10c18e89/hsp-zones.png" /&#62;
&#60;img width="11307" height="7156" width_o="11307" height_o="7156" data-src="https://freight.cargo.site/t/original/i/20651fe1cd98447180dc95b3271e7a4b812c81faa2a834828422dc5749097c00/Personalized-Home-Screen---MVP-appearance-logic_2025-01-09_18-55-49.png" data-mid="224455540" border="0" data-scale="64" src="https://freight.cargo.site/w/1000/i/20651fe1cd98447180dc95b3271e7a4b812c81faa2a834828422dc5749097c00/Personalized-Home-Screen---MVP-appearance-logic_2025-01-09_18-55-49.png" /&#62;
Wireframes for the personalized home screen MVP, module anatomy description, home screen zone definitions, and a table describing the module appearance logic. 

I created wireframes documenting a high-level design for the personalized home screen that would surface the most impactful available data together as a cohesive system ​(despite inconsistencies in attributes between data types!) while leaving room for future expansion, and ensuring that it still performed in lower internet connectivity situations as well as with screen readers. I also defined zones to govern future content additions &#38;amp; include a mix of data types—making sure that Veterans saw valuable, personalized content regardless of how much they had going on with VA.&#38;nbsp;

Simplifying scope before the releasePrior to release, the client gave us a late-breaking challenge to further reduce our scope, and we revised the wireframes an additional time to further simplify the design. We streamlined the home screen’s structure (while maintaining important “mile-markers” for screen readers) and simplified the data appearing on category screens, reducing development and QA testing time.

&#60;img width="1600" height="1133" width_o="1600" height_o="1133" data-src="https://freight.cargo.site/t/original/i/e59972241eb91d1120d41c88a0a7ca66779e6f362d768bc0da5f19a9e7d750a0/personalized-home-screen-wires.png" data-mid="224446052" border="0" data-scale="77" src="https://freight.cargo.site/w/1000/i/e59972241eb91d1120d41c88a0a7ca66779e6f362d768bc0da5f19a9e7d750a0/personalized-home-screen-wires.png" /&#62;
&#60;img width="2048" height="1830" width_o="2048" height_o="1830" data-src="https://freight.cargo.site/t/original/i/9c297d66afc3d6dbec005be631fa484eef11172ac1d6d5aa232383cbcce8c70c/hsp-appearance-logic.png" data-mid="224446201" border="0"  src="https://freight.cargo.site/w/1000/i/9c297d66afc3d6dbec005be631fa484eef11172ac1d6d5aa232383cbcce8c70c/hsp-appearance-logic.png" /&#62;
Wireframes depicting the simplified personalized home screen approach and appearance logic, including loading and error states.


Bringing the MVP to life
Next, I collaborated with a visual designer partner to finalize the look and feel of the personalized home screen. We ensured that the design adhered to the VA’s established visual design system and improved accessibility through better color contrast and clearer layout. Meanwhile, I created documentation describing the home screen purpose, content zones, and functions.
&#60;img width="2048" height="1322" width_o="2048" height_o="1322" data-src="https://freight.cargo.site/t/original/i/acd7b78ca183bb4bd2f508ee395663ae3b379c379604370862141d5e46dfd0bf/hsp-visual-design.png" data-mid="224446049" border="0"  src="https://freight.cargo.site/w/1000/i/acd7b78ca183bb4bd2f508ee395663ae3b379c379604370862141d5e46dfd0bf/hsp-visual-design.png" /&#62;High fidelity visual design comps depicting light &#38;amp; dark mode.


Evaluative research
As part of the iterative design process, I conducted evaluative research to test the effectiveness of the personalized home screen at achieving our two qualitative success measures: comprehension &#38;amp; perceived value. We gathered feedback from a diverse group of Veterans, including both current users and non-users of the app, as well as with users of screen readers. Participants installed a pre-release production app on their own devices and signed into using their VA credentials, allowing them to see and engage with their personalized information.


&#60;img width="3044" height="1856" width_o="3044" height_o="1856" data-src="https://freight.cargo.site/t/original/i/9064665a89f45ec5f324ca3e0a83c6403c4bff8cf0d615de00c5f5ea2531a534/Screenshot-2025-01-09-at-12.34.32PM.png" data-mid="224455032" border="0"  src="https://freight.cargo.site/w/1000/i/9064665a89f45ec5f324ca3e0a83c6403c4bff8cf0d615de00c5f5ea2531a534/Screenshot-2025-01-09-at-12.34.32PM.png" /&#62;
&#60;img width="3054" height="1764" width_o="3054" height_o="1764" data-src="https://freight.cargo.site/t/original/i/4b5537c1e08705d09b9999c9bdab912b0126b9c44f9bba405ca3918f1cd26ea4/Screenshot-2025-01-09-at-12.33.34PM.png" data-mid="224455031" border="0"  src="https://freight.cargo.site/w/1000/i/4b5537c1e08705d09b9999c9bdab912b0126b9c44f9bba405ca3918f1cd26ea4/Screenshot-2025-01-09-at-12.33.34PM.png" /&#62;
&#60;img width="2048" height="1789" width_o="2048" height_o="1789" data-src="https://freight.cargo.site/t/original/i/d0a8c8d43ebefbfc4c414445fb778038f3aa01656c3d5e7095de0808464bf09f/hsp-research-protocol.png" data-mid="224446048" border="0"  src="https://freight.cargo.site/w/1000/i/d0a8c8d43ebefbfc4c414445fb778038f3aa01656c3d5e7095de0808464bf09f/hsp-research-protocol.png" /&#62;
Study protocol, note-taking &#38;amp; synthesis artifacts

The research revealed that while users had a better understanding of the app's features and found the personalized content more useful (and usable), there was limited improvement in how Veterans perceived the overall value of the app compared to prior research. Given that the concept had passed both of our qualitative success measures, the team decided that the personalized home screen was ready for production.


	&#60;img width="1268" height="788" width_o="1268" height_o="788" data-src="https://freight.cargo.site/t/original/i/8c41667f0c78c0402060c3593221aeeec58dbf9cf682665b2883302190a19741/personalized-home-screen.png" data-mid="224446053" border="0" data-scale="80" src="https://freight.cargo.site/w/1000/i/8c41667f0c78c0402060c3593221aeeec58dbf9cf682665b2883302190a19741/personalized-home-screen.png" /&#62;

RESULT:The launch of the personalized home screen in July 2024 yielded positive results:
App retention improved by 6%, indicating that the personalized approach successfully encouraged users to engage with the app more frequently.
Additional metrics showed improved task completion rates:
- Prescription refill rates rose by 62%.- The message read rate increased by 5%.
- Claims page views decreased by 4% and appointment page views by 2%, suggesting a more efficient user experience.Veteran feedback in App and Play Store reviews was overwhelmingly positive, with users appreciating the new layout and ease of use. Some noted the improved navigation and clarity of the information presented:

“Much easier than calling every time I need information. I really love the new layout and the GUI is super easy to use. I’m hoping they can integrate video conferencing into it soon!”

“The new release is great. All important info on the home screen.”
View the full project documentation on VA github (public)

Agency: Ad Hoc LLC

Awards:
Samuel J. Heyman Service to America Medal &#124; Finalist – VA Health &#38;amp; Benefits Mobile App (Program Award) (2024)FedScoop 50 Award &#124; Nomination – Innovation of the Year: VA Health &#38;amp; Benefits Mobile App (Program Award) (2023)

VA Mobile App in the news:Leading by Example: Creating Exceptional Digital Experiences at VA (April 2024)2 million Downloads: VA Health and Benefits Mobile App (March 2024)Empowering Veterans with Low Vision and Blindness (Feb 2024)The 
White House &#124; FACT SHEET: Putting the Public First: Improving Customer
 Experience and Service Delivery for the American People (Dec 2021)

Download the VA: Health &#38;amp; Benefits mobile app:
iOS App Store
Google Play Store</description>
		
	</item>
		
		
	<item>
		<title>Firefox: Web Payments (browser feature)</title>
				
		<link>https://hollytcollier.cargo.site/Firefox-Web-Payments-browser-feature</link>

		<pubDate>Mon, 10 Feb 2025 17:20:46 +0000</pubDate>

		<dc:creator>Holly Collier &#124; Portfolio &#124; 2025</dc:creator>

		<guid isPermaLink="true">https://hollytcollier.cargo.site/Firefox-Web-Payments-browser-feature</guid>

		<description>Firefox: Web paymentsExperimenting to determine product/market fit using a human-centered product development framework
Mozilla Firefox is a free, open-source web browser that runs on many operating systems (including desktop and mobile).&#38;nbsp;The Firefox web payments project&#38;nbsp;(2020) was an experiment aimed at determining how best to simplify ecommerce transactions for Firefox users while also increasing desktop and mobile browser long term retention.

&#60;img width="1110" height="820" width_o="1110" height_o="820" data-src="https://freight.cargo.site/t/original/i/7d04bb1d6bfabbdd864d205234bcff9152e0d03f185426d46193b7d43e152c84/nightly_webpayments-thumb.png" data-mid="226434530" border="0" data-scale="66" alt="Firefox: Web payments experiment" data-caption="Firefox: Web payments experiment" src="https://freight.cargo.site/w/1000/i/7d04bb1d6bfabbdd864d205234bcff9152e0d03f185426d46193b7d43e152c84/nightly_webpayments-thumb.png" /&#62;

PROBLEM:The Firefox Web Payments team had a vision to simplify ecommerce transactions for Firefox users with better protection against fraud. They wanted to create an in-browser solution that worked across devices, supported various payment methods, and would work with any online merchant or billing website. However, the team was at a crossroads. While they had competing technical ideas for achieving this (namely by implementing technology that would allow users to transact without sharing credit card information), and even some early UI mockups, they lacked a product brief that connected the idea to Firefox user needs and attitudes and to Firefox business goals. There was also no clear framework for making decisions regarding the product’s scope or roadmap.

	MY ROLE:UX Strategy, Interaction Design, User ResearchDuring the early weeks of the pandemic in spring of 2020, I was brought in as design and research lead to help the Firefox Web Payments team define an MVP that was in line with business and user goals and experiment to answer critical business questions quickly before investing further. 
My responsibilities included conducting discovery research, contributing to product strategy, facilitating alignment exercises, and designing the minimal product UI&#38;nbsp; required to run research and answer those key questions.
	IMPACT:The strategy exercises and product brief work I facilitated, combined with the research findings from the research I conducted to answer the team’s key business questions contributed to the team’s decision not to proceed with a more robust in-browser payments solution.&#38;nbsp;This saved significant engineering resources and costs.

Table stakes credit card autofill functionality launched in&#38;nbsp; Firefox desktop browsers shortly after the study, and was followed by iOS and Android mobile browsers—addressing the user need for a viable backup option for online payment across the ecosystem in a cost-effective way.


PROCESS:
Discovery
I began by conducting discovery research to better understand the web payments landscape and Firefox users’ attitudes. I reviewed the proposed technical solutions (SRC and DPAN), analyzed competitive payment solutions, and revisited prior research from the Firefox team to understand user attitudes toward web payments. Additionally, I gathered insights on how payments were handled across Firefox products (Windows, Apple desktop browsers, and mobile devices), revealing that supporting web payments and card management was more complex than the team had initially realized.


&#60;img width="1600" height="1127" width_o="1600" height_o="1127" data-src="https://freight.cargo.site/t/original/i/f2f55341d51851a8f22ce97c93b9589c4d445f799b58d9ebac32a258c07d4b3d/Firefox-cc-roundup.png" data-mid="226360082" border="0"  src="https://freight.cargo.site/w/1000/i/f2f55341d51851a8f22ce97c93b9589c4d445f799b58d9ebac32a258c07d4b3d/Firefox-cc-roundup.png" /&#62;
&#60;img width="1950" height="2192" width_o="1950" height_o="2192" data-src="https://freight.cargo.site/t/original/i/646fd0ed6e897dc0a5fa4d252429659d7dd19c579a5b8b047c6456f52a595efd/Web-Payments---Current-State-of-Firefox-Browsers.png" data-mid="226360225" border="0"  src="https://freight.cargo.site/w/1000/i/646fd0ed6e897dc0a5fa4d252429659d7dd19c579a5b8b047c6456f52a595efd/Web-Payments---Current-State-of-Firefox-Browsers.png" /&#62;
Collecting screenshots depicting payment-related mechanisms across Firefox browser products &#38;amp; mapping existing browser functionality.

Using these findings as a starting point, I introduced and guided the cross-functional team through a human-centered product development framework. This approach helped the cross-functional team articulate a clear product vision and adopt an iterative approach to planning the product roadmap, starting with research questions and hypotheses, then designing and delivering "just&#38;nbsp; enough" to answer those questions.
Product strategy &#38;amp; aligning around an MVPI collaborated with my product partner to contribute user insights to the product brief, helping define the risks, project success metrics, and key assumptions needed for the web payments feature to succeed in the Firefox browser.

&#60;img width="1634" height="1980" width_o="1634" height_o="1980" data-src="https://freight.cargo.site/t/original/i/822e64609047e5f9364b01bec058f7f41f5c92f3fb5975424de45684ff803130/Web-Payments---Design-Strategy---Business--Assumptions.png" data-mid="226480827" border="0"  src="https://freight.cargo.site/w/1000/i/822e64609047e5f9364b01bec058f7f41f5c92f3fb5975424de45684ff803130/Web-Payments---Design-Strategy---Business--Assumptions.png" /&#62;
&#60;img width="1634" height="1980" width_o="1634" height_o="1980" data-src="https://freight.cargo.site/t/original/i/7e64614702538ab6c42c4943d6b5ded6f3b39df9eae709cb04541d728a699b2b/Web-Payments---Design-Strategy---User-Assumptions.png" data-mid="226480829" border="0"  src="https://freight.cargo.site/w/1000/i/7e64614702538ab6c42c4943d6b5ded6f3b39df9eae709cb04541d728a699b2b/Web-Payments---Design-Strategy---User-Assumptions.png" /&#62;

Design strategy worksheet: Identifying user &#38;amp; business assumptions to articulate a problem definition.


We identified the riskiest assumption: whether Firefox users were willing to save their credit card information in the browser and trust Firefox with their financial data.

To guide the team in selecting the most valuable and feasible technical approaches, I facilitated two 2x2 exercises—one for impact vs. effort and another for business vs. user value. The result was the identification of a basic "table stakes" credit card autofill feature, which was seen as the simplest path forward.

&#60;img width="1600" height="998" width_o="1600" height_o="998" data-src="https://freight.cargo.site/t/original/i/289eae5bb0cfa8904d0d873a0847f74e3cebb78ef55289f1f8c63b52b7c8bbd9/Web-payments---impact-v-effort.png" data-mid="226360194" border="0" data-scale="83" src="https://freight.cargo.site/w/1000/i/289eae5bb0cfa8904d0d873a0847f74e3cebb78ef55289f1f8c63b52b7c8bbd9/Web-payments---impact-v-effort.png" /&#62;
&#60;img width="1600" height="1048" width_o="1600" height_o="1048" data-src="https://freight.cargo.site/t/original/i/3c49b4183b1f3c3b5f86a432be38d3d988b5284fa0169a6d311c315fc62f0e7e/Web-payments---impact-v-effort-zoom.png" data-mid="226360193" border="0" data-scale="71" src="https://freight.cargo.site/w/1000/i/3c49b4183b1f3c3b5f86a432be38d3d988b5284fa0169a6d311c315fc62f0e7e/Web-payments---impact-v-effort-zoom.png" /&#62;
Facilitating team alignment exercises to identify an MVP approach.
Identifying an experiment &#38;amp; designing just enough to support it
Once the product vision became clearer, I helped the team prioritize research questions, form a hypothesis, and define the key decisions we needed to make. Based on this, we decided to conduct a combined concept/usability test.

To minimize time and effort, we decided to base the test on the credit card autofill feature, which was already available in the browser behind a feature flag. With the exception of some issues with the address portion, Firefox’s autofill functionality was mostly in working condition.&#38;nbsp;This allowed us to quickly test the concept without needing substantial design and engineering resources. I partnered with a data scientist to design a mixed-method experiment. I would handle the qualitative side, while my partner focused on the quantitative survey.


&#60;img width="1634" height="1980" width_o="1634" height_o="1980" data-src="https://freight.cargo.site/t/original/i/7e7333f2c8fd0eef2208281ea22f14deb0679e4776faba7fdf59acbe74cef542/web-payments---product-design-iteration-framework2.png" data-mid="226480835" border="0"  src="https://freight.cargo.site/w/1000/i/7e7333f2c8fd0eef2208281ea22f14deb0679e4776faba7fdf59acbe74cef542/web-payments---product-design-iteration-framework2.png" /&#62;
&#60;img width="1634" height="1980" width_o="1634" height_o="1980" data-src="https://freight.cargo.site/t/original/i/ef874e5d8b016993a0586039d1fd219e039f8a216913d4f5b3f9659dfe1ddc87/web-payments---test-definition.png" data-mid="226480652" border="0"  src="https://freight.cargo.site/w/1000/i/ef874e5d8b016993a0586039d1fd219e039f8a216913d4f5b3f9659dfe1ddc87/web-payments---test-definition.png" /&#62;
&#60;img width="1634" height="1980" width_o="1634" height_o="1980" data-src="https://freight.cargo.site/t/original/i/4825a84155533b40e7c681d887eeb11cc97c9cc48c664afa3f6ba157e206d770/web-payments---product-design-iteration-framework.png" data-mid="226480833" border="0"  src="https://freight.cargo.site/w/1000/i/4825a84155533b40e7c681d887eeb11cc97c9cc48c664afa3f6ba157e206d770/web-payments---product-design-iteration-framework.png" /&#62;

Using the Product &#38;amp; Design Iteration Framework to identify a first test; Test definition for the Firefox credit card autofill usability test.
Qualitative Study 
I designed and facilitated a&#38;nbsp;remote, moderated concept test to understand users’ willingness to save credit card data in the Firefox browser during a typical e-commerce transaction. Since credit card autofill already existed, only minimal design changes were needed, so I reviewed the necessary screens and ensured they were ready for the test.
 I recruited current Firefox users and asked them to conduct an e-commerce transaction using a Beta build of the Firefox browser. After completing the transaction, they were prompted to save their credit card information. &#38;nbsp;
&#60;img width="2560" height="1402" width_o="2560" height_o="1402" data-src="https://freight.cargo.site/t/original/i/e0ebf03da3f7b0cad751e143225a4c09d4d82d0888ce6b77b460b9e74ccdf47f/Firefox_creditcardautofill_usertesting.png" data-mid="226360101" border="0" data-scale="74" src="https://freight.cargo.site/w/1000/i/e0ebf03da3f7b0cad751e143225a4c09d4d82d0888ce6b77b460b9e74ccdf47f/Firefox_creditcardautofill_usertesting.png" /&#62;
Facilitating the remote, moderated study.&#38;nbsp;The study showed several key findings:
 Firefox Desktop credit card autofill experience was usable: All of the participants understood the mechanism and its value proposition (and they were able to add a card successfully when specifically prompted to). Nearly all of the other supporting pieces were usable as well.Most
participants explicitly
chose not to save their credit card
in Firefox, and saw credit card autofill as a backup option to their current methods of paying
online.Participants
reported wanting to protect
their financial information online,
and most
did not feel that saving a credit card in
a browser was secure:
P2"I don’t typically save a
credit card in a browser. Personal preference in case my computer is
hacked."


Based on these findings, we decided to enable the autofill feature for all Firefox desktop users, given that it was usable and a small number of users found it valuable.

Quantitative Study&#38;nbsp;
The second part of the research involved a browser-based survey. We used a similar prompt as in the qualitative study, and then those users who declined to save their card information were asked to explain why. The survey results mirrored our qualitative findings: the majority of users were not willing to save payment data in the browser.


RESULT:Because the project’s original business goals were linked to increasing desktop and mobile browser long term retention, the findings from both the qualitative and quantitative studies contributed to the Firefox Web Payments team’s decision not to move forward with developing a more robust in-browser payments solution. This decision to forgo further investment in a feature that did not meet user needs or business goals&#38;nbsp;saved the Firefox team significant engineering resources and costs.Table stakes credit card autofill functionality launched in Firefox desktop browsers shortly after the study, and was followed by iOS and Android mobile browsers—addressing the user need for a viable backup option for online payment across the ecosystem in a cost-effective way.

Download:
Firefox for Desktop
Firefox for Android
Firefox for iOS
</description>
		
	</item>
		
		
	<item>
		<title>VA: Navigation &#38; IA Redesign (mobile app)</title>
				
		<link>https://hollytcollier.cargo.site/VA-Navigation-IA-Redesign-mobile-app</link>

		<pubDate>Thu, 27 Feb 2025 20:03:41 +0000</pubDate>

		<dc:creator>Holly Collier &#124; Portfolio &#124; 2025</dc:creator>

		<guid isPermaLink="true">https://hollytcollier.cargo.site/VA-Navigation-IA-Redesign-mobile-app</guid>

		<description>U.S. Department of Veterans Affairs: VA mobile app navigation redesignImproving wayfinding in the VA Mobile App to better serve Veterans
 &#38;nbsp;
The VA Health &#38;amp; Benefits mobile app serves over 2 million Veterans, including those with disabilities. As the app expanded, its initial information architecture (IA) became inadequate, causing navigation challenges. This case study outlines the redesign of the app’s IA and navigation to ensure scalability, ease of use, and accessibility for all users.


PROBLEM:
	The app’s IA, initially simple and functional at its initial release in 2021, had become cluttered as new features were added. By 2022, inconsistent interaction patterns, unhelpful back button labels, and an unpredictable structure was affecting usability, making it difficult for Veterans to navigate. The VA needed a scalable IA to accommodate future updates without compromising ease of use.

&#60;img width="2866" height="1444" width_o="2866" height_o="1444" data-src="https://freight.cargo.site/t/original/i/8aff3fe41cf1e9a8e3213ab9cc75c72992ca6aca7dc797e0a25d3a30ea7fd313/va-mobile-navigation-issues-2021.png" data-mid="227365330" border="0" data-scale="64" src="https://freight.cargo.site/w/1000/i/8aff3fe41cf1e9a8e3213ab9cc75c72992ca6aca7dc797e0a25d3a30ea7fd313/va-mobile-navigation-issues-2021.png" /&#62;Inconsistent interaction patterns and IA issues in the VA mobile app, 2022.

Our goal with this work was to create a navigation model and information architecture that matched Veteran mental models and that would grow with the app. 
Key objectives included:Scalability without needing frequent IA updatesEasier navigation for users to find contentSpace for personalized features in the future
	&#60;img width="247" height="500" width_o="247" height_o="500" data-src="https://freight.cargo.site/t/original/i/9a19af9e91b0f0123e2189c8c90b9637085f7e8768202a291fd32512ae5f5dbc/va-mobile-app-2021.png" data-mid="227364732" border="0" data-scale="67" src="https://freight.cargo.site/w/247/i/9a19af9e91b0f0123e2189c8c90b9637085f7e8768202a291fd32512ae5f5dbc/va-mobile-app-2021.png" /&#62;VA mobile app, 2022


	MY ROLE:Information Architecture, Interaction Design, User ResearchI led the redesign of the VA mobile app’s IA and navigation.
 My primary responsibilities included:Research: Conducting multiple rounds of card sorting and&#38;nbsp;conducting usability testing.Design: Redesigning the app’s site map, collaborating with the design team to explore concepts and then designing the final navigation model.Implementation: Creating &#38;amp; coordinating the execution of a plan for the delivery of the new navigation across the app in an efficient way. Documenting and evangelizing the navigation changes with the larger mobile team.Stakeholder management: Collaborated closely with VA stakeholders to ensure that the wayfinding words we used worked well with language present in the broader VA.gov ecosystem.
	IMPACT:The redesigned navigation and IA resulted in an intuitive, scalable system that improved accessibility and ease of use.
 
Improved Task Completion: Evaluative research conducted prior to launch showed a 97% success rate in task completion.Consistent Engagement: Post-launch analytics showed that engagement with features held steady.High App Ratings: In the 6 months after launch, App and Play store ratings remained high, averaging 4.7/5 stars. In written app store reviews during this same period, Veterans consistently referred to the app’s navigation as easy and intuitive.Accessibility: Follow-up research focused on blind and low-vision Veterans confirmed that the new navigation design works well with assistive technology, ensuring that the app is inclusive for all users.

 
How might we help to ensure that the&#38;nbsp;VA Health &#38;amp; Benefits mobile app can scale with future features while maintaining simplicity, intuitiveness, and accessibility for all users?
PROCESS:
The IA design &#38;amp; research process for the work unfolded in four phases:Information Architecture: Card sort research &#38;amp; sitemap designNavigation Model: Discovery &#38;amp; design explorationEvaluative research: Navigation model concept testImplementation: High fidelity design and development
&#60;img width="2048" height="1261" width_o="2048" height_o="1261" data-src="https://freight.cargo.site/t/original/i/40bd247ae116138076b7647128c37ff5ac81de3718c7b8c2985e446f11890aa6/va-mobile-navigation-ia-design-research-process.png" data-mid="227365640" border="0" data-scale="73" src="https://freight.cargo.site/w/1000/i/40bd247ae116138076b7647128c37ff5ac81de3718c7b8c2985e446f11890aa6/va-mobile-navigation-ia-design-research-process.png" /&#62;

Information Architecture: Card sort research &#38;amp; sitemap design&#38;nbsp;
We began by understanding how Veterans mentally organize information in the app through two rounds of card-sorting exercises. These insights informed the creation of an updated, scalable IA that would support future features without requiring constant redesign. 

As a result of the IA research work, the VA Mobile app’s high-level IA changed:

&#60;img width="2048" height="751" width_o="2048" height_o="751" data-src="https://freight.cargo.site/t/original/i/f13ad28d5b5902870edb4ec9d149a364fd6630da55faac71932ff885a8122753/va-mobile-app-sitemap.png" data-mid="227364708" border="0"  src="https://freight.cargo.site/w/1000/i/f13ad28d5b5902870edb4ec9d149a364fd6630da55faac71932ff885a8122753/va-mobile-app-sitemap.png" /&#62;
&#60;img width="2250" height="1288" width_o="2250" height_o="1288" data-src="https://freight.cargo.site/t/original/i/3e45de3a30ee1d4b2c2e1f412cddfaeda2dc839dacf32ff07a1d32bab8fb7c41/va-mobile-high-level-navigation.png" data-mid="227364719" border="0"  src="https://freight.cargo.site/w/1000/i/3e45de3a30ee1d4b2c2e1f412cddfaeda2dc839dacf32ff07a1d32bab8fb7c41/va-mobile-high-level-navigation.png" /&#62;
&#60;img width="3286" height="1248" width_o="3286" height_o="1248" data-src="https://freight.cargo.site/t/original/i/25e9060275e4fda2e2abb249597f8a894ccee880d24aec730403488642086662/va-mobile-ia-research.png" data-mid="227364721" border="0"  src="https://freight.cargo.site/w/1000/i/25e9060275e4fda2e2abb249597f8a894ccee880d24aec730403488642086662/va-mobile-ia-research.png" /&#62;
Final mobile app sitemap,&#38;nbsp;high level IA buckets, card sort analysis &#38;amp; IA design artifacts.

Notably, we added a new combined "Payments" category (containing financial data from across VA departments, including payments to the Veteran as well as debts owed to VA) based on the card sort results combined with additional research insights around how Veterans approached and thought about their financial tasks with VA. This Veteran-led change to the app’s IA was a risk, because this category was not present on VA.gov at the time (payment and debt information was spread out across departments on the VA the website rather than consolidated). Because the VA mobile app is one of many digital touchpoints, we proposed and gained support for the new Payment category in the app from our stakeholders on the Content, IA &#38;amp; Accessibility team at VA.

Navigation Model: Discovery &#38;amp; design explorationTo prepare to design a new navigation model to support the updated IA, we conducted a Discovery sprint to get the team familiar with mobile navigation best practices. As a team, we got familiar with the latest mobile navigation patterns from Apple’s HIG and Material Design. We also conducted a comparative analysis of apps with similar data needs from industries like healthcare and banking to identify common patterns.

Next, I facilitated a design studio exercise where the UX team explored various navigation models using wireframes. We audited designs against best practices and success criteria, ultimately choosing a tab-based navigation system that would be consistent across iOS and Android.
 

&#60;img width="2048" height="1576" width_o="2048" height_o="1576" data-src="https://freight.cargo.site/t/original/i/921de6e3eae1106cd9e23bdbaff85703262d968fa8f4f40053fb042ac75e62e4/va-mobile-navigation-model-concept-audit.png" data-mid="227365674" border="0"  src="https://freight.cargo.site/w/1000/i/921de6e3eae1106cd9e23bdbaff85703262d968fa8f4f40053fb042ac75e62e4/va-mobile-navigation-model-concept-audit.png" /&#62;
&#60;img width="3288" height="1364" width_o="3288" height_o="1364" data-src="https://freight.cargo.site/t/original/i/425d82fbf75b176c1663c17f2266f226ce0ecf8b2b71c4e80ba04be96f67270d/va-mobile-navigation-design-exploration-process.png" data-mid="227364718" border="0"  src="https://freight.cargo.site/w/1000/i/425d82fbf75b176c1663c17f2266f226ce0ecf8b2b71c4e80ba04be96f67270d/va-mobile-navigation-design-exploration-process.png" /&#62;
Collaborative navigation model design process artifacts.

In the final tab-based navigation design, key improvements included descriptive back buttons, clearer screen titles, and space for future global features.&#38;nbsp;We also standardized screen types and transitions for improved wayfinding, accessibility, and to enable future teams to build new features quickly and consistently.

&#60;img width="3188" height="1478" width_o="3188" height_o="1478" data-src="https://freight.cargo.site/t/original/i/05887009a4bf01b9bfa8d3e4916833aa0511c3d9456ad2c7765f8fb5ddda154c/va-mobile-navigation-model-overview.png" data-mid="227364716" border="0" data-scale="83" src="https://freight.cargo.site/w/1000/i/05887009a4bf01b9bfa8d3e4916833aa0511c3d9456ad2c7765f8fb5ddda154c/va-mobile-navigation-model-overview.png" /&#62;
&#60;img width="3078" height="1478" width_o="3078" height_o="1478" data-src="https://freight.cargo.site/t/original/i/99a4c9b574c1ebf8fe8a44a9782cdef81814e12df5599bfd379358b0e046b16f/va-mobile-navigation-screen-templates.png" data-mid="227364717" border="0"  src="https://freight.cargo.site/w/1000/i/99a4c9b574c1ebf8fe8a44a9782cdef81814e12df5599bfd379358b0e046b16f/va-mobile-navigation-screen-templates.png" /&#62;

Final tab navigation and screen template design wireframes.


Last,&#38;nbsp;because the VA mobile app is one of many digital touchpoints that Veterans use to manage their benefits, we collaborated closely with stakeholders at VA to ensure that the language we used worked for the app’s tight character counts and with language present in the broader VA.gov ecosystem.

Evaluative research: Navigation model concept testWe tested the updated IA and navigation concept with 13 Veterans to ensure the design worked in practice. Participants were tasked with updating personal information and checking claim statuses using a low-fidelity Figma prototype displayed on their mobile device.

&#60;img width="3148" height="1478" width_o="3148" height_o="1478" data-src="https://freight.cargo.site/t/original/i/e923a9803525d2881a44cbd04b9e543242aae2531a01349f82165b7c329cc649/va-mobile-navigation-user-research.png" data-mid="227364715" border="0"  src="https://freight.cargo.site/w/1000/i/e923a9803525d2881a44cbd04b9e543242aae2531a01349f82165b7c329cc649/va-mobile-navigation-user-research.png" /&#62;
&#60;img width="1096" height="1348" width_o="1096" height_o="1348" data-src="https://freight.cargo.site/t/original/i/59c3e5918af5defee88f4b5da208ab4f4b7347f07ef4729cc2109aee464b64df/va-mobile-prototype.png" data-mid="227364714" border="0" data-scale="43" src="https://freight.cargo.site/w/1000/i/59c3e5918af5defee88f4b5da208ab4f4b7347f07ef4729cc2109aee464b64df/va-mobile-prototype.png" /&#62;
Concept test artifacts.

The results were overwhelmingly positive: 97% of participants successfully completed tasks. Veterans found the navigation model and IA to be intuitive, with clear category labels and a structure that matched their expectations—including the new Payments category. Even users unfamiliar with the app navigated the system with ease.


Implementation:&#38;nbsp;High fidelity design and development Once the IA and navigation structure proved to be successful with Veterans, we moved on to implementation. I worked with a visual designer to create high-fidelity mockups for each screen type defined in the new navigation structure. The engineering team built the mockups of the screen types as reusable templates, and I created a plan to help the engineering team to efficiently implement the template and content changes necessary for each screen across the app—without requiring mockups for every screen. We developed a spreadsheet documenting all of the current screens in the app and then describing how each screen would change (including location in the app’s navigation, title and back button content, high fidelity template used, and screen transition) This saved the team significant time.

&#60;img width="3104" height="1056" width_o="3104" height_o="1056" data-src="https://freight.cargo.site/t/original/i/6f402a260e88d4639852e999798c89436c6b9da8ea80563da879e0da744b4033/va-mobile-navigation-high-fi-design.png" data-mid="227364713" border="0"  src="https://freight.cargo.site/w/1000/i/6f402a260e88d4639852e999798c89436c6b9da8ea80563da879e0da744b4033/va-mobile-navigation-high-fi-design.png" /&#62;
&#60;img width="3040" height="1324" width_o="3040" height_o="1324" data-src="https://freight.cargo.site/t/original/i/a19444fdfba6648e3c894245f6cd3e6864cfc7884cec1fa8282884dcc0dc0847/va-mobile-navigation-implmentation.png" data-mid="227364712" border="0" data-scale="97" src="https://freight.cargo.site/w/1000/i/a19444fdfba6648e3c894245f6cd3e6864cfc7884cec1fa8282884dcc0dc0847/va-mobile-navigation-implmentation.png" /&#62;

Implementation plan artifacts, high fidelity template designs.
Finally, we created documentation for the new IA, navigation model, and each screen type (including transitions) to guide future updates. We held knowledge-sharing sessions with the larger mobile team to ensure that everyone understood the design principles and could apply them consistently.


RESULT:The launch of the redesigned information architecture (IA) and navigation led to significant improvements in usability and user satisfaction. Key outcomes included:
Improved Task Completion: Veterans experienced a 97% success rate in completing tasks during pre-launch usability testing.Consistent Engagement: Post-launch analytics indicated steady traffic to key features, with user interactions holding strong in the six months following the update.High App Ratings: The app maintained an average rating of 4.7 out of 5 stars on both the App Store and Google Play, with Veterans consistently describing the navigation as "easy" and "intuitive" in their reviews.Accessibility: Follow-up research focused on blind and low-vision Veterans confirmed that the new navigation design works well with assistive technology, , ensuring inclusivity for all users.
These improvements to the app’s navigation and information architecture brought the VA Health &#38;amp; Benefits mobile app up to speed with native mobile best practice, prepared the app for future feature additions—including space for a new personalized home screen—and enabled feature teams to add features to the app quickly and consistently.

The success of the new Payments category in the mobile app also laid the groundwork for and led to our stakeholders at VA exploring similar changes to the organization of payments and debt information for the VA.gov website.View the full project documentation on VA github (public)

Agency: Ad Hoc LLC

Awards:
Samuel J. Heyman Service to America Medal &#124; Finalist – VA Health &#38;amp; Benefits Mobile App (Program Award) (2024)FedScoop 50 Award &#124; Nomination – Innovation of the Year: VA Health &#38;amp; Benefits Mobile App (Program Award) (2023)

VA Mobile App in the news:Leading by Example: Creating Exceptional Digital Experiences at VA (April 2024)2 million Downloads: VA Health and Benefits Mobile App (March 2024)Empowering Veterans with Low Vision and Blindness (Feb 2024)The 
White House &#124; FACT SHEET: Putting the Public First: Improving Customer
 Experience and Service Delivery for the American People (Dec 2021)

Download the VA: Health &#38;amp; Benefits mobile app:
iOS App Store
Google Play Store</description>
		
	</item>
		
		
	<item>
		<title>Firefox: Ecosystem cross-pollination (web)</title>
				
		<link>https://hollytcollier.cargo.site/Firefox-Ecosystem-cross-pollination-web</link>

		<pubDate>Mon, 04 Oct 2021 21:03:13 +0000</pubDate>

		<dc:creator>Holly Collier &#124; Portfolio &#124; 2025</dc:creator>

		<guid isPermaLink="true">https://hollytcollier.cargo.site/Firefox-Ecosystem-cross-pollination-web</guid>

		<description>Firefox: Ecosystem cross-pollinationAcquiring new users by connecting the dots between Firefox products
Firefox’s flagship product is a desktop browser, but Firefox also makes an ecosystem of other products and services (mainly webapps) that are related to protecting people's privacy &#38;amp; security on the internet—all connected by a Firefox account. The Firefox Ecosystem Cross-pollination project (2019)&#38;nbsp;was about raising awareness and discovery of those products as an ecosystem, showcasing new brand positioning for Firefox, and providing a consistent way to navigate between the Firefox products and services.

&#60;img width="1230" height="930" width_o="1230" height_o="930" data-src="https://freight.cargo.site/t/original/i/347caaef86ad6d00d57ceb888dff0e1da75cb7cad7ac165135eb4e1bfbd1ee09/bento-hero.png" data-mid="122597212" border="0" alt="Firefox: Ecosystem cross-pollination ('bento')" data-caption="Firefox: Ecosystem cross-pollination ('bento')" src="https://freight.cargo.site/w/1000/i/347caaef86ad6d00d57ceb888dff0e1da75cb7cad7ac165135eb4e1bfbd1ee09/bento-hero.png" /&#62;
PROBLEM: 
Most users of Firefox’s products and services are not  aware that the product/s they use are part of a larger ecosystem ​(and most users also do not have a Firefox account). While the majority of those folks are Firefox browser users, not all of them are, particularly users of Firefox’s webapps—representing an opportunity for new browser and account user acquisition. In addition to this ecosystem awareness problem, each product or service was built independently, without a larger system in mind, so there was no way to move from one product to another (or discover new products), and patterns for handling common interactions varied.

	MY ROLE: 
UX Strategy, Interaction Design, User ResearchAs the Design Lead for the Firefox ecosystem cross-pollination project, I planned the entire (scrappy!) product design process, persuaded our product and engineering partners to update the requirements to reflect strategic and user insights, collaborated with my design partner to ideate and execute on our UI concept, and both influenced and coordinated with product leads on multiple products within the Firefox ecosystem in order to deliver both an MVP experiment and a longer term vision for the project.
	IMPACT:We were able to attribute an increase in downloads of Firefox Desktop browser back to the  cross-pollinating bento menu (tested in the cross-pollination MVP experiment) on Firefox Monitor.


How might we help users understand that Firefox offers an ecosystem of tools that can keep them safe on the internet (each one enhanced by having a Firefox account)?
 
How might we visually unite the Firefox products and services as an ecosystem and help users to discover and to easily navigate between them?

&#60;img width="2616" height="1729" width_o="2616" height_o="1729" data-src="https://freight.cargo.site/t/original/i/9b79da6dfb4bde9c5a0ce4e2a0141a1943df61b2e4890910eda305816676cc55/2019-H2---Firefox-Products---Services-Mobile---Desktop.png" data-mid="120790348" border="0" data-scale="86" alt="Diagram depicting the products &#38;amp; services made by Firefox." data-caption="Diagram depicting the products &#38;amp; services made by Firefox." src="https://freight.cargo.site/w/1000/i/9b79da6dfb4bde9c5a0ce4e2a0141a1943df61b2e4890910eda305816676cc55/2019-H2---Firefox-Products---Services-Mobile---Desktop.png" /&#62;
Map of the Firefox Ecosystem, 2019
PROCESS:
We received a request from leadership to find a way to “cross-pollinate” products within the Firefox  ecosystem—starting with webapps Firefox Monitor (a breach alert and remediation service) and Firefox Send (an encrypted file sharing web service). Monitor and Send were receiving a noticeable amount of traffic from browsers other than Firefox, and we wanted to capitalize on that—turning those users into users of multiple Firefox products.

Exploring the Opportunity Space
After receiving the initial Product Requirements Document, I first mapping out a fast-and-loose plan for our two-person UX team’s product design process and then dove into discovery—mining existing user research for insights to guide us and conducting a quick competitive analysis of other software ecosystems. I also began to map out potential contextual cross-pollination opportunities and then planned and prepared for ideation sessions by framing our problem and hypothesis.


&#60;img width="3264" height="2448" width_o="3264" height_o="2448" data-src="https://freight.cargo.site/t/original/i/6876e24c1e02bf050b6114dd229bd6a49e3dff3d6d62d6f81e07ec642af32297/IMG_51671.jpg" data-mid="120790350" border="0" data-scale="88" src="https://freight.cargo.site/w/1000/i/6876e24c1e02bf050b6114dd229bd6a49e3dff3d6d62d6f81e07ec642af32297/IMG_51671.jpg" /&#62;
&#60;img width="3264" height="2448" width_o="3264" height_o="2448" data-src="https://freight.cargo.site/t/original/i/d12b598547cd6fc553dbcadd0a7bfb067b9d7d17064a9ad64b82954661579ac2/IMG_51691.jpg" data-mid="120790351" border="0" data-scale="97" src="https://freight.cargo.site/w/1000/i/d12b598547cd6fc553dbcadd0a7bfb067b9d7d17064a9ad64b82954661579ac2/IMG_51691.jpg" /&#62;
&#60;img width="2388" height="1668" width_o="2388" height_o="1668" data-src="https://freight.cargo.site/t/original/i/d1d45f025811c048aeffd4b2612502cd0943ce1742f65ed27deeef420995464b/pwalm-round2-11.png" data-mid="120790352" border="0"  src="https://freight.cargo.site/w/1000/i/d1d45f025811c048aeffd4b2612502cd0943ce1742f65ed27deeef420995464b/pwalm-round2-11.png" /&#62;
&#60;img width="3264" height="2448" width_o="3264" height_o="2448" data-src="https://freight.cargo.site/t/original/i/54b9a376d46e81e33a160e08d4eaa101f9c9b7ed5bba1bf010b6beefbfea4df1/x-pollination-bar-011.jpg" data-mid="120790353" border="0"  src="https://freight.cargo.site/w/1000/i/54b9a376d46e81e33a160e08d4eaa101f9c9b7ed5bba1bf010b6beefbfea4df1/x-pollination-bar-011.jpg" /&#62;
&#60;img width="2422" height="1899" width_o="2422" height_o="1899" data-src="https://freight.cargo.site/t/original/i/c4764d89ddcb6969d49f5243195eeb17263fd1f31772a5ceb69a2c07cd3e1305/fx-cross-pollination-process-plan-0723.png" data-mid="120790343" border="0"  src="https://freight.cargo.site/w/1000/i/c4764d89ddcb6969d49f5243195eeb17263fd1f31772a5ceb69a2c07cd3e1305/fx-cross-pollination-process-plan-0723.png" /&#62;

Async design jam sketching &#38;amp; our product design process plan.
After several rounds of async design jams, iteration, and feedback from our cross-functional team, we zeroed in on a winner: a small piece of UI in the form of a 9-box icon we called the ‘bento.’ The cross-pollinating bento menu (containing links to the ecosystem of Firefox products) would appear in the top right corner of our webapps when viewed on desktop &#38;amp; mobile, in Firefox and in other browsers, and its contents would be contextual based on device type.

Cross-Pollination MVP
From here, I fleshed out a larger strategy and put an incremental release plan in motion: I explored both how the bento might expand to other Firefox products and services and what we should promote in each instance, proposing an MVP solution as well as a longer term vision for cross-pollination (and several steps in-between). I used these explorations to successfully influence our product management partners to expand our roadmap beyond the initial request, and helped to set success metrics for the bento MVP.

Using the updated requirements, I created wireframes describing how the bento would appear and behave in multiple browsers, devices, and product contexts, over multiple planned releases. 


&#60;img width="2266" height="1404" width_o="2266" height_o="1404" data-src="https://freight.cargo.site/t/original/i/ba28092402a889a9f543051af1e1a3fd72c162a6d537070db3aab0f1cd62b36c/Screen-Shot-2021-10-04-at-3.12.49-PM.png" data-mid="120790358" border="0" data-scale="89" src="https://freight.cargo.site/w/1000/i/ba28092402a889a9f543051af1e1a3fd72c162a6d537070db3aab0f1cd62b36c/Screen-Shot-2021-10-04-at-3.12.49-PM.png" /&#62;
&#60;img width="2475" height="3118" width_o="2475" height_o="3118" data-src="https://freight.cargo.site/t/original/i/e91bfd44a861b6fa529111fc1db26ab105131e93b3a10d2faaf3fc2927aecac7/70-Release-Cross-pollination-Dandelion-Standarized-Bento---existing-FxA-UI-.png" data-mid="120790354" border="0"  src="https://freight.cargo.site/w/1000/i/e91bfd44a861b6fa529111fc1db26ab105131e93b3a10d2faaf3fc2927aecac7/70-Release-Cross-pollination-Dandelion-Standarized-Bento---existing-FxA-UI-.png" /&#62;
&#60;img width="2761" height="3933" width_o="2761" height_o="3933" data-src="https://freight.cargo.site/t/original/i/abd6acd63595bb7528bbb944e60b82d0a7307cfc6cdd64dc6cd9388a769819cc/71-Release-Cross-pollination-Dandelion-Standarized-Bento---existing-FxA-UI-.png" data-mid="120790355" border="0"  src="https://freight.cargo.site/w/1000/i/abd6acd63595bb7528bbb944e60b82d0a7307cfc6cdd64dc6cd9388a769819cc/71-Release-Cross-pollination-Dandelion-Standarized-Bento---existing-FxA-UI-.png" /&#62;
&#60;img width="2632" height="2264" width_o="2632" height_o="2264" data-src="https://freight.cargo.site/t/original/i/6c1b3b7a7d8e858aa90db5cd4ff9362f56a035dd802172caa1f8ea1296cbb1cf/Screen-Shot-2021-09-30-at-2.18.17-PM.png" data-mid="120790345" border="0"  src="https://freight.cargo.site/w/1000/i/6c1b3b7a7d8e858aa90db5cd4ff9362f56a035dd802172caa1f8ea1296cbb1cf/Screen-Shot-2021-09-30-at-2.18.17-PM.png" /&#62;


Early cross-platform/cross-browser wireframes, spreadsheet mapping out t-shirt sized cross-pollination logic.


&#60;img width="2698" height="1720" width_o="2698" height_o="1720" data-src="https://freight.cargo.site/t/original/i/01664064f30f5808dcd8e3073cdad42dc2cf2e463b4365a28b9f01399c172980/Screen-Shot-2021-09-30-at-2.08.00-PM.png" data-mid="120790344" border="0" data-scale="88" src="https://freight.cargo.site/w/1000/i/01664064f30f5808dcd8e3073cdad42dc2cf2e463b4365a28b9f01399c172980/Screen-Shot-2021-09-30-at-2.08.00-PM.png" /&#62;
&#60;img width="2518" height="1452" width_o="2518" height_o="1452" data-src="https://freight.cargo.site/t/original/i/28017f658089c72bc2376c0f81cdc00c1eea7d530539dd3d45d6642703c8d94c/Screen-Shot-2021-10-04-at-3.48.41-PM.png" data-mid="120790360" border="0"  src="https://freight.cargo.site/w/1000/i/28017f658089c72bc2376c0f81cdc00c1eea7d530539dd3d45d6642703c8d94c/Screen-Shot-2021-10-04-at-3.48.41-PM.png" /&#62;
&#60;img width="1001" height="655" width_o="1001" height_o="655" data-src="https://freight.cargo.site/t/original/i/6ef8dbc791599d86db345a1f7cd837c93777442367ac2fd1e2b11f795b1da23a/list-on-dark-bg.png" data-mid="120790359" border="0"  src="https://freight.cargo.site/w/1000/i/6ef8dbc791599d86db345a1f7cd837c93777442367ac2fd1e2b11f795b1da23a/list-on-dark-bg.png" /&#62;

Final bento designs.Concept Testing
While my design partner brought the wireframes to life and prepared them for handoff to engineering (who implemented the bento as a reusable component), I conducted remote evaluative testing on UserTesting.com (writing the protocol, creating the prototype, administering the test and analyzing the findings), checking that the bento was both discoverable and  understood by participants before being released to the masses. The icon was both discovered and understood by all of our participants, so we moved forward with the MVP, prepared to measure its impact.
 
Like most research done by the Firefox UX team (https://firefoxur.github.io/), the research I conducted is public. Read the full research report: 2019 Firefox Cross-pollination Dandelion for Webapps - Bento Menu (Desktop) - Concept Test Research (Public)


&#60;img width="4184" height="2518" width_o="4184" height_o="2518" data-src="https://freight.cargo.site/t/original/i/4fb0f3031676c7ed4728ccd7d36b68e002b8d1945aa2c380a4030b8f3d25afdc/Screen-Shot-2021-10-04-at-2.56.43-PM.png" data-mid="120790356" border="0"  src="https://freight.cargo.site/w/1000/i/4fb0f3031676c7ed4728ccd7d36b68e002b8d1945aa2c380a4030b8f3d25afdc/Screen-Shot-2021-10-04-at-2.56.43-PM.png" /&#62;
&#60;img width="1440" height="871" width_o="1440" height_o="871" data-src="https://freight.cargo.site/t/original/i/7edc5c618774eca838e82391e9519756e5f45e45777da7f52e90915cee435832/Send---download-complete-bento-open.jpg" data-mid="120790357" border="0"  src="https://freight.cargo.site/w/1000/i/7edc5c618774eca838e82391e9519756e5f45e45777da7f52e90915cee435832/Send---download-complete-bento-open.jpg" /&#62;

Concept test prototype, protocol &#38;amp; findings presentation. 

RESULT:
As a result of the Cross-pollination MVP experiment, we found that the bento menu was opened by 6.8% of non-Firefox Monitor users each day, but more importantly, we were able to attribute an increase in downloads of Firefox Desktop browser back to the bento menu on Monitor. The positive signal from the MVP experiment also led to the decision to put] the bento menu on additional products we had previously recommended (including Firefox account settings, Firefox Private Relay, and the now defunct Firefox Send).
 
The success of the bento MVP also led to future cross-pollination work (expanding to Pocket, Mozilla.org) and to a green light for a second phase of the project: standardizing common global actions across the product ecosystem ​(getting help, knowing whether they’re signed in, accessing Firefox account settings to update their password, etc).


The Future: ‘Glocal’ NavigationThe next phase of the project (called ‘glocal’ navigation because it systematized global and local elements) involved creating a standardized information architecture and appearance for the global UI component set displayed in the top right corner of the Firefox webapps. In addition to  the ‘bento’ menu, the set included  the Firefox account avatar menu— containing global items like help, account settings, and sign in/out). For this phase, I began by auditing all the avatar menus in use across the Firefox ecosystem, mapping out the inconsistencies in the form of high level sitemaps and then using this artifact to inform and recommend a high level IA for handling global elements moving forward.  
&#60;img width="5000" height="3050" width_o="5000" height_o="3050" data-src="https://freight.cargo.site/t/original/i/0af56bbd26e75c946d0097059e293dd11f8f3cb6bb60143c0a666143f97645ff/Avatar-menu-roundup---Jan-2020_o.jpg" data-mid="120790347" border="0"  src="https://freight.cargo.site/w/1000/i/0af56bbd26e75c946d0097059e293dd11f8f3cb6bb60143c0a666143f97645ff/Avatar-menu-roundup---Jan-2020_o.jpg" /&#62;Detail of the Firefox ecosystem avatar menu roundup.


After some sketching, I created detailed wireframes describing the various states for the account avatar menu and worked with my design partner as he brought the wireframes to life. We shopped the design around, collaborating with the Firefox accounts, Support, and Marketing design teams to get both input and alignment on the requirements &#38;amp; final spec for the UI component set (and to influence their workstreams). I also coordinated with various Firefox product teams where glocal navigation would eventually appear to ensure consistency in implementation. 


&#60;img width="1080" height="800" width_o="1080" height_o="800" data-src="https://freight.cargo.site/t/original/i/a16713cb38de5f4e1a3fdecbdf3c0d7fe08fa24353da5625cc60e858947d7321/1A.png" data-mid="120790362" border="0" data-scale="90" src="https://freight.cargo.site/w/1000/i/a16713cb38de5f4e1a3fdecbdf3c0d7fe08fa24353da5625cc60e858947d7321/1A.png" /&#62;
&#60;img width="1080" height="800" width_o="1080" height_o="800" data-src="https://freight.cargo.site/t/original/i/ee300ee865c8e5c100dabdcdab9de4c20baa1af8126e1b19068e7eec83d96bf7/1E.png" data-mid="120790363" border="0"  src="https://freight.cargo.site/w/1000/i/ee300ee865c8e5c100dabdcdab9de4c20baa1af8126e1b19068e7eec83d96bf7/1E.png" /&#62;
&#60;img width="1080" height="800" width_o="1080" height_o="800" data-src="https://freight.cargo.site/t/original/i/fe2fd2377c76cc6b4360fd54a4b3c30bd7c4279417f81611675271bdc60dcbf7/1F.png" data-mid="120790364" border="0"  src="https://freight.cargo.site/w/1000/i/fe2fd2377c76cc6b4360fd54a4b3c30bd7c4279417f81611675271bdc60dcbf7/1F.png" /&#62;
&#60;img width="2300" height="3763" width_o="2300" height_o="3763" data-src="https://freight.cargo.site/t/original/i/c128c61f2222d9cc056f9f623a18042497e84829779c35e399ef9a15ce925f07/--Release-GLOCAL-Cross-pollination-Dandelion-Standarized-Get-Help---Bento---FxA-UI-.png" data-mid="120790361" border="0"  src="https://freight.cargo.site/w/1000/i/c128c61f2222d9cc056f9f623a18042497e84829779c35e399ef9a15ce925f07/--Release-GLOCAL-Cross-pollination-Dandelion-Standarized-Get-Help---Bento---FxA-UI-.png" /&#62;

‘Glocal’ navigation set appearing on Firefox Monitor.


RESULT:
While business priorities changed before we were able to implement the entire plan, the full ‘glocal’ UI set eventually appeared on Firefox Monitor, Firefox account settings, Firefox Private Relay, Firefox Send, and Firefox Better Web.


&#60;img width="3000" height="2000" width_o="3000" height_o="2000" data-src="https://freight.cargo.site/t/original/i/409590c93feedebbbfac28375b61b6303a901f0387cc19d25e065840c4fecc56/20190129-BerlinAllHands-Wednesday-254.jpg" data-mid="120790365" border="0" data-scale="73" src="https://freight.cargo.site/w/1000/i/409590c93feedebbbfac28375b61b6303a901f0387cc19d25e065840c4fecc56/20190129-BerlinAllHands-Wednesday-254.jpg" /&#62;

Download:
Firefox for Desktop
Firefox for Android
Firefox for iOS
Mozilla’s family of products</description>
		
	</item>
		
		
	<item>
		<title>Walmart: Store Assistant (mobile app)</title>
				
		<link>https://hollytcollier.cargo.site/Walmart-Store-Assistant-mobile-app</link>

		<pubDate>Fri, 01 Jun 2018 04:01:20 +0000</pubDate>

		<dc:creator>Holly Collier &#124; Portfolio &#124; 2025</dc:creator>

		<guid isPermaLink="true">https://hollytcollier.cargo.site/Walmart-Store-Assistant-mobile-app</guid>

		<description>Walmart: Store Assistant (in-store mode)
Boosting in-store engagement by using customer context to deliver personalized value
Launched in February 2018, Walmart’s Store Assistant transforms the Walmart app’s home screen when inside a Walmart store, creating a personalized, all-in-one guide to the customer’s shopping trip.&#38;nbsp;It surfaces key features like store search, maps, Walmart Pay, lists, and UPC scanning to help customers save time and money.
&#60;img width="2400" height="2117" width_o="2400" height_o="2117" data-src="https://freight.cargo.site/t/original/i/1879df8a6443ccd306ee8f126b7d7680f2d4277041703a9ad280ccae8606399a/SA_two-phones.png" data-mid="120790366" border="0" data-scale="81" alt="Walmart: Store Assistant (in-store mode)" data-caption="Walmart: Store Assistant (in-store mode)" src="https://freight.cargo.site/w/1000/i/1879df8a6443ccd306ee8f126b7d7680f2d4277041703a9ad280ccae8606399a/SA_two-phones.png" /&#62;


PROBLEM: 
Despite offering various in-store tools designed to assist customers—such as store search, weekly ads, and Walmart Pay—analytics revealed low in-store engagement with the Walmart app: Of the 500,000 daily active users opening the app in-store, few were utilizing these tools. With a large marketing campaign tied to the 2018 Winter Olympics, we had just a few months to rethink the home screen in order to better surface tools to help customers save time and money (and ultimately drive behavior change).


	MY ROLE:&#38;nbsp;UX Strategy, Interaction Design, User Research
At different points in the project, I worked as both a design-team-of-one and a Design Lead of a UX team. I collaborated with product managers, engineers, and designers to define the product strategy, develop an intuitive user interface, and create a modular design system ​(along with governance for that system). I was also responsible for conducting Lean UX research, including prototyping and testing. When the project UX team was at its largest, I managed the UX team's process and workflow—leading a small team consisting of a user researcher, several visual designers, a motion designer, and a content strategist. 


	IMPACT:&#38;nbsp;The Walmart app’s in-store tools saw a 4x increase in engagement as a result of the launch of Store Assistant.

Our In-store Rollbacks concept (the result of a behavior change experiment) launched to chain in 2020, and continues to give Walmart app users the ability to search and find Rollbacks in their store.


How might we quickly re-imagine the Walmart app’s in-store home screen to increase engagement with in-store tools?

PROCESS:

Defining the Problem and Initial ConceptsStarting as a UX team of one (assigned to a fully staffed team of engineers!), I needed to quickly find a way to move forward and rally the team. I worked with a Product Manager to define our problem statement and hypotheses and then led the cross-functional team through early design thinking exercises.&#38;nbsp; Together, we developed several high-level concepts that surfaced the most popular in-store tools on the app’s home screen when inside the store geo-fence: one that “took over” the existing home screen content by embedding key features at the top, and a second that covered the app’s homescreen and tab bar with a “garage door” style interface—each featuring a live barcode scanner. I iterated through high level wireframes and then adjusted based on my team’s feedback—ultimately, we chose the more conservative version (embedded features) for testing because we felt more confident users would understand it, and it would be faster to build.
 
Lean UX &#38;amp; ResearchNext, I conducted Lean UX-style research to evaluate our design hypotheses. Using lo-fi prototypes and remote testing,&#38;nbsp;we found users understood how the embedded features worked and how to access other parts of the app. 
 Despite initial success, our product leadership pivoted to the “garage door” model, which we later found caused usability issues, requiring a last-minute return to the validated design.

&#60;img width="3816" height="1832" width_o="3816" height_o="1832" data-src="https://freight.cargo.site/t/original/i/23443074f40faa2c507d0a40dfc760598806cae70ffec836d1ebc7fe7c587643/Screen-Shot-2021-10-25-at-3.08.10-PM.png" data-mid="122639668" border="0"  src="https://freight.cargo.site/w/1000/i/23443074f40faa2c507d0a40dfc760598806cae70ffec836d1ebc7fe7c587643/Screen-Shot-2021-10-25-at-3.08.10-PM.png" /&#62;Early Store Mode wireframe concepts and test plan.


Designing the MVP
We developed the MVP based on the validated architecture. In addition to core tools like store search and Walmart Pay, we integrated features from other teams, like store maps and Scan &#38;amp; Go. To do this, I organized a collaborative process between the Store Assistant team and feature teams to ensure a consistency as a design system. I also worked with our content strategist to develop a value proposition to guide content creation and future product decisions.
At the same time, I began developing long term vision &#38;amp; strategy by co-facilitating “Northstar” brainstorm sessions with existing  in-store app feature Design Leads &#38;amp; Product Managers, identifying pain points and opportunities that Store Mode could solve in the future. 


&#60;img width="5000" height="3252" width_o="5000" height_o="3252" data-src="https://freight.cargo.site/t/original/i/199f48cab87e567d611db7a0ecf00ae75e002ae2f3c7110cfd1814b7822fd5bd/Walmart-Store-Mode-android-pilot_o.png" data-mid="120790370" border="0"  src="https://freight.cargo.site/w/1000/i/199f48cab87e567d611db7a0ecf00ae75e002ae2f3c7110cfd1814b7822fd5bd/Walmart-Store-Mode-android-pilot_o.png" /&#62;
&#60;img width="5000" height="3252" width_o="5000" height_o="3252" data-src="https://freight.cargo.site/t/original/i/1ca3fe811beb108a90362302e331f8990a4b84260e2de8773cd3c3d12aaee6fd/Walmart-Store-Mode-ios-pilot_o.png" data-mid="120790373" border="0"  src="https://freight.cargo.site/w/1000/i/1ca3fe811beb108a90362302e331f8990a4b84260e2de8773cd3c3d12aaee6fd/Walmart-Store-Mode-ios-pilot_o.png" /&#62;
&#60;img width="5000" height="3252" width_o="5000" height_o="3252" data-src="https://freight.cargo.site/t/original/i/f9622a6cd298b7b9f09aee718e172f5cb052455186d2c3b00cf407e099d2552f/Walmart-Store-Mode-scanner-pilot_o.png" data-mid="120790374" border="0"  src="https://freight.cargo.site/w/1000/i/f9622a6cd298b7b9f09aee718e172f5cb052455186d2c3b00cf407e099d2552f/Walmart-Store-Mode-scanner-pilot_o.png" /&#62;
&#60;img width="5000" height="3252" width_o="5000" height_o="3252" data-src="https://freight.cargo.site/t/original/i/3d581b62c529d8585dbac2c126d1a421311b80875a2e75b9bb77a27e5aa44495/Walmart-Store-Mode-annotations-1_o.png" data-mid="120790371" border="0"  src="https://freight.cargo.site/w/1000/i/3d581b62c529d8585dbac2c126d1a421311b80875a2e75b9bb77a27e5aa44495/Walmart-Store-Mode-annotations-1_o.png" /&#62;
&#60;img width="5000" height="3252" width_o="5000" height_o="3252" data-src="https://freight.cargo.site/t/original/i/0b2da864e1ca1cc48996fbe9f328502cd2767bdde243c0f034a074f226de925c/Walmart-Store-Mode-annotations-2_o.png" data-mid="120790372" border="0"  src="https://freight.cargo.site/w/1000/i/0b2da864e1ca1cc48996fbe9f328502cd2767bdde243c0f034a074f226de925c/Walmart-Store-Mode-annotations-2_o.png" /&#62;
Store Mode MVP cross-platform wireframes, including scanner transition explanation, display logic diagram, and detailed specifications.


&#60;img width="5000" height="3305" width_o="5000" height_o="3305" data-src="https://freight.cargo.site/t/original/i/135e1c38bddb662d292e08e3a387af80b54b9df7becebe72a599f3ddf5330aff/store-mode-feature-team-war-room_o.png" data-mid="120790367" border="0"  src="https://freight.cargo.site/w/1000/i/135e1c38bddb662d292e08e3a387af80b54b9df7becebe72a599f3ddf5330aff/store-mode-feature-team-war-room_o.png" /&#62;
&#60;img width="2420" height="1552" width_o="2420" height_o="1552" data-src="https://freight.cargo.site/t/original/i/a7c76e7b10d7f1aa515bce9d9593d530cc47bba590aa493da77f4929116dc97f/Walmart-Homescreen-Module-Types.png" data-mid="120790375" border="0"  src="https://freight.cargo.site/w/1000/i/a7c76e7b10d7f1aa515bce9d9593d530cc47bba590aa493da77f4929116dc97f/Walmart-Homescreen-Module-Types.png" /&#62;
&#60;img width="5000" height="3252" width_o="5000" height_o="3252" data-src="https://freight.cargo.site/t/original/i/f2a0459ced4a75cc467536fd378d63d09eb5c6e05ec8fa4921f754acb3b03df4/activity-portal_o.png" data-mid="120790376" border="0"  src="https://freight.cargo.site/w/1000/i/f2a0459ced4a75cc467536fd378d63d09eb5c6e05ec8fa4921f754acb3b03df4/activity-portal_o.png" /&#62;
Distributed team collaboration: Mural war room, wireframes for modules, annotated wireframe for Store Assistant homescreen.

Testing and IterationWith the MVP in development, we ran usability tests in Walmart stores with real customers. The pilot revealed that users struggled with the “garage door” interaction, so we pivoted back to the simpler, more familiar homescreen “take over” design.&#38;nbsp;


&#60;img width="5000" height="3252" width_o="5000" height_o="3252" data-src="https://freight.cargo.site/t/original/i/e2f5dfc9cf789594accd08b422e0ebcebf65a2a63d9ef3871f15a26466ea78a4/Walmart-Store-Mode-on-Home-NY-Wireframe-2A_o.png" data-mid="120790378" border="0"  src="https://freight.cargo.site/w/1000/i/e2f5dfc9cf789594accd08b422e0ebcebf65a2a63d9ef3871f15a26466ea78a4/Walmart-Store-Mode-on-Home-NY-Wireframe-2A_o.png" /&#62;
&#60;img width="5000" height="3252" width_o="5000" height_o="3252" data-src="https://freight.cargo.site/t/original/i/6ccc2e252d2a1eee45b52708262e5eea2e5e08ce20cce888ba9f867b58fe8065/Walmart-Store-Mode-on-Home-NY-Wireframe-2B_o.png" data-mid="120790379" border="0"  src="https://freight.cargo.site/w/1000/i/6ccc2e252d2a1eee45b52708262e5eea2e5e08ce20cce888ba9f867b58fe8065/Walmart-Store-Mode-on-Home-NY-Wireframe-2B_o.png" /&#62;
&#60;img width="5000" height="3252" width_o="5000" height_o="3252" data-src="https://freight.cargo.site/t/original/i/0df97716290c3d767d1d3e2eb9f0b17d3ef1d8eb0a30711240507c223632431d/Walmart-Store-Mode-on-Home-NY-Wireframe-2C_o.png" data-mid="120790380" border="0"  src="https://freight.cargo.site/w/1000/i/0df97716290c3d767d1d3e2eb9f0b17d3ef1d8eb0a30711240507c223632431d/Walmart-Store-Mode-on-Home-NY-Wireframe-2C_o.png" /&#62;
Store Assistant MVP: Scope and annotated wireframe excerpt.
The Store Assistant MVP launched just in time to be featured in the Walmart marketing campaign that ran during the February 2018 Winter Olympics. The new "homescreen takeover” architecture model was quickly validated as successful, and early metrics showed an increase in engagement with all the tools.&#60;img width="2370" height="1046" width_o="2370" height_o="1046" data-src="https://freight.cargo.site/t/original/i/c418892c32422d244ef817b745bcadc76335756c59464685f9539ee7a4ef275f/Screen-Shot-2021-10-11-at-3.22.16-PM.png" data-mid="121327060" border="0"  src="https://freight.cargo.site/w/1000/i/c418892c32422d244ef817b745bcadc76335756c59464685f9539ee7a4ef275f/Screen-Shot-2021-10-11-at-3.22.16-PM.png" /&#62;Store Assistant MVP design core elements: modal onboarding transition, homescreen, and scanner.


Store Assistant MVP featured in a TV commercial

Living Design Refresh + ADA Compliance
Immediately after launching our Store Assistant MVP, we shifted gears to update our look and feel to match the multi-channel Walmart ecommerce redesign (branded "Living Design") and bring it up to AA Compliance with ADA guidelines. As my visual designers partners updated the UI, I ensured we balanced the new design language with mobile best practices. I also wrote the ADA documentation for all of Store Assistant's interactions.
&#60;img width="2866" height="1410" width_o="2866" height_o="1410" data-src="https://freight.cargo.site/t/original/i/2cc19e7255222a111115549c618d309bd22b9385fb5345f139fd67c8dff5770a/Screen-Shot-2021-10-11-at-3.53.08-PM.png" data-mid="121329394" border="0"  src="https://freight.cargo.site/w/1000/i/2cc19e7255222a111115549c618d309bd22b9385fb5345f139fd67c8dff5770a/Screen-Shot-2021-10-11-at-3.53.08-PM.png" /&#62;

Store Assistant - Living Design visual update to match website redesign.


INITIAL RESULT: 
Store Assistant’s launch during the Winter Olympics marketing campaign saw a 4x increase in engagement with in-store tools, indicating strong success. Customers appreciated the ease of use, especially for tasks like locating items or paying for purchases.

The Future: Experimenting to Drive Behavior Change (In-Store Rollbacks)Post-launch, our team found that shoppers only used Store Assistant occasionally,mostly for one-off tasks—they didn’t find a reason yet to use it throughout their shopping trip.
I facilitated a Design Studio drawing exercise with the UX + PM team addressing this issue and the team identified In-Store Rollbacks (special deals found only in Walmart stores) as an opportunity to add real value and stickiness to the app. On any given day, there are hundreds (sometimes over a thousand) of items marked down on Rollback in each store, and only a few are advertised in the Weekly Ad. At the time, the only way to discover them was to walk the aisles of the store looking for Rollback flags. In-Store Rollbacks would make these store-specific deals visible in the Walmart app, delivering value immediately without requiring prior prep. This feature would leverage the variable reward of discovering discounts, encouraging repeat usage.


In order to test our Rollbacks hypothesis, I led the cross-functional team through a Lean Product &#38;amp; Design Iteration 
process: conducting research, wireframing, and collaborating with visual designers in preparation for an A/B test. Our team presented the concept to business stakeholders, who greenlit the feature without needing to wait for A/B testing results.


&#60;img width="3294" height="1850" width_o="3294" height_o="1850" data-src="https://freight.cargo.site/t/original/i/540baff71495a1ac9d45d9951bebe7cf478578f4d772ea64c4e85c59167b3f7a/Screen-Shot-2021-10-25-at-3.47.17-PM.png" data-mid="122644302" border="0"  src="https://freight.cargo.site/w/1000/i/540baff71495a1ac9d45d9951bebe7cf478578f4d772ea64c4e85c59167b3f7a/Screen-Shot-2021-10-25-at-3.47.17-PM.png" /&#62;
&#60;img width="3548" height="2312" width_o="3548" height_o="2312" data-src="https://freight.cargo.site/t/original/i/c4e3cc849e8354b7043f0421e3892d910b42e4cfec52cdb9781528d76bfe1f0c/Screen-Shot-2021-10-25-at-3.48.48-PM.png" data-mid="122647646" border="0"  src="https://freight.cargo.site/w/1000/i/c4e3cc849e8354b7043f0421e3892d910b42e4cfec52cdb9781528d76bfe1f0c/Screen-Shot-2021-10-25-at-3.48.48-PM.png" /&#62;
&#60;img width="3758" height="1780" width_o="3758" height_o="1780" data-src="https://freight.cargo.site/t/original/i/1bae5d5497ac4adec0486171c80fc89bb4dc1cffa0075a0fdd61e37b9777f833/Screen-Shot-2021-10-25-at-2.40.19-PM.png" data-mid="122637407" border="0"  src="https://freight.cargo.site/w/1000/i/1bae5d5497ac4adec0486171c80fc89bb4dc1cffa0075a0fdd61e37b9777f833/Screen-Shot-2021-10-25-at-2.40.19-PM.png" /&#62;
&#60;img width="3548" height="2312" width_o="3548" height_o="2312" data-src="https://freight.cargo.site/t/original/i/111651e003e9a077d4a0c64c258b209d75c25f0f5941ec0e55d96ff7c4638c32/Screen-Shot-2021-10-25-at-3.48.22-PM.png" data-mid="122644293" border="0"  src="https://freight.cargo.site/w/1000/i/111651e003e9a077d4a0c64c258b209d75c25f0f5941ec0e55d96ff7c4638c32/Screen-Shot-2021-10-25-at-3.48.22-PM.png" /&#62;
&#60;img width="3076" height="1996" width_o="3076" height_o="1996" data-src="https://freight.cargo.site/t/original/i/6a7865bca6ca6ae73a32665effb19a612b2d37f2c5b161e52254ed2ecc07f43b/Screen-Shot-2021-10-25-at-4.22.29-PM.png" data-mid="122647133" border="0"  src="https://freight.cargo.site/w/1000/i/6a7865bca6ca6ae73a32665effb19a612b2d37f2c5b161e52254ed2ecc07f43b/Screen-Shot-2021-10-25-at-4.22.29-PM.png" /&#62;
&#60;img width="3076" height="1996" width_o="3076" height_o="1996" data-src="https://freight.cargo.site/t/original/i/d8d648f60d0c232df5a755d43f5356b01509bed76787ab9c6f1b92ea0a3f910d/Screen-Shot-2021-10-25-at-4.22.54-PM.png" data-mid="122647206" border="0"  src="https://freight.cargo.site/w/1000/i/d8d648f60d0c232df5a755d43f5356b01509bed76787ab9c6f1b92ea0a3f910d/Screen-Shot-2021-10-25-at-4.22.54-PM.png" /&#62;

Store Mode stickiness experiment: In-store Rollbacks finder (MVP experiment design, the lean Product &#38;amp; Design Iteration process, wireframes describing a phased approach).


RESULT: Walmart invested in building the necessary infrastructure to support In-Store Rollbacks, which launched in 2020. This feature helped users find and save on Rollback deals, further increasing engagement with the app.&#38;nbsp;
Walmart Store Assistant in the news:

Your Shopping Trip Just Got Easier with This New Store Assistant (2018)Bloomberg: Walmart Spruces Up Shopping App With Store Maps, List Features (2018)

Download the Walmart app:
App Store
Google Play Store</description>
		
	</item>
		
		
	<item>
		<title>Walmart: In-Store Returns (mobile app)</title>
				
		<link>https://hollytcollier.cargo.site/Walmart-In-Store-Returns-mobile-app</link>

		<pubDate>Tue, 12 Oct 2021 14:37:36 +0000</pubDate>

		<dc:creator>Holly Collier &#124; Portfolio &#124; 2025</dc:creator>

		<guid isPermaLink="true">https://hollytcollier.cargo.site/Walmart-In-Store-Returns-mobile-app</guid>

		<description>Walmart: In-Store Returns&#38;nbsp;Reducing friction in the store returns process with item-focused innovation
The Walmart app contains a variety of features that help customers with common in-store tasks, like returning an item they’ve purchased. The search by UPC function of the Walmart app allows customers to think about returns in an item-focused way—by scanning the UPC barcode to locate the digital receipt associated with that purchase.
&#60;img width="2179" height="2117" width_o="2179" height_o="2117" data-src="https://freight.cargo.site/t/original/i/b3b58d52f9280e4b51ddfbe8ea4483b298a347222739a98b2c7b2fbe4955cd0b/scan_upc.png" data-mid="121713688" border="0" data-scale="67" alt="Walmart - In-Store Returns: Scanning UPC to find proof of purchase." data-caption="Walmart - In-Store Returns: Scanning UPC to find proof of purchase." src="https://freight.cargo.site/w/1000/i/b3b58d52f9280e4b51ddfbe8ea4483b298a347222739a98b2c7b2fbe4955cd0b/scan_upc.png" /&#62;

PROBLEM:
The Walmart app had been receiving negative app store reviews because customers wanted to be able to search their purchase history for receipts, but couldn’t, making returning an item in-store using a digital receipt extra difficult:


 “Please bring back the search feature! I was trying to do a return and had to go through several receipts to find the item. The search feature for our digital receipts was really convenient before. Please bring it back.”


The Walmart app contains digital receipts for both in-store and online purchases, so in order to locate an item that she wanted to return using her saved receipts, our customer needed to remember how she purchased the item, scroll through the list of online or store receipts, remember when she purchased the item, and then tap into each receipt to look for the item in the list. This was especially daunting because:
 Saved receipts can date back as far as 2012 and some customers have as many as 200 saved receipts.
Store receipts have an average of 7 items per receipt but can have as many as 100—this currently makes finding a previously purchased item on a receipt time-consuming and annoying.
	&#60;img width="222px;" height="222px;" src="https://lh6.googleusercontent.com/lvSzDI8A0kEPJrsy9hi_pnWX-c40GzUelsY_l1eqxJc0Z7CZQmqdeBXaANyp1NkxmcNA2fmgQD4wBbrcKDV-Bd5LXp-faOdVGOWZhCoTdCObcV-lL2dgOEMs-t37_v-A_vDPVpEUfK8=s0" style="width: 177.557px; height: 177.557px;" data-scale="55"&#62;
Saved receipts per customer.
Our hypothesis: Creating an item-focused entry point for beginning the return process will reduce the number of negative App/Play store reviews that mention difficulty finding receipts.


	MY ROLE:Interaction Designer
As the Design Lead for all things receipt-related on our iPhone and Android apps, I acted both as a facilitator guiding the distributed cross-functional team to come up with a feature concept that met the brief, as an individual contributor creating detailed cross-platform wireframes, and as the lead ensuring the feature was delivered as we imagined and designed.&#38;nbsp;
	IMPACT:Walmart app users&#38;nbsp;stopped leaving negative App and Play Store reviews mentioning frustration around finding receipts.
The “UPC scan” approach to searching a combined in-store/online purchase history for items was unique to retail apps at the time, and we were granted a Utility Patent for Scan UPC to Search (US 10417231).


How might we make finding an item to return amongst our customer’s saved receipts simple and even delightful?
PROCESS:We knew we wanted to bring receipt search back to the Walmart app and combine online and store receipts into a single list, but we also wanted to do something magical to improve that finding process, so we decided to use a combination of scenario based design and directed brainstorming to fuel our ideation.&#38;nbsp;
Leveraging Team Knowledge for Ideation
First, because ‘magic’ often involves leveraging specific technical capabilities (and our engineering team was the most informed about the latest mobile tech), I wanted to leverage that expertise in coming up with a delightful solution. I facilitated a directed brainstorm and dot vote session with the distributed cross-functional team, laying groundwork with existing research &#38;amp; defining the problem to solve, then offering the team a prompt:
“What is the magical thing our customer does with the app to locate an item in her saved store receipts?”


&#60;img width="1414" height="857" width_o="1414" height_o="857" data-src="https://freight.cargo.site/t/original/i/243ddace342aed45482299773937f206cd55fbf0cf7a695ef19b097d45042655/individiual-idea-generation.png" data-mid="121416332" border="0"  src="https://freight.cargo.site/w/1000/i/243ddace342aed45482299773937f206cd55fbf0cf7a695ef19b097d45042655/individiual-idea-generation.png" /&#62;
&#60;img width="2054" height="1175" width_o="2054" height_o="1175" data-src="https://freight.cargo.site/t/original/i/e8410aafafb725519947a0bb5ed59769e78b4469a9e05a08554c09f38b730e91/team-postup.png" data-mid="121416654" border="0"  src="https://freight.cargo.site/w/1000/i/e8410aafafb725519947a0bb5ed59769e78b4469a9e05a08554c09f38b730e91/team-postup.png" /&#62;

Facilitating a directed brainstorm in Mural with the cross-functional team.
As a result of the brainstorm, the team identified voice search and scanning a UPC as the most magical &#38;amp; feasible options.
Creating Scenarios to Marry Magic with Customer Needs
 Next, I brainstormed believable customer scenarios with my UX &#38;amp; product partners to connect the magic from the brainstorm to real customer needs. The ideas covered a range of customer contexts, magical moves and end goals (returns, rebuying, and locating an extended warranty for an item). I wrote the scenarios, identified the data &#38;amp; functional needs for each by breaking them down, and then shared the output with engineering and product for feasibility review and prioritization. We identified scanning an item’s UPC in order to find the receipt in the customer’s combined purchase history as our MVP.
&#60;img width="3256" height="1862" width_o="3256" height_o="1862" data-src="https://freight.cargo.site/t/original/i/39fe1a0e95e6cab5b6b14840d641786634619e1f5529b3764f42425ad9021b23/Screen-Shot-2021-10-12-at-12.12.06-PM.png" data-mid="121419007" border="0"  src="https://freight.cargo.site/w/1000/i/39fe1a0e95e6cab5b6b14840d641786634619e1f5529b3764f42425ad9021b23/Screen-Shot-2021-10-12-at-12.12.06-PM.png" /&#62;
&#60;img width="2536" height="1514" width_o="2536" height_o="1514" data-src="https://freight.cargo.site/t/original/i/82fa0a46ce2f14bf5fbd7adf21a658f89afd33fb96fd6b187275290607c39976/Screen-Shot-2021-10-12-at-10.39.27-AM.png" data-mid="121406515" border="0"  src="https://freight.cargo.site/w/1000/i/82fa0a46ce2f14bf5fbd7adf21a658f89afd33fb96fd6b187275290607c39976/Screen-Shot-2021-10-12-at-10.39.27-AM.png" /&#62;
&#60;img width="2564" height="1564" width_o="2564" height_o="1564" data-src="https://freight.cargo.site/t/original/i/d0fb98c4ca9a1cc295c9fa027ce6c11bbfec6f270141ec69562830583fb9552c/Screen-Shot-2021-10-12-at-10.40.08-AM.png" data-mid="121406516" border="0"  src="https://freight.cargo.site/w/1000/i/d0fb98c4ca9a1cc295c9fa027ce6c11bbfec6f270141ec69562830583fb9552c/Screen-Shot-2021-10-12-at-10.40.08-AM.png" /&#62;


Moving from scenarios to functional requirements.

Detailed Design
I created wireframes describing how the UPC search feature would work: The customer would go to her purchase history in the Walmart app and simply scan the barcode on the item she wanted to return. The Walmart app would examine both her in-store and online receipts and return any receipts containing that UPC.

&#60;img width="2360" height="1534" width_o="2360" height_o="1534" data-src="https://freight.cargo.site/t/original/i/7a644a65bb6cbfaea5c0f6f50a09933551a3ac930b2f89044ebc605bfa693b50/Screen-Shot-2021-10-12-at-10.42.28-AM.png" data-mid="121406520" border="0"  src="https://freight.cargo.site/w/1000/i/7a644a65bb6cbfaea5c0f6f50a09933551a3ac930b2f89044ebc605bfa693b50/Screen-Shot-2021-10-12-at-10.42.28-AM.png" /&#62;
&#60;img width="2360" height="1534" width_o="2360" height_o="1534" data-src="https://freight.cargo.site/t/original/i/7c767fe9fd82d41d6323b2da49d2d461a1cd2cffe54f5fd5ab8ff9efdf9be718/Screen-Shot-2021-10-12-at-10.42.55-AM.png" data-mid="121406521" border="0"  src="https://freight.cargo.site/w/1000/i/7c767fe9fd82d41d6323b2da49d2d461a1cd2cffe54f5fd5ab8ff9efdf9be718/Screen-Shot-2021-10-12-at-10.42.55-AM.png" /&#62;
&#60;img width="2186" height="1366" width_o="2186" height_o="1366" data-src="https://freight.cargo.site/t/original/i/36dffcf4e7228fd0b89c6ed2ddd4265fb25a5015e8aed93fec3240360a9d80d9/Screen-Shot-2021-10-12-at-10.41.06-AM.png" data-mid="121406519" border="0"  src="https://freight.cargo.site/w/1000/i/36dffcf4e7228fd0b89c6ed2ddd4265fb25a5015e8aed93fec3240360a9d80d9/Screen-Shot-2021-10-12-at-10.41.06-AM.png" /&#62;

Wireframe excerpt covering core UPC scanning flow, userflow diagram.
To bring the feature over the line, I worked with my visual design partner to bring the concept to life, collaborated with engineering to troubleshoot issues during development and conducted QA to ensure that our feature worked as designed.&#38;nbsp;

&#60;img width="2724" height="1190" width_o="2724" height_o="1190" data-src="https://freight.cargo.site/t/original/i/2567a9a8a36dd521060ec4a57d2c6e8fa94162e9cd2511f701e2d655d3fbac53/Screen-Shot-2021-10-12-at-10.44.11-AM.png" data-mid="121406524" border="0"  src="https://freight.cargo.site/w/1000/i/2567a9a8a36dd521060ec4a57d2c6e8fa94162e9cd2511f701e2d655d3fbac53/Screen-Shot-2021-10-12-at-10.44.11-AM.png" /&#62;
&#60;img width="2642" height="1190" width_o="2642" height_o="1190" data-src="https://freight.cargo.site/t/original/i/2a722bb269aa7b4288c782ecc7503423a27e7ed2e2d9a98e1cd7deb548227f86/Screen-Shot-2021-10-12-at-10.44.02-AM.png" data-mid="121406522" border="0"  src="https://freight.cargo.site/w/1000/i/2a722bb269aa7b4288c782ecc7503423a27e7ed2e2d9a98e1cd7deb548227f86/Screen-Shot-2021-10-12-at-10.44.02-AM.png" /&#62;
Final visual design for UPC scanning flow.
RESULT:We stopped receiving negative App and Play Store reviews mentioning frustration around finding receipts.&#38;nbsp;The “UPC scan” appraoch to searching a combined in-store/online purchase historywas also unique to retail apps at the time, and we were granted a Utility Patent for Scan UPC to Search (US 10417231).Download the Walmart app:
App Store
Google Play Store
</description>
		
	</item>
		
		
	<item>
		<title>Firefox: Account settings IA (website)</title>
				
		<link>https://hollytcollier.cargo.site/Firefox-Account-settings-IA-website</link>

		<pubDate>Wed, 06 Oct 2021 22:03:27 +0000</pubDate>

		<dc:creator>Holly Collier &#124; Portfolio &#124; 2025</dc:creator>

		<guid isPermaLink="true">https://hollytcollier.cargo.site/Firefox-Account-settings-IA-website</guid>

		<description>Firefox Accounts: Settings website IA&#38;nbsp;Collaboratively laying a strong foundation with Lean Research &#38;amp; IAFirefox Accounts (now Mozilla Accounts) is the identity and authentication service used by the Firefox browsers, as well as other products in the Mozilla ecosystem, and the Firefox Account settings website (accounts.firefox.com) is the center of that. It allows Firefox Account holders (regardless of the browser or products they use) to manage their global Firefox Account settings, including but not limited to email, password, and synced devices. 


&#60;img width="1230" height="911" width_o="1230" height_o="911" data-src="https://freight.cargo.site/t/original/i/cebe6f5c6654f96f376907ca97396fb4edce88a97f154868880c4f3ba7c00b8b/Desktop-Window---FxA-new.png" data-mid="121088922" border="0" data-scale="91" src="https://freight.cargo.site/w/1000/i/cebe6f5c6654f96f376907ca97396fb4edce88a97f154868880c4f3ba7c00b8b/Desktop-Window---FxA-new.png" /&#62;
&#60;img width="1230" height="911" width_o="1230" height_o="911" data-src="https://freight.cargo.site/t/original/i/a24082d54200a95445588ce95b8db536a5c5e1f1162c8f0c77c489a44ada503d/Desktop-Window---FxA-old.png" data-mid="121088923" border="0" data-scale="92" src="https://freight.cargo.site/w/1000/i/a24082d54200a95445588ce95b8db536a5c5e1f1162c8f0c77c489a44ada503d/Desktop-Window---FxA-old.png" /&#62;
Firefox Account settings after Lean Research &#38;amp; IA (first image, with left navigation) and before being updated (second image).


PROBLEM:Built at a time when the ecosystem was less complex, the Firefox Account settings website circa 2019&#38;nbsp; had become difficult to use due to an outdated information architecture that was confusing to users and didn’t match the current needs of the increasingly complex ecosystem. Given that a refactoring of the underlying code was planned (and that new subscription services were on the way), we took the opportunity to update the website to make it more extensible and to better match the mental models of our users.


	MY ROLE: User Researcher, Information ArchitectAs a contributor to the UX team charged with rethinking the Firefox Account settings website, I planned and conducted a 3-part IA research study, kept the cross-functional team engaged throughout the research process by facilitating collaborative sessions that fed into the research, drafted the new site taxonomy, and then gave feedback to designers working on the final design.
	IMPACT:In a usability test of the design that was created based on the taxonomy created for the&#38;nbsp;Firefox Account settings website,&#38;nbsp;all participants completed all or nearly all tasks on both desktop and mobile with speed and ease, and described the task completion processes as: “simple,” “easy,” and “straightforward.”

&#38;nbsp;The Firefox Account settings website went live in early 2021, and retains the information architecture recommended by the study.


PROCESS: The design process for the Firefox Account settings redesign began with a competitive analysis to provide us with inspiration (how were other product ecosystems handling their account settings?). At the same time, we wanted to make sure that our new structure matched users’ current mental models, so we kicked off a 3-part IA research study to inform the its design. 
The study had two main goals: 
Understand how our users thought about the current and proposed new Firefox Account settings content 
Improve the structure &#38;amp; usability of the Firefox Account settings website based on user mental modelsIn order to generate findings quickly but also involve &#38;amp; give the cross-functional team a sense of ownership over the input &#38;amp; outputs, I used a Lean Research &#38;amp; Information Architecture process (first used &#38;amp; co-developed with my colleague Jeanne Turner at WalmartLabs):
&#60;img width="6936" height="2306" width_o="6936" height_o="2306" data-src="https://freight.cargo.site/t/original/i/a671f2f6b36be22e64595e95151ca636cfbfbfd018aef86338894060a341d2cb/FxA-Settings-website-IA---Evaluative-UR-Plan.jpg" data-mid="121075303" border="0"  src="https://freight.cargo.site/w/1000/i/a671f2f6b36be22e64595e95151ca636cfbfbfd018aef86338894060a341d2cb/FxA-Settings-website-IA---Evaluative-UR-Plan.jpg" /&#62;
Our high-level design &#38;amp; research process: I owned and led Part II.
Like many others at Mozilla, I view user research as a team sport, so I invited the designers, product managers and content strategists working on Firefox Accounts, Paid Subscriptions and IT to contribute to the protocol and hypotheses for each round of testing (with tests building on the results from the previous test).
 

Open Card Sort:
I began by conducting two rounds of card sorts to see how users thought about the various pieces of current and proposed content within the Firefox Account settings website. I invited the cross-functional team to give feedback on the description text for the open card sort before running the test in OptimalWorkshop.
Firefox Account Settings - Information Architecture User Research - Open Card Sort Results (Public)


&#60;img width="3374" height="2590" width_o="3374" height_o="2590" data-src="https://freight.cargo.site/t/original/i/ce086d5a2cf6baf9d156f69e8e79ee4022630aa7c80df17b3e16181afc95ad5a/Screen-Shot-2021-10-08-at-10.53.06-AM.png" data-mid="121090033" border="0"  src="https://freight.cargo.site/w/1000/i/ce086d5a2cf6baf9d156f69e8e79ee4022630aa7c80df17b3e16181afc95ad5a/Screen-Shot-2021-10-08-at-10.53.06-AM.png" /&#62;
&#60;img width="5047" height="3169" width_o="5047" height_o="3169" data-src="https://freight.cargo.site/t/original/i/720329160006c48f8533b53f0c8d44899257b5d94cb12c57b0e3eefbeafeab51/Exploration_-IA-Buckets-for-Closed-Card-Sort---OPEN-CARD-SORT-OUTPUT.jpg" data-mid="121088924" border="0"  src="https://freight.cargo.site/w/1000/i/720329160006c48f8533b53f0c8d44899257b5d94cb12c57b0e3eefbeafeab51/Exploration_-IA-Buckets-for-Closed-Card-Sort---OPEN-CARD-SORT-OUTPUT.jpg" /&#62;
 Open card sort input &#38;amp; output.
Closed Card Sort:
To prepare for the closed card sort, I worked with a content strategist to create labels for each card and then ran a workshop with members of the design team to design, iterate, and align on a proposed a high-level bucket and naming structure based on the output of the open card sort:&#60;img width="5957" height="2685" width_o="5957" height_o="2685" data-src="https://freight.cargo.site/t/original/i/e9d1a2a6e6ea3661919379593d341d3ab72302badf856448f61cfc15f95629ce/Exploration_-IA-Buckets-for-Closed-Card-Sort_detail.jpg" data-mid="121088925" border="0"  src="https://freight.cargo.site/w/1000/i/e9d1a2a6e6ea3661919379593d341d3ab72302badf856448f61cfc15f95629ce/Exploration_-IA-Buckets-for-Closed-Card-Sort_detail.jpg" /&#62;Design team brainstorm &#38;amp; dot-vote on top-level bucket options for the closed card sort.
Firefox Account Settings - Information Architecture User Research - Closed Card Sort Results (Public)Tree Test + Taxonomy Handoff:
After making adjustments to our high-level buckets and labels based on the closed card sort test findings, I evaluated the usability of the proposed taxonomy with a series of tasks the participants were asked to complete using a tree test.&#38;nbsp;Firefox Account Settings - Information Architecture User Research - Tree Test Results (Public)


&#60;img width="3374" height="2590" width_o="3374" height_o="2590" data-src="https://freight.cargo.site/t/original/i/fd49db1cebfc9df7cc8f93e9dbf11327146105a155bbe14f5e9df4a2d431db2e/Screen-Shot-2021-10-08-at-10.52.48-AM.png" data-mid="121090032" border="0"  src="https://freight.cargo.site/w/1000/i/fd49db1cebfc9df7cc8f93e9dbf11327146105a155bbe14f5e9df4a2d431db2e/Screen-Shot-2021-10-08-at-10.52.48-AM.png" /&#62;
&#60;img width="3374" height="2590" width_o="3374" height_o="2590" data-src="https://freight.cargo.site/t/original/i/bdf3bb64b20d542ab2cedccce9668c6716f825035f47c2b64d44cc70ce2f6bb4/Screen-Shot-2021-10-08-at-10.53.56-AM.png" data-mid="121090035" border="0"  src="https://freight.cargo.site/w/1000/i/bdf3bb64b20d542ab2cedccce9668c6716f825035f47c2b64d44cc70ce2f6bb4/Screen-Shot-2021-10-08-at-10.53.56-AM.png" /&#62;
&#60;img width="2744" height="2354" width_o="2744" height_o="2354" data-src="https://freight.cargo.site/t/original/i/68c6ff1f60a884483b81564af0e2a6903a5f681bbde212f4a9ef6c78d3b96fcf/Screen-Shot-2021-10-08-at-2.05.34-PM.png" data-mid="121097194" border="0"  src="https://freight.cargo.site/w/1000/i/68c6ff1f60a884483b81564af0e2a6903a5f681bbde212f4a9ef6c78d3b96fcf/Screen-Shot-2021-10-08-at-2.05.34-PM.png" /&#62;
&#60;img width="2428" height="1374" width_o="2428" height_o="1374" data-src="https://freight.cargo.site/t/original/i/2f560f7a66a64881d3fcc44b4e0e0960491dd88540c49a3b34e1ebe837e9a1f8/Screen-Shot-2021-10-08-at-2.03.36-PM.png" data-mid="121097193" border="0"  src="https://freight.cargo.site/w/1000/i/2f560f7a66a64881d3fcc44b4e0e0960491dd88540c49a3b34e1ebe837e9a1f8/Screen-Shot-2021-10-08-at-2.03.36-PM.png" /&#62;
Tree test, task list and taxonomy.
After completing the testing, I updated the Firefox Account settings taxonomy based on the test findings and handed off the results to the designers working on updating the UI. During the rest of the UI design process, I provided feedback on the proposed designs and advised on related user research findings for subsequent UX/UI work.
Research findings:

In a usability test of the design that was created based on the taxonomy, all participants completed all or nearly all tasks on both desktop and mobile with speed and ease, and described the task completion processes as: “simple,” “easy,” and “straightforward.”


&#60;img width="1230" height="911" width_o="1230" height_o="911" data-src="https://freight.cargo.site/t/original/i/a24082d54200a95445588ce95b8db536a5c5e1f1162c8f0c77c489a44ada503d/Desktop-Window---FxA-old.png" data-mid="121088923" border="0"  src="https://freight.cargo.site/w/1000/i/a24082d54200a95445588ce95b8db536a5c5e1f1162c8f0c77c489a44ada503d/Desktop-Window---FxA-old.png" /&#62;
&#60;img width="1230" height="2195" width_o="1230" height_o="2195" data-src="https://freight.cargo.site/t/original/i/5b48b255ce1eeb30f27e8dbbfddb98826343dc192854206468fd0856eda17134/Desktop-Window---FxA-long.png" data-mid="122260957" border="0"  src="https://freight.cargo.site/w/1000/i/5b48b255ce1eeb30f27e8dbbfddb98826343dc192854206468fd0856eda17134/Desktop-Window---FxA-long.png" /&#62;
Firefox Account settings before (left) and after (right).IMPACT:The recommended information architecture, for the Firefox Account settings website, based on several rounds of research I conducted, went live in early 2021.
Like most research done by the Firefox UX team (https://firefoxur.github.io/), the research I conducted is public, and you can read my detailed research plan, protocol &#38;amp; findings:
 
2019 FxA Settings User Research Plan (Public)
Firefox Account Settings - Information Architecture User Research - Open Card Sort Results (Public)Firefox Account Settings - Information Architecture User Research - Closed Card Sort Results (Public)Firefox Account Settings - Information Architecture User Research - Tree Test Results (Public)&#38;nbsp;</description>
		
	</item>
		
		
	<item>
		<title>Walmart: Scan &#38; Go (mobile app feature)</title>
				
		<link>https://hollytcollier.cargo.site/Walmart-Scan-Go-mobile-app-feature</link>

		<pubDate>Mon, 11 Oct 2021 21:19:13 +0000</pubDate>

		<dc:creator>Holly Collier &#124; Portfolio &#124; 2025</dc:creator>

		<guid isPermaLink="true">https://hollytcollier.cargo.site/Walmart-Scan-Go-mobile-app-feature</guid>

		<description>Walmart: Scan &#38;amp; Go&#38;nbsp;Improving the customer experience using Service Design
Walmart Scan &#38;amp; Go was an app designed to make shopping at Walmart simpler, faster and more convenient for customers. Instead of going through the lengthy process of scanning
 items at the checkout register, customers could scan each item as they put
 it in their cart and leave the store without going through a traditional checkout process. The omnichannel experience consisted of a mobile app, store signage and store technology systems.

&#60;img width="700" height="525" width_o="700" height_o="525" data-src="https://freight.cargo.site/t/original/i/4119c58ed29b0f8e7603a913d73076671fd0aa2e596402b25564e1e18e872862/scan-go.jpg" data-mid="121331370" border="0" data-scale="73" src="https://freight.cargo.site/w/700/i/4119c58ed29b0f8e7603a913d73076671fd0aa2e596402b25564e1e18e872862/scan-go.jpg" /&#62;
Customer using Scan &#38;amp; Go in the Walmart store.


PROBLEM:The cross-functional Scan &#38;amp; Go team had launched a pilot app in select Walmart stores, but needed help diagnosing pain points &#38;amp; improving the experience before launching it chain-wide. The UX team was new to the project and needed a platform/activity to help identify good starting points where they could have a solid impact on the design and customer experience


	MY ROLE: Service designer
 As the service designer, I facilitated conversations between stakeholders (a large, multidisciplinary group covering tech, business, operations &#38;amp; marketing), interviewed stakeholders to get all the good info out of their heads, facilitated distributed team blueprinting sessions, and connected dots between subject matter experts so that everybody had a shared understanding of the service. I also identified key scenarios, collected touchpoints, and mapped the end-to-end service to help the team identify actionable insights.
	IMPACT:Blueprinting sessions enabled the cross-functional Scan &#38;amp; Go&#38;nbsp; stakeholder team to&#38;nbsp;identify and immediately focus on solving customer painpoints the blueprinting surfaced:

The mobile app UX team made improvements to the app feature that improved its usability.

The marketing team created new cart and store signage encourage shoppers to put items in a bag as they shopped. 

How might we improve the omni-channel Scan &#38;amp; Go customer experience?&#38;nbsp;PROCESS:First, I identified all of the Scan &#38;amp; Go subject matter experts and let them know about the Service Design work we were kicking off. This included our businesss partners in Bentonville, folks working on the Walmart app from Global eCommerce (User Experience, Product Management &#38;amp; Engineering), the Information Systems Division (Checkout Screens, Pinpad, Handheld Device &#38;amp; Audit Device), Global Customer Insights &#38;amp; Analytics, Marketing (in charge of signage, commercials, social media), and Associate Training. 
Preparing to Blueprint
I began understanding the Scan &#38;amp; Go service by doing some research—I interviewed subject matter experts to understand their pieces of the Scan &#38;amp; Go process (and some of the known issues) and mined app store reviews and the Scan &#38;amp; Go feedback email for pain point themes. Next, I helped the core team to identify the customer journeys they wanted to focus on blueprinting and documented three key end-to-end customer journeys.
&#60;img width="3158" height="1514" width_o="3158" height_o="1514" data-src="https://freight.cargo.site/t/original/i/545ceecdebbb65777da20261e7d155dc86b81102b7f7f5f61f84ae0ad44d9831/Screen-Shot-2021-10-11-at-4.17.02-PM.png" data-mid="121332024" border="0"  src="https://freight.cargo.site/w/1000/i/545ceecdebbb65777da20261e7d155dc86b81102b7f7f5f61f84ae0ad44d9831/Screen-Shot-2021-10-11-at-4.17.02-PM.png" /&#62;
Preparing to blueprint Scan &#38;amp; Go&#38;nbsp;using Practical Service Design method.

Once I had documented all the journeys, I collected touchpoint examples (app, marketing materials, store signage, store technology)—key to making it easy to pull insights from the actual blueprinting sessions—and put them into the blueprint Mural illustrating the customer journey (to save time during the future blueprinting sessions).&#38;nbsp;


&#60;img width="3168" height="1514" width_o="3168" height_o="1514" data-src="https://freight.cargo.site/t/original/i/953b34c3b716fb1fab542d729815e3e289432cefc9d050ed03154a4b8fd5ecf3/Screen-Shot-2021-10-11-at-4.16.44-PM.png" data-mid="121332023" border="0"  src="https://freight.cargo.site/w/1000/i/953b34c3b716fb1fab542d729815e3e289432cefc9d050ed03154a4b8fd5ecf3/Screen-Shot-2021-10-11-at-4.16.44-PM.png" /&#62;Scan &#38;amp; Go touchpoint roundup!

Facilitating the Blueprinting SessionsThe Scan &#38;amp; Go team was spread out over 5 states (a combination of distributed and co-located folks), so I used Mural and video meetings to conduct the blueprinting sessions with the distributed team. The sessions took place over several sessions (each user story took several hours to blueprint!)&#38;nbsp;

&#60;img width="3154" height="1522" width_o="3154" height_o="1522" data-src="https://freight.cargo.site/t/original/i/364d46f5edaaabae90e555f1e2a5f23de2d8bf5e20192863ee97bbb44657347b/Screen-Shot-2021-10-11-at-4.16.13-PM.png" data-mid="121332022" border="0"  src="https://freight.cargo.site/w/1000/i/364d46f5edaaabae90e555f1e2a5f23de2d8bf5e20192863ee97bbb44657347b/Screen-Shot-2021-10-11-at-4.16.13-PM.png" /&#62;
&#60;img width="9520" height="6179" width_o="9520" height_o="6179" data-src="https://freight.cargo.site/t/original/i/4d1825fe55e4f0e571c8fbcd5aad95b9fd5ce44d16a26ef7ba4070518205bed2/73fa5a53-a351-4659-b5e3-8cf09c05e52e.png" data-mid="121332035" border="0"  src="https://freight.cargo.site/w/1000/i/4d1825fe55e4f0e571c8fbcd5aad95b9fd5ce44d16a26ef7ba4070518205bed2/73fa5a53-a351-4659-b5e3-8cf09c05e52e.png" /&#62;
&#60;img width="9062" height="6258" width_o="9062" height_o="6258" data-src="https://freight.cargo.site/t/original/i/9e4c20067bdb2b7c709756ab251f65df48901e01c4c9f8638dc47d750fe2bb29/f0b088ce-a8f8-46d2-8d2f-2ae39586b143.png" data-mid="121332040" border="0"  src="https://freight.cargo.site/w/1000/i/9e4c20067bdb2b7c709756ab251f65df48901e01c4c9f8638dc47d750fe2bb29/f0b088ce-a8f8-46d2-8d2f-2ae39586b143.png" /&#62;
Distributed team service design blueprinting using Practical Service Design method. Slide 1: setup &#38;amp; materials; slide 2: completed blueprint; slide 3:actionable insight synthesis.
As I lead team through the blueprinting sessions (filling out the surface to core information), I asked questions to keep people on task &#38;amp; out of “solution” mode and helped the team to identify issues with a variety of things, including confusing/mismatched language between signage &#38;amp; the app, a diagnosis for why Scan &#38;amp; Go didn’t seem to be saving people much time (they weren’t bagging as they went), and some issues with manual entry of produce information.&#38;nbsp;
IMPACT: 

As a result of the blueprinting sessions, the Scan &#38;amp; Go UX stakeholder team, for the first time, had a shared understanding of the entire service (beyond their area of responsibility), and were able to identify and immediately focus on solving customer painpoints the blueprinting surfaced. The UX team recommend some improvements to the app feature to resolve the mismatched language and produce entry issues, as well as to improve awareness around ‘bag as you go’ to speed up the Scan &#38;amp; Go process. New cart and store signage was also created by the marketing team to encourage shoppers to put items in a bag as they shopped.&#38;nbsp;

&#60;img width="2530" height="1026" width_o="2530" height_o="1026" data-src="https://freight.cargo.site/t/original/i/699c73a91892428a171446b24b841bc646fa541e4d749db4102688d5833634f1/Screen-Shot-2021-10-11-at-5.13.57-PM.png" data-mid="121334489" border="0"  src="https://freight.cargo.site/w/1000/i/699c73a91892428a171446b24b841bc646fa541e4d749db4102688d5833634f1/Screen-Shot-2021-10-11-at-5.13.57-PM.png" /&#62;
&#60;img width="2054" height="1026" width_o="2054" height_o="1026" data-src="https://freight.cargo.site/t/original/i/df30a5eb348501cadf80f209592da16c4f42aadc814c3f1bbcff984d8c22ace6/Screen-Shot-2021-10-11-at-5.14.34-PM.png" data-mid="121334491" border="0" data-scale="86" src="https://freight.cargo.site/w/1000/i/df30a5eb348501cadf80f209592da16c4f42aadc814c3f1bbcff984d8c22ace6/Screen-Shot-2021-10-11-at-5.14.34-PM.png" /&#62;
Scan &#38;amp; Go app improvements as a result of service design blueprinting.

RESULT: As a result of the blueprinting sessions, the Scan &#38;amp; Go UX stakeholder team, for the first time, had a shared understanding of the entire service (beyond their area of responsibility), and were able to identify and immediately focus on solving customer pain points the blueprinting surfaced. Based on the exercise findings, the mobile app UX team made improvements to the app feature that improved its usability, and the marketing team created new cart and store signage encourage shoppers to put items in a bag as they shopped.
Scan &#38;amp; Go explainer video


The service design blueprinting method used for this project is Practical Service Design.</description>
		
	</item>
		
	</channel>
</rss>