Design

Moves Journey

2019

Journey design for the movers process at Comcast inclusive of roadmap recommendaitons and identification of opportunities, gaps, and pain points across all journeys and touchpoints. 

  • Journey Design
  • Pain Points Analysis
  • Stakeholder Interviews
  • Future Journey Mapping
  • User Scenario Mapping
  • Roadmap Worksheet 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.


Omnichannel Order Entry

2017

Led design for the development of a platform for phone agents to process orders online; replacing older software and increasing efficiency and employee satisfaction.  
 

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

Where’s My Tech

2016

This app and experience are designed to give you a notification when your Comcast technician is en route. I designed the IA for the mobile app and created the notification recommendation on when + how to notify the customer during the lifecycle of the appointment. 

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

Labweek Demo at INTX

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.
 
You can watch our demo here!


My Account App

2014

Worked as the design lead for Buy Online Pickup In Store feature of the online buy flow for Comcast. Easily order online and pickup equipment at the store within 1 hour of purchase.

  • UX Design
  • Prototyping 
  • Stakeholder Interviews
  • User Story Creation 
  • Agile Team Participation 
  • 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.


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.

  • 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.

  • 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.

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