2021-2022
TEAM
Isabella – Product Designer
David Boni – Product Manager
Jonathan Buttle-Smith – Product Manager
Normunds Lauva - Product Manager
Piotr - UX/UI Designer
Isabella – Product Designer
David Boni – Product Manager
Jonathan Buttle-Smith – Product Manager
Normunds Lauva - Product Manager
Piotr - UX/UI Designer
Workshop Facilitation · UI Design · Rapid Prototyping · Blueprint & Journey Map Creation · Qualitative User Research · Usability Testing
What
As the energy landscape evolves, bp is transitioning from its traditional role as an International Oil Company, primarily concerned with resource production, to an Integrated Energy Company centered on providing comprehensive solutions to its customers. During my term working with bp through Emergn, I had the privilege to contribute to this journey by working on two projects: Fleet Mobile Payments and Smart Digital Engagements, each addressing unique facets of the consumer experience.
Smart Digital Engagements
2021-2022
Project Overview
The Smart Digital Engagements initiative at bp was designed to boost customer engagement using onsite screens connected to a global platform. These screens delivered localized promotions tailored to specific business needs.
The Challenge
bp, being a significant large entity, possesses an extensive amount of both quantitative and qualitative research data. A primary challenge was sifting through this extensive information, particularly the data related to customer missions provided by renowned research companies. The goal was to extract valuable insights from past and recent studies, refine this information, and use it to draft both current and future customer journeys.
Testimonial received from a bp business analyst
I'm a bp business analyst who was working with Isabella(...). Her work has been great. Trying to represent user journeys, touchpoints and systems on one diagram has been a complex task. The Murals Isabella has produced present the data very clearly and in a visually pleasing way. The research she has done to gather the data in such a small amount of time is impressive. She's very good at leveraging connections to find information and existing resources which can be applicable to the projects. This helped progress things quickly and avoid duplication of work. (...) I also appreciate how proactive Isabella is. She always asks and listens to everyone's ideas during meetings, and applies the feedback, which I think is a great quality.
Approach
1. Mapping:
In collaboration with bp's business analysts, product owners, and Emergn's Product Managers, I ventured into understanding the diverse customer missions and personas. This included:
- Review recent research reports to shape customer journey maps and blueprints.
- Integrating insights from several simultaneous projects and strategic goals.
2. Key Deliverables:
- UX Recommendations: Conducted usability tests on the SDE platform, drawing findings to refine the solution further.
- Blueprints & Journey Maps: Ensured alignment with the latest qualitative and quantitative research, focusing on BP's priority consumer personas missions like 'Food for Now', 'Rewards', and 'Quality Consumers'.
- Hypothesis & Experiments: Pinpointed potential experimental avenues in areas such as pre-order, refuel, mobility, convenience, and payment to test and validate ideas.
3. Usability Testing:
Engaging with other contractors within bp, I was instrumental in:
- Planning and facilitating usability tests on the platform designed for BP's marketing teams.
- Collaborating with fellow UX designers to synchronize usability testing objectives, formulating hypotheses, preparing tasks and scenarios, and designing prototypes.
- Utilizing BP's Dolvetail app for in-depth qualitative analysis post usability test sessions, ensuring that these findings were channeled into enhancing the interface.
BP Mobile Payments
2021
Project Overview
This initiative stemmed from a design sprint led by Emergn. After comprehensive interviews, persona development, and conclusive concept testing, BP approved the enhancement and execution of a solution. This solution allowed fleet drivers in Portugal to pay directly at the pump using their mobile phones, integrating their fleet card.
Challenge
My primary responsibility was to curate the final UI design and collaborate seamlessly with developers to bring this solution to life.
Approach
Ensuring user-centricity, I incorporated vital insights from my peers' initial round of user research validation. Utilizing BP's design system, I crafted mobile payment interfaces that not only resonated with BP's brand ethos but also streamlined my design workflow. I meticulously adhered to BP's guidelines, focusing on copywriting, iconography, and brand usage.
Outcome
The UI was delivered within the stipulated timeline, earning commendable feedback from stakeholders. My dedication to the project was acknowledged with the "Above & Beyond" Award at Emergn (2021, Q3). This nomination, endorsed by my colleagues at Emergn, attested to my capabilities and contributions:
Nomination
"Isabella exceeds by far [expectations], as she has consistently demonstrated strong knowledge of the product design process, being accountable for the completion of tactical deliverables and able to work independently with minor supervision(...) She is curious, always searching for the best practices to improve her work, and proactive in challenging the status quo and suggesting other ways for improvement. She is committed to delivering the best quality work, listening to client needs (and being flexible enough to accommodate without losing quality) and going the extra mile.(...) Isabella is a great co-worker, always available to share and help, actively contributing to the success of her project and practice colleagues(...)."