https://caitlynholland.com Caitlyn Holland Fri, 17 Apr 2026 23:19:25 +0000 https://caitlynholland.com en https://caitlynholland.com/Home Sat, 02 Dec 2023 15:18:35 +0000 Caitlyn Holland https://caitlynholland.com/Home Senior UX Designer with 8 years of experience building intuitive, accessible products across web and mobile platforms. Strategic thinker, clear communicator and cross-functional collaborator. <img width="2560" height="1440" width_o="2560" height_o="1440" data-src="https://freight.cargo.site/t/original/i/2da40f44099e381509243de47226b23ac6c31b492328b8178424361008575f15/Emergent_RMS_2560x1440_.png" data-mid="247444548" border="0" alt="Emergent RMS" data-caption="Emergent RMS" src="https://freight.cargo.site/w/1000/i/2da40f44099e381509243de47226b23ac6c31b492328b8178424361008575f15/Emergent_RMS_2560x1440_.png" /> <img width="2560" height="1440" width_o="2560" height_o="1440" data-src="https://freight.cargo.site/t/original/i/dcd237f1d2aac161745a521cb9da9c474d34ca821c0b7b2fe4604bb0c78b5c11/Designsystem_1_2560x1440_2.png" data-mid="212791626" border="0" alt="Cayuse Design System" data-caption="Cayuse Design System" src="https://freight.cargo.site/w/1000/i/dcd237f1d2aac161745a521cb9da9c474d34ca821c0b7b2fe4604bb0c78b5c11/Designsystem_1_2560x1440_2.png" /> <img width="2560" height="1707" width_o="2560" height_o="1707" data-src="https://freight.cargo.site/t/original/i/f3ad0c3ff07f49f24da818ddea2a03a4c1f7a10968d81a51e4221d2e26099c5a/NPS_cover_2560.png" data-mid="212807739" border="0" alt="Sponsored Projects NPS Research" data-caption="Sponsored Projects NPS Research" src="https://freight.cargo.site/w/1000/i/f3ad0c3ff07f49f24da818ddea2a03a4c1f7a10968d81a51e4221d2e26099c5a/NPS_cover_2560.png" /> <img width="1200" height="600" width_o="1200" height_o="600" data-src="https://freight.cargo.site/t/original/i/9e8946d26aec29a7770ede001293b0988e257b2ef2a3036b66a49fa878c07997/CrossApp_Final_1.png" data-mid="210987042" border="0" alt="Cross-App Product Development" data-caption="Cross-App Product Development" src="https://freight.cargo.site/w/1000/i/9e8946d26aec29a7770ede001293b0988e257b2ef2a3036b66a49fa878c07997/CrossApp_Final_1.png" /> <img width="5120" height="3416" width_o="5120" height_o="3416" data-src="https://freight.cargo.site/t/original/i/23f088a31c8c8fb382646a662be0b78ff42dc1faa104399e1c04b56f4e95a2cf/PF-Home_Mobile_25602x.png" data-mid="213749410" border="0" alt="Program Finder" data-caption="Program Finder" src="https://freight.cargo.site/w/1000/i/23f088a31c8c8fb382646a662be0b78ff42dc1faa104399e1c04b56f4e95a2cf/PF-Home_Mobile_25602x.png" /> <img width="800" height="905" width_o="800" height_o="905" data-src="https://freight.cargo.site/t/original/i/d21ac4a023b5348b80968afa4932bcb7eb99eb79e375384f8f6f7ae852b7b89b/rsd_library_image_2.png" data-mid="210987089" border="0" alt="Western Governors University's OSMT" data-caption="Western Governors University's OSMT" src="https://freight.cargo.site/w/800/i/d21ac4a023b5348b80968afa4932bcb7eb99eb79e375384f8f6f7ae852b7b89b/rsd_library_image_2.png" /> <img width="200" height="64" width_o="200" height_o="64" data-src="https://freight.cargo.site/t/original/i/8ab94d6ade966d051aefd6f8cde179eb59d86dc3f3e299e7f90420f252239152/CCC_logo_200x63.png" data-mid="210989400" border="0" src="https://freight.cargo.site/w/200/i/8ab94d6ade966d051aefd6f8cde179eb59d86dc3f3e299e7f90420f252239152/CCC_logo_200x63.png" /> <img width="300" height="118" width_o="300" height_o="118" data-src="https://freight.cargo.site/t/original/i/e44df64c88a5c0110cafb6f27bd137095333630c6f2c64e74af5006007f4882a/concentric-sky-logo-2018.png" data-mid="210989435" border="0" src="https://freight.cargo.site/w/300/i/e44df64c88a5c0110cafb6f27bd137095333630c6f2c64e74af5006007f4882a/concentric-sky-logo-2018.png" /> <img width="200" height="129" width_o="200" height_o="129" data-src="https://freight.cargo.site/t/original/i/33fc400abb7c3ef897257b10789598abd83736a77b6e24242f33ee51480903d9/cayuse_logo_200px.png" data-mid="210989899" border="0" src="https://freight.cargo.site/w/200/i/33fc400abb7c3ef897257b10789598abd83736a77b6e24242f33ee51480903d9/cayuse_logo_200px.png" /> <img width="300" height="111" width_o="300" height_o="111" data-src="https://freight.cargo.site/t/original/i/1d9fe56db6064c2392f09edbc00705c92b41f2634f0352b71fcab6ff14791816/Northeastern_logo_200px.png" data-mid="210989437" border="0" src="https://freight.cargo.site/w/300/i/1d9fe56db6064c2392f09edbc00705c92b41f2634f0352b71fcab6ff14791816/Northeastern_logo_200px.png" /> <img width="201" height="64" width_o="201" height_o="64" data-src="https://freight.cargo.site/t/original/i/820fdf54771e20ee28200b45873bedd626479b63be548833dd42b57a79303db8/WGU_logo.png" data-mid="210989528" border="0" src="https://freight.cargo.site/w/201/i/820fdf54771e20ee28200b45873bedd626479b63be548833dd42b57a79303db8/WGU_logo.png" /> “One of Caitlyn's greatest strengths is her collaborative approach to projects. She excels at fostering a shared sense of purpose and building strong relationships with cross-functional teams. Her contributions have consistently elevated the quality of our products, leading to improved user satisfaction and NPS scores.” — Ben Panning, CTO “Throughout our collaboration, Caitlyn actively participated in brainstorming sessions, conducted usability testing, and hosted user interviews, offering valuable insights and creative solutions to design challenges. Her collaborative approach fostered a productive and transparent working environment, driving our team towards shared goals and objectives.” — Chlesea Phelan, Project Manager for Sponsored Projects “What impressed me most about Caitlyn was her ability to evolve her designs based on user feedback and testing. She didn't just come up with requirements out of thin air - she really took the time to understand what our users needed and wanted.”— Essam Almansouri, Lead Software Engineer https://caitlynholland.com/Logos Tue, 14 May 2024 21:11:07 +0000 Caitlyn Holland https://caitlynholland.com/Logos <img width="2026" height="751" width_o="2026" height_o="751" data-src="https://freight.cargo.site/t/original/i/c6d42db5c71d9e2a50f0846f0c7600594906b909857931771aeb1f98ee8c1c47/Monogram-Wordmark_K.png" data-mid="210924262" border="0" src="https://freight.cargo.site/w/1000/i/c6d42db5c71d9e2a50f0846f0c7600594906b909857931771aeb1f98ee8c1c47/Monogram-Wordmark_K.png" /> <img width="300" height="108" width_o="300" height_o="108" data-src="https://freight.cargo.site/t/original/i/201ee104bfc5d87489a2355d9ee2611edaebc06c38a4d28fc588b9c4f5cf8a0b/ccc-logo-vfull-bl.svg" data-mid="210924253" border="0" src="https://freight.cargo.site/w/300/i/201ee104bfc5d87489a2355d9ee2611edaebc06c38a4d28fc588b9c4f5cf8a0b/ccc-logo-vfull-bl.svg" /> <img width="300" height="118" width_o="300" height_o="118" data-src="https://freight.cargo.site/t/original/i/60a0720afa6cf3c114e808bf6d333c0d8b930ab58f9dde0f982f72970678a24a/concentric-sky-logo-2018.png" data-mid="210924261" border="0" src="https://freight.cargo.site/w/300/i/60a0720afa6cf3c114e808bf6d333c0d8b930ab58f9dde0f982f72970678a24a/concentric-sky-logo-2018.png" /> <img width="300" height="64" width_o="300" height_o="64" data-src="https://freight.cargo.site/t/original/i/ea6984c4314ef4e81706c2c38804ae081d64e4d99fc63927633eec56c54ef978/WGU.svg" data-mid="210924431" border="0" src="https://freight.cargo.site/w/300/i/ea6984c4314ef4e81706c2c38804ae081d64e4d99fc63927633eec56c54ef978/WGU.svg" /> https://caitlynholland.com/Cayuse-Design-System Mon, 19 Feb 2024 22:08:25 +0000 Caitlyn Holland https://caitlynholland.com/Cayuse-Design-System Cayuse Design SystemTaking a design system from rudimentary documentation to 60+ shared components in one year, resulting in improved consistency, efficiency, and developer productivity across multiple products and advanced accessibility to meet WCAG 2.1AA standards. <img width="2560" height="1440" width_o="2560" height_o="1440" data-src="https://freight.cargo.site/t/original/i/825d5441385eb9ff0e02f5c9b601f71eb23ae752421eceb4758877ba3766d2ea/Designsystem_1_2560x1440_2.png" data-mid="214252803" border="0" src="https://freight.cargo.site/w/1000/i/825d5441385eb9ff0e02f5c9b601f71eb23ae752421eceb4758877ba3766d2ea/Designsystem_1_2560x1440_2.png" /> Role: Senior UX Designer Team: Viktor Andreiev (Front-End Developer),&nbsp;Nick Brosas (UX Designer), Iryna Dubiak (Front-End Developer), Vladimir Fedorchenko (Front-End Developer),&nbsp;Caitlyn Holland (Senior UX Designer), Shankar Tiwari (Front-End Developer)&nbsp; My Contribution: UX Design, Project Management Employer: Cayuse Skills: Project Management, UX Design, Accessibility&nbsp; Tools: Figma, Confluence, Airtable Timeline: 1 year User ProblemCayuse’s core business is aiding research administrators through the research lifecycle, a complex multi-step process that includes applying for a grant, budgeting, maintaining compliance, and sharing findings with the public. Cayuse had acquired a portfolio of products that addressed different phases of the lifecycle—products with fantastic functionality but very different designs. Because of these inconsistencies, using these products together as part of the research lifecycle led to a confusing user experience. Additionally, due to a company restructuring, instead of focusing on one product from the Cayuse suite, the two-person UX team was responsible for supporting all twelve (12) products. We could no longer work one-to-one, a single designer supporting a single product. We realized we needed to shift to a one-to-many approach to be as efficient as possible. <img width="668" height="80" width_o="668" height_o="80" data-src="https://freight.cargo.site/t/original/i/738049d1ffa06c84924ca75c8d9385cc89bd32dd261b6bac431e1e567b6fec83/Product-Logo-Sponsored-Projects.png" data-mid="214254841" border="0" src="https://freight.cargo.site/w/668/i/738049d1ffa06c84924ca75c8d9385cc89bd32dd261b6bac431e1e567b6fec83/Product-Logo-Sponsored-Projects.png" /> <img width="668" height="80" width_o="668" height_o="80" data-src="https://freight.cargo.site/t/original/i/3c30d276faaa348a3e672f7c8bc89d79334e6ef12cc8b90cbb2d5eada63e1fa0/Product-Logo-Animal-Procurement.png" data-mid="214254832" border="0" src="https://freight.cargo.site/w/668/i/3c30d276faaa348a3e672f7c8bc89d79334e6ef12cc8b90cbb2d5eada63e1fa0/Product-Logo-Animal-Procurement.png" /> <img width="668" height="80" width_o="668" height_o="80" data-src="https://freight.cargo.site/t/original/i/a0d9618a449f112e98f7b77ddd0f5c6c5dc52a8a6947849270d78b20011c4eac/Product-Logo-Ethics-Monitor.png" data-mid="214254833" border="0" src="https://freight.cargo.site/w/668/i/a0d9618a449f112e98f7b77ddd0f5c6c5dc52a8a6947849270d78b20011c4eac/Product-Logo-Ethics-Monitor.png" /> <img width="668" height="80" width_o="668" height_o="80" data-src="https://freight.cargo.site/t/original/i/2ad07149dc312e9fb0ecb12ea2b6533da1a9143feea834b04482cb027e10fe52/Product-Logo-Fund-Manager.png" data-mid="214254834" border="0" src="https://freight.cargo.site/w/668/i/2ad07149dc312e9fb0ecb12ea2b6533da1a9143feea834b04482cb027e10fe52/Product-Logo-Fund-Manager.png" /> <img width="668" height="80" width_o="668" height_o="80" data-src="https://freight.cargo.site/t/original/i/d8ec890d55154369990f36816e22269d33ddb0114f1dcb69f3fa5fb7b3c62ddc/Product-Logo-Admin.png" data-mid="214254831" border="0" src="https://freight.cargo.site/w/668/i/d8ec890d55154369990f36816e22269d33ddb0114f1dcb69f3fa5fb7b3c62ddc/Product-Logo-Admin.png" /> <img width="668" height="80" width_o="668" height_o="80" data-src="https://freight.cargo.site/t/original/i/bb0b30cd87cfbcf5bf2df8fa1fa69a14a7145f9bfd3675c89abcf60a584eaab7/Product-Logo-Proposals-S2S.png" data-mid="214254840" border="0" src="https://freight.cargo.site/w/668/i/bb0b30cd87cfbcf5bf2df8fa1fa69a14a7145f9bfd3675c89abcf60a584eaab7/Product-Logo-Proposals-S2S.png" /> <img width="668" height="80" width_o="668" height_o="80" data-src="https://freight.cargo.site/t/original/i/1ff99fb486ca8fde459c4ce863cd786ab76c79e0f57be302c39f23aff24c626e/Product-Logo-Home.png" data-mid="214254835" border="0" src="https://freight.cargo.site/w/668/i/1ff99fb486ca8fde459c4ce863cd786ab76c79e0f57be302c39f23aff24c626e/Product-Logo-Home.png" /> <img width="668" height="80" width_o="668" height_o="80" data-src="https://freight.cargo.site/t/original/i/b605914d1b963b58b6b7b06243656367daf770036ffbd707c159ae317c0a32c9/Product-Logo-Outside-Interests.png" data-mid="214254838" border="0" src="https://freight.cargo.site/w/668/i/b605914d1b963b58b6b7b06243656367daf770036ffbd707c159ae317c0a32c9/Product-Logo-Outside-Interests.png" /> <img width="668" height="80" width_o="668" height_o="80" data-src="https://freight.cargo.site/t/original/i/09488ea44ff8ec9d1c6d99db3e86acd62544e10e13adba2f7b38bad3927d85d7/Product-Logo-Platform.png" data-mid="214254839" border="0" src="https://freight.cargo.site/w/668/i/09488ea44ff8ec9d1c6d99db3e86acd62544e10e13adba2f7b38bad3927d85d7/Product-Logo-Platform.png" /> <img width="668" height="80" width_o="668" height_o="80" data-src="https://freight.cargo.site/t/original/i/e5ae9e63e5a1bfe51e13603a0237ee36603786f83717714ea3abc7de338295ad/Product-Logo-Human-Ethics.png" data-mid="214254836" border="0" src="https://freight.cargo.site/w/668/i/e5ae9e63e5a1bfe51e13603a0237ee36603786f83717714ea3abc7de338295ad/Product-Logo-Human-Ethics.png" /> <img width="668" height="80" width_o="668" height_o="80" data-src="https://freight.cargo.site/t/original/i/1e40dcfbce48d9b0f3a9a6fd547c7045b24d5289baad947d3b41ee52211b7eea/Product-Logo-Inventions.png" data-mid="214254837" border="0" src="https://freight.cargo.site/w/668/i/1e40dcfbce48d9b0f3a9a6fd547c7045b24d5289baad947d3b41ee52211b7eea/Product-Logo-Inventions.png" /> <img width="668" height="80" width_o="668" height_o="80" data-src="https://freight.cargo.site/t/original/i/45ab9bf31aa32ac6247bb86c95ef98e54dede91328a2eafc98b3fccec5306b77/Product-Logo-VivOps.png" data-mid="214254842" border="0" src="https://freight.cargo.site/w/668/i/45ab9bf31aa32ac6247bb86c95ef98e54dede91328a2eafc98b3fccec5306b77/Product-Logo-VivOps.png" /> Cayuse’s various product logos. GoalDesign and build a visually consistent, WCAG 2.1AA compliant, shareable library of components and patterns that incorporate best UX practices. This would serve as a foundation for current and future designs and could be used by anyone — product managers, designers, and developers — across all Cayuse products. The improved efficiency across products would save the company time and money. ProcessGather a teamPrioritize work&nbsp;Build Figma designs and Confluence documentation&nbsp;Work with developers to create interactive componentsShare components with other teams&nbsp; Gather a team&nbsp;Working with leadership, the UX team recruited four front-end developers across product teams to dedicate 10% of their capacity to work with UX on building out the Design System. This shared library of components and patterns would consist of on-brand visuals, clearly written documentation, and interactive, accessible prototypes. We called ourselves the Tech Guild. 2. Prioritize work We used the recently completed product VPATs (Voluntary Product Accessibility Template) to determine which components used across our products had the biggest accessibility violations, giving top priority to those with high usage and high severity. That way we could improve the accessibility of our products while making them consistent. Since we have forms on almost every page, it was no surprise that the “Button” component was at the top of the list. <img width="2560" height="1280" width_o="2560" height_o="1280" data-src="https://freight.cargo.site/t/original/i/017220f9699eeb625db8ff2e2848cdd4bd72852d65bd077b892c04e5cd8d4863/VPAT-with-button-highlighted_2560x1440.png" data-mid="212799517" border="0" src="https://freight.cargo.site/w/1000/i/017220f9699eeb625db8ff2e2848cdd4bd72852d65bd077b892c04e5cd8d4863/VPAT-with-button-highlighted_2560x1440.png" /> Spreadsheet of VPAT with a list of the components with WCAG Critical violations. 3. Build Figma designs and Confluence documentation The UX team worked together to develop the pixel-perfect look and feel of each component and pattern in Figma. We built prototypes for the advanced patterns and responsive views. At the same time, we wrote Confluence documentation to explain the usage and behavior in words, down to each state and error message. We defined the UX acceptance criteria for functionality, providing a guide to QA or anyone with a question about how a component should work.&nbsp; We frequently referenced W3C and Nielsen Norman Group for best practices to ensure we were giving users of all abilities the best possible experience. <img width="2560" height="1280" width_o="2560" height_o="1280" data-src="https://freight.cargo.site/t/original/i/7b87a99fd13c929b24063a42e88c2d446dcf4f17983db00d48e7cf2718735127/Button-Confluence-and-Figma_2560x1440_magenta.png" data-mid="212799861" border="0" src="https://freight.cargo.site/w/1000/i/7b87a99fd13c929b24063a42e88c2d446dcf4f17983db00d48e7cf2718735127/Button-Confluence-and-Figma_2560x1440_magenta.png" /> Confluence documentation and Figma designs for Button component.&nbsp; 4. Work with developers to create interactive components Tech Guild developers used our Figma designs and Confluence documentation to build out interactive prototypes in bit.dev. The UX team would review the components and work with the devs to ensure that the prototypes were accessible and consistent with our initial designs. This collaborative process of refining each component and pattern resulted in designs and documentation that improved the experience and functionality for both sighted and non-sighted users. <img width="2560" height="1280" width_o="2560" height_o="1280" data-src="https://freight.cargo.site/t/original/i/effe5a39edaefdb1bf3b293a31ce6ffe0357d977f4f72cc1ee09927eb9a7dd63/Button-bitdev_2560x1280.png" data-mid="212800189" border="0" src="https://freight.cargo.site/w/1000/i/effe5a39edaefdb1bf3b293a31ce6ffe0357d977f4f72cc1ee09927eb9a7dd63/Button-bitdev_2560x1280.png" /> Button shared component with compositions in bit.dev.&nbsp; 5. Share components with other teams Once we had a finished component in bit.dev, we shared it with other team lead developers to use in their products. While not all teams could use the code due to different tech stacks, all teams could reference the designs, documentation, and prototypes to understand the intended look, feel, and functionality. Results The time and effort we put into the shared library has resulted in improved efficiency and accessibility across products. After one year, the Tech Guild had created 60 shared components and patterns in bit.dev. Additionally, we built a core group of lead developers who realized the Design System’s value and became evangelists, actively advocating for its use.&nbsp; <img width="2800" height="2162" width_o="2800" height_o="2162" data-src="https://freight.cargo.site/t/original/i/76a7ea068e7fbda63d75a1d2b32254d70d349b543d7a52ba2f5b786021ab082a/Cayuse-Design-System-compilation.png" data-mid="214252611" border="0" src="https://freight.cargo.site/w/1000/i/76a7ea068e7fbda63d75a1d2b32254d70d349b543d7a52ba2f5b786021ab082a/Cayuse-Design-System-compilation.png" /> Accessibility improvements Before and After <img width="377" height="147" width_o="377" height_o="147" data-src="https://freight.cargo.site/t/original/i/39a5abcf226c296b1e248865ec106506b8c20711b1c538cdf87bf4982eac87ec/Button-focus-state_before.png" data-mid="212801434" border="0" src="https://freight.cargo.site/w/377/i/39a5abcf226c296b1e248865ec106506b8c20711b1c538cdf87bf4982eac87ec/Button-focus-state_before.png" /> BeforeFocus indicator does NOT have a 3:1 contrast ratio with adjacent colors. <img width="377" height="147" width_o="377" height_o="147" data-src="https://freight.cargo.site/t/original/i/fa28a7668cef34be4dfd8b01324f04cca7d015eab86ea8f8243c05f784bc6174/Button-focus-state_after.png" data-mid="212801435" border="0" src="https://freight.cargo.site/w/377/i/fa28a7668cef34be4dfd8b01324f04cca7d015eab86ea8f8243c05f784bc6174/Button-focus-state_after.png" /> After&nbsp;Focus indicator DOES have a 3:1 contrast ratio with adjacent colors. <img width="401" height="157" width_o="401" height_o="157" data-src="https://freight.cargo.site/t/original/i/084a08bef23dc82dccf05c66bc26f753b8a8f8cc5363c4838185c64449a7a8ee/Secondary-botton_before.png" data-mid="212804283" border="0" src="https://freight.cargo.site/w/401/i/084a08bef23dc82dccf05c66bc26f753b8a8f8cc5363c4838185c64449a7a8ee/Secondary-botton_before.png" /> BeforeType on the secondary button did NOT meet WCAG 2.0 AA contrast ratio of 4.5:1 with the background.&nbsp; <img width="401" height="157" width_o="401" height_o="157" data-src="https://freight.cargo.site/t/original/i/2fcd6075067e3309161d8b3bb7ee35fabf651e175355a9c45b1385303e710c69/Secondary-botton_after_2.png" data-mid="212804403" border="0" src="https://freight.cargo.site/w/401/i/2fcd6075067e3309161d8b3bb7ee35fabf651e175355a9c45b1385303e710c69/Secondary-botton_after_2.png" /> AfterType on the secondary button does meet WCAG 2.0 AA contrast ratio of 4.5:1 with the background. <img width="448" height="176" width_o="448" height_o="176" data-src="https://freight.cargo.site/t/original/i/dca3119dc7a982d381b4e140b2115ecae98ef9431109d5da98bbb365a97362b7/Toggle_-Before.png" data-mid="214254972" border="0" src="https://freight.cargo.site/w/448/i/dca3119dc7a982d381b4e140b2115ecae98ef9431109d5da98bbb365a97362b7/Toggle_-Before.png" /> Before Green color was inconsistent with other interactive elements, and the words “Yes” and “No” required translation for international users. <img width="418" height="172" width_o="418" height_o="172" data-src="https://freight.cargo.site/t/original/i/772c8a157f63b8eef12719bfdaa50f274c9bcd1457115dff92086d3726a4c951/Toggle_-After.png" data-mid="214254971" border="0" src="https://freight.cargo.site/w/418/i/772c8a157f63b8eef12719bfdaa50f274c9bcd1457115dff92086d3726a4c951/Toggle_-After.png" /> AfterBlue is consistent with our branding and other interactive elements and checkmark and “x” symbols do not require translation. &nbsp;“One of Caitlyn's greatest strengths is her collaborative approach to projects. She excels at fostering a shared sense of purpose and building strong relationships with cross-functional teams. Her contributions have consistently elevated the quality of our products, leading to improved user satisfaction and NPS scores.” — Ben Panning, CTO https://caitlynholland.com/Emergent-Records-Management-System Fri, 17 Apr 2026 23:19:25 +0000 Caitlyn Holland https://caitlynholland.com/Emergent-Records-Management-System Emergent Records Management SystemBuilding a Records Management System ​(RMS) so that Battalion Chiefs, Data Analysts, QA and Billing Departments could access critical data. &nbsp; <img width="2560" height="1440" width_o="2560" height_o="1440" data-src="https://freight.cargo.site/t/original/i/2da40f44099e381509243de47226b23ac6c31b492328b8178424361008575f15/Emergent_RMS_2560x1440_.png" data-mid="247435500" border="0" src="https://freight.cargo.site/w/1000/i/2da40f44099e381509243de47226b23ac6c31b492328b8178424361008575f15/Emergent_RMS_2560x1440_.png" /> Role: Lead UX Designer Team: Jonathan Bron (Senior Product Manager, Experience),&nbsp;Louis Byers (Director of Engineering), Jayna Bergerson (Senior UX Designer), Amy Myers (Senior UI Designer)&nbsp; My Contribution: UX Research, UX Design Employer: Emergent Public Safety Software Skills: Collaboration, Interviews, Workflow Diagrams, Service Blueprint&nbsp; Tools: FigJam Timeline: Five months User ProblemEmergent’s iOS mobile app would send critical patient information, collected on-scene by first responders, to a proprietary desktop platform. It then went to a separate, third-party back end, to be submitted to state and federal agencies. Once the data reached that point, it disappeared from the desktop app, becoming difficult for the users—including fire department Battalion Chiefs, data analysts and billing departments—to access. This was a problem because the user needed the data to conduct their own QA to understand whether procedures were effective, response times were improving, and to track insurance payments. GoalBuild a RMS (Record Management System) to display and edit iOS data in the web portal, have the data be retrievable by multiple users, and submit to state and federal agencies while complying with NEMSIS and HIPAA standards. ProcessDevelop timelineConduct Discovery&nbsp;Validate with users&nbsp; Develop timeline&nbsp;As the lead designer, I met with the Senior Product Manager and the Director of Engineering to plan this highly ambitious task. My job was to represent the design team and ensure that we had time for adequate research, discovery, revisions, and of course, unforeseen surprises. Our original timeline was 9 months. Because leadership needed to have a saleable product by a critical May conference, they told us to make it 5. 2. Conduct Discovery Thankfully, we had easy access to the critical users of the RMS: Firefighters, EMS personnel, Chiefs, Data Analysts, and Admins. I conducted interviews with each user group and compiled the data to see where patterns were emerging. I created a Service Blueprint to determine the MVP solution and guide the development process, ensuring that we were building a solid foundation that we could enhance with future functionality. What are you looking for when you log into your RMS? Who needs to get their work done before you can do yours? What is your biggest frustration with your current RMS? &nbsp; <img width="3024" height="4032" width_o="3024" height_o="4032" data-src="https://freight.cargo.site/t/original/i/ba5274ba8081ec9497391be335220e504b3257847732af35fd4d9ac42cc500a7/Whiteboard_workflow.png" data-mid="247444099" border="0" src="https://freight.cargo.site/w/1000/i/ba5274ba8081ec9497391be335220e504b3257847732af35fd4d9ac42cc500a7/Whiteboard_workflow.png" /> <img width="747" height="1106" width_o="747" height_o="1106" data-src="https://freight.cargo.site/t/original/i/9033c39cadac2815d09554747cecbba3e6aca7bed419c0efdc8f4bad2f50f796/Screenshot-2025-02-07-at-11.52.45AM.png" data-mid="247517759" border="0" src="https://freight.cargo.site/w/747/i/9033c39cadac2815d09554747cecbba3e6aca7bed419c0efdc8f4bad2f50f796/Screenshot-2025-02-07-at-11.52.45AM.png" /> Whiteboard from an early in-person working session, and the start of a workflow diagram. <img width="6400" height="9408" width_o="6400" height_o="9408" data-src="https://freight.cargo.site/t/original/i/0b8f76456f44dc54864163b5c5d982399db65b8ddc3ca32e01dbccac90ebe42a/RMS-layout.png" data-mid="251320602" border="0" src="https://freight.cargo.site/w/1000/i/0b8f76456f44dc54864163b5c5d982399db65b8ddc3ca32e01dbccac90ebe42a/RMS-layout.png" /> Service Blueprint that I validated with users to make sure we were building a solid foundation for our MVP solution. 3. Validate with users I validated my work with stakeholders during our monthly Advisory Board meetings. Any changes were incorporated into the service blueprint and shared with our internal team, since I continued to meet weekly with Engineering and Project Management to give updates and meet our tight deadline. At the same time, I was also managing the design team to coordinate the massive data needs for NERIS and NEMSIS, and reviewing UI designs. The biggest surprise was when we discovered a half-finished front end design- when we learned it was salvageable, we utilized that to save time and make our deadline. <img width="2560" height="1440" width_o="2560" height_o="1440" data-src="https://freight.cargo.site/t/original/i/bc600b0257a713f17dfc9719fb3b01c43daec32df74744d39fbcab2281f29e1d/RMS_early-layout_2560x1440_.png" data-mid="247444008" border="0" src="https://freight.cargo.site/w/1000/i/bc600b0257a713f17dfc9719fb3b01c43daec32df74744d39fbcab2281f29e1d/RMS_early-layout_2560x1440_.png" /> Early layout of the desktop front end that was resurrected to make our agressive timeline. Results Ultimately, we decided to focus on the data input from the firefighter for MVP. We met our May 1 deadline and delivered the critical NEMSIS-compliant functionality that allowed the sales team to secure 3 additional customers, generate interest at a critical conference, and achieve $275,000 in sales in the first few months. “Caitlyn consistently conducts thorough research to understand how the end users of a product interact with it, and to uncover the root causes of their pain points. She brings those insights back to the team, sharing context, stories, and concrete examples that deepen our collective understanding of the domain.” — Louis Byers, Director of Engineering <img width="2320" height="3088" width_o="2320" height_o="3088" data-src="https://freight.cargo.site/t/original/i/27eb3a393031727a9ca0abd79a9ca21724a0f8ac96077126a11b83ef90f065cc/IMG_6119.jpeg" data-mid="247437046" border="0" src="https://freight.cargo.site/w/1000/i/27eb3a393031727a9ca0abd79a9ca21724a0f8ac96077126a11b83ef90f065cc/IMG_6119.jpeg" /> <img width="3024" height="4032" width_o="3024" height_o="4032" data-src="https://freight.cargo.site/t/original/i/4c875e892b22686293e371e635486813263878e0f96ed6da2d4923bdcfef0bd0/IMG_6108.jpeg" data-mid="247437048" border="0" src="https://freight.cargo.site/w/1000/i/4c875e892b22686293e371e635486813263878e0f96ed6da2d4923bdcfef0bd0/IMG_6108.jpeg" /> I jumped in with the Station 67 crew at Tualatin Valley Fire and Rescue to gather invaluable field exprience during a ride along.&nbsp; x https://caitlynholland.com/Sponsored-Projects-NPS-Research Wed, 10 Apr 2024 17:55:32 +0000 Caitlyn Holland https://caitlynholland.com/Sponsored-Projects-NPS-Research Sponsored Projects NPS ResearchLed UX research and synthesized data to fuel immediate change and increase NPS by 39 points. <img width="2560" height="1707" width_o="2560" height_o="1707" data-src="https://freight.cargo.site/t/original/i/2015bbd9e83a990c565daba7bc2747fd0be60bf34e4a6b282cec6bd1a69bd96e/NPS_cover_2560.png" data-mid="214255974" border="0" src="https://freight.cargo.site/w/1000/i/2015bbd9e83a990c565daba7bc2747fd0be60bf34e4a6b282cec6bd1a69bd96e/NPS_cover_2560.png" /> Role: Senior UX Designer and Researcher Team: Caitlyn Holland (Senior UX Designer), Chelsea Phelan (Product Manager)&nbsp; My Contribution: UX ResearchEmployer: Cayuse Skills:&nbsp;Interviewing, Data Parsing and Synthesizing Tools: Pendo, Calendly, Zoom, Airtable Timeline: 3 months User ProblemOne of our flagship products, Sponsored Projects (SP), had a NPS (Net Promoter Score) that consistently lingered in the negative double digits. Since NPS is a measurement of customer loyalty and overall satisfaction, we knew we were in trouble and at risk of customer churn, and needed to turn it around — fast. GoalGain a deep, actionable understanding of the factors contributing to low NPS scores among our customer base. These insights would inform and prioritize product improvements, enhance customer support, and contribute to targeted retention strategies. Process Recruit users and conduct interviewsParse and synthesize raw dataCreate summary document to inform roadmap planning Recruit users and conduct interviewsUsing Pendo, our insight and analytics tool, we recruited users who gave a detractor NPS (0 – 6) and left an insightful comment. I wrote the initial and follow-up emails that (along with a $25 gift card) resulted in five SP users signing up to share their insights. Over the course of three weeks, our two-person team used the questions that I prepared to conduct 30-45 min interviews with each user. We knew we were dealing with unhappy people, so we used that small window of time to build rapport, learn about their usage in the system, and discover their biggest pain points. What’s the first thing you do after you sign in? How do you know if you are successful? What’s one thing you would change about the product? 2. Parse and synthesize raw data With Zoom transcripts in hand, we parsed the interviews and entered the data into Airtable, a relational database that allowed us to add multiple themes and tags. Each data point was designated as a positive comment, neutral comment, pain point, or a suggestion. As themes began to emerge, we grouped and sorted the data to better understand users' roles and responsibilities, workflows, good and bad days, and the things they wanted to change most about our system. &nbsp; <img width="2437" height="1126" width_o="2437" height_o="1126" data-src="https://freight.cargo.site/t/original/i/c007376da7f9cb09423b33f1ed67195d8667c2c21073e3c86fd508a6b77d1eb3/Artboard-8.png" data-mid="209007157" border="0" src="https://freight.cargo.site/w/1000/i/c007376da7f9cb09423b33f1ed67195d8667c2c21073e3c86fd508a6b77d1eb3/Artboard-8.png" /> I entered datapoints from five interviews into Airtable for organizing and sorting.&nbsp; “If I could fix one thing it would be navigability. There’s no ‘Back to search results’ button. If I search by Sponsor and they have 30 different projects and I select the wrong one, I have to seach all over.” — Sponsored Projects user “I love the potential of Cayuse, where you can create an ecosystem around a project. Any complex project requires tens of emails, many documents, different versions of documents. If I can have a web-base product that can keep track of this for me, with a history, separated from other projects- that is an added value. Otherwise, I have to do it with email.”— Sponsored Projects user “Because the system doesn't auto-calculate things, I have to keep an Excel workbook open to keep track of everything and there is STILL human error risk.”— Sponsored Projects user 3. Create summary document to inform Roadmap Planning To simplify the large amount of data compiled in Airtable, we created a thorough summary document that could be shared with other teams across the company. We boiled it down to high-level takeaways of the themes and included direct quotes (because sometimes, it’s more impactful to hear it in the user’s own words). We also wrote a strategic action plan to address the major pain points, and focused first on those that could be alleviated with the smallest amount of developer effort. Tackling the highest-value, lowest-effort issues could deliver high impact within a two-week sprint, and more robust functionality could take a quarter or more. <img width="2560" height="1280" width_o="2560" height_o="1280" data-src="https://freight.cargo.site/t/original/i/7f8d37eebbcb0f9b947e8764cef7a181f7bf88b5211b727c2e35c0f407f5a1b9/NPS-Discovery_3-pages.png" data-mid="212807731" border="0" src="https://freight.cargo.site/w/1000/i/7f8d37eebbcb0f9b947e8764cef7a181f7bf88b5211b727c2e35c0f407f5a1b9/NPS-Discovery_3-pages.png" /> I compiled the results of the research into a 19-page document to share across the company.&nbsp; ResultsThe NPS research enabled us to have a much deeper understanding of SP users and their pain points. The insights revealed opportunities for feature enhancements within SP, as well as a bigger picture of where we could improve touch points across the entire customer and user experience. User’s frustrations helped to fuel immediate change across the company, as we shared the findings with Sales, Implementation, and Customer Success. The strategic action plan clearly laid out the next steps for SP, and as the prioritized changes were incorporated into sprints, we saw SP’s NPS score increase 39 points. Implementation-related improvements: Involve end users in implementation meetingsConfirm that legacy data transferred properly into Cayuse Usability improvements Improve in-system automation to generate sponsor info, validate form fields, etc. Create configurable views for Reporting Routing needs to be more flexible to avoid work-arounds Customer education improvements: Continue to build out Pendo Help CenterContinue to build robust documentationCreate short, targeted training videos for reference <img width="1065" height="455" width_o="1065" height_o="455" data-src="https://freight.cargo.site/t/original/i/638bf6377582ca698430c368fe15946d31a431f0d0c586f880e4aefeffede84e/Sponsored-Projects-NPS-Nov-2023_last-180-days.png" data-mid="214256766" border="0" src="https://freight.cargo.site/w/1000/i/638bf6377582ca698430c368fe15946d31a431f0d0c586f880e4aefeffede84e/Sponsored-Projects-NPS-Nov-2023_last-180-days.png" /> Pendo’s monthly NPS displays a 39 point increase.&nbsp; “Throughout our collaboration, Caitlyn actively participated in brainstorming sessions, conducted usability testing, and hosted user interviews, offering valuable insights and creative solutions to design challenges. Her collaborative approach fostered a productive and transparent working environment, driving our team towards shared goals and objectives.” — Chlesea Phelan, Project Manager for Sponsored Projects https://caitlynholland.com/Cross-App-Product-Development Sun, 10 Mar 2024 17:59:42 +0000 Caitlyn Holland https://caitlynholland.com/Cross-App-Product-Development Cross-App Product DevelopmentCross-team collaboration to enhance shared functionality. Role: Senior UX Designer Team: Essam Almansouri (Lead Developer for Sponsored Projects), Nick Brosas (UX Designer), Caitlyn Holland (Sr. UX Designer), Nate Owen (Product Manager for Admin and Platform), Chelsea Phelan (Product Manager for Sponsored Projects), Jeff Uhlorn (Product Owner for Sponsored Projects),&nbsp; Emily Yeomans (Product Content Manager) My Contribution: UX Design, Project Management, UX Research, Moderated Usability Testing Employer: Cayuse Skills: UX Research, Cross-Team Collaboration, Internal Usability Testing Tools: Lucidchart, Figma, Lyssna, Pendo Timeline: 9 months User ProblemCayuse had two main products with basic “Task” functionality: Sponsored Projects (SP) and Platform. Users had the ability to assign a "to-do" to an individual, give a description of the task, and enter a due date. But users needed more, including the ability to add comments, tags, reminders and attachments. Additionally, the current task functionality was inconsistent between the two products, reflecting a lack of shared code that ultimately hurt the user experience. <img width="1155" height="664" width_o="1155" height_o="664" data-src="https://freight.cargo.site/t/original/i/e950cda700f41ecebdc32aa00d8e99b787fbbba8d5579550e7d06c33a1089ded/Screen-Shot-2023-09-19-at-10.17.17-AM.png" data-mid="206431895" border="0" src="https://freight.cargo.site/w/1000/i/e950cda700f41ecebdc32aa00d8e99b787fbbba8d5579550e7d06c33a1089ded/Screen-Shot-2023-09-19-at-10.17.17-AM.png" /> Before: Modal design without the functionality to add an attachment. GoalGive users the ability to add attachments to a task. We wanted a single solution that would work across multiple products and be efficient with design and development time. That meant a lot of collaboration, communication, and compromise across SP and Platform teams. Adding attachments was the first phase in the long term plan to enhance Tasks. We knew that if we did it right, we could build a unifying piece of robust functionality in an otherwise very siloed portfolio of products. Please note: Due to confidentiality, only work that is currently in production is displayed. ProcessDraft and prioritize a work plan Develop low-fidelity workflows in LucidchartDevelop high-fidelity designs in FigmaConduct moderated usability testingRevise Figmas and draft Acceptance Criteria (AC) Draft and prioritize a work planWorking with the Product Managers (PMs), Product Owners (POs), and lead developers from Sponsored Projects and Platform, I drafted a written document of desired cross-app functionality. It included a brief description of the feature enhancement, any existing epics or user stories, notes, questions, potential snags and a rough estimate of developer effort. From there, the PMs and POs reviewed their own road maps, previous client commitments, etc. and compromised on the preferred order to tackle the enhancements. I set up a weekly 30 min meeting so we could touch base on design developments, prioritization, and keep communication open between the two teams. 2. Develop low-fidelity workflows in Lucidchart Since basic functionality to create and update a task already existed across our products, I used Lucidchart to document the current workflows and discover where we could improve the user experience. With all the plans we had in mind for “Tasks” beyond adding and deleting attachments, I quickly realized that the current modal design was not going to cut it. My first recommendation was to move to a new page, and the team agreed. White space, here we come! <img width="5755" height="7830" width_o="5755" height_o="7830" data-src="https://freight.cargo.site/t/original/i/36ec9f4b5b3afb9d2c70360e1fcb1e254f06d831018188929a92fc05c1b1f59a/Artboard-1.png" data-mid="208835298" border="0" src="https://freight.cargo.site/w/1000/i/36ec9f4b5b3afb9d2c70360e1fcb1e254f06d831018188929a92fc05c1b1f59a/Artboard-1.png" /> Low-fidelity Lucidchart workflows to create, view, edit and delete an attachment.&nbsp; &nbsp; 3. Develop high-fidelity designs in Figma Once our workflows had team approval, I moved to Figma to create high-fidelity designs and click-through prototypes. Working with the content developer, we got into the details and explained the technical restrictions on attachment size, quantity, and any error states that could be triggered. Our two-person UX team then built out the prototypes to make sure every workflow was accounted for. <img width="2560" height="1280" width_o="2560" height_o="1280" data-src="https://freight.cargo.site/t/original/i/48306b52334720d2352b93a4fcf152d5d42a974b64f2b7c71fad2edd302e70a4/CrossApp_2.png" data-mid="213671147" border="0" src="https://freight.cargo.site/w/1000/i/48306b52334720d2352b93a4fcf152d5d42a974b64f2b7c71fad2edd302e70a4/CrossApp_2.png" /> High-fidelity Figma layouts for adding one or more tasks.&nbsp; 4.&nbsp;Conduct moderated usability testing I conducted moderated usability testing with internal, customer-facing stakeholders to discover ease of use for adding and deleting an attachment. As always, it revealed areas for improvement (even functionality we were not intentionally testing- like scroll position) and places we could improve consistency across products. 5. Revise Figmas and draft Acceptance Criteria (AC) After reviewing the testing feedback with the team, we revised the Figma designs to develop an MVP solution that solved the business objective and was user-friendly. With a final thumbs up from engineering, I drafted Acceptance Criteria to hand off with the designs so that everyone would be on the same page about expectations for look, feel and functionality. <img width="2560" height="1280" width_o="2560" height_o="1280" data-src="https://freight.cargo.site/t/original/i/cbe512294899f581f0dba69881aa713e1741d7b1aabe6de5db828b8141c4698d/CrossApp_Final_3.png" data-mid="213671162" border="0" src="https://freight.cargo.site/w/1000/i/cbe512294899f581f0dba69881aa713e1741d7b1aabe6de5db828b8141c4698d/CrossApp_Final_3.png" /> Final designs in production for adding an attachment to a new task. Results &nbsp; Users love the ability to add attachments to tasks. We observed a spike in usage after implementation and in a follow-up meeting, a Customer Advisory Board member said "Tasks was rudimentary before the latest enhancement and ability to add an attachment.” While this was only the first step in the “Tasks” enhancement work, it was a critical one. Our weekly meetings fostered a more collaborative, transparent environment that reduced siloing and increased communication between products. This set a precedent for growing shared functionality efficiently and easily. "Tasks was rudimentary before the latest enhancement and ability to add an attachment.”— Customer Advisory Board member <img width="1155" height="664" width_o="1155" height_o="664" data-src="https://freight.cargo.site/t/original/i/e950cda700f41ecebdc32aa00d8e99b787fbbba8d5579550e7d06c33a1089ded/Screen-Shot-2023-09-19-at-10.17.17-AM.png" data-mid="206431895" border="0" src="https://freight.cargo.site/w/1000/i/e950cda700f41ecebdc32aa00d8e99b787fbbba8d5579550e7d06c33a1089ded/Screen-Shot-2023-09-19-at-10.17.17-AM.png" /> New Task: Before <img width="999" height="763" width_o="999" height_o="763" data-src="https://freight.cargo.site/t/original/i/325b2f4b11a087cec975fc443962d6f3b9cad62bbc608f6afdf7222980d4279a/NewTask_fullpg.jpg" data-mid="213671374" border="0" src="https://freight.cargo.site/w/999/i/325b2f4b11a087cec975fc443962d6f3b9cad62bbc608f6afdf7222980d4279a/NewTask_fullpg.jpg" /> New Task: After “Caitlyn is highly organized and very detail-oriented in all aspects of her research, usability testing, design thought process and Figma file creations. Her Acceptance Criteria documents are well-organized and written with such clarity it makes my job as Product Owner a breeze.”&nbsp; — Bridget Barr, Product Owner https://caitlynholland.com/Western-Governors-University-s-OSMT Sun, 06 Mar 2022 00:31:29 +0000 Caitlyn Holland https://caitlynholland.com/Western-Governors-University-s-OSMT Western Governors University's OSMTA zero-to-one project to create an open skills library-building tool for the largest online university in the U.S. Role: Lead UX Designer Team: Jon Plummer (Director of UX), Joey Bruckner (Director of Project Management), Angelica Bunyi (UX Designer), Dria Rock (UX Designer), Jesse Holk (UI Designer), Adam Barton (Creative Director), Megan Smith (Accessibility Specialist), Nancy Johnson (UX Content Writer), Matthew Wiggins (Lead Engineer) Julian Cleary (Engineer), Aaron Arterburn (Software Engineer),&nbsp; Francisco Gray (VP Systems Engineering),&nbsp; Robert Ziegler (Systems Engineer), Trevor Harbeard (Director of QA), Bob Cowell (QA Engineer - Accessibility Specialist) &nbsp;My Contribution: UX DesignEmployer: Concentric Sky Client: Western Governors University (WGU) Skills:&nbsp;Conduct User Interviews, Stakeholder Work Sessions, Create Requirements Documentation, Prototyping, Cross-Team Collaboration Tools: Lucidchart, Figma Timeline: 9 months Budget: $1.2M Background Based on Concentric Sky’s work with Open Badges, Western Governors University (WGU), the largest online university in the U.S., approached us to build an open-source skill-building tool: the Open Skills Management Toolset, or OSMT. User Problem WGU had the data necessary to build a skill (from name, description, category, to BLS job codes and alignments). The problem was that they were operating out of a massive 7000+ record Google spreadsheet that was only getting bigger as their competency-based learning platform grew. It was cumbersome to use, involved a heavily manual process prone to error, and was not scalable. Additionally, the skills could only be updated asynchronously, so it was possible that users were working with obsolete data. Also critical to the success of this project was the ability to create an open source tool and publicly share the skills to encourage growth within the open skills ecosystem. Goal Give OSMT users, called Skills Architects (SAs), a streamlined, user-friendly platform to create up-to-date skills that could be bundled into collections and shared with curriculum developers. As part of the $1.2M project, we would complete a Discovery phase within 3 months and a Design and Development phase within 6 months. Process &nbsp;Discovery Phase (3 months):&nbsp;&nbsp; &nbsp; a. Conduct interviews and work sessions to define scope 2. Design and Development Phase (6 months): &nbsp; &nbsp; a. Develop a fully accessible content-first prototype &nbsp; &nbsp; b. Design and evolve wireframes &nbsp; &nbsp; c. Work collaboratively with UI team &nbsp; &nbsp; d. Work with Engineering and QA to draft acceptance criteria 1.&nbsp;Discovery Phase (3 months): a. Conduct interviews and work sessions to define scope We organized and conducted discovery interviews with current users of the WGU spreadsheet: SAs and curriculum developers. Through carefully worded open-ended questions, we uncovered what was and was not working in the SAs current workflows. These discovery interviews revealed that SAs not only need to create, search, and bundle skills together, but also have draft, published, and archived states to ensure the skills and collections are up-to-date. We organized work sessions with stakeholders to ensure open communication as we defined the scope of usability and technical requirements. The result was synthesized into a Discovery document that included initial user stories, views, variants and modules for the MVP (Minimum Viable Product) to meet the SA’s core needs. <img width="1200" height="600" width_o="1200" height_o="600" data-src="https://freight.cargo.site/t/original/i/72ecfe8a9135d67a3b27bdaf6b326f2a63fb14d0af0e1cb27f0b7b7f8f300c45/OSMT-Discovery-Report_2.png" data-mid="208712644" border="0" src="https://freight.cargo.site/w/1000/i/72ecfe8a9135d67a3b27bdaf6b326f2a63fb14d0af0e1cb27f0b7b7f8f300c45/OSMT-Discovery-Report_2.png" /> 2. Design and Development Phase (6 months) a. Develop a fully accessible content-first prototype. Working closely with our Accessibility Specialist, the UX team developed a content-first prototype that was completely navigable by screen reader. b. Design and evolve wireframes We met with the WGU team on a weekly basis to share design updates and ask clarifying questions. c. Work collaboratively with UI team Once we had client approval on the prototype, we layered wireframes on top of the content and revised layouts based on weekly stakeholder meetings. We worked collaboratively with the UI team to complete an MVP design. d. Work with Engineering and QA to draft acceptance criteriaThe UX team collaborated with both Engineering and QA to ensure that functionality was clear and simple, working through the points of confusion that surface during implementation. Even with the quick turnaround, we were able to deliver the OSMT MVP on time and within 10% of our budget. “To this day, the WGU project has had the best acceptance criteria of any project I've worked on.” &nbsp; — Bob Cowell (Quality Assurance - Accessibility Specialist) ResultsInstead of a spreadsheet, WGU has the first open skills library-building tool to follow the Open Skills Network specs. They were thrilled with the results and returned to Concentric Sky to work with us on enhancements within a year. As of April 2024, OSMT is still live and functional at OSMT.wgu.edu, and continues to support the Open Skills ecosystem. <img width="800" height="905" width_o="800" height_o="905" data-src="https://freight.cargo.site/t/original/i/c3c45ce458b8494393460d08cf5572141d0259394486c52e57f9ea0d58bdf4a7/rsd_detail.png" data-mid="166557238" border="0" src="https://freight.cargo.site/w/800/i/c3c45ce458b8494393460d08cf5572141d0259394486c52e57f9ea0d58bdf4a7/rsd_detail.png" /> <img width="800" height="905" width_o="800" height_o="905" data-src="https://freight.cargo.site/t/original/i/3e66d2a8aed650d4bd86ab91a76fa3250acdb28a9a8776618aa30800a4af0125/Create_rsd.png" data-mid="166557237" border="0" src="https://freight.cargo.site/w/800/i/3e66d2a8aed650d4bd86ab91a76fa3250acdb28a9a8776618aa30800a4af0125/Create_rsd.png" /> <img width="800" height="905" width_o="800" height_o="905" data-src="https://freight.cargo.site/t/original/i/d21ac4a023b5348b80968afa4932bcb7eb99eb79e375384f8f6f7ae852b7b89b/rsd_library_image_2.png" data-mid="166557236" border="0" src="https://freight.cargo.site/w/800/i/d21ac4a023b5348b80968afa4932bcb7eb99eb79e375384f8f6f7ae852b7b89b/rsd_library_image_2.png" /> My favorite feature: an accessible search-and-multi-select <img width="800" height="586" width_o="800" height_o="586" data-src="https://freight.cargo.site/t/original/i/6964274066ce215f3b46c096907d08596915297d43cd2d8f56f1cb5e97f18c20/search_multi-select.png" data-mid="166557239" border="0" src="https://freight.cargo.site/w/800/i/6964274066ce215f3b46c096907d08596915297d43cd2d8f56f1cb5e97f18c20/search_multi-select.png" /> <img width="1440" height="1200" width_o="1440" height_o="1200" data-src="https://freight.cargo.site/t/original/i/2e4f619b2af39838cb3d254033ccb321e721415c269c799cbc8a8db52239f7b5/TeeShirtAnimation_L3.gif" data-mid="214095467" border="0" alt="The client was so happy with the results they sent us tee shirts. " data-caption="The client was so happy with the results they sent us tee shirts. " src="https://freight.cargo.site/w/1000/i/2e4f619b2af39838cb3d254033ccb321e721415c269c799cbc8a8db52239f7b5/TeeShirtAnimation_L3.gif" /> https://caitlynholland.com/Program-Finder-1 Thu, 11 Apr 2024 17:55:52 +0000 Caitlyn Holland https://caitlynholland.com/Program-Finder-1 Program Finder A zero-to-one project connecting California high school students to career programs in the largest community college system in the country. <img width="5120" height="3416" width_o="5120" height_o="3416" data-src="https://freight.cargo.site/t/original/i/7199f3b9cfdeeca6fe91c2caf7f7165f81e4ccfc85483b2c4b00de41af525534/PF-Home_Mobile_25602x.png" data-mid="213618765" border="0" src="https://freight.cargo.site/w/1000/i/7199f3b9cfdeeca6fe91c2caf7f7165f81e4ccfc85483b2c4b00de41af525534/PF-Home_Mobile_25602x.png" /> Role: Lead UX Designer Team: Jordan Anderson (UI Designer), Adam Barton (Creative Director), Joey Bruckner (Project Manager), Bob Cowell (QA and Accessibility) Dave Erwin (Front End Developer), Caitlyn Holland (Lead UX Designer), Nancy Johnson (UX Content Writer), Samantha Kalita (Director of UX), Austin Lally (Software Engineer), Ian Poss (Software Engineer), Megan Smith (Accessibility Specialist)&nbsp; My Contribution: UX DesignEmployer: Concentric Sky Client:&nbsp;Orange/Los Angeles County Regional Consortia for California Community Colleges Skills: UX Design, Prototyping, Collaboration, Client Presentation, Copywriting, Accessibility&nbsp; Tools: Figma, Lucidchart Timeline: 18 months Budget: Approx $1M Background&nbsp; What do I want to do when I graduate? is a question that plagues a lot of high school seniors, but especially low income or first generation students who don’t see themselves at an expensive four-year university far from home. What if they could follow their interests to a local community college, then to a bigger university — or even straight to employment? User ProblemThe client had created a proof-of-concept connecting high school Career Technical Education (CTE) with Community College Programs, such as dental/medical tech, bio tech, info tech, etc. They proved the mapping could be done, but it existed as a set of interdependent Excel spreadsheets. They needed a web-based system to get in front of students. The client had a tight timeline and limited state grant budget for the initial phase, which would focus on Orange County and LA. GoalCreate a flexible, scalable, public-facing website that connects high school students in CTE pathways with programs offered by local community colleges. The impact of our MVP would be felt in two counties, 27 community colleges and by over one million students. Our progress would be watched closely, and if the MVP was successful, there was significant statewide interest and potential funding from the California Chancellor's office that would unlock additional phases of work. &nbsp;2 counties 27 community colleges 1,000,000+ students ProcessDesign a public-facing website for studentsPivot and re-design for students and college program administratorsDevelop and launch MVP&nbsp; Design a public-facing website for students&nbsp; Initially, a quiz structure guided a student through the daunting experience of finding the right college. Personality-type questions narrowed their broad general interest down to a specific program and a map displayed the local colleges offering that program. To get students excited about contacting the college and their future career, we displayed data visualizations on employment rate, job growth, and average salary from the Bureau of Labor and Statistics (BLS). <img width="2560" height="1440" width_o="2560" height_o="1440" data-src="https://freight.cargo.site/t/original/i/f9429df37e111e52a5c79bf34cfe143f1993c475cff616ed3c0a6f33fbd32cc2/wireframes_quiz_HD_4.png" data-mid="212959530" border="0" src="https://freight.cargo.site/w/1000/i/f9429df37e111e52a5c79bf34cfe143f1993c475cff616ed3c0a6f33fbd32cc2/wireframes_quiz_HD_4.png" /> &nbsp;Low-fidelity HD and mobile views of the initial quiz design. <img width="2880" height="1013" width_o="2880" height_o="1013" data-src="https://freight.cargo.site/t/original/i/c6cb986884606c7838342095347e30ecf779509870346623b70548f5ee11f98a/HD_Program-Page_Moreinfo_data-only.jpg" data-mid="213619241" border="0" src="https://freight.cargo.site/w/1000/i/c6cb986884606c7838342095347e30ecf779509870346623b70548f5ee11f98a/HD_Program-Page_Moreinfo_data-only.jpg" /> Data visualizations for program costs, program length, average financial aid, employment rate, job growth, salary, and median change in earning. 2. Pivot and re-design for students and college program adminstrators Halfway through the budget, our client shared our progress with stakeholders. The feedback revealed that community colleges could be an additional revenue source — but we had to change the designs to accommodate a new user. College program admins could use Program Finder as a marketing tool to find HS districts and recruit potential students. The new approach meant that the tool needed to be simple and straightforward for two different audiences: high school students (primary audience), and the community college Program Administrators (secondary audience). With time and funding running out, I worked closely with the UI team to strip our prototype down to the essentials: interest categories, a map displaying both hig school districts and community colleges, and critical contact information. Revised goals: Connect high school students with local community colleges for higher educationConnect community college admins with local high school districts for marketing and recruitment 3.&nbsp;Develop and launch MVP I partnered closely with Engineering and QA to ensure that the final phase of work went smoothly. Our accessibility specialist ensured that the site was navigable — and made sense — to screen readers. Due to the pivot, I helped the client prioritize their needs and identified a core list of features and enhancements for Phase 2. Through open communication and regular client contact, we delivered an MVP that the client was thrilled to share with stakeholders and get in front of students. <img width="735" height="1146" width_o="735" height_o="1146" data-src="https://freight.cargo.site/t/original/i/eeebf19cccc285472e097e16e937dfa7622895a68878d0a7b8140b47abc84ae0/M_map_2.jpg" data-mid="213610299" border="0" src="https://freight.cargo.site/w/735/i/eeebf19cccc285472e097e16e937dfa7622895a68878d0a7b8140b47abc84ae0/M_map_2.jpg" /> <img width="735" height="1146" width_o="735" height_o="1146" data-src="https://freight.cargo.site/t/original/i/1d5fabbbf6987d5c988a59aaa5fa72f8f7be8553bf5d689fe2697e2382f350a8/M_home_2.jpg" data-mid="213610292" border="0" src="https://freight.cargo.site/w/735/i/1d5fabbbf6987d5c988a59aaa5fa72f8f7be8553bf5d689fe2697e2382f350a8/M_home_2.jpg" /> <img width="735" height="1146" width_o="735" height_o="1146" data-src="https://freight.cargo.site/t/original/i/844ed557099e3a57fdd05069b315d77bdab53e9c6b014bba1c3626c88ec82bce/M_detail_3.jpg" data-mid="213610298" border="0" src="https://freight.cargo.site/w/735/i/844ed557099e3a57fdd05069b315d77bdab53e9c6b014bba1c3626c88ec82bce/M_detail_3.jpg" /> Results A few months after Program Finder’s MVP went live, the client returned with the funding to develop the next set of enhancements. Over the next few years, we completed two additional phases of work, building a robust administrative back-end and introducing employer partners that created a workforce pipeline. As of May 2024, the site is still live at programfinder.com, and has expanded to include San Diego-Imperial. It’s actively used by thousands of students and 114 community colleges. It’s a simple concept, but the response has been huge. As one student said in an interview “I wish I had known about this when I was looking for college.” 3 counties 114 community colleges state-wideexpansion&nbsp; <img width="2560" height="1632" width_o="2560" height_o="1632" data-src="https://freight.cargo.site/t/original/i/09acef7ec3b5266cf7847626cf565f147bcfd21fd08206d063786f107e90e315/PF_HD_views.png" data-mid="213748617" border="0" src="https://freight.cargo.site/w/1000/i/09acef7ec3b5266cf7847626cf565f147bcfd21fd08206d063786f107e90e315/PF_HD_views.png" /> <img width="2560" height="1632" width_o="2560" height_o="1632" data-src="https://freight.cargo.site/t/original/i/9c3a406552d1e8cfd477e5a7376e11e554bc37a421bbac9ca89281d0bdd1cd40/PF_HD_views_map_2.png" data-mid="213749190" border="0" src="https://freight.cargo.site/w/1000/i/9c3a406552d1e8cfd477e5a7376e11e554bc37a421bbac9ca89281d0bdd1cd40/PF_HD_views_map_2.png" /> <img width="2560" height="1632" width_o="2560" height_o="1632" data-src="https://freight.cargo.site/t/original/i/482c3a52e4b9ebcc8d5a2a3a4652724b994b0e3c487f24d6a7906162f50a15aa/PF_HD_views_detail.png" data-mid="213749192" border="0" src="https://freight.cargo.site/w/1000/i/482c3a52e4b9ebcc8d5a2a3a4652724b994b0e3c487f24d6a7906162f50a15aa/PF_HD_views_detail.png" /> <img width="2560" height="1138" width_o="2560" height_o="1138" data-src="https://freight.cargo.site/t/original/i/3b7f01bfb42b0699e504a9515c719bd21b96abafa8c235964ebeb4987061ae9f/Students-with-quote.png" data-mid="213607487" border="0" src="https://freight.cargo.site/w/1000/i/3b7f01bfb42b0699e504a9515c719bd21b96abafa8c235964ebeb4987061ae9f/Students-with-quote.png" /> “The tool was initially designed for only high school students, but as the work progressed, Caitlyn played a key role in expanding its reach to include the community colleges themselves. It was keen insight on her part that initiated this expansion.” — Steve Glyer, Chair of the Regional Consortia https://caitlynholland.com/More Tue, 14 May 2024 22:20:58 +0000 Caitlyn Holland https://caitlynholland.com/More More A selection of work from the past decade or so.&nbsp; <img width="1080" height="1080" width_o="1080" height_o="1080" data-src="https://freight.cargo.site/t/original/i/7e60e42c64c7a6d3eca1aaf7a9814e87335022a7a1d0a7b1eac17affe6aed6fa/LaCroix_orange.jpg" data-mid="210928707" border="0" src="https://freight.cargo.site/w/1000/i/7e60e42c64c7a6d3eca1aaf7a9814e87335022a7a1d0a7b1eac17affe6aed6fa/LaCroix_orange.jpg" /> <img width="800" height="583" width_o="800" height_o="583" data-src="https://freight.cargo.site/t/original/i/bedf80c18baba35c0d1402ee086fd797c1f5c7b0461e1fd5f7fafc40050ff049/Draft-Day-Party_invite_0472.png" data-mid="210928787" border="0" src="https://freight.cargo.site/w/800/i/bedf80c18baba35c0d1402ee086fd797c1f5c7b0461e1fd5f7fafc40050ff049/Draft-Day-Party_invite_0472.png" /> <img width="800" height="532" width_o="800" height_o="532" data-src="https://freight.cargo.site/t/original/i/17d7f4c9753cacdfa42d8a2a1217ecda97a51277aa0bddac803d2e0ab726df5a/Pinnacle_OutdoorBoard_800px.png" data-mid="210928713" border="0" src="https://freight.cargo.site/w/800/i/17d7f4c9753cacdfa42d8a2a1217ecda97a51277aa0bddac803d2e0ab726df5a/Pinnacle_OutdoorBoard_800px.png" /> <img width="400" height="300" width_o="400" height_o="300" data-src="https://freight.cargo.site/t/original/i/37e18791f28cd8345b1a96a9189add1dbba0d0ecb025cf25713870883e8de439/Nina_announcement_L3_cg.gif" data-mid="210928949" border="0" src="https://freight.cargo.site/w/400/i/37e18791f28cd8345b1a96a9189add1dbba0d0ecb025cf25713870883e8de439/Nina_announcement_L3_cg.gif" /> <img width="800" height="1067" width_o="800" height_o="1067" 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data-src="https://freight.cargo.site/t/original/i/532c544be1377c49bd97406d7440681f3c66f5099eeaa64de8ae7d357af50069/WVA-split-baloon.jpg" data-mid="246737195" border="0" src="https://freight.cargo.site/w/1000/i/532c544be1377c49bd97406d7440681f3c66f5099eeaa64de8ae7d357af50069/WVA-split-baloon.jpg" /> ExhibitsPhotograph “Fog Dancers” featured in “Salon des Refusés” Jan 2 – Feb 6, 2026 Venue on Broadway 28 E. Broadway, Eugene, Oregon https://caitlynholland.com/Resume Thu, 04 May 2017 02:32:11 +0000 Caitlyn Holland https://caitlynholland.com/Resume Resume︎︎︎Download Resume EDUCATION Academy of Art University&nbsp; San Francisco, CA BFA Graphic Design Georgetown University&nbsp; Washington, DC BA Psychology EXPERIENCE Emergent Healthcare Solutions&nbsp; Springfield, OR (Remote) Senior User Experience Designer &nbsp; Aug. 2024 – Oct. 2025 Partnered with Product and Engineering leads to develop a timeline and build an RMS in five months. Conducted Discovery to build out workflows to display iOS data in admin web portal, laying the groundwork to submit to state and federal agencies while aligning with nationwide standards.Initiated a WCAG 2.2AA compliant design system with 45+ components to build consistency and seamless UX across iOS and web platforms in three months. Cayuse&nbsp; Portland, OR (Remote) Senior User Experience Designer &nbsp; Jun. 2022 – Mar. 2024 Co-led a team responsible for maturing a design system that resulted in improved consistency, efficiency, developer productivity, and WCAG 2.1AA accessibility across multiple products with 60+ shared components and patterns. Led weekly cross-functional team meetings to enhance shared functionality and foster a more collaborative design environment. Conducted user research, including usability tests with low-fidelity prototypes, that resulted in improved customer satisfaction. Partnered with a Product Manager to conduct user research interviews, enabling a flagship product to have a deeper understanding of key pain points. Synthesized insights to fuel immediate change across the company, resulting in increased NPS Concentric Sky&nbsp; Eugene, OR (Remote)Senior User Experience Designer Jul. 2018 – Apr. 2022 Conducted qualitative research for Badgr, Concentric Sky’s B2B ed-tech product, through direct customer- and user-feedback, customer-support data, product-usage data and stakeholder commentary. Used results to test concepts and designs, creating a better informed product roadmap and streamlined feature development. Designed the user experience for Western Governors University’s Open Skills Management Toolset (OSMT), the first open skills library-building tool that follows Open Skills Network specs. Successfully designed and launched Program Finder, an education and interest- matching website available to California community college students. Led long-term design efforts from MVP to product maturity, including user enhancements, back-end development and expanded customer base. Locomotion Creative&nbsp; Nashville, TN Art Director and Graphic Designer Aug. 2010 – Aug. 2017 Designed seasonal ad campaigns — print, billboard, video and animation —for Pinnacle Financial Partners. Included high-profile partnerships with the Tennessee Titans and Memphis Grizzlies, resulting in increased account openings. Led complete re-branding for NABRICO industrial supplier, including logo, web and print ads, making them stand out in a competitive market and increasing sales. Managed multiple projects for Inteplast, a major interior furnishings manufacturer, designing and art-directing product packaging, web ads and installation videos. Led a complete display reset in Lowes and Home Depot that elevated their brand and gained a new target demographic. Designed highly engaging print and web ads for Nashville’s first bikeshare program, BCycle, that drove widespread awareness and rider sign-ups that exceeded expectations. Designed themed banners, placemats and coasters for an internal product, Parsnip Party Papers, that generated alternative revenue and sold out at trade shows. Served as lead designer for Mayor Karl Dean’s “Nashvitality” campaign to promote Nashville as a healthy, vibrant city. I developed the name and led the design and photoshoots for print, web and video ads promoting Nashville’s everyday heroes. Michael Osborne Design&nbsp; San Francisco, CA Design Intern Feb. 2010 – Jun. 2010 Worked closely with creative director on identity systems, naming, and ad campaigns. Full participant in client meetings, presentations and press checks. Leslie Stone Associates&nbsp; Sausalito, CA Environmental Design Intern &nbsp; Sep. 2007 – Sep. 2008 Designed outdoor signage for local wetlands restoration project. Conducted research interviews and assisted lead designers through the design and fabrication phases. Eden Wright Design&nbsp; San Francisco, CA Interior Design Assistant Jan. 2006 – Feb. 2007 Managed finances for a sole proprietorship, allowing owner to increase clientele of high-end residential interior design clients Maintained communication with vendors and clients through purchase orders, invoices and follow-up SKILLS Figma, FigJam, LucidChart, Sketch, Airtable, Pendo, Jira User Research, Usability Testing, Prototyping Design for AccessibilityAdobe CC Photoshop, Illustrator, InDesign Silkscreen and LetterpressAdvanced Spanish language AFFILIATIONS AIGA member 2007 — present