Problem

In the first week of August, my manager asked me to design some print collateral for an upcoming Mobile Team offsite. At that offsite, they would be gathering to discuss the future of the mobile app and come up with a North Star vision for the Duo Mobile Experience.

Objectives

Clearly illustrate the possible flows for users
Help the team to brainstorm opportunity areas
Facilitate ideation & discussion

It was one of the most challenging but rewarding projects I worked on during my internship. I was under a tight time constraint because the offsite was scheduled for the last week of internship, and work for my other project was also wrapping up. Because my time was so limited, I relied on lots on planning, communication with my manager, and ruthless editing of ideas.

Design Process

Scenarios

I started by brainstorming the scenarios relevant to the mobile experience and identifying the key phases (Education, Enrollment, Authentication, Onboarding, and Ongoing Use). This would narrow my ideation scope for how to design the poster(s).

Ideation

I had two main ideas for the design: poster/infographic style or journey map style. Poster style would allow for easier printing and flexible hanging around a conference room, but it would be more time-consuming to create. Moreover, my manager had envisioned more of a connected user flow, so we ultimately decided to go with the journey map style.

Mapping the Flows

Before I could start prototyping in Sketch, I had to map out detailed flows for the phases of the mobile experience. This process was the most challenging and took the most time, as I had to gather all the types of mobile devices, chart the different flows, and document the step-by-step user journey.

Hallway Testing

Along the way, I grabbed any coworker who passed by my whiteboard and asked for their insight, in case I had missed a possible use case. In the end, I made several modifications and additions, and I received positive feedback from the mobile team engineers and designers.

Iterate & Refine

I used Sketch to design the final journey map, going through several iterations to refine the details and colors for the print job. Shown below is the initial combination of all the phases and user flows, without the addition of screens.

Final Journey Map

During this project, not only did I challenge my design thinking abilities under immense time pressure, I also realized that, behind seemingly simple or mundane processes such as 2FA, there can be highly complex and nuanced user interactions.

The final product successfully served the purpose of the offsite: to clearly illustrate the possible flows for users and allow the team to brainstorm opportunity areas.

Duo Mobile journey map

Project duration: 2 Weeks