Portfolio

Last Call Summary

Call Summary Page Redesign

Cogito is a tool used by call center agents to monitor how an interaction with a customer is going and ...
Read More

Design Thinking

Mail Onboarding Manager (MOM)

The Mail Onboarding Manager (MOM) is a tool designed and built to enable IBM customers to migrate their on-premise mail ...
Read More

Filtering Redesign

I redesigned the Cogito calls interface to allow Supervisors to more easily filter the calls their agents were taking. As ...
Read More

Increasing Efficiency of Front Office

IDEMIA's Front Office application is a customer service application used by agents at the Department of Motor Vehicle to renew ...
Read More

Images of Pages from Pattern Library

Patterns and Styles

Maintaining a consistent look and feel across applications is a key to good design. Benefits include: Effective branding Lowering users' ...
Read More

Supervisors Focus on "Magic Middle"

Coaching Concepts

Call center supervisors are responsible for coaching their agents. As part of the Cogito experience, I generated conceptual designs around ...
Read More

First Time Tour

The UI tour for Cogito appears the first time a call center agent logs in. Agents have typically received training ...
Read More

Face Recognition Exploration

I did some exploration around a light-weight facial recognition experience. The concept was that a law enforcement officer could upload ...
Read More

Cognitive Mail

With the arrival of the AI, Watson, at IBM, my team was set with the challenge of how to integrate ...
Read More

Calendar Forms

There are many calendaring components in the IBM portfolio. When I was assigned as the interaction designer the forms (e.g ...
Read More

Calendar Views

There are many calendaring components in the IBM portfolio. When I was assigned as the interaction designer the views (e.g ...
Read More

Permalink to:Right Person, Right Place, Right Time

Right Person, Right Place, Right Time

On paper, management is easy. My job is to put the right person, in the right place, at the right time. What’s so hard about that? It’s only when you attempt to put it in practice that you learn that Read More ...

Permalink to:Think: Design

Think: Design

I have used Design Thinking on many projects over the years, such as the IBM Mail Onboarding Manager (a.k.a. M.O.M. – best acronym ever!), and I am an unabashed fan. In addition, I’ve also trained teams in the use of Design Read More ...

Permalink to:Let’s Take this Puppy for a Spin!

Let’s Take this Puppy for a Spin!

There is nothing more telling than taking a design or piece of software out on the open road. I have never run a usability test and not walked away with a nice little nugget of information. Sometimes it’s radical (“Crikey, Read More ...

Permalink to:It Lives! MWAHAHA!

It Lives! MWAHAHA!

Prototypes are one of my favorite tools for collecting feedback. Playing with a prototype allows the users to really put themselves in the mindset of interacting with the designs. I’ve used both click-through and high fidelity prototypes to great effect. Read More ...

Permalink to:A Favorite

A Favorite

All designers have a favorite creation. One of my mine was the ability to show new invitations in users’ calendars. As a feature it was simple, elegant, and directly addressed a customer pain point. Early on in the redesign of Read More ...

Permalink to:You Can Lead a Horse to Water…

You Can Lead a Horse to Water…

and sometimes he will drink! One of the greatest challenges a designer can face is introducing changes to an existing system. Altering features and streamlining an experience is frequently viewed as “rework” and not considered to be as compelling as Read More ...

Permalink to:My AHA! Moment

My AHA! Moment

In the beginning, I was a technical writer. There were many things I liked about technical writing, and I look back fondly on those days. But I also remember very clearly the moment I decided to become a designer, and Read More ...

Permalink to:Test Drive: Building a Co-op Program

Test Drive: Building a Co-op Program

A good co-op program is the single most effective recruiting device a manager has in the toolbox. It is also the biggest benefit for a prospective employee. Having operated a co-op program for several years now, I have developed an Read More ...

Permalink to:Useful Stuff

Useful Stuff

These are some of my favorite tools and sources of information. While there are plenty of others, these are the ones I find myself returning to time and again. News and tips: Techcrunch – news about startups Read More ...