Visa: Credit Performance Accelerator

Credit Performance Accelerator

Visa Credit Performance Accelerator

Client: Visa Card Issuing
Role: Lead CX Designer
Details: Working onsite in San Francisco Monday through Thursday, I was responsible for:

  • Conducting workshops with the client and internal stakeholders
  • Creating user-personas and customer journey maps
  • Distilling results from previous workshops to establish information architecture, taxonomies and content strategy.
  • Creating wireframes (Illustrator) and walkthrough (Axure)
  • Producing and animating a PowerPoint deck (at the request of the client) for presentation of their goals.

Result: Project Implemented. No further information is available.

Working on-site at Visa’s offices in San Francisco, as a Customer Experience Lead Designer with Deloitte Digital, I worked with Visa stakeholders to develop a responsive web application for their customers to help develop custom card-offerings for their clients. By combining easy to use interfaces, data-visualizations and specialized controls, customers are provided a system that allows them to more quickly, accurately, and efficiently create new custom card offerings to their consumers.
Visa CPA screens - laptop
View the proposal animated PowerPoint presentation
Run the presentation in “presentation mode” to view the animations.
More examples are available, but need to run locally and can be shown in-person.

The State Of Michigan: Healthcare Portal

The State Of Michigan

Healthcare Portal

State of Michigan Healthcare Portal

Client: The State of Michigan
Role: Lead CX Designer
Details: Working onsite in Lansing, Michigan Monday through Thursday, I was responsible for:

  • Conducting workshops with the client and internal stakeholders
  • Creating user-personas and customer journey maps
  • Developing a heuristic evaluation of their current system
  • Distill results from previous workshops to establish information architecture, taxonomies and content strategy.
  • Create wireframes, and customer journey walkthrough using Axure
  • Provide redlines, content, imagery, and supporting assets

Result: Project Implemented. No further information is available.

As a User Experience Design Consultant working on-site in Lansing, Michigan together with a group of of other Deloitte business consultants, I led the team to redesign Michigan’s healthcare portal to better-enable access to Medicaid, Medicare, and other services for those in need of medical insurance and benefits.

This project included user-research, the gathering of business and government requirements, technology research, team-collaboration, Information Architecture, Wireframing, Rapid-Prototyping, Visual Design, and managing a remote team of junior designers in Seattle providing support while I was in Michigan.

Deloitte Digital: Digital Engagement Platform

Deloitte Digital

Digital Engagement Platform

 

Digital Engagement Platform

 

While at Deloitte Digital, a group of 5 were approached by a partner to engage on a new internal initiative to bring a perspective and proposals to engagement around “The Internet of Things” (aka “IoT”). Helping lead this project, I developed the perspective of developing individual and reusable APIs around 6 particular channels which could be used with multiple types of data-sources to help accelerate the development of new, custom, engaging experiences for our customers.

While I’m restricted from showing much of the outcome of this initiative due to confidentiality agreements — as well as much of it being code around the APIs themselves — the above data visualization helps demonstrate the thinking I was able to bring forth to make new experiences possible.

This project also lead me to further engage with the “IoT” community at Deloitte Digital and work on a “20%” project at Deloitte University to enhance the experience for potential clients, current practitioners, and attendees of conferences while onsite.

Find our more about the Deloitte University project.