I mentored a designer and an intern in crafting a strategic recommendation for the future of the moves experience with Comcast. We did Journey design inclusive of roadmap recommendations and identification of opportunities, gaps, and pain points across all journeys and touch-points. We crafted customer journeys and recommendations based on data-driven personas and real-world gaps and opportunities to bring the current experience to life. We then crafted a future focused vision of the moves experience, inclusive of journey maps and UX designs / prototypes to present back to the business. We came up with a view of prioritized roadmap recommendations and led workshops with the Product Management team to gather feedback and align on direction.
- Journey Design
- Pain Points Analysis
- Stakeholder Interviews
- Future Journey Mapping
- User Scenario Mapping
- Roadmap Worksheet and Recommendations
- User Research
Buy Online Pickup in Store
The ability for people who are joining Xfinity to pickup their equipment in a store that is convenient for them. I led design for the feature, wrote user stories and acceptance criteria. I worked with development, product, testing and legal to deploy.
Omnichannel Order Entry
Led a small team of UX designers in the development of a platform for phone agents to process orders online; replacing older software and increasing efficiency and employee satisfaction. I partnered with Product Management and Development to build and deploy. I led an engagement with an external UX Research vendor to test the MVP with phone agents in their natural call-center environment as well as observe and document their sales-process and tool usage. I managed 2 designers in crafting high fidelity prototypes, UX and visual design.
- Art Director, Design Lead
- Employee User Research
- Agent Observation
- UX Design
- Art Direction
- Usability Testing
- Led two Vendor UX Research Round
- Managed to Sr. Level Designers
Where’s My Tech
This app is designed to give the customer a notification when your Comcast technician is approaching their house. This includes a live map of the technicians route and status updates. I led design for the Technician version fo the application as well as the customer-facing feature within the Xfinity My Account app. I utilized service design to showcase a map of the status and messaging across channels. I developed a prototype of the app and partnered with the UX Research team to do in-field ethnographic research and usability testing.
- Information Architecture
- Service Design
- Journey Mapping
- Read more from our Corporate blog here.
Labweek Demo at INTX
For the Internet & Television Expo (INTX) in Chicago, I join my colleagues Ross Staszak and Jon Moore to demo a concept we created for Comcast’s quarterly Lab Week. Each quarter, Comcast has a week that encourages employees the opportunity to work on projects of their choosing. As I have been primarily focused on Customer Experience (CX) and Self-Service work in the past year at Comcast, I wanted to work on a project that supported these efforts. We pulled together a small team of cross-disciplinary folks to build a proof of concept in one week for a Self-Service tool that helps customers manage, troubleshoot, and get information on their account. The concept is that a customer can interact with this system through two-way, text-based communication, enabling fast and personal solutions and answers without the aid of a live agent.
I led a team of 11 undergraduate development interns from Drexel to create a fully functional demo of the product. We integrated with the NLP tool DialogueFlow as well as our core service APIs to make real-time device / service troubleshooting and account lookup functionality. I crafted a ROI with the finance team and presented the concept to Senior Leadership in CX and Product Management.
You can watch our demo here!
My Account App
Led a team of 2 designers in the creation of the Xfinity My Account App, which helps customers manage and troubleshoot their services with ease. With over 18 million downloads, this is the primary account management touchpoint for Comcast Customers. I worked with Product Management and Engineering in Agile to deploy in 4 months. We did several rounds of UX research with Comcast customers to refine the design prior to launch. I presented this application widely with my Product counterpart across the company and participated in many solutioning sessions with development and operations.
- UX Design + Leadership
- Stakeholder Interviews
- User Story Creation
- Agile Team Participation
- Collaboration with Development, Product and Retail teams
Helped design Huffington Post’s first 12-hour online streaming channel source for iPad. Huffpost live is a platform for viewers to participate the news by having live conversation with the hosts. “Viewers are encouraged to explore content produced earlier in the day, and to chime in with text and video comments via a chat dialogue posted prominently on the [screen].” – Lauren Indvik, Mashable
Worked as an User Experience designer, iterating on wireframes and strategy with a crack team of other creatives.
The XFINITY tv app allows you to browse a programming guide and tune your TV to channels as well as On Demand content. It also now allows you to stream videos from a library of content.
- Refined requirements into use cases.
- High level interactions via wireframes.
- Incorporated findings from testing.
- Sat with dev to see the product through.
- Visual design enhancements.
- Streamlined team’s documentation.
AnyPlay for Xfinity TV
AnyPlay is Comcast’s first live TV streaming app. Users can watch live TV on their iPad’s through a device that connects to their home Wi-Fi router on the home network. I was the Sr. Designer responsible for the feature design. I partnered with the development team and the Product Manager to take this to employee trial.
- Concepted early phase requirements.
- Refined through usability sessions.
- Created detailed documentation.
- Collaborated with engineering to implement.
Barcelona TV Guide
Developed key features for Comcast next generation, tru2way-enabled set top boxes, to replace legacy hardware and software.Participated in usability sessions that informed designs and key use cases I defined in collaboration with Product Management. Led IA and Interaction design for features like Faceted Search, On Demand browse, on-screen Reminders and Favorite Channels.
- Information Architecture
- Interaction Design
- Feature + Concept Development
- Use Case Development
- Flow Diagrams + Documentation