Don't delight everybody
User Experience (UX) is about finding user's measure of "just-right" and exceeding the expectations. It's about going beyond the core functionalities of the product, standing out from the web crowd knowing with whom and how to lead the conversation.
Wearing different shoes
We've been analyzing users, their needs, fears, and motivations. We have read between the lines, observed, digged deeper asking, listening, and researching.
Later came the time for sketches, prototypes, content strategy, user interactions, user interface (UI) to create the product that is usable and accessible.
Story starts with people
Experience starts much before a user gets to know about the product. It's all what happens before and also after a person lands here. Conducting research, analyzing personas and storyboards helps to set the scene and design the right solution for the target users.
Tools
Working on this project we've used Proto.io, Adobe Creative Cloud, Lookback and Typeform - research apps, Google organizational and SEO services, Chrome developer tools, ticket system, the bright sun, paper and drawing tools.
When needed we grabbed camera and phone voice recorder since the best ideas come when running, under the shower or during meetings with other people. Not having all of the devices used worldwide, we helped ourselves with apps such as Spoon (cross browser testing service).