PRODUCT AND USER EXPERIENCE SPECIALIST

Siyandza Skills Development is a software development company that specialises in bespoke learning and development software and solutions. As a small company, it is a high-pressure, time-sensitive environment, often requiring rapid research, design and development sprints.

1. Researching, designing, prototyping, testing and implementing successful and sustainable product and experience solutions for all core users, clients and products.
2. Worked with school leavers, educational institutions, employers, government agencies, corporates, NGOs, community organisations, designers, developers and hosting providers to design bespoke applications and solutions as a Product and Experience Specialist.
3. Expanded the UX Team to include a visual experience designer, interaction designer, content instructional designer and usability testers.
4. Redesign an outdated legacy PHP Learning Management System to improve the user experience, User interface components and quality of the product.
5. Increased mobile device access by 92% by simplifing the user experience of learners and redesigning features and functionality, optimizing the navigation learning platform for mobile devices.
6. Built processes that facilitate the improvement of NGO stakeholder engagement to enhance the user experience and service design of a learning management system (LMS) for training and placing school leavers in entry-level jobs, reducing the need for redesign, and maximising the research and development budget.
7. Reduced abandonment rate by 40% and increasing engagement by designing open-access content solutions for users awaiting approval/placement.
8. Design Hybrid Mobile applications to service iOS, Android (including Huawei devices) increasing installs and usage by 60%.
9. Improved analytics tracking on Web, iOS and Android applications using Google Analytics Integration to gain visibility of user engagement and behaviour to support business and design decisions.
10. Manage user stories and product development roadmap using Atlassian Jira software.

SENIOR UX SPECIALIST

Bytes People Solutions is a global leader in Customer Experience Management and Business Process Outsourcing. As a global leader, I was tasked with building knowledge and learning management solutions for key clients to improve contact centre support.

1. Worked with Telecommunication, Electronics and Entertainment/Broadcast corporations, to design and develop bespoke applications and solutions as a Senior User Experience Specialist.
2. Started the first UX Department at Bytes People Solutions (now owned by iSON).
3. Designed a knowledge and learning management experience application from the ground up for each key client.
4. Sold the solution to Samsung and MultiChoice, generating millions in profit.
5. Trained the Vodacom Learning and Development team in User Experience Design.
6. Designed user experience and interfaces for Vodacom’s Oracle Knowledge Management Solution and assisted in the launch of its first knowledge offering.
7. Implemented custom Moodle solutions to improve the reporting and training capability of the Bytes Training Department.

SENIOR CASE BASE AUTHOR

Inter-Active Technologies (Pty) Ltd is a specialist Call Centre and Communication Operation. Years of Services Innovation and System Design in Customer Contact Centres, Business Communication Services, and Information Communication Technologies. I worked with MTN and Neotel to conduct research to improve the knowledge management experience and articles, utilised for customer support.

1. Worked with Telecommunication corporations to research, design, implement and report on the success of existing applications.
2. Employed and trained two new case base authors.
3. Implemented user experience research methods to gain a deeper understanding of the user demographic, knowledge gap analysis and system usability.
4. Conducted detailed research and produced research reports that aided in improving their eGain Knowledge Hub.
5. Grew the knowledge base by +/-500 knowledge articles.
6. Implemented HTML editing to improve the knowledge article experience, which included video, audio and interactive content, thus improving a user’s ability to support mobile device trouble shooting without physically possessing the mobile devices.
7. Designed ISO 9000 process for auditing and procedure purposes.

SENIOR TRAINER/COACHING DEPARTMENT HEAD

Inter-Active Technologies (Pty) Ltd.

1. Implemented a basic knowledge management tool that reduced the average call time and increase quality assurance scores.
2. Conducted Needs Analysis to implement learner needs and knowledge gaps.
3. Designed and Developed Learning Material.
4. Facilitated Learning Workshops with over 5000 learners.
5. Conducted of Assessments and Moderation.
6. Provided ongoing learner support to ensure learner success.
7. Conducted 100's of evaluation feedback sessions to improve learning delivery and design.

CONTACT CENTRE SUPERVISOR

Inter-Active Technologies (Pty).

Supervised the activities and work volume of Call Centre (CC) Customer Services Representatives in attending to incoming customer enquiries and the resolution of issues raised, in order to provide optimal service delivery.