Wading into political topics, especially publicly, has always felt like a risky move. It presents the risk of ideological confrontation, it can end friendships, or a job. A person might not want to risk learning something they’d rather not know about someone they respect (or conversely, share views that are unpopular), lest their view of …
Author Archives: Harrison
Data-driven Decision Making Is No Substitute for Having a Point-Of-View
An organization’s fidelity to its vision and mission can be the difference between successful innovation and tumbling into obscurity. The unfortunate reality is that for many organizations, their vision and mission are only skin-deep. For customers, an organization’s vision and principles are the promise that customers will receive the value that they expect and that …
Continue reading “Data-driven Decision Making Is No Substitute for Having a Point-Of-View”
Autodesk
New Transaction Model – Expire/Suspend/Cancel The Autodesk New Transaction Model is the culmination of the strategy to shift all B2B transactions directly through the Autodesk subscription model instead of through third-party solution providers. This example walks through the process of auditing and addressing gaps in the Expire/Suspend/Cancel customer journey.
AI Folly
While the universe of AI/LLM/ML offers huge potential and promise, I always cringe when I see “AI” used as a marketing term, particularly for consumer products. It’s a vague buzzword that doesn’t communicate much, and it definitely doesn’t communicate trust and security. Non-technical people (and probably some of the technically inclined as well) either don’t …
AT&T
Report an Issue As a part of the implementation of a self service and personalization design strategy, the “Report an Issue” feature was created to enable customers to create service tickets whenever they encounter a problem that can not be self-resolved, and to eventually iterate to a fully automated issue reporting system that includes a …
Verizon
Wireless Broadband Solutions Engineer Questionnaire In order to ensure that Verizon could effectively provide 5G wireless broadband service to its SMB customers, a questionnaire was developed in collaboration with Verizon Solutions Engineers to walk customers through the qualification process. 5G wireless broadband has specific requirements for installation that include precise location, building type, and the …
Emerson
“Contact Us” Page Redesign Emerson’s Contact Us page was redesigned to accommodate dozens of product categories and brands, various supplier and sales options, support and training resources, and access to regional offices around the world. View the prototype View the page Emerson Online Support The challenge of Emerson’s Online Support redesign was to organize the multitude …
Hyatt
Hyatt wanted to conduct a competitive assessment of mobile phone apps for direct competitors in the hospitality industry, in addition to a handful of “best in class” apps that were not considered direct competitors in order to identify industry shortcomings and opportunities.
FPX
FPX provides a CPQ (Configure, Price, Quote) platform to businesses for tailoring product orders for their customers. This project was the first phase in transitioning multiple product interfaces and touchpoints (desktop, web, and mobile) to a unified interface on a cloud-based platform. View the prototype
VReferences
VReferences is a service concept that utilizes video to record reference requests for job seekers and prospective grad students. The concept won 1st place at Startup Weekend Chicago 2016.
Microsoft
As part of a larger proposal to unify Microsoft’s multiple online learning platforms, I was tasked with developing a proposal for the interaction model that would anchor the experience for the unified platform.
The North Face
50th Anniversary Campaign To celebrate its 50th anniversary, The North Face wanted to go back to its roots. An interactive timeline exploring The North Face’s history from its inception was built to tell their story. View the website
USTA
Usability Study Colleagues at Wunderman NY needed experienced help to validate their redesign of the US Tennis Association website. After getting familiar with the proposed design and the design objectives, a test plan was developed and a series of in-person guided walkthroughs and interviews were conducted to identify usability gaps and provide recommendations. Below are …
Sears
Sears Home Services The Sears Home Services website was redesigned to transform the website from an inflexible, early 2000’s-era website into a modern, fully responsive & touch-friendly platform with streamlined customer journeys, enhanced features, and concise content. Responsive Chat The Sears Home Services live chat system required a fresh responsive treatment that would be equally …
American Bar Association
The ABA Publications portal was built on a set of feature-limited templates on the Adobe Experience Manager (then CQ5) platform. The publications team needed a plan to add new features into the templates and maximize flexibility while minimizing the effort needed to transition content to the new design.
American Medical Association
To extend the functionality of the AMA continuing learning platform, member profiles were built to provide a central location for members to interact by asking and answering questions, and reading and commenting on articles and forum content.
Tribune Interactive
Forsalebyowner.com, a Tribune property, explored expanding its feature set with a tool that would allow contractors and service providers to bid on home owner projects.