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https://images.squarespace-cdn.com/content/v1/54b6efafe4b0df6edc7fa329/1427919697070-Q01J81D7APGYWCJR484N/photo-nss-which-box-line.jpg Lean UX - Box selection Line drawings - customers told us it was hard to determine which box model was theirs. https://images.squarespace-cdn.com/content/v1/54b6efafe4b0df6edc7fa329/1427919702250-T0IAJ0XJQ9T9TXL0BJ2T/photo-nss-which-box-pics.jpg Lean UX - Box selection Photos replacing line drawings for product selection, following customer insight in this specific context. https://images.squarespace-cdn.com/content/v1/54b6efafe4b0df6edc7fa329/1427919682846-QWIVZXGHHZCV85S1M7KM/photo-line-drawing.jpg Lean UX - Line drawings Line drawings tested well when used to explain detailed instructions and draw attention to specific activities. https://images.squarespace-cdn.com/content/v1/54b6efafe4b0df6edc7fa329/1427919738569-Q6N5I687PLIXPG7NFO8A/photo-flow-board.jpg Lean UX - Mapped out journeys Wireframes arranged into a flow for session with stakeholders 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https://images.squarespace-cdn.com/content/v1/54b6efafe4b0df6edc7fa329/1427921037578-HH5X6XSBX5SBSWN692UJ/image-asset.jpeg https://images.squarespace-cdn.com/content/v1/54b6efafe4b0df6edc7fa329/1427921062758-J9422DARS9G6265NPFBF/photo-customer-journey.jpg Lean UX - Customer journeys Overview of trigger points for customer diagnostics https://images.squarespace-cdn.com/content/v1/54b6efafe4b0df6edc7fa329/1427921083797-YTW0G8TYN3Q07SJ32WGC/photo-preemptive-message-wf.jpg Lean UX - Pre-emptive help - wireframe Wireframe outlining an approach for how to message a customer to let them know we've identified an issue with their broadband. https://images.squarespace-cdn.com/content/v1/54b6efafe4b0df6edc7fa329/1427921078199-KJPLT0E3JRKHOK78Z7BS/photo-preemptive-message-design.jpg Lean UX - Pre-emptive help - demo Visual design applied to proposed treatment, visible in production environment through close collaboration with development team. 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