https://www.spcoon.com/welcome
daily
0.75
2023-09-05
https://www.spcoon.com/welcome/ameritrade
monthly
0.5
2023-08-27
https://images.squarespace-cdn.com/content/v1/64a23d60d04f6c7de6883862/b4eb1443-47b8-47b3-b7e1-48f2317ab88f/amtd-persona.png
Welcome - Client-Centered Design That Led to a Merger - Design Personas & Context Scenarios
We ran numerous research studies to understand the pain points of both client bases, along with qualitative interviews to surface aspirational data that helped us model highly specified archetypes and experience vision framed through context scenarios.
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Welcome - Client-Centered Design That Led to a Merger - Deposits & Withdrawals
https://images.squarespace-cdn.com/content/v1/64a23d60d04f6c7de6883862/1693091279472-PZUEGVLS1XNF15R55PHX/open-orders.jpg
Welcome - Client-Centered Design That Led to a Merger - Open Orders
https://images.squarespace-cdn.com/content/v1/64a23d60d04f6c7de6883862/1693091274345-QHWX3MFDQ2GUGK1VP4Y7/snapticket.jpg
Welcome - Client-Centered Design That Led to a Merger - SnapTicket, Then & Now
https://www.spcoon.com/welcome/fxcm-marketing-site-optimization
monthly
0.5
2023-08-29
https://images.squarespace-cdn.com/content/v1/64a23d60d04f6c7de6883862/9477c8ee-3921-4164-8e3c-b12aa37ed99d/fxcm-old.jpeg
Welcome - Converting Bounces Into Revenue - Original Homepage
On-page SEO was suboptimal and with a cursory review, it was clear that the site needed a simplified palette, intentional organization, and precise content to have a chance at impacting FXCM’s most important metrics.
https://images.squarespace-cdn.com/content/v1/64a23d60d04f6c7de6883862/e46abca4-0285-4e25-83cf-cbe44a8a7924/heuristic-eval.png
Welcome - Converting Bounces Into Revenue - Heuristic Evaluation
Quick. Dependable. Always great fodder on the way towards reaching alignment.
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Welcome - Converting Bounces Into Revenue - Sophisticated FXCM Client
https://images.squarespace-cdn.com/content/v1/64a23d60d04f6c7de6883862/1693263696469-43R77NRK6QL42G9QVWL9/FXCM+Jacob+persona.jpg
Welcome - Converting Bounces Into Revenue - Stock Trader: Prospect
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Welcome - Converting Bounces Into Revenue - Active Forex Trader: Prospect
https://images.squarespace-cdn.com/content/v1/64a23d60d04f6c7de6883862/1693266335773-NG1NZLA7OON7MZP3M80L/FXCM+Henry+persona.jpg
Welcome - Converting Bounces Into Revenue - Deep Pockets: Prospect
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Welcome - Converting Bounces Into Revenue - Persona Hierarchy
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Welcome - Converting Bounces Into Revenue - New Homepage
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Welcome - Converting Bounces Into Revenue - Nav & Onboarding
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Welcome - Converting Bounces Into Revenue - Home Variation
https://images.squarespace-cdn.com/content/v1/64a23d60d04f6c7de6883862/a53aa615-903e-4889-8e7c-a57da5fa7627/fxcm-home-page.jpeg
Welcome - Converting Bounces Into Revenue - New Brand Experience
The work was extremely satisfying. We established a streamlined & modern brand experience for a site with a wealth of content and simplified conversion paths which led to massive increases.
https://www.spcoon.com/welcome/organic-online-eyeweb
monthly
0.5
2023-08-27
https://images.squarespace-cdn.com/content/v1/64a23d60d04f6c7de6883862/2ca445cd-2e8d-4daf-ae0c-6c4fa2ed2933/home.jpg
Welcome - Creating a Retail Brand Experience From Scratch - Home
Fashion forward brand language with clear paths to features.
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Welcome - Creating a Retail Brand Experience From Scratch - Personal Collection
White glove assistance through the interface.
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Welcome - Creating a Retail Brand Experience From Scratch - Frame Detail
Clearly presented, including structured object attributes
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Welcome - Creating a Retail Brand Experience From Scratch - Frame Advisor
Esoteric, visual, and unique, all Eyeweb brand traits.
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Welcome - Creating a Retail Brand Experience From Scratch - In Store Kiosk
Functional purpose and a novel curiosity.
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Welcome - Creating a Retail Brand Experience From Scratch - Online Fitting
The sell is that look in the mirror.
https://www.spcoon.com/welcome/media-matters-for-america
monthly
0.5
2023-08-31
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Welcome - Navigating Misinformation: The Architecture Behind Media Matters for America - Jackson, Political Blogger
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Welcome - Navigating Misinformation: The Architecture Behind Media Matters for America - Jonathan, Journalist
Represented an archetype that the staff knew was using MMfA for research purposes. Upon fleshing out his experiential and career goals, we recognized the opportunity to design a program that could feed topic-specific research content into a journalist’s dashboard.
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Welcome - Navigating Misinformation: The Architecture Behind Media Matters for America - Efrat, Anti-War Activist
https://images.squarespace-cdn.com/content/v1/64a23d60d04f6c7de6883862/bd040b68-b922-459e-836e-7d5414633041/mmfa-persona4.jpg
Welcome - Navigating Misinformation: The Architecture Behind Media Matters for America - Dharia, Staffer
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Welcome - Navigating Misinformation: The Architecture Behind Media Matters for America - Reputable and Improved Readership
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Welcome - Navigating Misinformation: The Architecture Behind Media Matters for America - Developing a Relationship
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Welcome - Navigating Misinformation: The Architecture Behind Media Matters for America - Informative and Active
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Welcome - Navigating Misinformation: The Architecture Behind Media Matters for America - Information Source and Access
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Welcome - Navigating Misinformation: The Architecture Behind Media Matters for America - Homepage Paths
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Welcome - Navigating Misinformation: The Architecture Behind Media Matters for America - Casual Browsing of Topical Interest
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Welcome - Navigating Misinformation: The Architecture Behind Media Matters for America - Taking Action
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Welcome - Navigating Misinformation: The Architecture Behind Media Matters for America - Personas in the UI
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Welcome - Navigating Misinformation: The Architecture Behind Media Matters for America - Homepage Wire
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Welcome - Navigating Misinformation: The Architecture Behind Media Matters for America - Taxonomy & Navigation
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Welcome - Navigating Misinformation: The Architecture Behind Media Matters for America - Site Map w/ Logic
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Welcome - Navigating Misinformation: The Architecture Behind Media Matters for America - Widget Behaviors
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Welcome - Navigating Misinformation: The Architecture Behind Media Matters for America - Launched redesign
The MMfA team loved the results, as did the design community who nominated our work for Best Political site at SXSW ‘06.
https://www.spcoon.com/welcome/tag/Financial+Industry
monthly
0.5
https://www.spcoon.com/welcome/tag/Heuristic+Evaluation
monthly
0.5
https://www.spcoon.com/welcome/tag/E-Commerce
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0.5
https://www.spcoon.com/welcome/tag/Generative+Research
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0.5
https://www.spcoon.com/welcome/tag/Fashion
monthly
0.5
https://www.spcoon.com/welcome/tag/Goal+Directed+Design
monthly
0.5
https://www.spcoon.com/welcome/tag/Media
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0.5
https://www.spcoon.com/welcome/tag/Management
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0.5
https://www.spcoon.com/welcome/tag/UX+Design
monthly
0.5
https://www.spcoon.com/welcome/tag/Content+Strategy
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0.5
https://www.spcoon.com/welcome/tag/Evaluative+Research
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0.5
https://www.spcoon.com/welcome/tag/Design+Agency
monthly
0.5
https://www.spcoon.com/welcome/tag/Retail
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0.5
https://www.spcoon.com/welcome/tag/Information+Architecture
monthly
0.5
https://www.spcoon.com/welcome/tag/B2C
monthly
0.5
https://www.spcoon.com/welcome/tag/Nonprofit
monthly
0.5
https://www.spcoon.com/welcome/tag/Fortune+500
monthly
0.5
https://www.spcoon.com/welcome/tag/Brand+Experience
monthly
0.5
https://www.spcoon.com/welcome/tag/Politics
monthly
0.5
https://www.spcoon.com/welcome/tag/Design+Leadership
monthly
0.5
https://www.spcoon.com/welcome/tag/SEO
monthly
0.5
https://www.spcoon.com/welcome/tag/Communication+Design
monthly
0.5
https://www.spcoon.com/welcome/tag/Design+Strategy
monthly
0.5
https://www.spcoon.com/tripod
daily
0.75
2023-08-24
https://www.spcoon.com/operating-tenets
daily
0.75
2023-10-21
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https://www.spcoon.com/dmp
daily
0.75
2023-08-25
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https://www.spcoon.com/creating-a-retail-brand-experience-from-scratch
daily
0.75
2024-01-16
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Creating a Retail Brand Experience From Scratch - Make it stand out
Fashion forward brand language with clear paths to features.
https://images.squarespace-cdn.com/content/v1/64a23d60d04f6c7de6883862/fcfa8d43-575c-4be9-8014-74f078f063b5/search-results.jpg
Creating a Retail Brand Experience From Scratch - Make it stand out
Personal collection gave white glove assistance throughout the interface.
https://images.squarespace-cdn.com/content/v1/64a23d60d04f6c7de6883862/bcb7c700-2a56-4bef-997f-5d0355c5fdba/product.jpg
Creating a Retail Brand Experience From Scratch - Make it stand out
Frame details are clearly presented, including structured SKU attributes
https://images.squarespace-cdn.com/content/v1/64a23d60d04f6c7de6883862/2a1651c4-6c39-4841-8cbc-23a383d1c830/recommendation.jpg
Creating a Retail Brand Experience From Scratch - Make it stand out
Frame advisor was esoteric, visual, and unique — all Eyeweb brand traits.
https://images.squarespace-cdn.com/content/v1/64a23d60d04f6c7de6883862/9bdcfdf1-fd4a-45b5-9f5e-4b721c410669/fitting.jpg
Creating a Retail Brand Experience From Scratch - Make it stand out
Online fitting in the comfort of your home
https://www.spcoon.com/a-design-strategy-that-converted-front-door-bounces-into-revenue
daily
0.75
2024-02-14
https://images.squarespace-cdn.com/content/v1/64a23d60d04f6c7de6883862/9477c8ee-3921-4164-8e3c-b12aa37ed99d/fxcm-old.jpeg
A Design Strategy That Converted Front Door Bounces Into Revenue - Make it stand out
Existing site - On-page SEO was suboptimal and with a cursory review, it was clear that the entire site needed a simplified palette, intentional organization, and precise content to have a chance at impacting FXCM’s most important metrics.
https://images.squarespace-cdn.com/content/v1/64a23d60d04f6c7de6883862/e46abca4-0285-4e25-83cf-cbe44a8a7924/heuristic-eval.png
A Design Strategy That Converted Front Door Bounces Into Revenue
Heuristic Evaluation - Quick, dependable, and a great tool to help reach alignment on investments.
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A Design Strategy That Converted Front Door Bounces Into Revenue
Design personas - Clear representations of prospect and client expectations outside of using the product
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A Design Strategy That Converted Front Door Bounces Into Revenue
Homepage wireframe with affordance callouts
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A Design Strategy That Converted Front Door Bounces Into Revenue
Persona driven information design
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A Design Strategy That Converted Front Door Bounces Into Revenue
Simplified navigation and onboarding
https://images.squarespace-cdn.com/content/v1/64a23d60d04f6c7de6883862/a53aa615-903e-4889-8e7c-a57da5fa7627/fxcm-home-page.jpeg
A Design Strategy That Converted Front Door Bounces Into Revenue - Make it stand out
The redesigned site at launch
https://www.spcoon.com/client-centered-design-and-the-td-ameritrade-merger
daily
0.75
2024-02-14
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Client-Centered Design and the TD Ameritrade Merger
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Client-Centered Design and the TD Ameritrade Merger - Make it stand out
Fully conditional form submission, circa 2004
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Client-Centered Design and the TD Ameritrade Merger - Make it stand out
My annotated SnapTicket wires
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Client-Centered Design and the TD Ameritrade Merger - Make it stand out
SnapTicket, both then and today
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Client-Centered Design and the TD Ameritrade Merger - Make it stand out
Task flows for collaborating with engineering
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Client-Centered Design and the TD Ameritrade Merger - Make it stand out
Open orders and trade confirmation
https://www.spcoon.com/the-human-centered-approach-behind-media-matters-for-america
daily
0.75
2024-02-14
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The Human-Centered Approach Behind Media Matters for America - Make it stand out
Stake-in-the-ground design personas framed our focus on people
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The Human-Centered Approach Behind Media Matters for America - Make it stand out
Context scenarios envisioned a future where these people found success
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The Human-Centered Approach Behind Media Matters for America - Make it stand out
Whatever it is, the way you tell your story online can make all the difference.
https://images.squarespace-cdn.com/content/v1/64a23d60d04f6c7de6883862/a1f254af-c667-4e08-83ef-2186eb6d7c7f/mmfa-final.jpg
The Human-Centered Approach Behind Media Matters for America - Make it stand out
Whatever it is, the way you tell your story online can make all the difference.
https://www.spcoon.com/about
daily
0.75
2024-04-18
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https://www.spcoon.com/designing-the-future-of-primary-care-with-deep-technology
daily
0.75
2024-07-18
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Designing the Future of Primary Care with Deep Technology
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Designing the Future of Primary Care with Deep Technology
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Designing the Future of Primary Care with Deep Technology
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Designing the Future of Primary Care with Deep Technology
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Designing the Future of Primary Care with Deep Technology
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Designing the Future of Primary Care with Deep Technology
https://images.squarespace-cdn.com/content/v1/64a23d60d04f6c7de6883862/bd47c83b-8361-4204-b0da-a7a277ae2d98/scenery.jpg
Designing the Future of Primary Care with Deep Technology
https://images.squarespace-cdn.com/content/v1/64a23d60d04f6c7de6883862/3473e9b7-d1a1-4d4d-a0c0-7fba989e9554/scale.png
Designing the Future of Primary Care with Deep Technology
https://images.squarespace-cdn.com/content/v1/64a23d60d04f6c7de6883862/c27d3820-792a-43d5-8a6c-4d75ca1672ed/brand-workshop.jpg
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https://www.spcoon.com/a-measured-attempt-to-productize-a-culture-of-servicing-customers
daily
0.75
2025-12-14
https://images.squarespace-cdn.com/content/v1/64a23d60d04f6c7de6883862/09d3769c-4f2a-4d5b-b3aa-3ab22e6dd7df/karat-operating+model.png
A Measured Attempt to Productize a Culture of Servicing Customers - OPERATING MODEL
Designing a Design Practice
https://images.squarespace-cdn.com/content/v1/64a23d60d04f6c7de6883862/a9f11f9e-ea06-4372-b4f3-77fb08e5a2c3/bbm-results.jpg
A Measured Attempt to Productize a Culture of Servicing Customers
Operations: Formative Research
https://images.squarespace-cdn.com/content/v1/64a23d60d04f6c7de6883862/f0f63d53-b11d-4678-900f-ebae4afbae39/design-system.jpg
A Measured Attempt to Productize a Culture of Servicing Customers - Make it stand out
Tech Debt & Design Value
https://images.squarespace-cdn.com/content/v1/64a23d60d04f6c7de6883862/379d7978-1107-42e7-b56c-deaf57998830/karat-designer-leveling.jpg
A Measured Attempt to Productize a Culture of Servicing Customers - LEVELING & SKILLS RUBRIC
Designing a Design Practice
https://images.squarespace-cdn.com/content/v1/64a23d60d04f6c7de6883862/1a8c8db2-5b1e-475c-9156-adf6d878bb55/candidate-experience.jpg
A Measured Attempt to Productize a Culture of Servicing Customers - Make it stand out
Designing the Future
https://images.squarespace-cdn.com/content/v1/64a23d60d04f6c7de6883862/01db1f45-b2de-4e3d-9513-9a0893b25944/Invite-findings.jpg
A Measured Attempt to Productize a Culture of Servicing Customers - Make it stand out
Tech Debt & Design Value
https://images.squarespace-cdn.com/content/v1/64a23d60d04f6c7de6883862/79875b11-75b1-410f-a5fa-ef91924fe722/karat-formative-research.jpg
A Measured Attempt to Productize a Culture of Servicing Customers - DESIGN RESEARCH FRAMEWORK
Operations: Formative Research
https://images.squarespace-cdn.com/content/v1/64a23d60d04f6c7de6883862/31a72efd-fae1-499a-bf17-ed9ff353ad03/client-experience.jpg
A Measured Attempt to Productize a Culture of Servicing Customers - Make it stand out
Designing the Future
https://images.squarespace-cdn.com/content/v1/64a23d60d04f6c7de6883862/37a29c2e-20c6-42fc-9d59-7701034179a4/service-blueprint.jpg
A Measured Attempt to Productize a Culture of Servicing Customers - Make it stand out
Productizing a Service Culture
https://images.squarespace-cdn.com/content/v1/64a23d60d04f6c7de6883862/266c6b59-9c30-40ac-8c44-256a7507789b/bbm-journey.jpg
A Measured Attempt to Productize a Culture of Servicing Customers - Make it stand out
Operations: Formative Research
https://images.squarespace-cdn.com/content/v1/64a23d60d04f6c7de6883862/9a599b84-edc9-4e77-91cc-5dd5b40cc3ff/weconnect.jpg
A Measured Attempt to Productize a Culture of Servicing Customers - Make it stand out
A Lesson in HCD
https://images.squarespace-cdn.com/content/v1/64a23d60d04f6c7de6883862/4dd229bf-f897-4125-8809-d57dc625d144/end-to-end-deck.jpg
A Measured Attempt to Productize a Culture of Servicing Customers - Make it stand out
Productizing a Service Culture
https://images.squarespace-cdn.com/content/v1/64a23d60d04f6c7de6883862/fb8ce6c1-16e1-42a5-bffc-bee85200c9f0/Screenshot+2023-10-04+at+2.51.09+PM.png
A Measured Attempt to Productize a Culture of Servicing Customers - Make it stand out
We had three primary persona classes within the Karat ecosystem that needed serious attention. I proposed this org chart not as a six month goal, but as a vision for how my team would progressively prove our value by answering product questions through research, forming design hypotheses, rapid prototyping to learn from users, and iterating with polish.
https://images.squarespace-cdn.com/content/v1/64a23d60d04f6c7de6883862/1a12d803-72d8-48e4-94dd-b8487a8a0a38/designer-leveling.jpg
A Measured Attempt to Productize a Culture of Servicing Customers - Make it stand out
When building a design function, I believe it’s imperative to publish a rubric that makes clear the expectations for each IC level. This transparency helps with self assessments during onboarding and annual reviews, setting IC development goals, managing promotion expectations, and making clear with PM & ENG what to expect when they work with different team members.
https://images.squarespace-cdn.com/content/v1/64a23d60d04f6c7de6883862/b71471b7-1b71-466d-8071-20789eb33e37/Screenshot+2023-10-04+at+11.57.56+PM.png
A Measured Attempt to Productize a Culture of Servicing Customers - Make it stand out
I operationalize evaluative studies during the formative period of design so that teams develop the muscles (e.g. check-in conversations around risk, well developed user panels, alignment on prototype fidelity & sample size, pre & post-test communication documents, etc.) to make smart investments.
https://images.squarespace-cdn.com/content/v1/64a23d60d04f6c7de6883862/30cc46a2-1f57-4389-a8ae-73afb1a98e62/bbm-results.jpg
A Measured Attempt to Productize a Culture of Servicing Customers - Make it stand out
Participants all succeeded at the overall task of registering, onboarding, and scheduling their first interview. They viewed the redesigned registration/onboarding/scheduling experience and new visual look as largely positive and much improved from the current experience.
https://images.squarespace-cdn.com/content/v1/64a23d60d04f6c7de6883862/3b438c15-e0b9-4401-b86f-53431ad9f5d4/client-experience.png
A Measured Attempt to Productize a Culture of Servicing Customers - Make it stand out
Whatever it is, the way you tell your story online can make all the difference.
https://images.squarespace-cdn.com/content/v1/64a23d60d04f6c7de6883862/1195a7ab-36b1-410a-81da-0c957608d824/candidate-scenario.png
A Measured Attempt to Productize a Culture of Servicing Customers - Make it stand out
Whatever it is, the way you tell your story online can make all the difference.
https://images.squarespace-cdn.com/content/v1/64a23d60d04f6c7de6883862/073989d7-4195-45eb-8305-ef9b0f365029/Screenshot+2023-10-07+at+11.49.19+PM.png
A Measured Attempt to Productize a Culture of Servicing Customers - Make it stand out
Sales represents buyers needs; customer service has a finger on the pulse of user pain points; HCD can go deep to understand the Jobs to be Done across organizations, speaking directly with the people who use our product at work to understand their disparate scenarios.
https://images.squarespace-cdn.com/content/v1/64a23d60d04f6c7de6883862/8cfe621c-700d-4552-a199-1300a2eab24e/design-system.png
A Measured Attempt to Productize a Culture of Servicing Customers - Make it stand out
**Click image to view deck** I worked closely with my designers to frame up the current state of the Karat design system and propose a path forward—full of definitions, real world ROI data, and illustrative examples of efficiencies that could be gained.
https://images.squarespace-cdn.com/content/v1/64a23d60d04f6c7de6883862/e6379bf6-8d28-48e7-b024-b7d416af0fcb/Invite-findings.png
A Measured Attempt to Productize a Culture of Servicing Customers - Make it stand out
**Click image to view deck** Ray and Karina mapped out a comprehensive research plan in less than a week, and gained insights that moved the candidate flow one step closer to a polished, supportive, and useful experience.
https://images.squarespace-cdn.com/content/v1/64a23d60d04f6c7de6883862/11d302c5-b4e3-4994-b2c0-4a866ca15534/Screenshot+2023-10-11+at+5.28.53+PM.png
A Measured Attempt to Productize a Culture of Servicing Customers - Make it stand out
I wanted a service blueprint that outlined all Client <> Karat interactions, both online and off. I wanted to see all front of house and back of house interactions and prep work. I wanted to see all the support processes in play, and the average calendar time each step took with the manual time dedicated to deliver our service. I wanted to get to the bottom of where we were with first principal thinking and build back up to realize scale.
https://images.squarespace-cdn.com/content/v1/64a23d60d04f6c7de6883862/36e4e8a6-e5a8-4179-8f03-c2aba9197029/Screenshot+2023-10-11+at+5.59.27+PM.png
A Measured Attempt to Productize a Culture of Servicing Customers - Make it stand out
A whopping 80% of client interactions were handled offline; it was our most obvious blocker to reaching scale. All other issues of scale were dependencies on making the decision to productize the service.
https://www.spcoon.com/a-measured-attempt-to-productize-a-culture-of-servicing-customers-preview
daily
0.75
2023-10-24
https://www.spcoon.com/karat2
daily
0.75
2023-10-29
https://images.squarespace-cdn.com/content/v1/64a23d60d04f6c7de6883862/fb8ce6c1-16e1-42a5-bffc-bee85200c9f0/Screenshot+2023-10-04+at+2.51.09+PM.png
Karat2 - Make it stand out
We had three primary persona classes within the Karat ecosystem that needed serious attention. I proposed this org chart not as a six month goal, but as a vision for how my team would progressively prove our value by answering product questions through research, forming design hypotheses, rapid prototyping to learn from users, and iterating with polish.
https://images.squarespace-cdn.com/content/v1/64a23d60d04f6c7de6883862/1a12d803-72d8-48e4-94dd-b8487a8a0a38/designer-leveling.jpg
Karat2 - Make it stand out
When building a design function, I believe it’s imperative to publish a rubric that makes clear the expectations for each IC level. This transparency helps with self assessments during onboarding and annual reviews, setting IC development goals, managing promotion expectations, and making clear with PM & ENG what to expect when they work with different team members.
https://images.squarespace-cdn.com/content/v1/64a23d60d04f6c7de6883862/b71471b7-1b71-466d-8071-20789eb33e37/Screenshot+2023-10-04+at+11.57.56+PM.png
Karat2 - Make it stand out
I operationalize evaluative studies during the formative period of design so that teams develop the muscles (e.g. check-in conversations around risk, well developed user panels, alignment on prototype fidelity & sample size, pre & post-test communication documents, etc.) to make smart investments.
https://images.squarespace-cdn.com/content/v1/64a23d60d04f6c7de6883862/30cc46a2-1f57-4389-a8ae-73afb1a98e62/bbm-results.jpg
Karat2 - Make it stand out
Participants all succeeded at the overall task of registering, onboarding, and scheduling their first interview. They viewed the redesigned registration/onboarding/scheduling experience and new visual look as largely positive and much improved from the current experience.
https://images.squarespace-cdn.com/content/v1/64a23d60d04f6c7de6883862/3b438c15-e0b9-4401-b86f-53431ad9f5d4/client-experience.png
Karat2 - Make it stand out
Whatever it is, the way you tell your story online can make all the difference.
https://images.squarespace-cdn.com/content/v1/64a23d60d04f6c7de6883862/1195a7ab-36b1-410a-81da-0c957608d824/candidate-scenario.png
Karat2 - Make it stand out
Whatever it is, the way you tell your story online can make all the difference.
https://images.squarespace-cdn.com/content/v1/64a23d60d04f6c7de6883862/073989d7-4195-45eb-8305-ef9b0f365029/Screenshot+2023-10-07+at+11.49.19+PM.png
Karat2 - Make it stand out
Sales represents buyers needs; customer service has a finger on the pulse of user pain points; HCD can go deep to understand the Jobs to be Done across organizations, speaking directly with the people who use our product at work to understand their disparate scenarios.
https://images.squarespace-cdn.com/content/v1/64a23d60d04f6c7de6883862/8cfe621c-700d-4552-a199-1300a2eab24e/design-system.png
Karat2 - Make it stand out
**Click image to view deck** I worked closely with my designers to frame up the current state of the Karat design system and propose a path forward—full of definitions, real world ROI data, and illustrative examples of efficiencies that could be gained.
https://images.squarespace-cdn.com/content/v1/64a23d60d04f6c7de6883862/e6379bf6-8d28-48e7-b024-b7d416af0fcb/Invite-findings.png
Karat2 - Make it stand out
**Click image to view deck** Ray and Karina mapped out a comprehensive research plan in less than a week, and gained insights that moved the candidate flow one step closer to a polished, supportive, and useful experience.
https://images.squarespace-cdn.com/content/v1/64a23d60d04f6c7de6883862/11d302c5-b4e3-4994-b2c0-4a866ca15534/Screenshot+2023-10-11+at+5.28.53+PM.png
Karat2 - Make it stand out
I wanted a service blueprint that outlined all Client <> Karat interactions, both online and off. I wanted to see all front of house and back of house interactions and prep work. I wanted to see all the support processes in play, and the average calendar time each step took with the manual time dedicated to deliver our service. I wanted to get to the bottom of where we were with first principal thinking and build back up to realize scale.
https://images.squarespace-cdn.com/content/v1/64a23d60d04f6c7de6883862/36e4e8a6-e5a8-4179-8f03-c2aba9197029/Screenshot+2023-10-11+at+5.59.27+PM.png
Karat2 - Make it stand out
A whopping 80% of client interactions were handled offline; it was our most obvious blocker to reaching scale. All other issues of scale were dependencies on making the decision to productize the service.
https://www.spcoon.com/home
daily
1.0
2026-02-12
https://images.squarespace-cdn.com/content/v1/64a23d60d04f6c7de6883862/1694469802802-JU1UVR2J9BALE0KM035C/98point6-bkgd.png
Home
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Home
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Home
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Home
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Home
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Home
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Home
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Home
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Home
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https://images.squarespace-cdn.com/content/v1/64a23d60d04f6c7de6883862/65c9f674-d13f-489d-882f-1c8a61b89d77/Accelerated+Outcomes.png
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https://www.spcoon.com/case-studies-1
daily
0.75
2024-01-07
https://www.spcoon.com/capturing-integrating-nps-insights-into-clinic-management
daily
0.75
2024-03-09
https://images.squarespace-cdn.com/content/v1/64a23d60d04f6c7de6883862/5c76c34d-76fe-47bb-a098-c7de688f0e87/medbridge-go-platform.jpg
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https://images.squarespace-cdn.com/content/v1/64a23d60d04f6c7de6883862/450ebc73-c7eb-4b8a-addd-696ab11ed1fd/down-arrow.png
https://images.squarespace-cdn.com/content/v1/64a23d60d04f6c7de6883862/286bdb78-ea62-42a1-9e99-7dc0990d649f/medbridge-nps-onboarding.jpg
https://images.squarespace-cdn.com/content/v1/64a23d60d04f6c7de6883862/e463ecc1-1af9-4ebb-94d4-6f728855fd01/medbridge-nps-elastic.jpg
https://images.squarespace-cdn.com/content/v1/64a23d60d04f6c7de6883862/e3803de9-552c-4e2c-8f58-f212b2451594/medbridge-nps-research.jpg
https://www.spcoon.com/test-the-work
daily
0.75
2024-02-13
https://images.squarespace-cdn.com/content/v1/64a23d60d04f6c7de6883862/c0f1d75f-0ae0-460c-bbe7-059130fb6038/work-98point6-2000-1020.jpg
test-the-work
98point6 Founded to impact the primary care crisis through the use of deep technology, we designed a bot-led patient experience that uses NLP on chief complaints and patient history. We also designed a clinician console to engage with the patient after receiving an ML-driven differential diagnosis, beginning the long journey towards automated diagnosis & treatment.
https://images.squarespace-cdn.com/content/v1/64a23d60d04f6c7de6883862/cb9e1e3e-5214-4f76-86fd-98d5d2ec5cfc/work-medbridge-2000-1020.jpg
test-the-work
https://images.squarespace-cdn.com/content/v1/64a23d60d04f6c7de6883862/45243666-82ea-45c1-ae2b-236aca94f0c7/work-karat-2000-1125.jpg
test-the-work
https://images.squarespace-cdn.com/content/v1/64a23d60d04f6c7de6883862/f5b7fcbc-2082-4094-844f-9ea1a30df538/work-UW-2000-1020.jpg
test-the-work
https://images.squarespace-cdn.com/content/v1/64a23d60d04f6c7de6883862/1813aa66-fcd6-4c1a-b656-6cf49edceceb/work-ameritrade-2000-1020.jpg
test-the-work
https://images.squarespace-cdn.com/content/v1/64a23d60d04f6c7de6883862/8f24c15c-5865-466a-a473-41b8d62d8345/work-scripps-2000-1020.jpg
test-the-work
https://images.squarespace-cdn.com/content/v1/64a23d60d04f6c7de6883862/fc7e9578-8f00-40e5-ae16-eeab2902d628/work-idb-1600-900.jpg
test-the-work
https://images.squarespace-cdn.com/content/v1/64a23d60d04f6c7de6883862/91d54c97-59b0-4402-a263-22fc8156fff8/work-fxcm-800-450.jpg
test-the-work
https://images.squarespace-cdn.com/content/v1/64a23d60d04f6c7de6883862/90ad77b9-8360-4dff-ac17-208961dcd7a1/work-dmp-2000-1125.jpg
test-the-work
https://images.squarespace-cdn.com/content/v1/64a23d60d04f6c7de6883862/746fdd36-fbde-4a21-9c10-4170abf92d5f/work-mmfa-2000-1125.jpg
test-the-work
https://images.squarespace-cdn.com/content/v1/64a23d60d04f6c7de6883862/9d7cd068-83dd-4326-9400-9069c8cc1b55/work-eyeweb-2000-1020.jpg
test-the-work
https://images.squarespace-cdn.com/content/v1/64a23d60d04f6c7de6883862/8ef93209-1559-4826-a96f-12e429ffc17f/work-dmp-1600-900.jpg
test-the-work
https://www.spcoon.com/the-work
daily
0.75
2024-03-09
https://images.squarespace-cdn.com/content/v1/64a23d60d04f6c7de6883862/c0f1d75f-0ae0-460c-bbe7-059130fb6038/work-98point6-2000-1020.jpg
The Work
98point6 - AI Driven Primary Care platform
https://images.squarespace-cdn.com/content/v1/64a23d60d04f6c7de6883862/cb9e1e3e-5214-4f76-86fd-98d5d2ec5cfc/work-medbridge-2000-1020.jpg
The Work
Medbridge - Helping Clinics Improve Quality
https://images.squarespace-cdn.com/content/v1/64a23d60d04f6c7de6883862/45243666-82ea-45c1-ae2b-236aca94f0c7/work-karat-2000-1125.jpg
The Work
Karat - An Attempt to Reach Scale
https://images.squarespace-cdn.com/content/v1/64a23d60d04f6c7de6883862/f5b7fcbc-2082-4094-844f-9ea1a30df538/work-UW-2000-1020.jpg
The Work
https://images.squarespace-cdn.com/content/v1/64a23d60d04f6c7de6883862/1813aa66-fcd6-4c1a-b656-6cf49edceceb/work-ameritrade-2000-1020.jpg
The Work
https://images.squarespace-cdn.com/content/v1/64a23d60d04f6c7de6883862/8f24c15c-5865-466a-a473-41b8d62d8345/work-scripps-2000-1020.jpg
The Work
https://images.squarespace-cdn.com/content/v1/64a23d60d04f6c7de6883862/fc7e9578-8f00-40e5-ae16-eeab2902d628/work-idb-1600-900.jpg
The Work
https://images.squarespace-cdn.com/content/v1/64a23d60d04f6c7de6883862/91d54c97-59b0-4402-a263-22fc8156fff8/work-fxcm-800-450.jpg
The Work
https://images.squarespace-cdn.com/content/v1/64a23d60d04f6c7de6883862/90ad77b9-8360-4dff-ac17-208961dcd7a1/work-dmp-2000-1125.jpg
The Work
https://images.squarespace-cdn.com/content/v1/64a23d60d04f6c7de6883862/746fdd36-fbde-4a21-9c10-4170abf92d5f/work-mmfa-2000-1125.jpg
The Work
https://images.squarespace-cdn.com/content/v1/64a23d60d04f6c7de6883862/9d7cd068-83dd-4326-9400-9069c8cc1b55/work-eyeweb-2000-1020.jpg
The Work
https://images.squarespace-cdn.com/content/v1/64a23d60d04f6c7de6883862/00c264e9-82fc-414d-995e-dbbb6223c0e1/work-dmp-1600-900.jpg
The Work
https://www.spcoon.com/tldr
daily
0.75
2024-02-21
https://images.squarespace-cdn.com/content/v1/64a23d60d04f6c7de6883862/35e62d13-4b44-49b7-bf27-167afed9af30/blue-sliver.jpg
https://images.squarespace-cdn.com/content/v1/64a23d60d04f6c7de6883862/5403dcb6-b15e-44b2-94f6-71f56f9c1868/green-sliver.jpg
https://www.spcoon.com/portfolio-2
daily
0.75
2023-09-06
https://www.spcoon.com/portfolio-2/designing-a-movement-and-building-community
monthly
0.5
2023-09-06
https://www.spcoon.com/portfolio-2/navigating-misinformation-the-architecture-behind-media-matters-for-america
monthly
0.5
2023-09-06
https://images.squarespace-cdn.com/content/v1/64a23d60d04f6c7de6883862/e29d8cf7-517d-4b6c-a678-8a81738801b6/personas.jpg
Portfolio 2 - Navigating Misinformation: The Architecture Behind Media Matters for America - Make it stand out
Stake-in-the-ground design personas framed our focus on people
https://images.squarespace-cdn.com/content/v1/64a23d60d04f6c7de6883862/f8e906c2-07d2-46f2-83c2-3ea4208919fa/scenarios.jpg
Portfolio 2 - Navigating Misinformation: The Architecture Behind Media Matters for America - Make it stand out
Context scenarios envisioned a future where these people found success
https://images.squarespace-cdn.com/content/v1/64a23d60d04f6c7de6883862/5516413c-7d3c-47b9-bb81-e12ab95b9ef8/wires.jpg
Portfolio 2 - Navigating Misinformation: The Architecture Behind Media Matters for America - Make it stand out
Whatever it is, the way you tell your story online can make all the difference.
https://images.squarespace-cdn.com/content/v1/64a23d60d04f6c7de6883862/9ceb68cd-ab7d-49ca-ae2b-9fae297aa220/mmfa-interface.jpeg
Portfolio 2 - Navigating Misinformation: The Architecture Behind Media Matters for America - Make it stand out
MMfA loved the results, as did the design community who nominated our work for Best Political site at SXSW ‘06.
https://www.spcoon.com/portfolio-2/client-centered-design-that-led-to-a-merger
monthly
0.5
2023-09-06
https://images.squarespace-cdn.com/content/v1/64a23d60d04f6c7de6883862/b4eb1443-47b8-47b3-b7e1-48f2317ab88f/amtd-persona.png
Portfolio 2 - Client-Centered Design That Led to a Merger - Design Personas & Context Scenarios
We ran numerous research studies to understand the pain points of both client bases, along with qualitative interviews to surface aspirational data that helped us model highly specified archetypes and experience vision framed through context scenarios.
https://images.squarespace-cdn.com/content/v1/64a23d60d04f6c7de6883862/1693091285665-CFKOUD3LEACIN10OKRQH/deposits.jpg
Portfolio 2 - Client-Centered Design That Led to a Merger - Make it stand out
Fully conditional form submission, circa 2004
https://images.squarespace-cdn.com/content/v1/64a23d60d04f6c7de6883862/39ab8a13-77f7-426b-a195-9e88ad7d1131/snap-wires.jpg
Portfolio 2 - Client-Centered Design That Led to a Merger - Make it stand out
My annotated SnapTicket wires
https://images.squarespace-cdn.com/content/v1/64a23d60d04f6c7de6883862/1693091274345-QHWX3MFDQ2GUGK1VP4Y7/snapticket.jpg
Portfolio 2 - Client-Centered Design That Led to a Merger - Make it stand out
SnapTicket, both then and today
https://images.squarespace-cdn.com/content/v1/64a23d60d04f6c7de6883862/29f4db40-d8b2-46c9-90de-efbb9b09838b/open-order-task-flow.jpg
Portfolio 2 - Client-Centered Design That Led to a Merger - Make it stand out
Task flows for collaborating with engineering
https://images.squarespace-cdn.com/content/v1/64a23d60d04f6c7de6883862/2c8d9a9f-7461-4a91-bccd-ec393eae47eb/open-orders.jpg
Portfolio 2 - Client-Centered Design That Led to a Merger - Make it stand out
Open orders and trade confirmation
https://www.spcoon.com/portfolio-2/converting-bounces-into-revenue
monthly
0.5
2023-09-06
https://images.squarespace-cdn.com/content/v1/64a23d60d04f6c7de6883862/9477c8ee-3921-4164-8e3c-b12aa37ed99d/fxcm-old.jpeg
Portfolio 2 - Converting Bounces Into Revenue - Make it stand out
Existing site - On-page SEO was suboptimal and with a cursory review, it was clear that the entire site needed a simplified palette, intentional organization, and precise content to have a chance at impacting FXCM’s most important metrics.
https://images.squarespace-cdn.com/content/v1/64a23d60d04f6c7de6883862/e46abca4-0285-4e25-83cf-cbe44a8a7924/heuristic-eval.png
Portfolio 2 - Converting Bounces Into Revenue - Make it stand out
Heuristic Evaluation - Quick, dependable, and a great tool to help reach alignment on investments.
https://images.squarespace-cdn.com/content/v1/64a23d60d04f6c7de6883862/1693263699636-NQQN062PB7C9V7AINKKU/FXCM+Frank+persona.jpg
Portfolio 2 - Converting Bounces Into Revenue - Make it stand out
Design personas - Clear representations of prospect and client expectations outside of using the product
https://images.squarespace-cdn.com/content/v1/64a23d60d04f6c7de6883862/1693277196243-0S20ZL897WJ58MKEXD1F/wire2.jpg
Portfolio 2 - Converting Bounces Into Revenue - Make it stand out
Simplified navigation and onboarding
https://images.squarespace-cdn.com/content/v1/64a23d60d04f6c7de6883862/1693338878728-3VWUT8KAFT72Y7N2GQT1/hierarchy.jpg
Portfolio 2 - Converting Bounces Into Revenue - Make it stand out
Persona driven information design
https://images.squarespace-cdn.com/content/v1/64a23d60d04f6c7de6883862/1693277196243-VVMSH8362XWQ5PDNRCLO/wire1.jpg
Portfolio 2 - Converting Bounces Into Revenue - Make it stand out
Homepage wireframe with affordance callouts
https://images.squarespace-cdn.com/content/v1/64a23d60d04f6c7de6883862/a53aa615-903e-4889-8e7c-a57da5fa7627/fxcm-home-page.jpeg
Portfolio 2 - Converting Bounces Into Revenue - Make it stand out
The redesigned site at launch
https://www.spcoon.com/portfolio-2/creating-a-retail-brand-experience-from-scratch
monthly
0.5
2023-09-06
https://images.squarespace-cdn.com/content/v1/64a23d60d04f6c7de6883862/2ca445cd-2e8d-4daf-ae0c-6c4fa2ed2933/home.jpg
Portfolio 2 - Creating a Retail Brand Experience From Scratch - Make it stand out
Fashion forward brand language with clear paths to features.
https://images.squarespace-cdn.com/content/v1/64a23d60d04f6c7de6883862/fcfa8d43-575c-4be9-8014-74f078f063b5/search-results.jpg
Portfolio 2 - Creating a Retail Brand Experience From Scratch - Make it stand out
Personal collection gave white glove assistance throughout the interface.
https://images.squarespace-cdn.com/content/v1/64a23d60d04f6c7de6883862/bcb7c700-2a56-4bef-997f-5d0355c5fdba/product.jpg
Portfolio 2 - Creating a Retail Brand Experience From Scratch - Make it stand out
Frame details are clearly presented, including structured SKU attributes
https://images.squarespace-cdn.com/content/v1/64a23d60d04f6c7de6883862/2a1651c4-6c39-4841-8cbc-23a383d1c830/recommendation.jpg
Portfolio 2 - Creating a Retail Brand Experience From Scratch - Make it stand out
Frame advisor was esoteric, visual, and unique — all Eyeweb brand traits.
https://images.squarespace-cdn.com/content/v1/64a23d60d04f6c7de6883862/e00ccf89-cdc5-4745-a849-f660d2fb3c72/kiosk.jpg
Portfolio 2 - Creating a Retail Brand Experience From Scratch - Make it stand out
In-store kiosk had functional purpose delivered within a novel wrapper
https://images.squarespace-cdn.com/content/v1/64a23d60d04f6c7de6883862/9bdcfdf1-fd4a-45b5-9f5e-4b721c410669/fitting.jpg
Portfolio 2 - Creating a Retail Brand Experience From Scratch - Make it stand out
Online fitting in the comfort of your home