Associate Design Director
Engagement Location: Dallas, TX

Engagement Goals

Proof of concept

I was brought in to lead in the creation of 2 concept dashboards that would streamline workflows for AT&T developers and field managers. These concepts would pave the way for conversations that would ultimately result in funding for a systems integration effort focusing on the tooling for install techs.

Outcome

Prototypes and agile coaching

After the successful creation of the prototypes for AT&T developers and field managers, a project was funded to implement a major overhaul for the tools field techs use to install and troubleshoot AT&T services. I was brought back to help facilitate an agile workflow with AT&Ts design team as they ramped up this effort.

How it's Made

We roll out a business design methodology in most of our engagements. My responsibility in this is to understand and document the user's problems. I do this by running them through a design thinking workshop where we identify problems, prioritize those problems, and brainstorm solutions.

Design thinking workshops

Design collaboration

After the workshops myself and the designers start to unpack all of the information collected. After a distillation period we have an idea of what the high-level product will be. We then start to pinpoint what specific features the product should have to alleviate user frustrations.

Examples

The Field Manager Soundboard emerged as a strategic solution to consolidate over 20 applications utilized by install tech managers at AT&T to enhance their productivity. Over the years, AT&T had employed a combination of third-party and in-house solutions to meet the needs of their employees, resulting in a disparate and inefficient system. This state of affairs reached a critical juncture, prompting the need for field managers to operate more efficiently across tasks such as tracking, dispatching, job assignment, and management document creation.

Field manager soundboard

The development hub is a prototype trying to help developers across the organization work more collaboratively. Searchable archives of completed solutions and community engagement were top of mind. This lead to a prototype that encompassed important social features including profiles, message boards, job boards, and community-validated project code.

Dev hub

Project Atlas is an ongoing project that is fulfilling the need of consolidating systems for the install techs. This is the tangible work that was derived from the above explorations. I did not execute much creative for Atlas, we were brought in to help facilitate and implement an agile process for their incoming design team.

Project atlas

As their internal team became more familiar with the processes we set in place I was able to taper my involvement.

I worked along side two of their designers and over the course of our engagement we created consistent design practices such as daily stand-ups, critique sessions, and hand-off protocols.