My team of 4 worked with a local dance hall to improve their customer experience. We focused on gathering qualitative data through individual observation, interviewing, and triangulation techniques. Individual findings were organized into detailed reports. Data from our individual efforts was combined and analyzed as a team.  Together, we organized observational data, identified customer jobs-to-be-done, prepared a research question, and interviewed experience participants. From these interviews, we discussed potential moments in the experience that matter the most to customers. Once we decided on the moment of connection as the most pivotal, we explored ways to deepen connections throughout the experience while also addressing blatant customer concerns.

A customer journey map was created and additional data was gathered through 4 different triangulation techniques.  Together, we created a customer profile featuring customer pains, positive elements, and needs. These 3 aspects were each addressed in a value map that offered pain relievers, gain creators, and product/experience solutions. Each of us calculated approximate metric forecasts for different measurements including NPS, CSAT, and LTV. From this value map, we also proposed a few solutions and prototyped one of the solutions in a short, 5-minute experience with 20 groups of approximately 4 people. 

The below presentation summarizes our creative process and findings. Additionally, the professional report details the findings, suggested action plan, and justification for each action and was generated for the company. 

Practice Love

My team of six worked together to fill the need of teenage youth in the Church of Jesus Christ of Latter-day Saints to overcome the detrimental effects of pornography. Our goal was to create an experience that gave youth practical tools to increase in love for themselves, love for and from others, and love for and from God. The deliverables pictured show the final write-up of the process and snapshots of the collaborative design-thinking process we engaged in. 

Together, we followed the design-thinking process to gain empathy for the youth, define the need, ideate solutions, create an experience prototype, and test the experience. After the first testing, we collected feedback and adjusted our experience to better address the needs given in the feedback. We tested the experience once again. It was difficult to create a highly-tailored experience in a team environment. Additionally, the experience was catered toward a group no member of the team was a member of. We overcame these obstacles by relying on each team member’s strengths and collecting empathy data. 

I created a personal website after learning the basics of HTML and CSS coding in a class at BYU. The assignment required several working tabs, an attached resume, an embedded video link, a live Tableau graph, and more. I was able to include each of the required elements and did so in a professional and esthetically-pleasing manner. Having barely learned the basics of coding, I had difficulty adding the live Tableau graphic to a page. The page I used had not been themed via a Bootstrap theme like the rest of my website. I coded it all from scratch. However, using the course materials, informational videos on YouTube, Teaching Assistants, and my imagination, I was able to create a page from scratch with a live graph embedded. The photos attached are taken from the website.

If you want to see the full website, you can find it here! Some of the information will be outdated, but the content is still relevant.

My employer asked me to host a demonstration for program participants at my place of employment. I work at a non-profit that offers an Equine-Assisted Learning experience. I was asked to create an informational flier and prepare a 30+ minute demonstration of a talent I could share with the women in the program. I researched, prepared, and delivered a demonstration teaching the women how to tie their “Cowboy Wild Rags”. Additionally, I used storytelling to tell the women why my family ties our Wild Rags the way we do. The purpose of these demonstrations is to create community and encourage women to come serve at the Barn and make friends. The participants loved my demonstration and I was asked to do it again in the near future. To tell my story to my liking, I needed more information about my family history which I could not obtain. I overcame this obstacle by doing what I could to find photos and artifacts from my family to supplement the limited information I had. This helped elevate the experience for the participants. The attached photos are of the flyer I created and of me and the women that participated in the demonstration. Additionally, I attached some photos of my great-grandfather and his father. These men were the subject of my family stories and having their photos at the demonstration supplemented my stories.