About Me

Experienced

UX Designer

UX Designer
and Developer

As a lead UX designer and researcher for more than ten years:

I’ve collected, analyzed and prioritized requirements with business, marketing, executive and development teams.

I’ve developed user flows, information architecture diagrams and process flows.

I’ve also designed wireframes and built prototypes which I’ve presented to a variety of audiences.

I love problem solving, simplifying tasks and making jobs easier. I also enjoy working with teams to develop applications for new technologies and complex legacy systems. I’m open to new projects where I can make a contribution and continue to deepen my skills. 

Work History

Work History

Where I've Worked

Where
I've Worked

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New York, NY  |  2004 to 2018

As UX Lead, I developed applications for door-to-door sales, market analysis, team management, customer bills and payments, knowledge management and more.

My responsibilities on these projects included collecting and analyzing requirements from sales agents in the field and in the call centers, developing wireframes, prototypes, screen designs, reusable components, design standards, testing, user training and feedback reviews.

For more information, see the project descriptions below.

I received Verizon Spotlight Awards for these projects in 2017 and 2018

New York, NY | 2000 to 2004

When Verizon’s Technology Organization reorganized, I was responsible for consolidating ten departmental intranet sites into a single portal.

For this project, I collected requirements, created design standards, designed the UX and UI, built prototypes and performed testing

I also designed and built a project management site to facilitate communication between the teams.

I collected requirements and developed the UX and UI for a customer care internet portal for one of Verizon’s business customers.

New York, NY  |  1997 to 2000

I collected requirements and developed the UX and UI for five departmental intranet sites with ISO9000-compliant departmental procedures and a customer contract management system.

I received the Bell Atlantic Leaders in Excellence Award for these sites.

White Plains, NY | 1992 to 1997

As part of an effort to define market opportunities for broadband networks, I interviewed doctors and wrote a telemedicine research study on Stony Brook Health Sciences Center’s radiology department.

Additional studies were done for distance education networks in New York, New Hampshire and Vermont.

Alternative Center for International Arts & others, New York, NY | 1983 to 1992

I curated 17 art and technology exhibitions and installed 54 exhibits featuring the work of 422 artists.

Other employers included the Whitney Museum of American Art, the International Center of Photography, New York City Dept. of Cultural Affairs, the Rockefeller Foundation, Parabola Arts Foundation and other non-profit arts organizations.

Project Description 1

Door-to-Door Sales

Mobile & Desktop Applications

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When Verizon launched a digital transformation of its door-to-door sales process, I was the UX design lead for a tablet application used to sell Fios services.

This application replaced the spreadsheets and hand-written notes that sales agents had previously used to manage the process.

I also led the UX design of additional desktop applications that helped supervisors create lead lists, assign leads and monitor the performance of their teams.

I worked for 18 months on the end-to-end development of these applications, collaborating with business and development teams in New York, New Jersey, Texas and India.

<!-- Desktop & Tablet -->

While my primary role was UX design, I worked on additional tasks as needed.

My responsibilities included:

  • Stakeholder discussions
  • Field visits and observation
  • User-centered research
  • Task analysis
  • Data analysis
  • Security analysis
  • Network and device analysis
  • Data visualization
  • GPS tracking analysis
  • Process diagrams, information architecture, and screen flows
  • Client reviews
  • Development discussions
  • Wireframes
  • Clickthrough prototypes
  • Design presentations
  • Testing and design validation
  • End user training
  • launch support for end users
  • End user feedback

The business partners had multiple existing systems

The systems were often developed at considerable expense. The new lead list management applications needed to match and eventually surpass their existing capabilities.

The sales agents worked on a commission-only basis

They didn’t want to dedicate time to training or entering data if it meant they would have less time for making sales. The new door-to-door sales application needed to offer faster methods of planning their routes and documenting the outcomes.

Managers needed to see status updates on their agents’ progress

They wanted to know how many customers were visited and the outcomes of the visits so they could identify coaching opportunities.

Discovery and requirements development

  • I interviewed and shadowed sales agents in New Jersey, Manhattan and Queens to learn how they worked.

  • I met with supervisors to learn how teams were managed and trained.

  • I reviewed the findings and led UX requirements analysis and design reviews with Verizon’s business, marketing, legal, and development teams.

Deliverables

  • Process flow, information architecture and screen flow diagrams were created with OmniGraffle and Sketch.

  • High fidelity wireframes were created with Sketch, Illustrator and Photoshop.

  • Clickthrough prototypes were created with Craft and InVision.

  • Documentation was delivered and ongoing support was provided to front-end and backend development teams.

Testing, training, launch support and field visits

  • Once coding was completed, I performed tablet and desktop testing and created UI audits for developers.

  • I provided on-site training and launch support for sales agents in the field.

  • Field visits collected feedback for future enhancements

Three desktop applications were developed for managers to create and maintain lead lists

  • Verizon administrators used a desktop application to assign millions of leads to their direct-sales business partners.

  • Business partner administrators used a second desktop application to assign the leads to their door-to-door agents.

  • Agent supervisors used a third application to review their agents’ performance and identify coaching opportunities.

A mobile application was developed for door-to-door sales agents

  • This application was used to make residential and business sales to customers in the New England and mid-Atlantic states.

These applications were used in Verizon’s first 5G pilots

  • When Verizon launched its first 5G pilots in Houston, Indianapolis, Sacramento and Los Angeles, these applications were used to sell the new service.

<!-- Mobile -->

While my primary role was UX design, I worked on additional tasks as needed.

My responsibilities included:

  • Stakeholder discussions
  • Field visits and observation
  • User-centered research
  • Task analysis
  • Data analysis
  • Security analysis
  • Network and device analysis
  • Data visualization
  • GPS tracking analysis
  • Process diagrams, information architecture, and screen flows
  • Client reviews
  • Development discussions
  • Wireframes and clickthrough prototypes
  • Design presentations
  • Testing and design validation
  • End user training and launch support for end users
  • End user feedback

The business partners had multiple existing systems

The systems were often developed at considerable expense. The new lead list management applications needed to match and eventually surpass their existing capabilities.

The sales agents worked on a commission-only basis​

Agents were reluctant to dedicate time to training or entering data if it meant they would have less time for making sales. The new door-to-door sales application needed to offer faster methods of planning their routes and documenting the outcomes.

Managers needed to see status updates on their agents’ progress​​

Supervisors needed to know how many customers were visited and the outcomes of the visits so they could identify coaching opportunities.

Discovery and requirements development

  • I interviewed and shadowed sales agents in New Jersey, Manhattan and Queens to learn how they worked.

  • I met with supervisors to learn how teams were managed and trained.

  • I reviewed the findings and led UX requirements analysis and design reviews with Verizon’s business, marketing, legal and development teams.

Deliverables

  • Process flow, information architecture and screen flow diagrams were created with OmniGraffle and Sketch.

  • High fidelity wireframes were created with Sketch, Illustrator and Photoshop.

  • Clickthrough prototypes were created with Craft and InVision.

  • Documentation was delivered and ongoing support was provided to front-end and backend development teams.

Testing, training, launch support and field visits

  • Once coding was completed, I performed tablet and desktop testing and created UI audits for developers.

  • I provided on-site training and launch support for sales agents in the field.

  • Field visits collected feedback for future enhancements

Three desktop applications were developed for managers to create and maintain lead lists

  • Verizon administrators used a desktop application to assign millions of leads to their direct-sales business partners.

  • Business partner administrators used a second desktop application to assign the leads to their door-to-door agents.

  • Agent supervisors used a third application to review their agents’ performance and identify coaching opportunities.

A mobile application was developed for door-to-door sales agents

  • This application was used to make residential and business sales to customers in the New England and mid-Atlantic states.

These applications were used in Verizon’s first 5G pilots

  • When Verizon launched its first 5G pilots in Houston, Indianapolis, Sacramento and Los Angeles, these applications were used to sell the new service.

Work Samples

I’ve created these portfolio diagrams as conceptual illustrations. They are not the actual designs created for Verizon’s desktop and tablet applications.

To comply with my non-disclosure agreement, confidential information has been removed and proprietary design elements have been changed.

Project Description 2

Bills & Payments

Call Center Application

Verizon’s call center representatives use a software application to help millions of customers resolve billing issues and order new services.

The application allows the reps and financial teams to review customer bills and payment histories, investigate and resolve billing disputes, set up one-time or automatic payments, and estimate a customer’s future charges.

I was the UX/UI Lead on this application and worked with business and development teams based in Florida, Maryland, Massachusetts, Pennsylvania, Texas and India.

<!-- Mobile -->

While my primary role was UX design, I worked on additional tasks as needed.

My responsibilities included:

  • Stakeholder discussions
  • User-centered research conducted in Verizon’s call centers
  • Task anaylsis
  • Data analysis
  • Process diagrams, information architecture, and screen flows
  • Client reviews
  • Development discussions
  • Design presentations
  • Wireframes and clickthrough prototypes
  • Data visualization
  • Design presentations
  • Working with onshore and offshore development teams
  • Testing and design validation
  • On-site training and launch support for end users
  • End-user feedback

Legacy systems constrained design and development

The application was built on mutiple billing systems designed by different companies  to meet legal requirements in different parts of the country. Some of the states in Verizon’s service area (New York, New England, Texas, Florida, Pennsylvania, New Jersey, Virginia, Delaware and Washington DC) had different billing procedures based on state regulatory and tax requirements.

Industry-specific terminology and abbreviations required translation and standardization

The customer care agents had a wide range of knowledge and experience levels. There was a constant debate about designing for the knowledge level of existing users vs. untrained future users.

UX changes sometimes required cultural changes

Business, marketing and IT teams sometimes needed education and persuasion to initiate UX changes. Groups with long-standing business processes would sometimes resist to new approaches.

Discovery and requirements development

  • I visited call centers in New Jersey, Manhattan, Brooklyn, Queens, Long Island and other locations to interview customer care agents and listen to their conversations with customers.

  • I led UX requirements analysis and design reviews with Verizon’s business, marketing, legal, executive and development teams.

  • I led focus group design reviews in the call centers.

  • I conducted interviews with customer care reps during call center visits.

  • I participated in side-by-side customer call listening sessions in the call centers.

  • I reviewed and analyzed customer call recordings.

  • I worked as a customer care rep, taking calls directly from customers and using the application to make sales and resolve billing issues.

  • I reviewed findings with clients and development teams.

  • I met with supervisors to learn how to improve the system and meet their sales targets.

  • I led reviews with individuals and groups to analyze requirements, review designs and collect feedback.

Deliverables

  • Process flow, information architecture and screen flow diagrams were created with Illustrator and Sketch.

  • High fidelity wireframes were created with Sketch, Illustrator and Photoshop.

  • Clickthrough prototypes were created with Craft and InVision.

  • Documentation was delivered and ongoing support was provided to front-end and backend development teams in the U.S. and India.

Testing, training, launch support and field visits

  • Once coding was completed, I performed desktop testing and created UI audits for developers.

  • I provided on-site training and launch support for agents in the call centers.

  • I conducted field visits to collect feedback for future enhancements

The application was used by over 60,000 call center agents across the country

  • Roughly $1,000,000,000 a month in sales was processed through the application.
  • Millions of dollars were saved through features that optimized work processes.
  • Customer relationships were strengthened by providing agents with tools that could resolve disputes and correct billing problems.

Work Samples

I’ve created these portfolio diagrams as conceptual illustrations. They are not the actual designs created for Verizon’s desktop and tablet applications.

To comply with my non-disclosure agreement, confidential information has been removed and proprietary design elements have been changed.

Send Me an Email

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Work Samples

  • Sales lead management overview diagram
  • Wireframes and screen designs
  • Clickthrough prototype
  • and more

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