I have worked with clients around the world, in multiple industries. When I was been brought in varied, depending on the project. Sometimes I came in before the project started and was tasked with planning out the UX approach and activities that would be appropriate (based on their needs and the type of project). Other times I came on as an individual contributor, doing specific tasks (such as research, design, etc.) In both cases I often worked in a domain that I had no or little experience in. Here’s some advice on how to engage and provide the most value if this is something that happens to you.
Competitive Analysis
Evaluate any existing platforms that support the key activity around the solution that is being designed for, to inform a competitive analysis of what is done consistently and to identify best practices to leverage. I did a similar exercise for e-Government sites for the Government of Egypt when I redesigned their e-Citizen portal last year (this competitive analysis is in my portfolio site, under Presentations).
I would try and get insights around what users would need from such a system, either through direct or indirect user research – I’d love to be able to watch users use a competing/similar platform to identify any usability issues they have (to avoid such issues in the solution I would envision). This may be a challenge to gain access to such users.
Business Drivers
I would ensure that I had a good sense of the business drives for the solution – If I do not understand what the business drivers/KPIs for the solution I am designing are I would not be able to successfully implement a solution that aligns and supports these drivers.
“Minimal Viable Documentation”
Create what I call “minimal viable documentation” of what the user journey and high-level experience would be – to get agreement from the key stakeholders and get a “green light” to support the detailed design work. This will include potential concept designs of key screens in the experience. Additionally, this journey map will drive detailed user stories used during the development process (which I will also help author). These design artifacts may be designed collaboratively in workshops based on the availability and interest of the stakeholders.
Concept Design Creation and Testing
Create concept designs and a prototype to test the design with users – preferably collaboratively designed with the end users or representative stakeholders through a Design Thinking Workshop (which will also help you gain insights about the industry). Hopefully testing will be the actual users, though I may use “proxy” users who are stakeholders familiar with the processes to test the design with these users. User Centered Design is an iterative process, and so I would leverage the results to refine the design direction.
Expectation Setting
Finally, during the entire process set expectations regarding the process and where I am throughout the process. If you are not familiar with the industry/domain then stakeholders might be extra “nervous” about your work. I like to “overcommunicate” and this helps insure alignment.
And make sure you have management support and clear direction. I always like to know where I stand, and I am not the work – if something in what I have designed is not working, the sooner I know the sooner it can be fixed. This is why the proper UX process is iterative, to support going from “first draft” to “finished novel.”