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.

T-Mobile: Sales & Service Dashboards

T-Mobile

Sales and Service Dashboards

 

T-Mobile Omni-Channel Prototype

Client: T-Mobile Sales and Service
Role: Lead CX Designer
Details: Working onsite in Bellevue, WA over 6 months, 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 and and rapid prototypes demonstrating user-flows and interaction design
  • (Axure)

Result: Project Implemented. No further information is available.

My job as a Customer Experience Design consultant for Deloitte Digital presented the opportunity to design and develop a suite of custom solutions for T-Mobile spanning customer-service, executive, and consumer facing user-interfaces with the goal of assisting customers to quickly find the products and services that best serve their needs.


View the proposal, process, and rapid-prototype screens (.pdf)
This .pdf was presented to broadly outline goals and perspective, present lo-fidelity screen designs, customer-personas and journey, sketches, and information.

Watch the introductory video (.mpg)
This short video was crafted to give a broad overview to our goals and engagement history.

View the Low-Fidelity Prototype (.html)
Axure prototype used for presentations and development guidance. Higher-fidelity version is available in-person, but must be run on a local machine.
View the Notifications Dashboard Prototype (.html)
Working proposal example of a dashboard for Marketing professionals
More examples are available, but need to run locally and shown in-person.

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.

Microsoft: The Archivist, Twitter Analyzer Tool

Microsoft

The Archivist: Save and Analyze Tweets

mixonline-poster-archvist-home

Client: Microssoft
Role: Principal CX Designer
Details: As FTE UX/Technical Evangelist, I was responsible for:

  • User Research
  • User-Personas & Customer Journeys
  • Information Architecture
  • Creating wireframes & demos using WPF and HTML5
  • Hand-in-hand work with Development

Result: Relased in 2009, retired 2011. The MIX Online team was re-organized and Microsoft could not justify the cost to maintain the database of 5,000,000 tweets overe 350+ keywords.

In 2009, Twitter was becoming an instrumental force in the way we communicate and create social change. At the time, however, there were no solid methods for saving and analyzing the vast amount of data that was being aggregated by the service. Seeing the need for this kind of service, as team members in the MIX Online group at Microsoft, I and Karsten Januszewski designed and developed The Archivist.

The Archivist Desktop

The Archivist - Desktop

The Archivist began as a WPF application used to aggregate posts around a certain hashtag and provide limited analysis around that hashtag.

Following the release of The Archivist Desktop, we were able to leverage the project and add new functionality which enabled Microsoft’s MIX Online team to use it in conjunction with two other projects: Flotzam, a Twitter visualization application, and the MIX, PDC09, and Channel 9 conference video players. The Archivist Desktop application was used to filter, monitor, and curate selected Tweets that were being sent during Microsoft conferences, providing an interactive augmentation to the audience and the live videos surfacing relevant content.

archivist-desktop-video-flotzam

 

The Archivist Web

After its release and great reviews, we realized that because it was a Windows-only product which required install, we were keeping out a significant number of potential users, as well as a lack of more robust analysis functionality. This led us to create a second version that was web-based and available through any browser.

icon-pdf

The Archivist - Web

The service unfortunately had to be taken down in 2011 when The Archivist reached 5,000,000,000 archived tweets, Twitter’s Terms of Service changed, and the service could no longer be sustained.

Features that The Archivist included were:

  • Search Twitter and find specific tweets around your search terms
  • Save up-to three searches up to 50,000 individual tweets
  • Make archives public or private
  • Datavisualizations showing
    • Number of Tweets over time
    • Top users using the specific search term
    • Original tweets vs. re-tweets
    • Most-used words in the archived tweets
    • Most-referred-to URLs in the archived tweets
    • The source of the tweets (Web, HootSuite, TweetDeck, etc …)
    • A view of the most-recent tweets around that search term
    • Export to Excel
    • Export to .zip (txt file)

The Archivist Web Press and Reviews

We received some good press and reviewers took time to walk through the features:

How To Download Your Tweets With The Online Archivist

The Archivist Tracks Twitter

Archivist – Awesome Twitter Search Archive Tool

Microsoft Unleashes The Archivist