"Marc-Olivier is a very friendly person and a great team player. As a UX/UI designer, he demonstrated high-level technical and language skills, strategic thinking, exceptional work ethics and high empathy towards users. I wouldn't hesitate to recommend Marc-Olivier for any UX/UI position.
ROle
UX/UI designer
Selected projects
Project
Convert the old, green-screen environment used by call agents into a modern Web environment to increase efficiency.
Context
The terminal-like environment couldn't be supported anymore technologically and it created a lot of frustration and usability issues among call agents and their managers. I was given the mandate to analyse the situation, meet with the call agents and propose a brand new Web application.
User roles and access rights
This diagram shows the screen layouts by access rights and role. I worked with the product manager and development team to create this schema and determine the logic of the future interface.
Design (draft)
First drafts shown to end users. Although visually not very appealing, these mock-ups got a very positive response from the call agents and the managers. The way the interface and the data was laid out, along with the navigation, would have already increased their efficiency tremendously.
.jpg)
.jpg)
.jpg)
Design (draft)
First drafts shown to end users. Although visually not very appealing, these mock-ups got a very positive response from the call agents and the managers. The way the interface and the data was laid out, along with the navigation, would have already increased their efficiency tremendously.
Unfortunately, my mandate ended here when Air Canada bought Aeroplan which caused the team to be dismantled.
Impact
According to managers and call agents, my wireframes, even in their draft state, would have doubled, maybe tripled, productivity and efficiency. Everybody was excited to see the real solution deployed. Call agents were very grateful for having been directly involved in the project and felt they were listened to.
Reflection
In the project, I had the chance to meet with the end users as much as I wanted, which is like winning the jackpot for a designer! I also did a lot of observation. The data I gathered were worth gold. When you have real data from real observation, you can design with so much confidence!
It's unfortunate that this project ended so soon as that would have been a mega success.
It's unfortunate that this project ended so soon as that would have been a mega success.
Project
Based on the observation laboratory data from real users, the flight booking section Aeroplan.com had to be redesigned.
Context
During the observation sessions with real users, UX researchers noticed that many people didn't complete the missions as expected or were confused by few sections of the interface.
I was given the laboratory results and the task of fixing all UX/UI issues of that important page.
I was given the laboratory results and the task of fixing all UX/UI issues of that important page.
User research
The user research data collected from the Aeroplan user lab was handed to me from UX researchers.
Old version and problems
Proposed solutions
Impact
Based on the second wave of user observations with the new design, all five users completed the missions successfully. They confirmed that the UI was clear.
Reflection
Designing an interface with the real observation data is the only way to deliver a user-centered design. It also enables designers to work with a high level of confidence.
In this project, I had to change icons, among other things, that we thought were clear but were not for users. Never assume anything as a designer!
In this project, I had to change icons, among other things, that we thought were clear but were not for users. Never assume anything as a designer!
Other projects
