Service Aid & Information Design
Complex hardware systems have complex service tasks — the information and service aids need to sit as close to the issue as possible.
01 · Context
Information exactly when a technician needs it
Through user task analysis, formative user testing, and iterative design, I simplify service tasks and imagery to give technicians exactly the information they need, at the point they need it.
02 · Research & journey mapping
Understanding procedures and space constraints together
Alongside task analysis and user flowcharts, I use journey mapping to communicate service issues, then review early prototype systems with users and internal stakeholders to work out procedures and physical space constraints.
03 · Documentation & illustration
From reference photos to procedure layouts
After the initial review, I take detailed reference photos and begin working on illustrations and procedure layout options.
04 · Labeling & testing
Testing labels in context, again and again
Preliminary labels are laid out and placed in context to understand the full picture. We test with users and iterate on the fly as issues surface, continuing until the results hold up.
05 · A late-stage constraint
Redesigning labels with two weeks to release
On this project, the final layout was done when the available labeling space was drastically cut — with only two weeks left until release. With no time to re-test, I laid out the new labels using what we'd learned from earlier testing, and created separate user aids for information that no longer fit.
06 · Ongoing refinement
Reduced-content aids for shrinking systems
Design is never truly finished — we regularly incorporate user feedback and keep refining. As programs pushed the limits of system size, I generated new concepts for reduced-content service aids, exploring different locations and formats to surface only the most important information.