Project Name:
Xfinity App’s Wifi Stateful Header

Our team's objective was to make the Xfinity app the go-to destination for Xfinity internet customers to easily understand their home’s connection status at a glance, along with giving customers the most useful troubleshooting action for each potential scenario.

The Xfinity app receives 10 million unique household visits each month. Yet, before this work, the Xfinity app only provided users one static message that gave no indication of the customer's internet status.

Our team was tasked with creating a dynamic experience for dozens of connection scenarios, many unclear and undefined at the start of the project.

Along the way, we collaborated with other teams to identify dozens of possible connection scenarios that a user could be experiencing — different combinations of whether there is an outage occurring, device issues, etc.

I went about creating a messaging system that eliminated all this complexity for the user — a system that could adapt to account for all the scenarios, yet delivered in a simple and intuitive way that's easy to understand for customers.

Results:
In Q3 2023, the Xfinity app was found to be the preferred tool by Xfinity customers in monitoring and controlling their WiFi.

Our research team found in their Consumer Research & Insights Report that 51% of customers preferred to use the Xfinity app for monitoring and controlling their WiFi. For comparison, the 1-800-XFINITY phone line came in at 11%.

While operating costs of the phone hotlines and agent chats are significantly higher than the Xfinity app, these outcomes are a significant business win. 

In the same study, the Xfinity app was the preferred tool for customers who wanted to troubleshoot their Xfinity services — exactly what the stateful header was designed to empower customers to do.

Project Name:
Xfinity App’s Device Priority

This was a net new functionality for internet customers, giving them the ability to choose a device to prioritize on their home WiFi.

The selected device is given the most reliable connection available on a customer's home internet, and this project was considered a key part of Xfinity's larger efforts to improve reliability through low latency and other technical improvements.

My role required a close collaboration with the UX design team to create a user flow that educated and guided Xfinity customers on how to use this powerful new tool with their home internet.

Project Name:
Xfinity App’s Offline Solution Center

Our team was asked to create an experience to help customers through one of the most frustrating moments for internet customers: when things aren't working.

The result was the Offline Solution Center (OSC), a single destination for customers experiencing an offline scenario to get timely information and clear next actions tailored to their specific offline scenario.

This was a deep collaborative effort between the UX design team and myself, along with the research team.

We went to lengths to determine the most desired information and actions for multiple types of complex offline scenarios, then created prototypes and ran our work through user testing to validate the work's usefulness to the end user.

To the left, you'll see the prototype for the "offline during a service outage" scenario.

Project Name:
Discover App’s Onboarding Wizard

At Discover, I led content for the team responsible for new customer and onboarding projects — projects critical to engagement with the website and mobile app.

The Onboarding Wizard project tasked my team with creating a UX flow that gave users a guided tour of the many different benefits and customizations offered by Discover to customers.

This project was a large collaboration and substantial exercise in good stakeholder management with 25+ product owners (not kidding).

Each product owner had their own specific requirements, legal/compliance issues, and personalities.

To navigate it all, my team conducted working sessions, multiple legal reviews, and comprehensive product reviews to successfully handle a barrage of feedback and concerns from the numerous product owners.

Furthermore, to prove out our ideas, we also worked closely with a great research team to conduct user testing. We never forgot that the experience had to not only work for the business, it had to also work for the users.

Working with the research team, we created different test options that revealed valuable insights into what worked and what needed changed.

This partnership with research helped us learn user preferences, avoid engagement drop-offs, how to prioritize the steps, convince product owners of better UX decisions, and create a great experience to welcome our new customers.

Project Name:
Enhanced Recovery Sports Drink’s Product Launch

Enhanced Recovery Sports Drink is a product where I played a lead role in creating the brand identity for the product's launch.

My role included creating the entire content strategy and developing the brand identity from scratch.

Through collaboration with sports scientists, including Dr. Bob Murray, co-founder of the Gatorade Sports Science Institute, I created UX wireframes and wrote the messaging for the entire site, while shepherding projects through stakeholders.

The most comprehensive part of my work here was creating the complete messaging guidelines for this new product.

View The Complete Messaging Guidelines PDF

Project Name:
Sundberg-Ferar’s Website

Sundberg-Ferar is a Detroit-based product design studio that wanted to update their website. For this project, I performed more in the role of UX designer, along with some content strategy.

I conducted a content audit and then created UX wireframes for the entire new website (roughly 15 pages) to visualize the recommendations for a better content strategy and improved user experience.

Project Name:
Harley-Davidson’s Marketing Emails

How can you possibly give people the feel of the open road in their inbox? You push the brand voice to ignite the rebellious streak that's inside all of us, especially the Harley-Davidson target audience.

We may all have to get older, be responsible and check our emails. But we don't have to do it quietly. 

Project Name:
Grainger’s Email and Landing Page Infographic for Shark Week

Grainger is a giant B2B company that sells over 2 million products to offices, factories and other businesses. A lot of Grainger's marketing is heavily focused on sales and pushing products, which can easily burn out customers and hurt performance metrics.

To keep the audience engaged and boost performance metrics, our team decided to better balance out the regular marketing-focused emails with a steady dose of interesting content that people want to engage with — simply because they enjoy it. 

This landing page infographic and email were created to provide fun, quirky and entertaining facts during Shark Week. 

Project Name:
Schwan’s “Recipe Of The Week” Emails and Promotional Banners

Schwan's is a Midwest company traditionally known for delivering frozen food via trucks right to their customers' doors. Schwan's was looking to change customer perception. They wanted to go from being known only as a frozen food delivery service to instead become a trusted source of new, delicious and interesting ideas for meals and holiday entertainment. 

We created the "Recipe of the Week" email campaign that served up simple and fun recipes for the busiest moms and dads. We also created banners and other ad hoc emails to promote their lesser known categories, including health food options, seafood dishes and football tailgate party ideas. 

Project Name:
Cancer Nonprofit Organization’s Feature Article

Compass to Care is a nonprofit organization dedicated to helping kids battle cancer. The organization raises money to help families alleviate the heavy financial burden of traveling to hospitals and cancer treatment centers.

This article was created to raise awareness about Compass to Care's mission and showcase the Dina Doll. Proceeds from the sales went directly to families. The Dina Doll could also be purchased as a gift for children battling cancer.  

Modified versions of this article were published on local news websites, such as The Iowa City Patch and TribLocal Lake Forest.

Project Name:
Facebook Share and Email for Hawaiian Airlines

When Hawaiian Airlines and Healthways, Inc. partnered up to promote healthy living to the good people of Hawaii, they needed to get the word out about their well-being survey.

Believe it or not, people who live in Hawaii get tired of the beaches and island life. (Weird, right?) So we created social share components and an email to get the audience excited about how they could win a free trip to "the Mainland."