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 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

The Training Source Inc. is a non-profit organization located in Prince George’s County, Maryland that provides training services to unemployed citizens and others who cannot afford to pay for training.

Goal

TTS needed an effective and easy to maintain a website that would be an effective introduction to its community work and services. After launching an initial static website, it wanted to upgrade its website and expand its online capabilities.

Results

After building an initial starter website for the organization, we revisited the Training Source’s needs and performed a research and usability study. We produced a report that serves as the foundation for their online strategy moving forward, clarified the right direction, and serves as the guiding document for a website relaunch.
In addition, BBT is now building a new interactive home for The Training Source.

Services provided

• Website Analysis
• Website Design & Development
• User Personas
• User Research – Surveys, Card Sorting, Diary Studies
• Usability Study – Heuristic Evaluation

Role in project

Consultant, Project lead, Designer, Developer

Skills

Project management
UX Research
Audience research and strategy development
HTML, CSS, Javascript, PHP, MySQL
Content Strategy

Tools

Adobe Creative Suite, WordPress, Mailchimp, Adobe After Effects, Audacity, Optimal Sort, Google Forms, Excel

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

Vivint

Goal

Vivint is a smart-home tech, home security, home automation, wireless internet, and solar power services. Founded in 1997 as APX Alarm Security Solutions Inc. A subsidiary of the Blackstone Group Headquarters in Provo, Utah. Over the past ten years, it has experienced explosive growth, but that also comes at a cost to its employees.

Results

This infographic presents both employee POV’s (mostly pain points) and hot the CEO Todd Peterson responded in a visually pleasing way. An infographic is an effective means of presenting UX issues in a way in which audiences can immediately digest and follow.

Services provided

Infographic

Role in project

Research, Design

Skills

Empathy, Research, Information Display, Design, Corporate Brand Integration

Tools

Adobe Creative Suite