This is a short description of my work methods and my way of doing UX. I try to follow a certain process, which have been proven to be successful during the projects. I utilize wireframing tools to plan screens & flows. Working systematically with my process, I've also gained experience in maintaining and improving an existing UI.

2. User Experience (UX)
is a term for a user's
overall satisfaction level
when using your product
or system. If it's a good
experience, the users
are happy. If it's a bad
experience, your
customers won’t come
back.

3. “The rule of thumb in many
usability-aware organizations
is that the cost benefit ratio
for usability is $1 : $10–$100”
(Gilb, 1988)
The cost of fixing an error
after development is 100
times that of fixing it before
the development of the
project is completed
(Pressman, 1992)

4. “It has been found that 80%
of software life cycle costs
occur during the maintenance
phase, and were associated
with ‘unmet or unforeseen’
user requirements and other
usability problems”
(Nielsen, 1993)

5. Defining Business Goals
Formulating a concise list of
project objectives
Persona Profiling
Creating target audience
documents. Analysis of
demographic and
psychological characteristics
of the users

6. Writing Use Cases
Describing user journeys, and
sometimes drawing a story
board, depending on the
project ecosystem
Creating a Feature List
Prioritizing the features after
careful consideration in both
client’s needs and users’
needs

7. Structuring a Site Map
A schematic description of
hierarchies and connections
between pages
Sketching
Drawing a low fidelity model
of the screen layout and
exploring design alternatives

8. Prototyping
Creating a digital mock up of
the main modules within the
site/application
Concept Meeting
Presenting the user
experience values and core
solution to the client

9. Detailed Design
Creating a digital mock up of
all the screens within the
site/application
Usability Testing
Performing a test session,
and conducting analysis of
results. This is done
independently of the other
stages, and only when it fits
project needs

11. Car Lease
1) Tracking incomes, and produce sales forecast for the near future.
2) Keeping track of representative or department work achievements, while setting monthly goals according to
the data.
3) Increase sales up to 15% until the end of the year.
4) Improve customer experience.
5) Creating more touch points between the customer and the brand.
6) Helping the care representative in performing their tasks by:
1) Quick draw of customers' data.
2) Viewing relevant client history.
7) Motivate the care representatives, by setting more realistic, clear and measurable goals.
8) Customer retention.
9) Keeping track of affiliates and care representatives commissions.

12. Back Call
‫ראשי‬:
•‫לו‬ ‫שיענה‬ ‫כלשהי‬ ‫חברה‬ ‫של‬ ‫לנציג‬ ‫ומחכה‬ ‫השפורפרת‬ ‫עם‬ ‫עומד‬ ‫בבית‬ ‫שהלקוח‬ ‫כזמן‬ ‫מוגדרת‬ ‫המתנה‬
•‫במיזם‬ ‫המשתתפות‬ ‫החברות‬ ‫אצל‬ ‫במוקד‬ ‫ההמתנה‬ ‫זמני‬ ‫קיצור‬
•‫בבית‬ ‫הלקוח‬ ‫בצד‬ ‫מהמתנה‬ ‫הימנעות‬
•‫ההמתנה‬ ‫זמן‬ ‫את‬ ‫שיותר‬ ‫כמה‬ ‫לקצר‬ ‫שאיפה‬
•‫נוצר‬ ‫וכאשר‬ ‫אם‬ ‫ההמתנה‬ ‫זמן‬ ‫לגבי‬ ‫ללקוח‬ ‫מדוייק‬ ‫שיותר‬ ‫כמה‬ ‫חיווי‬ ‫מתן‬
•‫לשיטה‬ ‫מודעות‬ ‫יצירת‬,‫הניתן‬ ‫ככל‬ ‫ההמתנה‬ ‫את‬ ‫שמקצרת‬ ‫כדרך‬,‫השירות‬ ‫למוקדי‬ ‫בבית‬ ‫הלקוחות‬ ‫בין‬ ‫המקשר‬ ‫משמעותי‬ ‫פורטל‬ ‫ולהוות‬
‫משני‬:
•‫באתר‬ ‫מפרסומות‬ ‫רווחים‬ ‫יצירת‬
•‫השירות‬ ‫וחברות‬ ‫הלקוח‬ ‫לנוחיות‬ ‫באתר‬ ‫מידע‬ ‫מתן‬(‫הקווים‬ ‫על‬ ‫מיוחד‬ ‫עומס‬ ‫שמונע‬ ‫באופן‬)

13. Clicaffe
•‫ע‬ ‫המשתמש‬ ‫של‬ ‫הבוקר‬ ‫חוויית‬ ‫שיפור‬"‫של‬ ‫חיובית‬ ‫תחושה‬ ‫מתן‬ ‫י‬Well-being‫הבוקר‬ ‫של‬ ‫בהתארגנות‬ ‫ושליטה‬
•‫הפיכת‬Clicaffe‫הביתיות‬ ‫המכונות‬ ‫בשוק‬ ‫משמעותי‬ ‫לשחקן‬
•‫ל‬ ‫הגעה‬-100‫שנה‬ ‫בתוך‬ ‫במדינה‬ ‫אב‬ ‫בתי‬ ‫אלף‬
•‫של‬ ‫קבוע‬ ‫מנויים‬ ‫בסיס‬ ‫יצירת‬200‫וחצי‬ ‫שנה‬ ‫תוך‬ ‫מנויים‬ ‫אלף‬
•‫מוכנים‬ ‫טוסטים‬ ‫מספק‬ ‫משני‬ ‫רווח‬ ‫יצירת‬
•‫בוקר‬ ‫משקאות‬ ‫להכנת‬ ‫הפעולות‬ ‫של‬ ‫התפיסה‬ ‫שינוי‬(‫שחורה‬ ‫קופסה‬ ‫היא‬ ‫המשקה‬ ‫הכנת‬,‫הכל‬‫האפליקציה‬ ‫דרך‬ ‫מתנהל‬)
•‫השירות‬ ‫וחברות‬ ‫הלקוח‬ ‫לנוחיות‬ ‫באתר‬ ‫מידע‬ ‫מתן‬(‫הקווים‬ ‫על‬ ‫מיוחד‬ ‫עומס‬ ‫שמונע‬ ‫באופן‬)

14. Quotes - “What does my money do?”
• Enabling the user to keep track of hishers investment portfolio.
• Take advantage of mobile connectivity in order to give the user real time data everywhere they go.
• Bringing news, tips, and updates about the stock market (After the creation of a sufficient install base, these
will be done as a premium service).
• Becoming a major influencer on the Mobile Fintec arena.

15. AgroPlan
• Increasing farm productivity and revenue
• Supporting user decisions based on accurate information
• Creating the best actionable recommendations, according to multiple innovative information channels
• Automation of farming activity
• Helping farmers manage their farming activities in a reliable fashion
• Helping people on the farming industry to document and analyze their farming activities
• Preventing water waste and undesired irrigation costs
• Creating brand awareness
• Selling more AgroPlan licenses

16. More About Miranda Engagement & Activities
Motivators
Needs to be ready for big reviews. Needs to show top management her
branch performances and results. Wants to reward a good salesman, and
to be aware of a bad one. If a car has just finished its lease term in a large
company, she would like to offer this available car to a customer at the
branch ASAP. Wants to know if somebody made a good deal or a bad one
with a customer.
Required functionality
Needs to know how much money she is spending on her employees. Needs
to see sales data on her agents. Sales data needs to be seen by different
time scales. See or get notified if a car has finished its lease term.
Notification on a car that stays to long in the yard and doesn't get sold.
Personal Computer: High | 5-8/dy; comfortable with common apps.
Internet Usage: High | over 9/dy; She likes to check things on the internet
and to compare products.
Mobile: High | over 9/dy; Seeks new tools to help her day-to-day. Uses text
messaging frequently. Likes to get push updates on real time. Uses Instagram
to upload pictures from business trips and fancy restaurants.
Social Networking: Advanced understanding of Facebook & LinkedIn (but will
use them almost only on mobile); Uses Viber and WhatsApp to stay in touch
and aware of how her friends and professionals contacts are doing.
Television Shows: Soap operas, when nobody is at home.
Magazines: Has a subscription on Forbs, Fortune, Time and Economist.
Doesn't have the time or actual will to read them. Puts them in a pile on the
porch.
Miranda – 42 Year Old Branch Manager from Madison, WI
“Cut to the chase, will you? I haven't got
all day…”
Personal Background
Miranda is a cut to the chase person. She is married (Russ) and has two daughters ages 12 (Sydney) and 5 (Ashly).
Like in the office, she likes being in control and wants to know what they are doing. She won't forget to phone home
and ask the nanny what they ate for launch.
Since downtime is truly a luxury for Miranda, she likes to spoil herself in fancy restaurants when she goes out with
her friends. She used to be a wild type in her youth, and even in college, but those days are all over, and now she
has settled down. She considers herself as a serious career woman, and likes to brag about it with her friends. She
has a very stressful daily routine, full of office assignments and scheduled meeting. Sometimes she gets home at
evening, realizing she haven’t eaten launch at all. Things hasn't been too well with Russ lately. They both have a
busy schedule, and they hardly ever spend some quality time together. She thinks they both need a long vacation
together, but is occupied with an upcoming quarterly review on her branch.
Miranda is very informed in computers and high-tech. She believes in the digital age and would happily accept new
software to make her life at the office easier. She will adopt any kind of advanced technology to have more control
over her life (and her husband's too).

17. ‫אישי‬ ‫סיפור‬
‫טוב‬ ‫חיה‬ ‫מיטל‬.‫מחפשת‬ ‫היא‬
‫מיני‬ ‫בכל‬ ‫עצמה‬ ‫את‬ ‫להעסיק‬
‫חדשות‬ ‫דרכים‬.‫להשוויץ‬ ‫אוהבת‬
‫שלה‬ ‫המפואר‬ ‫החיים‬ ‫בסגנון‬
‫לחברות‬ ‫זה‬ ‫את‬ ‫ולהראות‬.‫אם‬
‫קפה‬ ‫לה‬ ‫שתעשה‬ ‫מכונה‬ ‫יש‬
‫בזה‬ ‫תשקיע‬ ‫היא‬ ‫אותה‬ ‫ותפנק‬
‫שצריך‬ ‫כמה‬.
‫מיטל‬"‫הנואשת‬ ‫הבית‬ ‫עקרת‬"
40,‫בית‬ ‫עקרת‬
“ ‫אוף‬,‫לי‬ ‫בא‬ ‫מה‬?

21. Before the
order
Three days
before flight
Flight
day
During
vacation
After
vacation
Ronny is
checking the
offer details. He
is searching to
see if there is
anything wrong
with the hotel.
Ronny is
debating with
the guys at the
forum. They are
arguing which
one has the
best check list
for packing.
On the flight, he
checks weather
forecast, trip
maps, and finds
out where is the
pub in the sky
resort.
The guys are
uploading tons
of pictures. He
asks if
someone has a
picture with his
famous back
flip at the snow
park.
Still in contact
with all the guys
at the group.

24. Abe
Fleet Dashboard
Car Lease Server
Kaitlin
Car Lease Motor Pool
CSR
Dashboard
Abe’s phone
Garage
1
2
3
4
5
6
Employee car
Grant
7
8
Antonella
Repair Shop Dashboard
Grant’s phone
1
2
3 4 5
Grant’s Home
Customer Support
Center
Employee
Dashboard
1
2
3 4
5
1
2 3 4
5
Miranda
Car Lease Branch
1
Branch Manager
View
2 3 4
Miranda’s phone
5
6
7
Richard
Car Lease Headquarters
Manager Dashboard
1
2 3
Richard’s phone
4
5
6
7 8 9
10
Scott
8
9
6 7 8
Scott’s phone
1
2
Car Salesperson View
3
Local Brach Parking Lot
4
5
6
7
8
9 10

25. Personal
setup
Monitoring and managing the farm
View crops
status
Make
adjustments
Start here Start here
Exit here Exit here Exit here
Plan future activities
View cropsView crops
Comparing Define/
Start hereStart here Start here Start here

26. ‫משרת‬ ‫שהוא‬ ‫עסקי‬ ‫יעד‬ ‫פיצ'ר‬
.‫השירות‬ ‫למוקדי‬ ‫בבית‬ ‫הלקוחות‬ ‫בין‬ ‫המקשר‬ ‫משמעותי‬ ‫פורטל‬ ‫להוות‬ ‫השירות‬ ‫נציג‬ ‫עם‬ ‫בוצע‬ ‫או‬ ‫שסוכם‬ ‫מה‬ ‫של‬ ‫תקציר‬ :‫פתק‬ ‫כתיבת‬ ?‫סיכמנו‬ ‫מה‬
.‫השירות‬ ‫למוקדי‬ ‫בבית‬ ‫הלקוחות‬ ‫בין‬ ‫המקשר‬ ‫משמעותי‬ ‫פורטל‬ ‫להוות‬ ‫השירות‬ ‫נציג‬ ‫עם‬ ‫בוצע‬ ‫או‬ ‫שסוכם‬ ‫מה‬ ‫של‬ ‫תקציר‬ :‫קולית‬ ‫הקלטה‬ ?‫סיכמנו‬ ‫מה‬
.‫השירות‬ ‫למוקדי‬ ‫בבית‬ ‫הלקוחות‬ ‫בין‬ ‫המקשר‬ ‫משמעותי‬ ‫פורטל‬ ‫ולהוות‬ ,‫הניתן‬ ‫ככל‬ ‫ההמתנה‬ ‫את‬ ‫שמקצרת‬ ‫כדרך‬ ,‫לשיטה‬ ‫מודעות‬ ‫יצירת‬ )‫האפליקציה‬ ‫דרך‬ ‫דבר‬ ‫כל‬ ‫(חיפוש‬ ‫אחד‬ ‫במקום‬ ‫השירות‬ ‫מוקדי‬ ‫כל‬ ‫את‬ ‫לרכז‬ ‫נסיון‬
.‫השירות‬ ‫למוקדי‬ ‫בבית‬ ‫הלקוחות‬ ‫בין‬ ‫המקשר‬ ‫משמעותי‬ ‫פורטל‬ ‫ולהוות‬ ,‫הניתן‬ ‫ככל‬ ‫ההמתנה‬ ‫את‬ ‫שמקצרת‬ ‫כדרך‬ ,‫לשיטה‬ ‫מודעות‬ ‫יצירת‬ ‫המשתמש‬ ‫של‬ ‫הזכרון‬ ‫על‬ ‫מעמיס‬ ‫שלא‬ ‫ניווט‬ ‫ממשק‬ ‫לייצר‬
.‫השירות‬ ‫למוקדי‬ ‫בבית‬ ‫הלקוחות‬ ‫בין‬ ‫המקשר‬ ‫משמעותי‬ ‫פורטל‬ ‫ולהוות‬ ,‫הניתן‬ ‫ככל‬ ‫ההמתנה‬ ‫את‬ ‫שמקצרת‬ ‫כדרך‬ ,‫לשיטה‬ ‫מודעות‬ ‫יצירת‬ ‫אחורה‬ ‫צעד‬ ‫לחזור‬ ‫ניתן‬ ‫פעם‬ ‫שכל‬ ‫כך‬ ‫בדידים‬ ‫לצעדים‬ ‫חלוקה‬ ,‫השיחה‬ ‫ניתוב‬ ‫של‬ ‫ברורה‬ ‫ויזואלית‬ ‫הצגה‬
.‫השירות‬ ‫למוקדי‬ ‫בבית‬ ‫הלקוחות‬ ‫בין‬ ‫המקשר‬ ‫משמעותי‬ ‫פורטל‬ ‫ולהוות‬ ,‫הניתן‬ ‫ככל‬ ‫ההמתנה‬ ‫את‬ ‫שמקצרת‬ ‫כדרך‬ ,‫לשיטה‬ ‫מודעות‬ ‫יצירת‬ ‫החיפוש‬ ‫צורת‬ ‫של‬ ‫חלוקה‬ ‫או‬ ,‫מוקדים‬ ‫של‬ ‫קטגוריות‬ ‫לפי‬ ‫חלוקה‬ ?‫לעשות‬ ‫תרצה‬ ‫מה‬
.‫השירות‬ ‫למוקדי‬ ‫בבית‬ ‫הלקוחות‬ ‫בין‬ ‫המקשר‬ ‫משמעותי‬ ‫פורטל‬ ‫ולהוות‬ ,‫הניתן‬ ‫ככל‬ ‫ההמתנה‬ ‫את‬ ‫שמקצרת‬ ‫כדרך‬ ,‫לשיטה‬ ‫מודעות‬ ‫יצירת‬ IVR ‫ה‬ ‫למערכת‬ ‫כתחליף‬ ,‫האפליקציה‬ ‫לתוך‬ ,‫דומים‬ ‫ונתונים‬ ‫ת"ז‬ ‫מספר‬ ‫להקיש‬ ‫אפשרות‬
.‫השירות‬ ‫למוקדי‬ ‫בבית‬ ‫הלקוחות‬ ‫בין‬ ‫המקשר‬ ‫משמעותי‬ ‫פורטל‬ ‫ולהוות‬ ,‫הניתן‬ ‫ככל‬ ‫ההמתנה‬ ‫את‬ ‫שמקצרת‬ ‫כדרך‬ ,‫לשיטה‬ ‫מודעות‬ ‫יצירת‬ ‫מוקד‬ ‫לאותו‬ ‫מתקשר‬ ‫אתה‬ ‫אם‬ ‫שהקשת‬ ‫נתונים‬ ‫זוכר‬
.‫השירות‬ ‫למוקדי‬ ‫בבית‬ ‫הלקוחות‬ ‫בין‬ ‫המקשר‬ ‫משמעותי‬ ‫פורטל‬ ‫ולהוות‬ ,‫הניתן‬ ‫ככל‬ ‫ההמתנה‬ ‫את‬ ‫שמקצרת‬ ‫כדרך‬ ,‫לשיטה‬ ‫מודעות‬ ‫יצירת‬ ‫הקודמת‬ ‫הפעם‬ ‫של‬ ‫התזכורת‬ ‫את‬ ‫להקפיץ‬ ‫למוקד‬ ‫הקישור‬ ‫לפני‬ ‫אפילו‬ ‫אולי‬ ,‫נודניק‬ ‫במודל‬ ‫שיחה‬ .folowup ‫ל‬ ‫טיימר‬ ‫לשים‬ ‫אפשרות‬
‫באתר‬ ‫מפרסומות‬ ‫רווחים‬ ‫יצירת‬ ‫לפרסומות‬ ‫מקום‬
)‫הקווים‬ ‫על‬ ‫מיוחד‬ ‫עומס‬ ‫שמונע‬ ‫(באופן‬ ‫השירות‬ ‫וחברות‬ ‫הלקוח‬ ‫לנוחיות‬ ‫באתר‬ ‫מידע‬ ‫מתן‬ )‫חירום‬ ‫מצב‬ ,‫חשמל‬ ‫(הפסקת‬ ‫מתחלפות‬ ‫להודעות‬ ‫מקום‬
.‫נוצר‬ ‫וכאשר‬ ‫אם‬ ‫ההמתנה‬ ‫זמן‬ ‫לגבי‬ ‫ללקוח‬ ‫מדוייק‬ ‫שיותר‬ ‫כמה‬ ‫חיווי‬ ‫מתן‬ ‫ההמתנה‬ ‫זמן‬ ‫על‬ ‫חיוי‬
.‫השירות‬ ‫למוקדי‬ ‫בבית‬ ‫הלקוחות‬ ‫בין‬ ‫המקשר‬ ‫משמעותי‬ ‫פורטל‬ ‫ולהוות‬ ,‫הניתן‬ ‫ככל‬ ‫ההמתנה‬ ‫את‬ ‫שמקצרת‬ ‫כדרך‬ ,‫לשיטה‬ ‫מודעות‬ ‫יצירת‬ ‫השיחה‬ ‫בסוף‬ ‫סגרנו‬ ‫מה‬ ‫התקשרתי‬ ‫מי‬ ‫של‬ ‫שיחותסיכום‬ ‫היסטוריית‬ ,‫אישי‬ ‫דשבורד‬
.‫השירות‬ ‫למוקדי‬ ‫בבית‬ ‫הלקוחות‬ ‫בין‬ ‫המקשר‬ ‫משמעותי‬ ‫פורטל‬ ‫להוות‬ )1-900 ‫לשיחות‬ ‫הסכמה‬ ‫של‬ ‫אקט‬ ‫איזשהו‬ ‫(להוסיף‬ ‫תשלום‬
.‫השירות‬ ‫למוקדי‬ ‫בבית‬ ‫הלקוחות‬ ‫בין‬ ‫המקשר‬ ‫משמעותי‬ ‫פורטל‬ ‫להוות‬ .‫מוגדרים‬ ‫ושעה‬ ‫ביום‬ ‫איתי‬ ‫קשר‬ ‫יצור‬ ‫שהמוקד‬ ‫או‬ ,‫המוקד‬ ‫עם‬ ‫קשר‬ ‫שיצור‬ .‫שיחה‬ ‫להזמין‬ ‫אפשרות‬
.‫השירות‬ ‫למוקדי‬ ‫בבית‬ ‫הלקוחות‬ ‫בין‬ ‫המקשר‬ ‫משמעותי‬ ‫פורטל‬ ‫להוות‬ ‫אחד‬ ‫כפתור‬ ‫עם‬ ‫למוקד‬ ‫המלא‬ ‫הנתיב‬ ‫של‬ ‫קישור‬
.‫השירות‬ ‫למוקדי‬ ‫בבית‬ ‫הלקוחות‬ ‫בין‬ ‫המקשר‬ ‫משמעותי‬ ‫פורטל‬ ‫להוות‬ ‫דירה‬ ‫למעבר‬ ‫ונתונים‬ ‫משימות‬ ‫ריכוז‬
.‫נוצר‬ ‫וכאשר‬ ‫אם‬ ‫ההמתנה‬ ‫זמן‬ ‫לגבי‬ ‫ללקוח‬ ‫מדוייק‬ ‫שיותר‬ ‫כמה‬ ‫חיווי‬ ‫מתן‬ )‫לנציג‬ ‫מתחבר‬ ‫אתה‬ ‫דקה‬ ‫עוד‬ ,‫לנציב‬ ‫מתחבר‬ ‫אתה‬ ‫ברור)(עכשיו‬ ‫(סאונד‬ ‫לנציג‬ ‫החיבור‬ ‫אקט‬ ‫על‬ ‫קולי‬ ‫חיווי‬
.‫השירות‬ ‫למוקדי‬ ‫בבית‬ ‫הלקוחות‬ ‫בין‬ ‫המקשר‬ ‫משמעותי‬ ‫פורטל‬ ‫להוות‬ ‫הקלטה‬ ‫או‬ ‫אישי‬ ‫פתק‬ ‫להוסיף‬ ‫מקום‬ + ‫המסך‬ ‫על‬ ‫הנתונים‬ ‫של‬ ‫סיכום‬ ‫להראות‬ ‫השיחה‬ ‫בסוף‬ ?‫סיכמנו‬ ‫מה‬
.‫השירות‬ ‫למוקדי‬ ‫בבית‬ ‫הלקוחות‬ ‫בין‬ ‫המקשר‬ ‫משמעותי‬ ‫פורטל‬ ‫ולהוות‬ ,‫הניתן‬ ‫ככל‬ ‫ההמתנה‬ ‫את‬ ‫שמקצרת‬ ‫כדרך‬ ,‫לשיטה‬ ‫מודעות‬ ‫יצירת‬ ‫כלים‬ ‫סרגל‬
.‫השירות‬ ‫למוקדי‬ ‫בבית‬ ‫הלקוחות‬ ‫בין‬ ‫המקשר‬ ‫משמעותי‬ ‫פורטל‬ ‫להוות‬ ‫החברות‬ ‫כל‬ ‫של‬ ‫תפריט‬
.‫השירות‬ ‫למוקדי‬ ‫בבית‬ ‫הלקוחות‬ ‫בין‬ ‫המקשר‬ ‫משמעותי‬ ‫פורטל‬ ‫להוות‬ ‫שיחה‬ ‫הזמנת‬ ‫דיאלוג‬
.‫השירות‬ ‫למוקדי‬ ‫בבית‬ ‫הלקוחות‬ ‫בין‬ ‫המקשר‬ ‫משמעותי‬ ‫פורטל‬ ‫ולהוות‬ ,‫הניתן‬ ‫ככל‬ ‫ההמתנה‬ ‫את‬ ‫שמקצרת‬ ‫כדרך‬ ,‫לשיטה‬ ‫מודעות‬ ‫יצירת‬ Push Notification ‫ולקבל‬ ‫לסגור‬ ‫אופציה‬ ‫עם‬ ‫מעניין‬ ‫טיימר‬

45. Gilad Bar-Lev
UX & Usability Design Expert
giladux@consultant.com