Fidelity Bloom®

Fidelity Bloom® utilized behavioral economics techniques, gamification, and design to help people build better saving and spending habits. It aimed to provide a simple and comforting experience for managing finances, an obligation that is traditionally daunting and complex.

Problem

The iOS app was delivered shortly before I joined Bloom, but there was no strategy for designing and releasing an Android version of the app.

Process

• Engaged with our internal research team to learn any differences in user needs between iOS and Android for our target personas

• Create a customized Android design system for Bloom based on Google Material 3

• Convert all layouts, components, and interactions to the new Android design system using Figma

• Conduct usability testing

• Assist the Android development team with coding UI using Jetpack Compose with Kotlin (saving the team valuable time to market)

• Measure success in coordination with our data analytics and research teams

Analytics Dashboard

A customizable dashboard allowing supervisors in a call center to track performance in real time.

Problem

Call centers need to display performance metrics in a publicly visible area in order to encourage efficient, quality customer interactions.

Process

• Visit call centers in person to gain insights into their day-to-day processes.

• Talk to team leads about the metrics that concern them the most, and current solutions for keeping their teams updated on call center performance.

• Collaborate with product managers and developers to define project requirements.

• Build wireframes for creating, configuring, and displaying call center performance metrics on TV’s or other public monitors.

• Test clickable prototypes with existing customers using InVision.

• Deliver styled UI mockups for implementation, and monitor development progress.

Genesys Tempo

A mobile app providing access to essential scheduling tasks.

Problem

Call center agents need a way to quickly view and change their schedules on-the-go, so they don’t have to be at their desk when life happens and they need to adjust their work hours.

Process

• Represent UX in a Design Thinking workshop, collaborating with product managers and customers to develop a more thorough understanding and definition of long-term mobile vision.

• Talk to agents and their supervisors about their current processes for various scheduling needs.

• Build wireframes and a clickable prototype.

• Test designs with dozens of call center agents using UserTesting.com.

• Monitor development and QA before launching Tempo in app stores.

Voice Transcription

A visual representation of a conversation allowing call center supervisors to review call quality identify areas for improvement.

Problem

Call centers need to transcribe phone calls and analyze the topics covered along with customer sentiment in order to improve the quality of conversations.

Process

• Talk to customers about how they are currently tracking call quality and customer sentiment.

• Collaborate with product managers and developers on project requirements.

• Build wireframes to illustrate topic and sentiment detection in voice transcripts.

• Collect customer feedback on wireframes.

• Build an interactive prototype for navigating transcripts.

• Monitor development and coordinate with product managers to collect feedback during a beta release.

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