I’m a service designer at Getaround.

Service designers are responsible for the research, design, and business strategy that goes into user experiences. I focus on the UX design, user research, and design strategy that together make a better user experience possible, across channels, within the context of Getaround’s business goals.

Get in touch!

Email me at adfineman at gmail dot com or send me a message via LinkedIn.

Download my resume here.

 

My Skills

Service design, design strategy, and business


 

After working in customer experience consulting at Temkin Group for three years, I got my master’s degree in interaction design at Carnegie Mellon. My goal was to move from talking about the user experience to designing it—and what I learned in my consulting career helped me contextualize my work as a designer at Fitbit, Adaptive Path/Capital One, and Getaround.

Service design requires the cooperation of people from different parts of the business to co-create conditions for a good user experience. In facilitating workshops and researching design questions affecting users across channels and touchpoints, I’ve learned a lot about how to work with people to discuss sensitive topics in the workplace and help teams align around a common strategy. Working for companies ranging in size from a 100-person startup to a 45,000 person enterprise taught me a lot about how to design around business risks, especially in highly regulated industries.

Managing Adaptive Path’s summer intern program and participating in the hiring process for our growing design team at Getaround has given me a lot of perspective about how to work with different groups of people as both a mentor and a peer. Mentoring other designers and researchers is something I hope to gain more experience in.

Related work:

Omni-channel customer experience strategy for Capital One
Skills featured: Synthesis (ideation and research), multi-product business strategy

 

User Research and hands-on UX design


Design research has been a focus throughout my career. I’ve done research under many conditions, from scrappy guerrilla projects and sprints to extensive research projects with dozens of participants. At Fitbit, I worked under a Lean UX model, working side by side with a developer to test iterations weekly. At Adaptive Path, I conducted intensive studies in exploratory and practical domains, tested concepts and wireframes, as well as synthesized secondary research to make use of other teams’ work. At Getaround, I’ve worked as a research team of one to support product squads and to support service design projects.

My roles have also included some hands-on UX design work. For much of 2017, I focused on designing wireframes, prototyping software, and working with engineers and product managers on a javascript app for call center agents. Working with the regulatory constraints and legacy technology added a layer of challenge to the already complicated subject matter of account management and fraud prevention. On that project, my team jumped into a project already in flight, with a tight deadline, and managed changes in scope, technical understanding, and future planning while creating and revising wireframes, conducting user research both guerilla and traditional, working with front-end developers on implementation, and creating a plan to monitor the MVP in order to quickly correct things that should be altered.

Service design goes beyond the screen to affect the design of policies, customer service, and other “touchpoints” that affect the customer’s use of the service. I’ve used my user research insights at Getaround to advocate for changes in the in-car experience, to reduce the risk in a releasing a new fuel policy, and to develop both the mobile app wireframes and the product policies for an all-new cleaning service for our users.

Related work:

 

Designing and testing the new exercise auto-detection feature 
Skills featured: wireframing, UX design, user research, project management, pair work with developers, Lean UX piloting

Improving the customer experience for declined customers
Skills featured: user research, facilitation, ideation, teaching, piloting new research and design methods

 

Data in design and strategy


I’m interested in how designers can partner with data scientists to inform their work facing both external and internal customers. At Getaround, I created an internal training document for non-technical colleagues to understand our business intelligence database. At Adaptive Path, I developed this interest by learning about the practical realities of the company’s data architecture and tech infrastructure during a “tech transformation” initiative. I’m committed to working on ways to help my fellow designers become more fluent in the language of data while understanding both its limitations and the possibilities it enables.

Related work:

 

Data ecosystem investigation and poster
Skills featured: Research, synthesis, visual/information design, public speaking

Omni-channel customer experience strategy for Capital One
Skills featured: Synthesis (ideation and research), multi-product business strategy