Design

Xfinity.com

2021

New Information Architecture for navigation and page content framework for xfinity.com. Design experience for e-commerce, self service, and product use, to reimagine the xfinity.com ecosystem, which supports the entire end to end customer lifecycle from a self service standpoint.

Process:

  • User Research for card sorting of actions across the lifecycle.
  • Information Architecture and nav design for site.
  • Stakeholder interviews across the business to understand business needs.
  • Content system and wireframing to illustrate the site purpose within the architecture.

Role: Lead Journey Designer and Information Architect.
Cross-Functional Collaborators: Product Management, Engineering, Marketing, Sales, Business Units, SEO

  • Strategy Docs
  • Storytelling
  • Journey Design
  • Information Architecture

Multi-Dwelling Unit Journey

Strategy and journey design across the customer lifecycle to improve our customer lifecycle for residents and owners of Multi-Dwelling Units.

Process:

  • Internal stakeholder interview
  • Customer Insights research
  • Phone agent team field research
  • Pain Points identification and mapping
  • Design thinking workshopping to identify solutions to solve pain points
  • Creation of end to end cross-channel journeys to illustrate Omni-Channel experience
  • Presentation and roadshow to the Business and Product teams

Lead Journey Designer: Led a team of three designers to create a journey strategy that will serve Residents and Owners across their lifecycle as a Comcast customer.

Role: Lead Designer
Cross-Functional Collaborators: Customer Experience

  • Field Research
  • Stakeholder Interviews
  • Pain Points Analysis
  • Ideation Sessions
  • Journey Design
  • Leadership Presentation / Roadshow

Moves Journey

201

2019

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.

Role: Lead Designer
Cross-Functional Collaborators: Business Leadership, Marketing, Field Ops, CX, and Product Management

  • Journey Design
  • Pain Points Analysis
  • Stakeholder Interviews
  • Future Journey Mapping
  • User Scenario Mapping
  • Roadmap and Recommendations
  • User Research  

Buy Online Pickup in Store

2018

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.

Process:

  • Business need identification for process between store and digital channels.
  • Dev and architecture discussions.
  • Wireframing and Visual Design
  • Development estimation and grooming
  • Development support and QA
  • In-market A/B testing
  • National rollout

Role: Lead Designer
Cross-Functional Collaborators: Product Management, Engineering

  • Art Director, Design Lead
  • User Research  
  • Prototyping 
  • UX Design 
  • Art Direction
  • User Story Writing 

Omnichannel Order Entry

2017

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.

Role: Lead Designer
Cross-Functional Collaborators: Product Management, User Research, Engineering

  • Art Director, Design Lead
  • Employee User Research 
  • Agent Observation 
  • Prototyping 
  • UX Design 
  • Art Direction 
  • Usability Testing 
  • Led two Vendor UX Research Round
  • Managed to Sr. Level Designers

Where’s My Tech

2016

This app is designed to give the customer a notification when your Comcast technician is approaching the 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.

Role: Lead Designer
Cross-Functional Collaborators: Product Management, User Research, Engineering

  • Information Architecture
  • Service Design
  • Journey Mapping
  • Read more from our Corporate blog here.

Xavier – A Personal Assistant

2015

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.

Role: Inventor, Co-Op Program Lead
Cross-Functional Collaborators: CX, Engineering
 
You can watch our demo here!


My Account App

2014

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 solution sessions with development and operations.

Role: Lead Designer
Cross-Functional Collaborators: Product Management, Engineering, User Research

  • UX Design + Leadership
  • Prototyping 
  • Stakeholder Interviews
  • User Story Creation 
  • Agile Team Participation
  • Field Research 
  • Collaboration with Development, Product and Retail teams

HuffPost Live

2013

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.

Role: Lead Designer
Cross-Functional Collaborators: Product Management, Engineering


Xfinity TV

2011

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.

Role: Lead Designer
Cross-Functional Collaborators: Product Management, User Research, Engineering

  • 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

2011

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.

Role: Lead Designer
Cross-Functional Collaborators: Product Management, User Research, Engineering

  • Concepted early phase requirements.
  • Refined through usability sessions.
  • Created detailed documentation.
  • Collaborated with engineering to implement.

Barcelona TV Guide

2010

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.

Role: Lead Designer
Cross-Functional Collaborators: Product Management, User Research, Engineering

  • Information Architecture
  • Interaction Design
  • Feature + Concept Development
  • Presentation
  • Use Case Development
  • Flow Diagrams + Documentation