My Recent Work
Device Swap Project
This device-swap problem was identified by Spectrum's CEO! This had high stakes since Spectrum Mobile is the industry's fastest growing mobile provider. I had to collaborate and communicate effectively!
Discover
​Spectrum Mobile customers needed a self-service way to transfer their mobile phone number to a new device that wasn’t obtained through Spectrum, so they could do it without an agent.
This was a mobile-first ground up project. It required significant knowledge of mobile line transfers. I did a deep-dive to learn and study everything I could. The team participated in competitive research, held design workshops and identified existing research and data. From that knowledge, I created an early flow experience in Figma with the wireframes below. I worked with all the stakeholders for alignment and shared understanding.​
Iterate and Test
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Iterate on feedback from execs, design leadership and product owners.
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Document and communicate design rationale, iteration history and research findings.
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Work closely with the content designer, the accessibility team and fellow designers.
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Present work in weekly design jams and reviews.
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Test Figma prototype and iterate.
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Create a single design for native iOS and Android and responsive web.
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Use Figma design libraries and contribute to their expansion.
Deliver
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Work with development to provide screens for every use case.
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Get final sign off on all screens and flows.
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Deliver final pixel perfect l UI inside the flow.
Results
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The Project Management Lead posted this in our company kudos site related to this feature:
"Thank you for driving our success with the product design on several key features we partnered on. You willingly share early concepts for stakeholder feedback. You show a tireless desire to fine tune wireframes to perfection in the 23rd hour. You take the time to fully understand the problem domain. Your commitment to helping us deliver a consistent and accessible experience for our customers is inspiring."
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A Product Senior Manager said:
"Heather helped our team design critical customer self-service features. She is an exceptionally thoughtful designer. Her emotional intelligence and empathy for the customer are vital skills that set her apart. She helped our product team navigate how to provide a best-in-the-galaxy experience for our customers... With her hard work, we could complete the project in the requested time. With her flexibility and adaptability, we could iterate through the experience. I highly recommend Heather for any role."
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Spectrum Mobile is poised for more growth and a better customer experience because customers are enabled to easily swap devices without calling an agent.