GarryB ID Pf

8/3/2019 GarryB ID Pf

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Garry

Burns

interactio

nde

signpo

rtfolio


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Explore

Visualise

Establish Engage Explain

Key to Design Method

Explore Explain

VisualiseEstablish

Engage

Convergent reduction of ideas to provide depth

Thouroughly testing each idea to breaking point

Packaging the findings and presenting coherentlyDivergent thinking to cover vast and disparate concepts

Persistent communication of progress and thinking

Design Method. Garry Burns


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Project A - grapevine.fminterdisciplinary project


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How could I help fans betterenjoy their music? Speakingto people at an event wouldundoubtedly give me the mostpassionate responses. To do thisI had to become a fan, go to thegigs, and interview the fansand artists.

Brief ...musicians are a friendlybunch of people, we listen tomusic and help others out allthe time for fun, we just needmore ways to do it.

Room2Hustlers - Battle of the Bands08

FeedbackDesigning a niche service for thesocially networked generationsounds like a fantastic challenge,but where to start? Afterconsiderable research I settledon music as the medium, butone persons take on music canbe wildly different to the next.I needed to speak to fans, realfans.

Overview Finding out that bands andartists nd it difcult to getpast their original fan basewithout social networking

With commercial musicfailing to satisfy, musiclovers were turning toalternate sources such asSoundcloud and MySpace

Highlights

am I missing something?grapevine.fm | explore

Explore


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IDEO card sort, reworked.grapevine.fm | establish

Taking cue from IDEOs methodcards, I designed a techniquefor guiding the interviewprocess. Flash cards enabledstakeholders to more readilydescribe and critique relevantfeatures. The cards had tobe applicable across variousproject types.

Brief

Do you know where I can getthose ashcards that were usedin the card sort videos youuploaded?

KatharinaYouTube user response

Feedback

Articulating what people wantcan be difcult, especially whenthe subject is precious to them.Engaging people at interviewstage was helpful in deningthe what and why, now it wastime for the how.

Overview

Discovering the positiveimpact visual aids have onthe interview process

Working with PDQ PrintServices to create durablePVC cards

Seeing the value differentpeople attribute to differentaspects of a design

HighlightsEstablish


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an SMS powered jukebox.grapevine.fm | engage

Bringing together the disparateaspects of the research is likeputting a puzzle together.This stage saw a great dealof technological and costconstraints overcome bysimplifying the overall design, aprocess I now see as benettingthe end result.

BriefWithout the screen I wouldvebeen skeptical that my text messagehad simply disappeared into theaether. The screen tells me what Ineed to know, and the reply textmessage tells me what I want toknow.

Dan CruickshankLaings Bar Manager

FeedbackThe card sort and journeymapping exercises providedinvaluable insight into whatthe user wanted and evenhighlighted alternate avenues.Now it was time to translatethose results into a workingprototype.

Overview Exploring various

programming languagessuch as PHP, MySQL, and

AS2 to enable interactions Developing my knowledge

of system architecture Implementing reverse-

billing SMS technologies toenable the service

HighlightsEngage


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the rst service atlas.grapevine.fm | explain

The problem at this stage ofthe project was to prove thework had been done. All theresearch and processes neededto be documented. It needed amanual. With such a breadthand depth of informationto catalogue, an innovativeapproach was required to keepthe information digestible. Theanswer? An atlas.

BriefGarry has an appropriately autisticapproach to service detail and astrong understanding of businessviability. His vision behind grapevine.

fm is brilliant.

Andy LawAward Leader, Product DesignEdinburgh College of Art

Feedbackgrapevine.fm as a service isalmost invisible in its nalform. You send a text message;

you get one back; the musicchanges; its that simple. Underthe hood however, many piecesof the jigsaw need to link in tomake the service work, both onindividual and business levels.

Overview Sorting the information

gathered and produced intodigestible chunks

Dealing with the graphicdesign/informationarchitecture problem oflaying out the content in aconsistent yet eye-catchingway

HighlightsExplain


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ProjectB-HBo

Splc

customerfocuspro

ject


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are you listening?HBoS plc | explore

Trace the cause and knock-oneffects of customer complaintsreceived over two months.Categorise them by bothseverity and nancial cost tothe business. Present a scalablemethod for collecting andmonitoring complaints outsidethe connes of the existingTRAX complaint handlingsystem.

BriefWe invited Garry onto the teamas he consistently suggested waysof improving customer satisfactionthrough streamlining systems. Hisposition within the frontline staffat RCC Dundee also gave us aheadstart when speaking to staff and

customers.

Lesley BoydLEAN Project Manager

FeedbackThe customer is always right isa concept that many customerservice centres preach, but howmany actually practice it? Theretail division of HBoS is boththe largest in the business and100% customer facing. FSAregulation and general bestpractice demand minimisingcomplaints where possible.

Overview Team-based process

development Uncovering the severity of

simple system errors Understanding of

complex systems andinterdependencies

HighlightsExplore


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growing a complaint.HBoS plc | establish

Find the root of complaintsresulting in customer loss andmap out the full life cycle.Monitor the systems andprocesses encountered, andscrutinise their effectivenessagainst a consistent scale.

BriefOnce the incoming complaintswere catalogued, it becameclear to the team thatcertain complaints had beencompounding over an extendedperiod of time, yet had goneunnoticed. These types ofcomplaint were losing clientele.

Overview Investigating and

documenting the complexautomated processes usedto complete a simple task

Witnessing the lack ofinternal communicationregarding process failures

HighlightsEstablishYour simple excel based data capturetool made it simple for agents toquickly note the call reason andoutcome, anything too cumbersomewould have meant people not doing

it.

Greg RobertsTeam ManagerHBoS plc - RCC Dundee

Feedback


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speak to customers.HBoS plc | engage

1) Identify customer accountsthat are at high risk oftermination. Upon customerled contact, inquire about theirexperience.

2) Identify calls caused by thebusiness failing in one or morerespects, and review.

BriefBeing within a contact centreenvironment means that there isa constant stream of customersto speak to. Engaging withselect customers about past orcurrent complaints helps denethe circumstances that makecustomer complaints uniquerather than a statistic.

Overview Incorporate a level of

empathy suitable toencourage customers to talkabout their experiences

Designing a data capturetool exible enough tohandle a wide range of calltopics without muddyingthe resulting statistics

HighlightsEngageThank you for taking the time toconsider my complaint and how itcould be prevented in future, ratherthan simply writing to me with anempty apology - I hope the project is

a success.

AnonymousCredit card customerHBoS Card Servicing

Feedback


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Management

FrontlineStaf

Customers

FrontlineStaf

Customers

vs.

culture shift.HBoS plc | explain

1) Customers and staff shouldbe given the tools to informdecisions about potentialcustomer impact.

2) Encourage a culture shiftamongst frontline staffto enable customer-leddevelopment.

BriefThe project was presented to theboard appointed to oversee theproject and they have given it thegreen light - there will now be abusiness improvement KPI rolled out

to all frontline teams

Lesley BoydLEAN Project ManagerHBoS plc - Retail Division

FeedbackSystem changes and improvedcustomer service measureshad been consistently spear-headed by upper managementin a downstream approach.Customers and frontline staffwere rarely consulted prior toimplementation and so negativeeffects took up to 6 months tobe rectied.

Overview Reviewing the process

for implementing servicechanges and recognisingbusiness risk factors

Engaging with frontlinestaff for input andimprovements

HighlightsExplain


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ProjectC

-NF

UMu

tual

conc

eptvisual

isatio

n


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two ears, one mouth.NFU Mutual | explore

Become familiar with thesales system and the companytraining and note possibleareas for improvement.Once through training, gainexperience of the systems usedin the Customer Service andQuality departments to identifypotential inefciencies.

BriefThis was a self-directed projectand so no feedback was soughton this stage to ensure thetraining experience was authentic.

FeedbackWorking within nancialservices for 5 years has supplieda strong insight into processesthat work well and improvecustomer experience. NFUMutual provided a forum toapply this. In the beginning,understanding the existingsystem was more importantthan suggesting changes.

Overview Gaining insight into how

training has been developedin one company versusanother, for the sameeventual outcome

Recording the views of atraining group to identifyweaknesses and strengthsin the programme

HighlightsExplore


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the way its always been done.NFU Mutual | establish

1) Gather statistics directlyresulting from inefcientprocesses.

2) Project the potential gainsfrom reforming these processes.

3) Investigate the nancialbenets of the projected results.

BriefIf you can prevent one FSAreportable complaint by implementingsome sort of control system then thework would be worthwhile as they

cost the business a lot of money

Tony MorrisSales Floor ManagerNFU Mutual Direct

FeedbackNFU Mutual considers itself aprudent business, successfullynavigating the market for 100

years. This presents difcultywhen suggesting changes asthere is a reluctance to strayfrom an approach that works.

Overview Liaising with management

to nd out key performanceindicators.

Focusing on minimisingFSA reportable complaintsand so improving colleaguebonus payments.

HighlightsEstablish


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how about...NFU Mutual | engage

Document and organise thewide knowledge base thatmakes up the best practicetraining to create a referencemap for new trainees andstruggling agents. Use a lo-method to quickly gain aresponse from managers andinvolved agents. Monitor bestpractice scores and record anychanges.

BriefIt seems like a simple idea to havea checklist for agents to use but its

never been suggested before...

Paul ODonnellTeam LeaderNFU Mutual Direct

FeedbackStructuring sales calls hasallowed the business to applyproven and efcient salestechniques to every call. Themain topics within best practiceare promoting companybenets and overcomingprice objections. Agents areencouraged to use this resourceas often as possible.

Overview Rapid prototyping of a lo-

check list to gauge initialresponse.

Probing agents to nd outwhat difculties they facedin speaking to the customerin a prescribed manner.

HighlightsEngage


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best practice, made easy.NFU Mutual | explain

1) Write up the results of thelo- test to form part of aninvestment plan.

2) Suggest ways ofincorporating the formsdigitally into the new system.

BriefI like your idea and I can see it beingof even more use when the new STEPsystem is introduced. Everyone willbe starting from scratch with it sowell need as much help as possible tokeep calls compliant.

Tony MorrisSales Floor ManagerNFU Mutual Direct

FeedbackFollowing a successful pilotof the best practice check listit was highlighted that thisapproach may have more usethan originally anticipated.

A new sales/servicing systembeing installed meant thatall agents would require re-training and therefore requireadditional support.

Overview Meeting with the new

system development teamto discuss options forincorporating best practice

Identifying a measurableincrease in salesperformance of test subjects

HighlightsExplain


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Project D - I am VIPinsight development


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get involved, watch and learn.iamVIP | explore

Gain an understanding ofthe companys framework,philosophy and success.

Additionally, guage the publicsreaction to the service.

BriefGood work at the weekend mate,good photos, good sales - youve

obviously taken to it pretty quickly

Ian MooreSales ManagerIamVIP.co.uk

FeedbackIamVIP is a new concept insocial network marketing forevents and artists. Its corerevenue is taking photographsof club-goers and selling themon keychains. I applied to getinvolved at the ground levelto see the power of socialnetworking up close.

Overview Dealing with the constraints

of the provided equipmentand the lack of experiencewhen left to work alonewith minimal training

Experiencing and managingdifcult customerexpectations and trends

HighlightsExplore


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i have a weight problem.iamVIP | establish

1) Can the equipment requiredbe minimised or even removedto enable easier commutingbetween venues?

2) Investigate alternativemethods of delivering thephotographs to customerswithout devaluing the service.

BriefI hadnt really thought about notdoing it this way - people have justalways been happy with keychains,though not everyone buys because

the picture is quite small

Stuart CleghornIamVIP photographer

FeedbackThe equipment needed forthis service includes a full-size A4 photo printer andstock of typically 150 emptykeychains. The combinedweight is 15kg. Keychains aresold on the premise that theywill be printed and presentedwithin 15 minutes of the initialphotograph.

Overview Researching and testing

near eld communication(NFC) technologies.

Adapting the SMStechnology used in thegrapevine.fm project.

HighlightsEstablish


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ask the audience.iamVIP | engage

Despite not having thetechnology in place, approach thecustomer to gauge response to:

1) Moving away from traditional/physical keychains.

2) How they manage theirpersonal photograph collections.

BriefKeychains are great because I getthem here and now, but Im neverquite sure what to do with themafterwards. I cant exactly put them in

my photo album

AnonymousIamVIP customer

FeedbackThe opportunity arose wherebyIamVIP was invited to takethe photographs at a meet andgreet with X-Factor star Diana

Vickers. The fast-paced naturemeant that the current methodwas simply too slow. This wasan excellent opportunity to testcustomer opinion regardingalternatives.

Overview Witnessing rst-hand the

inability of the currentsystem to adapt to a faster-paced sales opportunity

Discovering the value ofprint versus a digital le

Understanding how thephotographs t within thecustomers collections

HighlightsEngage


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cashless sales.iamVIP | explain

Create a visual demonstrationof how the interaction couldbe carried out using moderntechnology. Develop anoverview of the interactionsbefore and after, highlightingareas for further improvement.

BriefAs one of the people aware ofthis project and its outcomes yourfeedback is greatly appreciated.

To me, the demonstration inspiresa new way to consider the role ofthe professional photographer in asocially networked society.

FeedbackAs a personal project, myinvestigation into improvingthese interactions was notintended to be taken toprototype stage. It was athinking exercise based on areal world problem.

Overview Working with Adobe

Catalyst to produce a fun,interactive demo

Reviewing the designprocess for gaps in thinking

HighlightsExplain


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Biography. Garry Burns

Garry is a passionate product interaction designer and visualiser. With more than9 years experience in graphic design, he has helped to communicate key ideas andconcepts for a wide range of clients, including HBoS plc via design agency InsightInnovations. A company set up in part, by Garry.

A rst class graduate of the UK leading Innovative Product Design course at Duncanof Jordanstone, University of Dundee, he has broadened his design developmentand research skills. These skills are best synthesised in the generation and executionof the grapevine.fm concept for integrating social networks into tangible spaces.Engaging the socially networked generation through cultural probing, journeymapping, and prototyping, the project gained valuable input from leading UKdesign companies Plot, Engine and Live|work. The culmination of these efforts wonGarry the Interdisciplinary Design Award 2008, presented by Mike Press, formerly ofThe Design Council.

Garrys current role is a highly rewarding position, sponsored by the Koreangovernment, teaching English as a second language. This position has affordedGarry many inter-cultural opportunities and ignited a passion for working with

young minds.


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2001 2003 2005 2009 2010 2012

Australiayear-out travel

Push...Designfreelance working

Insight Innovationsstart-up agency/project lead

Universityproduct/interaction degree

TEFLteaching qualification

PRINCE2project management

Medea Internationalin-house graphic design

F-A-B3D prototype agency

HBoScustomer service

NFU Mutualsales associate

EPIKenglish teacher

???interaction designer

Faces In Placesnightclub photography

Photographyproduct/portrait

Lesson PlanningESL support

AnimationmotionGFX / 3D

Experience Map. Garry Burns

Key to Experience Map

Learning

Applied

Finance

Practical

Artistic

A direct output for puing theory into practice

Organic development of natural strengths

Entrepreneurial development of business understanding

The driving force behind each subsequent line Work primarily undertaken to finance progression


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Insight Innovations (Scotland) LtdIn response to Dundees growing digital media status, Insight Innovations was set up to

capitalize upon a growing demand for high quality 2D artwork ranging from traditionalgraphic design to on-screen animations. The learning curve for setting up the business,implementing essential marketing and maintaining high level output was considerablysteep. Specic skills developed at this time include: researching available funding,accessing local and national assistance programs, and forging tight client and supplierlinks to ensure stability during our growth.

These tasks, in conjunction with artwork deadlines, have resulted in an appreciationof how design management skills can be applied in a wider sense across all businesspractices. It is an approach I am keen to promote in any future positions.

In addition to expanding graphic design and creative thinking abilities, skills in

invoicing, credit control, formal written communication, on-site presentations andworkow management were practiced on a daily basis.

Medea International Limited

Working with Medea International was an incredible opportunity at a young age.Directly from high school I was working as a paid graphic design intern under Dundeesmost successful entrepreneurs. Proving my abilities, I quickly progressed to managingthe graphic design and technical support sections of the company. Designing productbranding and packaging through to marketing schemes for product launches, the work

was highly varied and enjoyable.

Evidence of graphic work can be found on the company website www.medea.eu.com

CV. Garry Burns

Contact Details

Greenville Apartments #303, 153-3 Haksan-dong, Buk-gu, Pohang-si, South KoreaSkype: garrymobile, Email: [email protected], Tel:+82 010 2277 8367

Website: http://www.pushyourdesign.com

AimsTo channel my passion and become an integral part of a business that strives for growthand improvement in its products and staff as well as that inspires and encourages newideas. By applying tested skills in research, design management and communication, I amlooking to develop a new benchmark in product interaction development.

Professional Design ExperienceHBOS plc - LEAN ProjectFaced with a customer-last approach to system development, the retail servicing divisionrapidly alienated large numbers of clientele. The team I was involved in was taskedwith quantifying this problem and presenting incremental changes to reverse the trend.Ultimately resulting in a customer-led approach to system development, the changesbrought about a signicant reduction in complaints and sowed the seeds of a customer-focused culture amongst frontline staff.

Work while in Australia

Freelance graphic design work under the PushDesign moniker for establishedclients in the UK

Research and development of bespoke components within Scotek Solutions Pty Ltd


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Skills

General:

Analytical and creative problem solver Effective facilitation, white-boarding, presentation & team collaboration skills Ability to evaluate and recommend changes to analytics for better understanding Organized, disciplined, efcient and able to manage multiple projects Learn new technology and platforms quickly

Flair for visualising complex systems and nding ways to simplify them Passionate, motivated, curious; interested in getting the job done

Design:

Strong design judgement, with the ability to clearly articulate design rationale Ability to interpret a brief and plan relevant resources accordingly Develop wireframes, screen-ow diagrams & UI spec documentation in Balsamiq

Mockups and Flash Catalyst Establish use cases and scenarios to understand user context 9 years working experience with Illustrator, Photoshop, InDesign and CorelDraw

Mac and PC up to and including the CS5 suite of applications

5 years experience liaising directly with print houses and packaging companies 2 years tutored experience with 3D product design software SolidWorks Understanding of script languages HTML, AS2, PHP, Java (Processing) and database

management via MySQL

Business:

Experience setting up a limited company Comfortable engaging business and technical team stakeholders for feedback and

negotiating successful compromises Consciousness of wider business pressures and key performance indicators (KPIs) Act as an evangelist for user experience within diversely skilled project teams

Customer:

Provide solutions that increase customer satisfaction 6 years experience within a help desk environment offering support to both the

general public and private clients World class people handling skills and telephone manner Fluency in ofce/administration software including Microsoft Word, Excel, Outlook,

Lotus Notes and intermediate skills in MS Access

Qualifications

BSc Innovative Product Design, First Class Honours - University of Dundee

The evolution of existing and emergence of new technologies has profound implicationsfor products, the people who use them and the cultures in which they are placed. This isboth an exciting and daunting proposition. Innovative Product Design aims to educatehybrid designers who have the ability to evaluate and creatively use technology in adesign context. Through sensitively and critically assessing the needs of people we hope

our graduates can design products that have a positive impact on our changing society.

Polly Duplock, Course Director, Innovative Product Design 2008

Awards

Interdisciplinary Design Award 2008, The University of Dundee

- presented by Mike Press, formerly of The Design Council

Innovative Product Design Student Prize 2006/2007

- presented by Polly Duplock, Course Director

Interests

I am very lucky to have a set of interests that either promote, inspire or involve me indesign at various levels. From the objects I make to the conversations I have, the designsphere is a strong influence in my life, and I love that. I enjoy photography and havemanaged to find a particular niche in nightclub / event photography. To get away fromthe computer, or just for some fresh air, I go mountain biking and hill-walking; Scotlandand Korea certainly cater well. Oh, and dont get me started on travel...

FrustrationsSeeing so many product interactions, whether public or private, that simply dont do thebest job they could. This does however have the benet of keeping my mind busy plot-ting how I could improve them someday.

Documents

GarryB ID Pf