Innovation

: AT&T Mark IT

X

AT&T HR OneStop

Problem

AT&T faced a growing issue with our current damaged asset tracking system. Field technicians, primarily blue-collar workers, struggled with a clunky desktop application. This led to:

  • Inaccurate and Incomplete Data
  • Confusion about damage reporting process
  • Difficulty capturing detailed descriptions
  • Delays in repairs due to slow reporting

My Role

UX Design Manager
UX Design Lead
UX Research Lead

Process

  • Contextual Inquiry: We observed technicians performing their daily tasks, including how they currently tracked damaged assets.
  • Card Sorting: Technicians categorized damage types on physical cards, revealing their mental models and terminology preferences.
  • Guerrilla Usability Testing:We deployed a simplified mobile app prototype on technicians' personal devices while they were on the job.

Outcomes

  • Improved Data Quality: Clear damage categories, photo capture, and voice notes led to more accurate and comprehensive reports.
  • Faster Reporting: Mobile app facilitated quicker data entry, streamlining the reporting process.
  • Increased User Adoption: A user-friendly mobile app improved technician satisfaction and system usage.

Soft Skills

: AT&T HR OneStop

X

AT&T HR OneStop

Problem

Our company's HR intranet was a wasteland of outdated information, and unclear content ownership.  Housing over 12k pages and thousands of dead links the site required a ground-up review and redesign.  Our team shifted to the Liferay CMS and developed workflows and content templates that met the needs of hundreds of content owners.

My Role

UX Design Manager
UX Design Lead
UX Research Lead

Process

  • Stakeholder discovery /Conflict Resolution
  • Research: User Interviews and HR surveys
  • IA:  Card sorting, and traffic analysis
  • Content: Style guides, and lifecycle standards

Outcomes

  • Improved UX focus to quality of life issues.
  • Clear ownership, and publication controls.
  • 38% reduced time on task
  • 20% less HR time spent fielding basic questions
  • 52 point improvement on the SUS metric

UX Design

: AT&T Mobile Key

X

AT&T Mobile Key

Problem

AT&T identified a need for a mobile authentication solution to compliment it’s new security architecture. The business goals were to reduce system complexity, reduce recurring costs, and enhance administrative controls. Existing market solutions would prove to be too inflexible and costly to implement. An internal mobile solution was identified as the path forward.

My Role

UX Design Lead
UX Research Lead

Process

We weren't trying to recreate the wheel on this effort. Our goal was to provide a better experience with minimal friction points. This project benefited from a lot of competitive analysis and in-person interviews. The competitive analysis was enough to generate testable flows, which we used in our interview process after establishing the current user authentication flows.

Outcomes

  • Reduced 3rd party security apps 85%
  • Ubiquitous MFA/Enhanced Security
  • 32% Improved Threat Response
  • 41% Cost Savings over LOP
  • Improved authentication experience

My Career

X
2023
Experience Design Manager
AT&T
My final years at AT&T were quite difficult. The IT department's priorities shifted due to the pandemic, which led to a stop on most new design projects. During this time, I took on the role of product owner and delegate product owner for various confidential projects. Additionally, I developed new training guidelines for developers, focusing on UX principles and their part in the creative process.
2018
Lead UX Designer
AT&T
Over time, as my professional experience grew, I took on greater responsibilities involving larger teams and intricate endeavors. Throughout 2018 and 2019, I primarily focused on conceptualizing and working on confidential projects. As 2020 neared, I transitioned into a leadership and management role overseeing teams.
2014
Experience Designer
AT&T
My career took a turn when I joined a mobile development company, where my responsibilities shifted towards user experience (UX) design. I became the go-to design expert, providing guidance and support to multiple Scrum teams. It was during this period that I had my first experience with the Design Thinking process, which would significantly influence my approach to design in the years that followed.
2010
Web Design Lead
AT&T
As part of the corporate services division, I was responsible for the deployment and upkeep of the human resources communication platforms used by internal teams at AT&T. My role involved supporting various enterprise projects, such as U-verse, through the SETI (Subscriber Event Transmission Interface) tool. The sale of data to third-party entities contributed to an annual revenue increase of $3.5 million during my time in this position.
2006
Development Team Lead
AT&T
Transitioning to the team lead role provided me with the opportunity to further develop my management skills within a team focused on database design and ColdFusion development, which supported the initial video initiatives of AT&T.
2000
Technical Architect
AT&T
My initial role at AT&T involved collaborating closely with development teams to steer the UI development and SaaS implementation for a company-wide sales tool.
1999
Web Design Lead
Comdisco Inc.
As a leader in the mainframe leasing sector, Comdisco afforded me extensive web design experience and early research opportunities focused on developing a DSL product.
1998
Co-Founder / Designer
Neohapsis Inc.
Venturing independently, I co-founded a consulting firm catering to diverse corporate clients in the intranet design domain. As the business successfully transitioned into network security, my path led me to pursue opportunities more aligned with design-centric work.
1997
UI Designer
Kellogg's
I was assigned to enhance the workflow of the formulation software, which is utilized worldwide to maintain the consistency of Kellogg's products using locally sourced ingredients.
1996
Web Designer
Octogon Technologies
At Octagon Technologies, I was involved in web design for corporate clients and played a role in developing an early online payment processing service, which ultimately did not prevail against PayPal.
1995
Student Technologist
Indiana University
I was privileged to collaborate with professors in developing and designing educational websites dedicated to West African art, various studio arts, and art history.

About Me

X

I’m a very curious person. My youth was littered with examples of me disassembling expensive things apart to find out how they worked.  I’ve always found that my interests are caught between the creative and the technical. In college, as a studio art teaching assistant, I found that helping others realize their creative vision was nearly as fulfilling as creating my own. This realization led to my interest in developing and mentoring talented where I could

My first IT project was a website for a professor covering tribal textile art and its cultural impacts on daily life in Western Africa. That experience with learning HTML and Photoshop drew me into the technology space completely. I spent the last year of university building a skillset I would use for the next two decades. After college, I went straight into the tech industry. Designing websites and banners for a few small companies. I soon co-founded a consulting firm called Neohapsis.  It did well, but design was just starting to become a concern for the businesses of the time, and I moved on to large corporate clients to pay the bills.  Eventually, I settled into a long career at AT&T.  Over the two decades of IT work within that company I wore many hats. Starting with design and moving to developer, then manager, then back to design and design management.  I’ve ran ad-hoc product teams of designers and developers for years, while also serving as an individual contributor helping clients with a range of issues and research.  

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I'm a UX designer solving challenging problems and creating innovative user focused experiences.

My Career

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Innovation