Case Studies

June 21 2023

JEA – Becoming Accessible and WCAG Compliant

ryan Accessibility, Case Studies accessibility, design, social media, strategy, ui/ux

This case study examines my time with JEA, a community-owned electric utility, and their transformative journey towards embracing accessibility. By adopting the WCAG 2.0, Level A and Section 508 compliance standards, JEA prioritized inclusivity in its digital presence. This case study outlines the comprehensive accessibility training program and the subsequent redesign and content overhaul efforts undertaken by the company. The study also highlights the valuable insights gained through customer interactions, shedding light on the challenges faced by individuals with disabilities. The successful accessibility initiatives not only improved the customer experience but also mitigated legal risks while yielding positive business outcomes.

JEA, a leading community-owned electric utility, recognized the importance of accessibility and undertook a significant initiative to align with the WCAG 2.0, Level A and Section 508 compliance guidelines. This case study explores the steps taken by JEA to enhance accessibility and the resulting benefits for both customers and the organization.

Training and Redesign

JEA initiated an extensive accessibility training program to equip the digital team with the knowledge and skills necessary to implement accessibility standards effectively. This training put myself and a few others in a role to act as the ambassadors of accessibility as we interacted with other departments.

Redesign and Content Overhaul

We embarked on a comprehensive redesign and content overhaul of the entire website to ensure compliance with WCAG 2.0, Level A and Section 508 requirements. The redesign process prioritized a user-centric approach while maintaining the flexibility for departmental contributors to make updates as needed.

This also included a ux overall of many of the tools/applications within the site as well, such as the energy consumption trackers, billing, payment and water planners.

Gaining Insights through Customer Interactions

We discovered multiple user challenges through interactions with the customer service department and engagement on social media platforms. I personally gained valuable insights into the daily struggles faced by individuals with disabilities. Vision, motor, cognitive, and speech disabilities emerged as significant barriers to accessing JEA’s services. Some customers opted to make phone calls or visit the physical headquarters, highlighting the limitations of the existing digital platform.

Holistic Benefits of Accessibility Initiatives

By prioritizing accessibility, JEA significantly improved the the customer experience, enabling them to independently access and utilize JEA’s services online. The redesigned website offered an inclusive and seamless experience, reducing the need for workarounds or alternative channels for assistance.

They still existed, and would continue to be streamlined as well, but at least they would not have to be relied on to the same extent.

Legal Compliance and Risk Mitigation

Achieving WCAG 2.0, Level A and Section 508 compliance shielded JEA from potential legal litigation associated with accessibility non-compliance. By adhering to these standards, JEA demonstrated its commitment to accessibility, thereby mitigating legal risks.

Business Impacts

The accessibility initiatives at JEA yielded positive business outcomes. This was especially apparent in the demand put on customer service.

Moreover, the enhanced online experience resulted in increased customer satisfaction and loyalty, ultimately driving positive brand perception and customer retention.

Conclusion

JEA’s commitment to accessibility, demonstrated through the adoption of WCAG 2.0, Level A and Section 508 compliance, has been instrumental in transforming its digital presence. Through extensive training, comprehensive redesign, and engaging with customers, JEA successfully improved the lives of its customers while safeguarding against legal risks. The accessibility initiatives also yielded notable business impacts, affirming the far-reaching benefits of prioritizing inclusivity.

This journey served as an inspiring case study for me, and pushes me to foster accessibility and inclusivity within every digital ecosystems I touch.

June 5 2023

The Brag House

ryan Accessibility, Case Studies, Design, Product Ownership, Strategy, UI/UX accessibility, product design, product ownership, project management, ui/ux

This case study explores my time with the gaming startup, The Brag House, and how I was tasked with addressing product ownership, project management, and UI/UX challenges. With a strong reputation in the nonprofessional college esports arena and successful partnerships with renowned entities like McDonald’s and Coca-Cola, The Brag House sought to enhance user engagement, improve accessibility, and meet tight timelines for launching a minimum viable product (MVP).

This highlights the strategic steps taken, including design audits, prioritization of feasible enhancements, backlog creation, logic model development, and collaborative efforts among stakeholders, design, and development teams.

The result was the successful launch of the MVP, demonstrating significant progress and leaving stakeholders delighted. The study concludes with the UX professional’s departure on amicable terms, with a positive impact on The Brag House and an optimistic outlook for the company’s future success.

Introduction

The Brag House, a dynamic gaming startup renowned for its accomplishments in the nonprofessional college esports realm, recognized the need to optimize product ownership, project management, and UI/UX aspects. This case study examines my collaboration with them to address these challenges and to elevate the company’s gaming platform.

Strengthening Product Ownership and UI/UX

The Brag House aimed to enhance product ownership practices and resolve accessibility and UX issues. This included auditing and syncing the various UX concepts that were floating amidst the company, resolving design/development bottlenecks, and meeting a tight timeline for launching the MVP.

Understanding User Needs and Competitive Spirit

The Brag House held a unique understanding of its users’ desire to promote college affiliations and the competitive nature inherent in college esports. The objective was to align the platform with these user aspirations.

Design Audit and Feasibility Assessment

An extensive design audit was conducted, evaluating existing designs and identifying areas for improvement. The team then determined feasible enhancements for incorporation into the MVP, considering resource constraints and potential design improvements to expedite development.

Backlog Creation for Future Iterations

Ideas that couldn’t be immediately implemented were documented and organized into a backlog for future iterations. This ensured that valuable concepts weren’t lost and could be revisited when resources permitted.

Logic Models, Process Flows, and Sitemaps

Logic models and process flows were developed iteratively to address recurring development challenges. Stakeholders provided sign-off, creating alignment and facilitating shared understanding. Comprehensive sitemaps were also created, encompassing error scenarios, member vs. non-member access, and customer remediation to provide a holistic view of the product.

Collaboration with Distributed Teams

I lead the collaboration between design and development teams across multiple time zones. Close partnerships were formed with the design team, utilizing Figma for real-time collaboration and executing UX tasks as needed.

Successful MVP Launch and Progress

Through concerted efforts, The Brag House achieved its goal of launching the MVP. The collaborative approach and focus on UX and development processes led to the most significant progress the company had seen in a year. Stakeholders expressed massive satisfaction with the results.

Conclusion

The collaboration between The Brag House and the UX professional resulted in significant improvements in product ownership, project management, and UI/UX. By conducting design audits, prioritizing feasible enhancements, creating a backlog, and fostering collaboration among stakeholders, design, and development teams, the company successfully launched the MVP and made substantial progress.

The positive outcome allowed me to depart on amicable terms, with an open invitation to return in the future.
I wish them nothing but the best, and I’m rooting for them to succeed!

June 1 2023

Jax Creators

ryanpaulthompson_xi675h Case Studies accessibility, product design, product ownership, project management, ui/ux

This is a work in progress/startup for local creators here in Jacksonville, Fl.

We’re at the beginning

Jax Creators is a side project, that is essentially a spin-off of GAAM, focused directly into the creator community of Jacksonville. This started in May of 2023, and has already grown into a substantial, healthy community!

The orange dinosaur

I’ve always loved the Orange dinosaur on Beach Blvd, and thought it would be a great starting point as a mascot of the creator community here in Duval.

It doesn’t have a name yet, but will have community input when the time comes!

The vision for the website

Going into this, the plan was to make sure that Jaxcreators.com could be maintained by other people than myself, so Wordpress was the go-to technology.

Also, I wanted to make sure that we could
1) quickly create a member director to make it possible for local creators to find, connect, and help one another, without the trappings of social clout.
2) Employ gamification to create additional engagement and value for partners and sponsors, and thus create additional value for the members as well.

I’m currently estimating launching the beta in Late September-Early October, and will update this case study then.

I’m currently estimating launching the beta in Late September-Early October, and will update this case study then.

Visit the Beta (Very work-in-progress)

December 30 2022

Florida Blue Dental

ryan Case Studies accessibility, design, social media, strategy, ui/ux

Florida Blue Dental is an entity that has numerous stakeholders, but all aligned in wanting the best experience possible for the users.

This was one of those projects that afforded us the time and resource to conduct true user studies, and devote time to accessibility, on top of the standard concerns for usability and experience.

Below is a quick breakdown of some of the design philosophies involved in creating it.

December 29 2022

Happinated – Gaming & Social Media Driving Awareness, Affinity, and Adoption

ryan Case Studies design, illustration, project management, social media, strategy

McDonald’s embarked on the launch of their McCafe line in a fiercely competitive coffee industry. This case study examines the creative and strategic approach employed to differentiate McDonald’s from competitors while adhering to a tight budget.

Happinated: Engaging the Target Audience through Interactive Gaming

We recognized early on the crossover between the growing female gamer demographic and young professionals that are coffee drinkers. This was the crux of our pitch for McDonald’s game, Happinated. This innovative tactic aimed to capture the attention of the female gamer segment while appealing to the 18-34 male and female worker demographic.

Satirized Workplace Environment

Happinated was set within a satirized workplace environment, incorporating elements such as humorous portrayals of work birthdays, boss’s orders, and copying machines. This approach established a connection with the intended audience by leveraging relatable workplace experiences. I created concepts and character designs, and then worked with an additional young freelancer to execute creating all the additional art assets and frames of animation that the developer would eventually need to make this work.

Impressive Engagement and Email Sign-up Rates

The Happinated game achieved remarkable results, with an average engagement time of over 3 minutes and a 60% email signup rate among all visitors. This indicated the high level of audience engagement and interest in the campaign.

Utilizing Twitter as a Customer Service and Inspirational Platform

McDonald’s leveraged the Twitter handle @Happinated as a multifaceted tool for customer service and inspiration. The account regularly shared G-rated jokes, inspirational thoughts, and updates on McDonald’s offers and events within the Southeast region. This engagement strategy drove additional participation in McDonald’s events and increased coupon downloads and redemptions.

Addressing Customer Service Issues and Cultivating Brand Advocacy

Through @Happinated, McDonald’s effectively addressed customer service issues, converting unsatisfied customers into brand evangelists. The platform provided an avenue for resolving concerns promptly and fostering positive customer experiences, thereby strengthening customer loyalty.

Campaign Performance and Success

The McDonald’s campaign achieved outstanding results, exceeding expectations across various metrics. The Happinated game garnered significant engagement and high email sign-up rates, demonstrating its appeal to the target audience. Additionally, the Twitter platform, @Happinated, successfully drove participation, promoted coupon downloads and redemptions, and established McDonald’s as a responsive and inspirational brand.

Conclusion

The strategic initiatives implemented by McDonald’s during the McCafe launch showcased the brand’s ability to engage with the target audience while working within budget constraints. The Happinated game effectively captured the attention of the growing female gamer demographic and the broader 18-34 worker demographic.

Furthermore, the utilization of Twitter as a customer service and inspirational platform through @Happinated strengthened customer relationships, fostered brand advocacy, and amplified the campaign’s overall success. McDonald’s is highly satisfied with.

December 28 2022

GAAM Holiday Nerd Market – Crowdfunded and Made Free

ryan Case Studies charity, community management, design, product owner, social media, strategy, ui/ux

The GAAM Holiday Nerd Market started as another off-shoot of the GAAM Show, with the purpose of supporting the creators and small businesses in our community and culture.

This event was branded with idea of marring the holidays and nerd culture together visually (hence the font selection, color palette, and pixelated items), as well as from an experiential standpoint. Gaming, nerd items, and holiday decorations adorned the market to further establish the theme and intended mindset.

After two successful years, we took a break (as did most of the world), and finally made a welcomed returned in 2022! We made the shift to go crowdfunded and sponsored to achieve a free event for attendees AND for vendors (they were given the opportunity for a full refund after the secondary fundraising goals were hit)!

That was accomplished in less than 6 weeks. The crowdfunding campaign and strategy, the vendor curation, event production, design, and content creation…all in under 6 weeks. We sold out, doubled in attendance size, and utilized a time slot strategy to aid in congestion and attendee experience, while also pushing a vendor based agenda to assist in sales.

Below is a quick breakdown of the site and some of the philosophy behind it.

December 28 2022

GAAM Gladiators – Jacksonville’s Biggest Esports Event

ryan Case Studies accessibility, design, esports, event production, gaming, product ownership, project management, social media, strategy, ui/ux

This case study examines GAAM Gladiators, a significant milestone for esports in Jacksonville, with a particular emphasis on its groundbreaking contributions to accessibility in the esports industry. Drawing from previous experiences with event accessibility challenges and leveraging insights gained from other accessibility initiatives, GAAM Gladiators aimed to foster inclusivity and accessibility within the esports community.

This case study highlights the introduction of American Sign Language (ASL) interpretation during the livestream of the finals, the development of a dedicated esports event as a spin-off from the larger GAAM Show, and the implementation of innovative processes and design elements.

Additionally, the study explores how GAAM Gladiators successfully transitioned into an online gaming league during the COVID-19 pandemic, providing a safe outlet for students with medical risks. The results demonstrate the positive impact of prioritizing accessibility and inclusivity within the esports landscape.

Introduction

GAAM Gladiators represents a significant milestone for the esports industry in Jacksonville, focusing on fostering accessibility and inclusivity. This case study delves into the key initiatives undertaken by GAAM Gladiators to enhance accessibility and their transformative impact on the esports community.

Promoting Inclusivity

Based on past experiences, GAAM Gladiators recognized the importance of addressing accessibility barriers and sought to introduce American Sign Language (ASL) interpretation during the livestream of the event finals. This groundbreaking move aimed to enhance inclusivity and set a new standard for esports events.

Securing ASL Interpreter and Implementation

Through diligent searching, GAAM Gladiators found Katie McDaniels, a dedicated sign language interpreter willing to contribute her time to the event. The team successfully incorporated ASL signing into the livestream, marking the first instance of ASL inclusion during an esports event finals. This pioneering effort aimed to inspire other esports events to follow suit and prioritize accessibility.

Conceptualizing a Specialized Product

Recognizing the need for a dedicated esports event, GAAM Gladiators was conceived as a spin-off from the larger GAAM Show. The objective was to create the largest esports event ever witnessed in Jacksonville, specifically catering to the competitive gaming community.

User-Centric Design and Streamlined Processes

From a product standpoint, GAAM Gladiators introduced innovative processes and user flows that deviated from traditional esports event management. Careful consideration was given to the diverse user personas, including competitors, casual gamers, spectators, and online viewers. The aim was to ensure efficient and joyful user journeys, identifying and eliminating any constraints that hindered the desired user experience.

Expansion into New Products

To address areas beyond the scope of GAAM Gladiators, the team identified opportunities to develop additional products. This approach facilitated the creation of innovative solutions that extended accessibility and inclusivity in various aspects of esports.

Design Elements and Visual Identity

GAAM Gladiators established a visual identity centered around a sword and gladiator motif. This distinctive element, coupled with the traditional blue and white GAAM colors, became the hallmark of the event. The sword was incorporated into the logo, merchandise, trophies, and the venue itself, evoking a sense of excitement and competition.

Visual Aesthetics

Roman Columns and Statues The design concept extended to incorporating Roman columns and statues throughout the event venue, further enhancing the thematic experience and immersing participants in the gladiator ambiance.

Transitioning to an Online Gaming League during COVID-19

Adapting to the challenges posed by the COVID-19 pandemic, GAAM Gladiators formed a partnership with the University of North Florida (UNF) and provided an outlet for students who couldn’t participate in person due to medical risks. This collaborative effort aimed to maintain engagement and inclusivity during a challenging period.

Mathematical Resource Estimation

GAAM Gladiators developed a mathematical system to estimate staffing and equipment needs for conducting online tournaments within designated timeframes. This approach facilitated the smooth transition to online events and ensured efficient resource allocation.

Conclusion

GAAM Gladiators exemplifies a successful endeavor in advancing accessibility and inclusivity within the esports industry. Through pioneering efforts such as ASL interpretation, the creation of a dedicated esports event, and innovative design elements, GAAM Gladiators set a new standard for accessibility in the esports community. Additionally, the successful transition into an online gaming league during the pandemic demonstrated adaptability and commitment to inclusivity. The achievements of GAAM Gladiators serve as a testament to the transformative power of prioritizing accessibility within the esports landscape.

This was the initial promo video introducing the concept to our audience

Below you can see how the initial logo and the sword concept became married throughout the event, especially in the viral winners announcements.

And finally, the culmination of the hard work put in by everybody.

Thank you to Jeffrey Enriquez for putting together such a great video capturing what the event was about.

December 28 2022

Carolina Casualty Claims App

ryan Case Studies design, product ownership, strategy, ui/ux

The Carolina Claims app was developed to streamline the claim filing process, benefiting both users and insurance employees. This case study investigates the app’s design and implementation, emphasizing its transformative impact on the claims management domain.

Simplifying Claim Documentation and Agent Selection

The Carolina Claims app harnessed the capabilities of the device’s camera and GPS functionalities, enabling users to effortlessly document their claims. By capturing visual evidence and transmitting the data to insurance agents, the app significantly expedited the claims process.

Agent Finder and GPS Integration

The app seamlessly integrated an Agent Finder feature with GPS technology, facilitating the pairing of users with the closest available agent. This real-time matching functionality ensured prompt assistance and improved customer experience.

Streamlining Data Management and Policy History

Upon completion of the claims process, the app securely transmitted the collected information to a central database, streamlining data management for insurance agents. This automated transfer eliminated the need for manual entry and enhanced overall operational efficiency.

Policy History Integration

The information gathered through the app was seamlessly incorporated into the policy history, providing insurance agents with comprehensive data for future reference. This consolidation of information improved record-keeping and facilitated accurate policy management.

User Experience Research and Button Placement

Through user experience studies, the Carolina Claims app team identified the need to optimize button placement for improved usability. By positioning the “progression” button near the full width of the screen, slightly elevated from the bottom, user comfort and thumb reach were significantly enhanced.

Tailored Design for Different Devices

Recognizing the distinct user interactions on different devices, the app design accounted for variations in user behavior. While the phone version prioritized thumb reach, the tablet version adapted to the use of the pointer finger, optimizing actions for the common user posture.

Future Expansion and Feature Potential

The Carolina Claims app represents a foundational phase with the potential for future advancements. Planned features include VIN validation, image-based license verification, and other innovative functionalities, aimed at further streamlining processes and enhancing user experience.

Conclusion

The Carolina Claims app revolutionized the claim filing process by leveraging mobile device capabilities and user-centric design. By simplifying documentation, facilitating agent selection, and optimizing data management, the app enhanced efficiency and customer satisfaction. The strategic placement of buttons based on user experience research further improved usability. Looking ahead, the app’s future expansion promises additional features that will continue to enhance the lives of all stakeholders involved in the claims management process.

December 22 2022

Space GAAM – New Venue, Out of This World Creations and Do Gooding

ryan Case Studies accessibility, art direction, charity, design, event production, product owner, project management

Space GAAM was our biggest production to date. The cosplay cast was almost as huge as the theme! 😀

As with each GAAM Show, a new theme was created, with content and branding to match and align with the theme.”
However, with a move to a new venue, that was over double the size of the previous, new obstacles arose in terms of how to create, move, set-up, and breakdown the various environments/activation spots with a much bigger space (around 50,000 square feet).

The team stepped up, and team leaders were assigned to different themes and rooms, with others to assist.

Brittani did a fantastic job directing the art murals, and community crafting days were employed not only to engage the community, but also to get additional help in creating items needed for the event.

Gaming stations dedicated to Halo, rooms themed to Star Fox and Metroid, and so many nods were given to the various sci-fi games that have become a part of our culture.

Artists and gaming companies from all over the world contributed their work to be auctioned off for charity during our Charity Art Auction, raising several thousand for various causes.

The biggest moment, by far, had to be when Jay McGowan (“Whoot There It Is,” “Tootsee Roll,” “Space Jam,” and “Come on Ride the Train,”) performed “Space Jam/GAAM” as a surprise performance for the attendees. He truly cares about his city, and the love was definitely felt as he performed that night.

November 29 2022

Availity Sharepoint Redesign and Development

ryan Case Studies accessibility, design, ui/ux

It seems as though every large corporation uses Sharepoint, but nobody is really happy with the ui/ux of it. It was the same case with Availity, so we decided to redesign the Employee Benefits section of the Sharepoint.

Here was the old layout…

There were a lot of problems with the old layout.

1) TOO MANY NAVS!

There’s at least THREE navs in this layout. That’s if you don’t include the breadcrumb nav, the top ribbon, and the search bar.

2) Oddly placed header image.

That image doesn’t even fit the page properly.

3) Odd CTA. Almost nobody ever sees the ADP icon.

It’s so far over to the right, and the color is too desaturated to subconsciously create visual importance.

So here’s what I did…

The architecture of the site was completely revamped. We re-organized all of the content and streamlined everything. We also adopted a responsive layout for mobile users, and a more app-centric grid UI as most of the users were tech savvy (and pretty much everybody uses apps on their phone at this point).

This approach was applied throughout the site. Even sub-sections got their own iconic representation.

Everybody applauded the move to a fully iconic based UI. 🙂 I tried to make sure everything was symbolic and on brand, but just a little bit different to re-iterate the fact that this was a departure from the old experience.

Also, the search bar was given much more priority, and additional items such as the recycling bin, the ability to “like” pages, and other options were stripped away, as data showed that they were seldom used, and they seem to just add to user confusion.

Lastly, a drop down nav was implemented, as well as an active state for the current section that both reinforce the brand and add more awareness to exactly where the user is.

The end result was a happy department, happier users, and far less calls and emails asking where content was). 🙂