Pull | Experience Design

CAPABILITIES PRESENTATION

September 2012

Contents

IntroductionBrands We've HelpedServicesOur MethodologyProcess SamplesSuccess StoriesLeadership Bios

2© 2012 Pull Media LLC. All rights reserved.

Introduction

At Pull, we help businesses develop highly effective digital products and services.

We combine research and creativity to design powerful applications people love to use.

We work on projects large and small from desktop software to websites and mobile apps.


Brands We've Helped


Services

Digital Brand StrategyGenerative Studies / User ResearchPersona and Mental Models DevelopmentUser Experience (UX) StrategyInformation ArchitectureContent DevelopmentInteraction Design (Features and Behavior)User Interface (UI) Design (Detailed Visual Design)Animation, Video Design and ProductionRapid Prototyping and User TestingUI Architecture - HTML/CSS, HTML5/CSS3, Ajax, Js, iOS, Android.


Our Methodology

At Pull we use our generative research process to gather unique insights.

We then synthesize our findings through our creative process to design highly effective interactive media that connects with users in relevant and powerful ways.

© 2012 Pull Media LLC. All rights reserved. 6

Audit and Research

Gather Insights

Concept Development

Synthesize Findings

Interaction Design

Align Design with User

Assessment

Test and Measure


Audit and Research

After gathering detailed requirements from business stakeholders, we conduct generative studies to gather insights from your customers or end-users.

This step is crucial in designing applications that are relevant, intuitive and inviting to your users.

However, if you have already conducted your own research. No problem, we'll simply validate your findings and promptly move on to the next phase.

■ Requirements Gathering■ Stakeholder Interviews■ Design Audit■ Technology Audit

■ Customer Journey Mapping■ Generative Research■ Non-Directed User

Interviews■ Contextual Observations


UX Concept Development

■ UX Strategy Brief■ Conceptual Development■ Mental Models■ Technology Brief■ Information Architecture■ Content Development■ Concept Boards

Simply put, your UX strategy is your digital brand.

Your UX strategy is defined by what users can do, how they do it and what it feels like to them.

We synthesize our research findings to develop innovative solutions that engage users to more quickly adopt, more readily convert, more frequently use your application, as well as find it intuitive and easy to use.


Interaction Design

■ Interaction Design■ Animation and Video Design■ User Interface Design■ Touch Interface Design■ Graphic Design■ High Fidelity Prototyping■ UI Technical Architecture

A great idea, poorly executed, becomes a poor experience for the user, no matter how well targeted the strategy.

At Pull we excel at translating concepts into expertly executed digital products that are polished and beautiful. Applications that fulfill the strategic promise of a better user experience.

Our extensive knowledge of interaction design best practices, principles and techniques produces highly inviting and intuitive applications.


Assessment

■ Heuristic Analysis■ Stakeholder Walk-Throughs■ User Walk-Throughs■ Observation■ Quantitative Testing

Our user testing keeps us honest. (And on our toes.)

We do on occasion miss the mark. Design is not a perfect science. When that happens we're lucky we've built a highly flexible process that allows us to adjust the design easily and with minimal disruption to the production process.

This is why we are proponents of the "test early and test often" approach, also referred to as agile design.


Process Samples

At Pull we adapt and customize our process to fit your needs.

While some projects require an extensive technical design process combined with a rather succinct creative exercise, others are just the opposite.

In addition our work flow is agile and enables fast design sprints that are well suited to a rapid application development environment.


Non-Directed InterviewsOur user interview process is based on generative research that focuses on what users actually do.

Our open-ended yet moderated interview model enables us to discover unarticulated needs.

This approach also provides a much better window into how users understand their goals on their own terms.

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Sample of a prompts sheet for a non-directed interview.

© 2012 Pull Media LLC. All rights reserved.

Mental ModelsWe develop mental models from the data we gathered during our user interviews.

Mental model towers are used to prioritize and later align user defined tasks, with the application's functionality.

This is a powerful tool to help define user-centric content or functionality maps and begin the tasks analysis process from the user's angle.

14

Sample of a mental space sheet with mental model towers as part of a customer service application user study.


Conceptual and Creative DevelopmentAt Pull the word creative has a broad meaning. When we say creative we don't just mean content creation and visual design.

Our creative process is also about inventing new forms, features or functionality in direct response to our research findings.

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Concepts and user experience ideas from sketch to polished concept boards.


Content DevelopmentSometimes a good story needs to be told.

At Pull we have multiple years of agency experience and know-how to craft the right message, use the right tonality and thread a captivating interactive story together.

In addition, our copywriters know how to make dry and verbose technical content consumable on digital devices.


Application or Site MapsApplication or site maps offer a holistic view of the content and hierarchy with simple boxes representing individual screens/pages or chunks of content.


Use Case Flow DiagramsMapping out use case flows with descriptive diagrams that tie the user interface elements to specific functions is a great way to quickly and efficiently communicate design solutions to stakeholders.


High Fidelity PrototypingOur prototyping process starts with sketched diagrams that are intentionally unpolished so we can more quickly test layouts and flows.

These sketches actually are interactive digital prototypes that allow for early testing.

We then move on to applying the style and detailed design for further user acceptance and performance testing.


UI Technical ArchitectureInteraction design begets a deep knowledge of technology.

Our design approach incorporates UI architecture best practices early in the process and follows through with expert and pixel accurate code development.

Front-end code development can happen in parallel to our prototyping process so there is no loss of time.


Success Stories

Whether it's a sales increase of 80% with an Ecommerce website, creating a viral sensation, or registering momentous user adoption for a desktop application, we have often produced results beyond expectations.

© 2012 Pull Media LLC. All rights reserved. 21

WAAW

Social media as commerce enabler.

We designed a fully defined POC for the integration of social media and entertainment into an e-commerce platform.

A digital customer experience concept for one of Europe's largest loyalty program groups. The board unanimously approved the concept for production.

22

Social Commerce Platform POC


http://pullmediapa.com/demos/waaw/homepage.html

Southwest Airlines

Southwest Airlines needed to effectively communicate their new boarding process.

We created a microsite full of fun interactions that “dummied” down the dry subject matter and executed it in pure Southwest style.

The program was so successful, it created a customer buzz on Southwest's blog and fan letters were sent specifically praising this effort.

23

Customer Experience Communication Microsite


http://southwest.com/boardingschool

JPMorgan Chase & Co.

We created a series of mobile apps for JPMC's Human Resources division specifically targeted to a collegiate audience.

The apps have been well received within JPMC's recruitment stakeholder community as a positive step forward to position JPMC as a technology leader in addition to helping with their recruiting efforts.

24

RecruitU Smartphone App


JPMorgan Chase & Co.

This iPad app was designed to be used by recruiters while interacting with prospects.

The recruiters have all been very enthusiastic about the approach and welcomed having such an engaging tool to help accelerate their recruitment efforts.

25

Campus Recruiting iPad App


Essilor

Essilor wanted a creative tool to help eye care professionals educate their patients in the unique features of its Definity lens.

We developed an engaging and fun smartphone app to powerfully illustrate the Definity Lens competitive advantage. The app has garnered very positive response from its target audience.

26

Definity Lenses B2B Marketing Mobile App


Essilor

Essilor needed to overhaul their outdated green-screen lab management software.

We conducted extensive user research that uncovered great opportunities for significant UX advancements.

The application is garnering major support from the user community and has been unanimously approved by Essilor's advisory board.

27

Optical Lab Management Application


QRS Music

QRS Music's online retail platform handles a large variety of product categories.

From electronics, to piano parts and music CDs with more than 10,000 individual product SKUs.

Our design improved online merchandising dramatically and our improved UX with streamlined shopping and optimized checkout yielded an 80%+ increase in conversions.

28

E-Commerce


http://www.qrsmusic.com

HCA

A heart health outreach effort developed for the HCA group of nine Dallas area hospitals.

The website focuses on a highly engaging and entertaining approach to heart health education with the use of interactive video hosts who respond to user input during online surveys and fun quizzes.

The website received a 75% highest score approval through an independent study.

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HeartOne Heart Health Promotion and Education


http://pullmediapa.com/demos/heartone

HCA / Medical Center of Plano

Medical Center of Plano needed to effectively position their new Scoliosis Center back surgery practice.

We developed a highly engaging and interactive website with many educational features.

The website was extremely effective at generating interest as hundreds of phone inquiries came through during the initial launch period.

30

Scoliosis Center Informational Website


http://pullmediapa.com/demos/mcpscoli

Alpheus Communications

Alpheus needed to update their online presence with a more engaging website that reflected their stature in the marketplace.

Our conversion-driven user experience approach has resulted in a sharp increase in web generated inquiries.

31

Corporate Website


Design Leadership

David, Pull's Design Director and Principal is a recognized and published digital customer experience and UX thought leader.

A creative technologist with a keen sense for design solutions that deliver on strategy, David has close to two decades experience designing and producing innovative applications.

Over the years, David has accumulated a long track record of successful and award-winning digital media programs for some of the world’s largest organizations.


David Moskovic

Client Services Leadership

Kelly, Pull's Client Development Director and Principal is a seasoned media professional with a passion for superior client relationships.

With a background in traditional media Kelly has worked for some of the world's largest multi-media conglomerates in their radio and cable television divisions (AT&T, CBS, Gannett, Time Warner) creating media marketing solutions for some of the world's biggest brands (Anheuser-Busch, Coca-Cola, Macy's, McDonald's and Oscar Meyer) as well as regional and local businesses.


Kelly Moskovic

THANK YOU!

David [email protected] 228 7655

Pull Media LLC / PULL Experience Design6060 N Central Expy Ste 560Dallas TX 75206
