Platform design lead, manager and ux strategist for Premier B2B eCommerce portal with 1.1 million small and enterprise business users and a generated yearly revenue of $352 million. AT&T Premier is a customizable website where users can conveniently manage, monitor, and purchase wireless devices, plans, and accessories for their organization.
Premier Online Store
Shop online for the latest phones, devices, service plans, and accessories. Ability to streamline the purchasing and management activities of any organization’s wireless program with a customized display of products and services based on a company’s telecom policies, employee permissions, and contract specifications.
Premier Online Care
Offers corporate enterprise and small business customers a robust suite of features and services designed to help telecom managers (TCM) and authorized Corporate Responsibility Users (CRU) manage their wireless accounts, run reports, and view and pay bills online. This self-service tool helps companies reduce resources spent managing their wireless business and allows more time to focus on other business needs.
Premier Online Billing
A dynamic billing experience that allows customers to view, analyze, dispute, and pay bills online. Provides visibility into the details of usage and costs–across multiple systems, services, companies or countries.
Creator, collaborator, communicator and coach
• Strong understanding and experience with developing UX strategies and performing user research
• Lead and evolve best practices and consistent UX processes and tools
• Work cross functionally to turn strategic product visions into successful UX solutions
• Solution-driven with the ability to focus on both the big picture and the details
• High impact leader with strong leadership skills to influence and drive initiatives
• Lead a team of UX designers by supporting short-term tactical as well as long-term strategic implications of design choices
• Encourage, empower, motivate and mentor team members to maximize their abilities and contributions to the organization
• Excellent project management with the ability to multitask in a deadline-orientated environment
• Manage goals, process, budget and resources
• Strong presentation, interpersonal and communication skills (written and verbal)
Product Life Cycle Management
• Lead development of user experience designs, including research, scenarios, wireframes and testing
• Collaborate with program and supporting departments to create a unified experience to achieve product, and project goals
• Partner with business and product managers to support the translation of requirements, and develop through analyzing data, user analysis, and usability studies
UX Design and Researcher
• Strong data and feedback driven analysis to support products
• Proficient with UX methodologies – User Centered Design and Design Thinking
• Efficient with relevant design and prototyping tools – Adobe Design Suite, Axure RP
• Versed with adaptive and responsive design across multiple devices and view ports
• Accomplished developing and utilizing UX guides, standards, and pattern libraries
Improving the customer experience starts with mapping the customer journey. The concept of a customer journey map is actually pretty simple. Think of it as a picture that shows all the steps your customer(s) go through in engaging with your company. Instead of looking at each individual touch-point between a customer and your organization, the customer journey map enables you to see the “big picture” of a customer’s holistic experience.
Most importantly, customer journey mapping helps you see things from the customer’s perspective – a critical first step in any CX transformation journey.
Focus on two key questions:
1. What are all the touch-points in the customer’s journey
• Learn: First become aware of a product or service, customer may conduct research and analysis prior to purchasing
• Buy: Make the decision to buy which communicates intention to the organization
• Get: Phase in which the customer receives the product
• Use: Customer uses the product
• Pay: Customer pays for the product
• Support: Organization provides the information to address product deficiencies or issues.
2. What’s happening at each touch-point?
Start with data analysis, quantifying aspects of customer touch-point. Complete quantitative data points with qualitative data points provided by the customer whether through online surveys, focus groups, or one-on-one interviews.