Ride down a waterfall or run an agile sprint, the basics of the digital design process are the same. You still need to know...
The ordering experiences for Verizon residential customers, over the years, had become very disconnected and complicated for both customers and the internal teams maintaining these flows. In all, there were 6 different experiences spread across new and existing customer with differences based on device platform.
Project Mission
To create a new, simplified and consolidated ordering flow to reduce obstructions in order completion, reduce customer interaction time and development maintenance and increase ease of input for marketing initiatives across all interactive experiences.
Audiences
Location qualified single professionals, families and retirees needing Internet, entertainment and communication services
Strategy
Create a modular and template driven digital ordering system to work for all new customer, existing customer and pending change orders across customer-facing and workforce-facing interfaces
Build in a fully responsive framework to accommodate any device interaction
Implement new Verizon brand standards
Integrate with Adobe Marketing Cloud
Colleagues: Sofia Qureshi, Melissa Padilla and Mrinalini Arcot
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My Verizon is the authenticated customer experience for Verizon residential customers. It encompasses browser experiences for billing, service and product information like usage data, parental controls, entertainment engagement, customer profiles, plan changes and upgrades and a lot more.
This is the fourth generation of My Verizon and by far the most flexible and personalized.
Project Mission
To create a new, fully responsive experience for Verizon’s signed-in customers that displays and provides function for all account related content and settings while accommodating a new set of brand standards.
Audiences
Single professionals, families and retirees needing Internet, entertainment and communications services
Strategy
Create a modular and template driven digital dashboard to present existing customers with the most relevant and personal product and service content based on customer preferences and behavior insights, and business logic
Build in a fully responsive framework to accommodate any device interaction
Implement new Verizon brand standards
Integrate with Adobe Marketing Cloud
Colleagues: Brandon Beasley, Nancy Chen, Koti Kalakota, Ilene Hochman, Kyme Winston, Venkata Devaki, Omar Abou-Khamis, and many others
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Originally built in C++, Verizon had an existing desktop application built years earlier and available as a download from the site. This app allowed customers to store and organize their digital media locally on a desktop and side-load content from mobile devices.
In 2012 funding was provided to envision the app again, integrated with a cloud storage service and in HTML, ending the need for customers to download new versions for updates. Below is one of the concepts. This project was shut down in 2013 due to budget cuts.
Project Mission
To create a new digital media management application for Verizon customers that worked with cloud and local storage across device platforms.
Audiences
Verizon customers - single professionals, families and retirees
Strategy
Integrate with cloud storage and accommodate local storage
Build the application in HTML5 that functioned in browser
Incorporate new features like media sharing for customer-owned assets
Develop a simplified interface and incorporate Verizon brand standards
Colleagues: Stefan Frazier, Sudhakar Gaikwad and Mercy Tamilselvi
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This is a tablet app to be used by an ophthalmologist's assistant in consultation with a patient who is considering cataract surgery. It's a great tool to visualize the effects that different types of lenses will have on the patient's eyesight while juxtaposed to a simulation of their current condition. The assistant inputs the known conditions into the setup step then chooses the type of corrective lens, after which, various scenes of daily life are shown drawing attention to foreground, middle ground and distance corrections.
This is the third version of a vision simulator I've worked on and the UX for a project like this is straight forward, the difficulty here is in creating the visual scenes, which are layered in a way that provides distinction between fore, middle and background sections. I constructed all of the scenes through a combination of photo-shoots and stock imagery.
This tool is also used by Alcon at trade shows to facilitate conversations with ophthalmologists and other interested parties.
Audiences
Ophthalmologists and their office staff
Patients and their caregivers
Colleagues: Meghan Rennie, Matt Cave and Terry Irwin.
Cataractsurgery.com was one of the coolest projects I've had the pleasure to work on because it was a site created with the primary intention of being an educational resource. Having cataracts can be an extremely frustrating and scary experience for most and the decision to replace a natural part of your eye with a synthetic lens is not easy and is often overwhelming and confusing. We wanted to create the best information resource on the internet for this condition, which would lead potential patients to make informed decisions.
To do this we did research with Alcon experts and we spoke with a lot of patients, typically in doctor's offices. We quickly came to realize that leading a patient from diagnosis through post-op was needed and that's how we organized the experience. The most difficult and longest part of building a site like this was collecting, organizing and developing the content, which was entirely written anew along with all of the illustrations.
Project Mission
To create a web presence that raises awareness of cataracts, treatment options, and the outcome of treatment, while supporting patients and caregivers throughout the entire process from diagnosis to post-op.
Audiences
People with cataracts, typically 50+ years of age
Family members and caregivers
Ophthalmologists, optometrists and their staff
Strategy
Create keyword rich content and site structure friendly to SEO efforts.
Build an experience for section 508 compliance as a matter of brand standards.
Provide multiple content types including informative illustrations and animations, video testimonials and takeaway PDFs for later reading and sharing.
Create an experience focused on customer needs, not a corporate site with a product to sell.
Colleagues: Meghan Rennie, Michael Gilbert, Matt Cave, Terry Irwin and Lisa Alvin-Meyer
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In 2006 Alcon was a highly respected, publicly traded company with $4.9 billion in global eye care pharmaceutical and surgical sales, achieving on average 12% growth. As a dedicated leader in the eye health industry, with manufacturing and R&D in North America and Europe, and sales offices in 36 countries, Alcon's reach truly is global and a long way from their humble beginnings in Ft Worth in 1945.
Their digital presence didn't demonstrate these qualities (see "Original", bottom screen).
Project Mission
To create a new corporate web presence that accurately reflects and celebrates Alcon’s global leadership position in eye health and corporate responsibility, while serving the needs of corporate constituents and customers.
Audiences
Ophthalmologists, Optometrists and their office staff
Eye Care Patients
Research Associates and Journalists
Current and potential employees
Strategy
Provide a complete product catalog with contact information for all sales representatives.
Create keyword rich content and site structure friendly to SEO efforts.
Build an experience for section 508 compliance as a matter of brand standards.
Create a cohesive digital brand.
Provide multiple content types including informative illustrations and animations, video testimonials and takeaway PDFs for later reading and sharing.
Colleagues: Meghan Rennie, Holly Clark, Michael Gilbert, Matt Cave, Bryan Silver, Lisa Alvin-Meyer, Jeff Kurtti, and Steve Hartline.
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Throughout the Agency.com relationship with Nokia we worked on a number of digital marketing efforts both large and small. Below are a few examples.
Nokia Online was a tool developed for sales reps at Nokia stores to better understand current and new Nokia products and retrieve sales materials to facilitate communication with Nokia customers. From here they could order brochures and POS displays, download instruction manuals, troubleshoot products and much more.
Nokia USA was the digital sales channel for the United States market. Our involvement included regular design, development and maintenance. We were typically involved at all phases for any new product rollouts and refreshes of the design when brand standards were updated.
Nokia Email is an example of an email marketing program I was involved with and the only example you’ll see in this portfolio for this type of marketing. Over the years I have successfully completed enough email and banner campaigns to fill a virtual stadium or two.
Colleagues: Meghan Rennie, Michael Gilbert, Matt Cave and Lisa Alvin-Meyer
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Nokia 8801 was a high end phone model, though it's fairly typical of the phone specific microsites built to emphasize features, tone and support marketing efforts.
Nokia Unwired and Nokia Sports were sites specific to a particular demographic where groups of phones and features were selected based on their perceived appeal to these types of customers.
Colleagues: Meghan Rennie, Michael Gilbert, Matt Cave, Jeff Kurtti, Andy Allman and Trish McManus
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This is a small collection of trade show work done between 2005-2007. Nokia phones were about personality and variation as a primary selling point; each model had its own design form. They also had a very complex and specific audience segmentation model tied to these design forms. Each needed to have its own spirit in relation to the intended audience.
These projects came in fast, furious and in bulk. They started with a creative brief, some initial impressions, a fast collection of tone imagery and sounds, and writing corporate poetry, followed by client choices and edits. From there, mapping and storyboards quickly progressed to layout, illustration, animation, coding, testing and delivery. We would work on 4 to 5 of these at once in bursts of about 2 to 3 months before the two annual industry trade shows.
Represented here is work for kiosks, large overhead animations meant to grab attention, and large screen presentations.
Colleagues: Jeff Kurtti and Andy Allman
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It's 2002, post 9/11, and Halliburton's name is in headlines and news broadcasts on a regular basis, due to their contracts with the U.S. federal government and a high profile former CEO and then Vice President of the United States. The company wanted to reinforce key components of their business, actively engage with customers and address head-on any media coverage.
Project Mission
To create a new corporate web presence that presents the breadth and depth of Halliburton’s products, services and solutions for their global partners and customers by highlighting key examples of experience and providing direct access to internal sales and solutions experts.
Audiences
A wide array of engineers in the energy services industry (drilling, petroleum, chemical, geological, reservoir, transportation, and structural)
Project and Asset Managers
Journalists and potential career recruits
Financial Analysts
Strategy
Develop a comprehensive architecture that accurately organizes and represents Halliburton and KBR’s combined products, services and solutions.
Provide examples of experience that give customers insight into Halliburton's capabilities.
Use the site as a sales support tool, integrated as necessary into key internal sales support systems.
Provide a platform to address media inquiries regarding Halliburton’s businesses.
Promote a cohesive brand story.
Colleagues: Karen Pate, Dustin Dorr, Michael Gilbert and Matt Cave.
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