Structure, Clarity & Beauty through Design
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 generative large language model chat support channel. The use case for this example illustrates the customer journey for fiber internet installation.
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 floor that the customer is on, among others. This questionnaire would ensure that SMB customers could not order a service that could not be installed, and that resources were only deployed where installation could be completed.
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
The challenge of Emerson’s Online Support redesign was to organize the multitude of product categories (and sub-categories), brands, and industries, while streamlining access to product information which included manuals and brochures, spec sheets, and FAQs. View the prototype
Initial work for a proof–of–concept cloud–based dashboard for industrial plant management.
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 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 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.
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.
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
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 excerpts from the study findings presentation.
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.
The Sears Home Services live chat system required a fresh responsive treatment that would be equally capable on both mobile and desktop, and fit in with the update the Sears Home Services website received.
The Sears Home Services Resource Center was a strategic attempt to generate continuous engagement by re-envisioning the content architecture to structure & centralize content relevant to home owners. View a prototype example
Proof-of-concept work for a platform that would allow online retailers to sell to their customers using Sears’ ecommerce platform and product catalog.
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.
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.
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.
