AT&T

Goal

In 2017, T-Mobile was ranked #1 in customer satisfaction by consumer reports. T-mobile has also been growing steadily in the share of the consumer mobile market compared to the older more established AT&T. AT&T required a website analysis and user experience insights to learn how to improve its services and overall customer satisfaction.

Results

After carefully reviewing both sites, a report was prepared to highlight some of the key areas in which T-mobile was surpassing its rival. A user journey map was also created to show how each touchpoint was an opportunity to delight and enhance the user experience. With this knowledge in hand, the company was better prepared to plan improvements and user-centered innovations.

Services provided

• Website comparison and analysis report
• User Personas
• User Journey Map

Role in project

UX lead, Research, and testing, Designer

Skills

Infographic display
Applied design thinking
User behavior modeling
Empathy, POV discovery and definition
Writing

Tools

Adobe Creative Suite, Illustrator, Photoshop, Google Slides

The Cosmos Club

Goal

In the Fall of 2014, the Cosmos Club Information Technology could be accurately described as dysfunctional. Staff computers frequently stopped working, there were constant network disruptions which resulted in lost or missing files, communications and business disruptions throughout the club. The website, a major point of contact with members, was outdated, it had changed very little since its launch in 2006 and was representative of the state of network devices which was crumbling, licenses were not updated and there were a very real fear and possibility that critical failures would occur. The website was compromised, Google warned users that the website was hacked publicly in mid-2015. There was no strategy for upgrades, periodic review of inventory and staff support, monitoring. If there was a breakdown, it often took a long time to even diagnose what the problem was.

Results

Today the Cosmos Club has a website that it can be proud of and accurately reflects the prestige and history of the organization. The site has a simple and modest general public-facing pages and a rich interior life for members who log in.  The website allows its members to check their statements with ease, modify their accounts, create event and hotel reservations. It also has photo galleries and audio recordings of events that can be accessed and listened to from any device. It also has an online shop, membership directory and forum allowing members who live both near and far to engage and be part of its vibrant intellectual community.  Most recently, the website has added a career section and online job application, member nomination and live event streaming to its functionality. As it continues to evolve we look forward to growing and expanding this very vital service to the organization.

Services provided

• Brand Refresh
• Website Design & Development
• Systems Integration

Role in project

Project lead, Designer, Developer

Skills

Project management
Brand development
Audience research and strategy development
Multimedia campaign development
HTML, CSS, Javascript, .Net, C#, DNN, MsSQL

Tools

Adobe Creative Suite, WordPress, Mailchimp

The Shenandoah Valley Tourism Partnership

Goal

The Shenandoah Valley Tourism Partnership (SVTP) was seeking proposals from qualified firms to design and support a professional, user-friendly website. It is SVTP’s desire to improve the functionality, content and look of the existing website in an effort to provide assistance to visitors, group tour operators, wedding planners, the media and other groups interested in exploring the Shenandoah Valley.

Results

Comprehensive Content Strategy Report

Services provided

• Content strategy
• Determination of KPI’s and metrics.
• Content Alignment Summary

Role in project

Project lead, Designer, Developer

Skills

Market Comparison Analysis
Brand Design Integration
Audience research and strategy development
User Experience Research
Information Architecture
Message framework
Writing

Tools

Adobe Creative Suite, Google Slides, Buzzsumo, Lucidchart, Screaming Frog SEO

Adobe

Goal

The standard for design industry software, Adobe has been a provider of superior desktop tools for some time. However, with its new cloud-based platform, Adobe seeks to introduce Adobe tools to a new generation of mobile users with low tier free versions of its suite. This is a difficult position to address the needs of both professionals and novices while keeping its mobile apps profitable.

Results

An app comparison report was published containing Problem/POV statements that revealed some strengths and weaknesses of the Adobe iPad illustration app. In addition ideation exercises were applied as potential solutions to some of the challenges.

Services provided

App comparison and analysis report.

Role in project

UX researcher

Skills

Audience research and strategy development
Ideation & Evaluation
Writing

Tools

Adobe Creative Suite, Google Slides