Streamlining Pre-Sales Operations with a Centralized Web Hub
Spectrum's Community Solutions Department, a key player in residential broadband services, needed a greenfield solution to unify its pre-sales costing and design processes. The existing workflow relied on disparate spreadsheets and tools, leading to inefficiencies, manual errors, and high operational costs. Our team was tasked with building a centralized web hub that integrated various platforms, reducing manual work and saving Spectrum time and resources.
Streamlining Pre-Sales Operations with a Centralized Web Hub
Spectrum's Community Solutions Department, a key player in residential broadband services, needed a greenfield solution to unify its pre-sales costing and design processes. The existing workflow relied on disparate spreadsheets and tools, leading to inefficiencies, manual errors, and high operational costs. Our team was tasked with building a centralized web hub that integrated various platforms, reducing manual work and saving Spectrum time and resources.
Streamlining Pre-Sales Operations with a Centralized Web Hub
Spectrum's Community Solutions Department, a key player in residential broadband services, needed a greenfield solution to unify its pre-sales costing and design processes. The existing workflow relied on disparate spreadsheets and tools, leading to inefficiencies, manual errors, and high operational costs. Our team was tasked with building a centralized web hub that integrated various platforms, reducing manual work and saving Spectrum time and resources.
Streamlining Pre-Sales Operations with a Centralized Web Hub
Spectrum's Community Solutions Department, a key player in residential broadband services, needed a greenfield solution to unify its pre-sales costing and design processes. The existing workflow relied on disparate spreadsheets and tools, leading to inefficiencies, manual errors, and high operational costs. Our team was tasked with building a centralized web hub that integrated various platforms, reducing manual work and saving Spectrum time and resources.
COmpany:
Spectrum (Charter Communications)
Project name
Operations Systems Integrations (OSI)
Scope of work:
Web App
Web App
User Research
User Research
Project Mgmt.
Project Mgmt.
Project Mgmt.
Web App
Web App
User Research
User Research
Project Mgmt.
Project Mgmt.
Stack:
Figma
Figma
Figma
Lucidchart
Lucidchart
Lucidchart
Gitlab
Gitlab
Gitlab
Major pain points
Disparate systems
The Community Solutions department uses several disconnected software programs to complete their work.
Disparate systems
The Community Solutions department uses several disconnected software programs to complete their work.
High Salesforce cost
The company is paying for a huge number of subscriptions to Salesforce, many of which are rarely used.
High Salesforce cost
The company is paying for a huge number of subscriptions to Salesforce, many of which are rarely used.
Drowning in forms
The current workflow includes a 56 page “Post-sale Process Document” which is very inefficient.
Drowning in forms
The current workflow includes a 56 page “Post-sale Process Document” which is very inefficient.
Copy-paste waste
According to executives, the current process of taking an opportunity from Salesforce and creating Jira tickets requires about “20 minutes of copy-pasting” to complete.
Copy-paste waste
According to executives, the current process of taking an opportunity from Salesforce and creating Jira tickets requires about “20 minutes of copy-pasting” to complete.
The company
What is Spectrum?
Spectrum is the consumer brand of Charter Communications, a major American telecommunications and mass media company. Spectrum offers many services, including high-speed internet, cable television, home phone, and mobile services.
The company
What is Spectrum?
Spectrum is the consumer brand of Charter Communications, a major American telecommunications and mass media company. Spectrum offers many services, including high-speed internet, cable television, home phone, and mobile services.
The company
What is Spectrum?
Spectrum is the consumer brand of Charter Communications, a major American telecommunications and mass media company. Spectrum offers many services, including high-speed internet, cable television, home phone, and mobile services.
The company
What is Spectrum?
Spectrum is the consumer brand of Charter Communications, a major American telecommunications and mass media company. Spectrum offers many services, including high-speed internet, cable television, home phone, and mobile services.
The department
What is Community Solutions?
Community Solutions, a department within Spectrum, is dedicated to installing broadband and Wi-Fi services in residential spaces. Our Custom Web Experience team serves as a consulting agency for the Community Solutions department.
The department
What is Community Solutions?
Community Solutions, a department within Spectrum, is dedicated to installing broadband and Wi-Fi services in residential spaces. Our Custom Web Experience team serves as a consulting agency for the Community Solutions department.
The department
What is Community Solutions?
Community Solutions, a department within Spectrum, is dedicated to installing broadband and Wi-Fi services in residential spaces. Our Custom Web Experience team serves as a consulting agency for the Community Solutions department.
The department
What is Community Solutions?
Community Solutions, a department within Spectrum, is dedicated to installing broadband and Wi-Fi services in residential spaces. Our Custom Web Experience team serves as a consulting agency for the Community Solutions department.
Problem
Disconnected Teams and Tools
Community Solutions’ pre-sales costing and design phases currently rely on a patchwork of disparate spreadsheets and tools. This fragmented approach necessitates manual data entry, complex logic maintenance, and adherence to business rules across multiple sources of truth. Additionally, minor updates require manual adjustments to various sheets. Unfortunately, these spreadsheets lack security and are not conducive to reporting. Moreover, the disjointed platforms lead to significant downtime as Salespeople wait for Engineers’ reviews and vice versa. Furthermore, stakeholders hold underutilized Salesforce subscriptions, resulting in wasteful spending.
Problem
Disconnected Teams and Tools
Community Solutions’ pre-sales costing and design phases currently rely on a patchwork of disparate spreadsheets and tools. This fragmented approach necessitates manual data entry, complex logic maintenance, and adherence to business rules across multiple sources of truth. Additionally, minor updates require manual adjustments to various sheets. Unfortunately, these spreadsheets lack security and are not conducive to reporting. Moreover, the disjointed platforms lead to significant downtime as Salespeople wait for Engineers’ reviews and vice versa. Furthermore, stakeholders hold underutilized Salesforce subscriptions, resulting in wasteful spending.
Problem
Disconnected Teams and Tools
Community Solutions’ pre-sales costing and design phases currently rely on a patchwork of disparate spreadsheets and tools. This fragmented approach necessitates manual data entry, complex logic maintenance, and adherence to business rules across multiple sources of truth. Additionally, minor updates require manual adjustments to various sheets. Unfortunately, these spreadsheets lack security and are not conducive to reporting. Moreover, the disjointed platforms lead to significant downtime as Salespeople wait for Engineers’ reviews and vice versa. Furthermore, stakeholders hold underutilized Salesforce subscriptions, resulting in wasteful spending.
Problem
Disconnected Teams and Tools
Community Solutions’ pre-sales costing and design phases currently rely on a patchwork of disparate spreadsheets and tools. This fragmented approach necessitates manual data entry, complex logic maintenance, and adherence to business rules across multiple sources of truth. Additionally, minor updates require manual adjustments to various sheets. Unfortunately, these spreadsheets lack security and are not conducive to reporting. Moreover, the disjointed platforms lead to significant downtime as Salespeople wait for Engineers’ reviews and vice versa. Furthermore, stakeholders hold underutilized Salesforce subscriptions, resulting in wasteful spending.
Solution
Building Bridges and Integrating Systems
Our proposed solution involves creating a centralized web experience hub for Community Solutions’ pre-sales costing and design processes. We’ll focus on pre-sales costing for the minimum viable product (MVP). Key features include:
Solution
Building Bridges and Integrating Systems
Our proposed solution involves creating a centralized web experience hub for Community Solutions’ pre-sales costing and design processes. We’ll focus on pre-sales costing for the minimum viable product (MVP). Key features include:
Solution
Building Bridges and Integrating Systems
Our proposed solution involves creating a centralized web experience hub for Community Solutions’ pre-sales costing and design processes. We’ll focus on pre-sales costing for the minimum viable product (MVP). Key features include:
Solution
Building Bridges and Integrating Systems
Our proposed solution involves creating a centralized web experience hub for Community Solutions’ pre-sales costing and design processes. We’ll focus on pre-sales costing for the minimum viable product (MVP). Key features include:
Single Source of Truth Administration
Maintain video and data product information, prices, and product bundles from a central admin interface.
Single Source of Truth Administration
Maintain video and data product information, prices, and product bundles from a central admin interface.
Single Source of Truth Administration
Maintain video and data product information, prices, and product bundles from a central admin interface.
Single Source of Truth Administration
Maintain video and data product information, prices, and product bundles from a central admin interface.
Efficiency Boost
Streamline processes by reducing repetitive work and integrate with existing systems such as JIRA, Salesforce, Scope, and Prism.
Efficiency Boost
Streamline processes by reducing repetitive work and integrate with existing systems such as JIRA, Salesforce, Scope, and Prism.
Efficiency Boost
Streamline processes by reducing repetitive work and integrate with existing systems such as JIRA, Salesforce, Scope, and Prism.
Efficiency Boost
Streamline processes by reducing repetitive work and integrate with existing systems such as JIRA, Salesforce, Scope, and Prism.
Transparency
Provide granular reporting and analytics data.
Transparency
Provide granular reporting and analytics data.
Transparency
Provide granular reporting and analytics data.
Transparency
Provide granular reporting and analytics data.
Modern Framework
Develop the web application using best practices and adhere to Kite Design System accessibility standards.
Modern Framework
Develop the web application using best practices and adhere to Kite Design System accessibility standards.
Modern Framework
Develop the web application using best practices and adhere to Kite Design System accessibility standards.
Modern Framework
Develop the web application using best practices and adhere to Kite Design System accessibility standards.
My Role and the Team
Me and the SME Leading Design
As a New UX Designer at Spectrum, I played a pivotal role in this project. I was entrusted with driving the project and taking ownership of the design. Collaborating closely with me was the Subject Matter Expert (SME) from Community Solutions, who brought extensive experience as a Manager of Strategic Operations, and former manager of the Sales Reps. and Engineers who are the end-users for this application. I also collaborated with User Researchers to plan and conduct focus groups and moderated usability testing. Our team was comprised of a Scrum Master, Software Engineers, a QA Analyst, and myself.
My Role and the Team
Me and the SME Leading Design
As a New UX Designer at Spectrum, I played a pivotal role in this project. I was entrusted with driving the project and taking ownership of the design. Collaborating closely with me was the Subject Matter Expert (SME) from Community Solutions, who brought extensive experience as a Manager of Strategic Operations, and former manager of the Sales Reps. and Engineers who are the end-users for this application. I also collaborated with User Researchers to plan and conduct focus groups and moderated usability testing. Our team was comprised of a Scrum Master, Software Engineers, a QA Analyst, and myself.
My Role and the Team
Me and the SME Leading Design
As a New UX Designer at Spectrum, I played a pivotal role in this project. I was entrusted with driving the project and taking ownership of the design. Collaborating closely with me was the Subject Matter Expert (SME) from Community Solutions, who brought extensive experience as a Manager of Strategic Operations, and former manager of the Sales Reps. and Engineers who are the end-users for this application. I also collaborated with User Researchers to plan and conduct focus groups and moderated usability testing. Our team was comprised of a Scrum Master, Software Engineers, a QA Analyst, and myself.
My Role and the Team
Me and the SME Leading Design
As a New UX Designer at Spectrum, I played a pivotal role in this project. I was entrusted with driving the project and taking ownership of the design. Collaborating closely with me was the Subject Matter Expert (SME) from Community Solutions, who brought extensive experience as a Manager of Strategic Operations, and former manager of the Sales Reps. and Engineers who are the end-users for this application. I also collaborated with User Researchers to plan and conduct focus groups and moderated usability testing. Our team was comprised of a Scrum Master, Software Engineers, a QA Analyst, and myself.
Project summary
Solving the Problem in Phases
In Phase 0.4, we developed a one-page app to simplify the process of submitting sales opportunities to the system. Previously, salespeople manually input information into Salesforce, causing significant time wastage. Our solution reduced the average time required for this task from 15-20 minutes to just 10 seconds. In Phase 1, we created a web application for submitting opportunity details via an Intake form. These entries enter a queue, where managers assign projects to engineers. The engineer then reviews the submission and adds relevant hardware information.
Project summary
Solving the Problem in Phases
In Phase 0.4, we developed a one-page app to simplify the process of submitting sales opportunities to the system. Previously, salespeople manually input information into Salesforce, causing significant time wastage. Our solution reduced the average time required for this task from 15-20 minutes to just 10 seconds. In Phase 1, we created a web application for submitting opportunity details via an Intake form. These entries enter a queue, where managers assign projects to engineers. The engineer then reviews the submission and adds relevant hardware information.
Project summary
Solving the Problem in Phases
In Phase 0.4, we developed a one-page app to simplify the process of submitting sales opportunities to the system. Previously, salespeople manually input information into Salesforce, causing significant time wastage. Our solution reduced the average time required for this task from 15-20 minutes to just 10 seconds. In Phase 1, we created a web application for submitting opportunity details via an Intake form. These entries enter a queue, where managers assign projects to engineers. The engineer then reviews the submission and adds relevant hardware information.
Project summary
Solving the Problem in Phases
In Phase 0.4, we developed a one-page app to simplify the process of submitting sales opportunities to the system. Previously, salespeople manually input information into Salesforce, causing significant time wastage. Our solution reduced the average time required for this task from 15-20 minutes to just 10 seconds. In Phase 1, we created a web application for submitting opportunity details via an Intake form. These entries enter a queue, where managers assign projects to engineers. The engineer then reviews the submission and adds relevant hardware information.
Details on the Dept.
Community Solutions: Connecting Communities
The Community Solutions team at Spectrum plays a vital role in enhancing connectivity within multi-family housing environments. Our responsibilities encompass a diverse range of residential spaces, including: • Apartment Buildings & Condominiums • Single-Family Unit Gated Communities • Homeowners’ Associations • RV Parks, Marinas • Student Living • Senior Living We categorize our projects based on the existing infrastructure: Brownfield Projects: These involve existing structures. Greenfield Projects: These pertain to buildings yet to be constructed.
Details on the Dept.
Community Solutions: Connecting Communities
The Community Solutions team at Spectrum plays a vital role in enhancing connectivity within multi-family housing environments. Our responsibilities encompass a diverse range of residential spaces, including: • Apartment Buildings & Condominiums • Single-Family Unit Gated Communities • Homeowners’ Associations • RV Parks, Marinas • Student Living • Senior Living We categorize our projects based on the existing infrastructure: Brownfield Projects: These involve existing structures. Greenfield Projects: These pertain to buildings yet to be constructed.
Details on the Dept.
Community Solutions: Connecting Communities
The Community Solutions team at Spectrum plays a vital role in enhancing connectivity within multi-family housing environments. Our responsibilities encompass a diverse range of residential spaces, including: • Apartment Buildings & Condominiums • Single-Family Unit Gated Communities • Homeowners’ Associations • RV Parks, Marinas • Student Living • Senior Living We categorize our projects based on the existing infrastructure: Brownfield Projects: These involve existing structures. Greenfield Projects: These pertain to buildings yet to be constructed.
Details on the Dept.
Community Solutions: Connecting Communities
The Community Solutions team at Spectrum plays a vital role in enhancing connectivity within multi-family housing environments. Our responsibilities encompass a diverse range of residential spaces, including: • Apartment Buildings & Condominiums • Single-Family Unit Gated Communities • Homeowners’ Associations • RV Parks, Marinas • Student Living • Senior Living We categorize our projects based on the existing infrastructure: Brownfield Projects: These involve existing structures. Greenfield Projects: These pertain to buildings yet to be constructed.
Goals
Efficiency and Cost Reduction
The team workflow is highly dependent on outside software like Salesforce, Jira, and Excel, which is both costly and inefficient. Our proposed Operations Systems Integration aims to streamline workflows, reduce reliance on external software, and enhance efficiency and profitability.
Goals
Efficiency and Cost Reduction
The team workflow is highly dependent on outside software like Salesforce, Jira, and Excel, which is both costly and inefficient. Our proposed Operations Systems Integration aims to streamline workflows, reduce reliance on external software, and enhance efficiency and profitability.
Goals
Efficiency and Cost Reduction
The team workflow is highly dependent on outside software like Salesforce, Jira, and Excel, which is both costly and inefficient. Our proposed Operations Systems Integration aims to streamline workflows, reduce reliance on external software, and enhance efficiency and profitability.
Goals
Efficiency and Cost Reduction
The team workflow is highly dependent on outside software like Salesforce, Jira, and Excel, which is both costly and inefficient. Our proposed Operations Systems Integration aims to streamline workflows, reduce reliance on external software, and enhance efficiency and profitability.
Major Pain Points
Disparate systems
The Community Solutions department uses several disconnected software programs to complete their work.
Disparate systems
The Community Solutions department uses several disconnected software programs to complete their work.
Disparate systems
The Community Solutions department uses several disconnected software programs to complete their work.
High Salesforce cost
The company is paying for a huge number of subscriptions to Salesforce, many of which are rarely used.
High Salesforce cost
The company is paying for a huge number of subscriptions to Salesforce, many of which are rarely used.
High Salesforce cost
The company is paying for a huge number of subscriptions to Salesforce, many of which are rarely used.
Copy-paste waste
According to executives, the current process of taking an opportunity from Salesforce and creating Jira tickets requires about “20 minutes of copy-pasting” to complete.
Copy-paste waste
According to executives, the current process of taking an opportunity from Salesforce and creating Jira tickets requires about “20 minutes of copy-pasting” to complete.
Copy-paste waste
According to executives, the current process of taking an opportunity from Salesforce and creating Jira tickets requires about “20 minutes of copy-pasting” to complete.
Drowning in forms
The current workflow includes a 56 page “Post-sale Process Document” which is very inefficient.
Drowning in forms
The current workflow includes a 56 page “Post-sale Process Document” which is very inefficient.
Drowning in forms
The current workflow includes a 56 page “Post-sale Process Document” which is very inefficient.
Phase .4
Beginning with a Bite-Sized Solution
The initial phase for OSI is deemed “Phase .4” because it does not offer a complete web app but rather starts the project by offering a solution to a small, isolated problem. In the current workflow, users must spend about 20 minutes copying and pasting information from Salesforce to Jira to transfer data for new tasks.
Phase .4
Beginning with a Bite-Sized Solution
The initial phase for OSI is deemed “Phase .4” because it does not offer a complete web app but rather starts the project by offering a solution to a small, isolated problem. In the current workflow, users must spend about 20 minutes copying and pasting information from Salesforce to Jira to transfer data for new tasks.
Phase .4
Beginning with a Bite-Sized Solution
The initial phase for OSI is deemed “Phase .4” because it does not offer a complete web app but rather starts the project by offering a solution to a small, isolated problem. In the current workflow, users must spend about 20 minutes copying and pasting information from Salesforce to Jira to transfer data for new tasks.
Phase .4
Beginning with a Bite-Sized Solution
The initial phase for OSI is deemed “Phase .4” because it does not offer a complete web app but rather starts the project by offering a solution to a small, isolated problem. In the current workflow, users must spend about 20 minutes copying and pasting information from Salesforce to Jira to transfer data for new tasks.
User Personas
A diverse group of stakeholders
As an internal project, the users are all Spectrum stakeholders who work for the Community Solutions department. Any of these users could complete the main action afforded by Phase .4 of OSI. • Field Technicians • Sales Engineers • Software Engineers • Project Managers
User Personas
A diverse group of stakeholders
As an internal project, the users are all Spectrum stakeholders who work for the Community Solutions department. Any of these users could complete the main action afforded by Phase .4 of OSI. • Field Technicians • Sales Engineers • Software Engineers • Project Managers
User Personas
A diverse group of stakeholders
As an internal project, the users are all Spectrum stakeholders who work for the Community Solutions department. Any of these users could complete the main action afforded by Phase .4 of OSI. • Field Technicians • Sales Engineers • Software Engineers • Project Managers
User Personas
A diverse group of stakeholders
As an internal project, the users are all Spectrum stakeholders who work for the Community Solutions department. Any of these users could complete the main action afforded by Phase .4 of OSI. • Field Technicians • Sales Engineers • Software Engineers • Project Managers
Device Considerations
Focusing on the Laptop
Spectrum stakeholders will access this product during business hours using their work laptops. Consequently, our design focuses on laptop and desktop screens rather than mobile devices.
Device Considerations
Focusing on the Laptop
Spectrum stakeholders will access this product during business hours using their work laptops. Consequently, our design focuses on laptop and desktop screens rather than mobile devices.
Device Considerations
Focusing on the Laptop
Spectrum stakeholders will access this product during business hours using their work laptops. Consequently, our design focuses on laptop and desktop screens rather than mobile devices.
Device Considerations
Focusing on the Laptop
Spectrum stakeholders will access this product during business hours using their work laptops. Consequently, our design focuses on laptop and desktop screens rather than mobile devices.
User Flow
Submit a new project
The initial product provides essential functionality. In the “happy path,” users: 1. Enter a Project ID or URL. 2. Identify the relevant project. 3.View related information. 4. Submit the project The submission triggers the creation of a Jira issue with associated tasks for the team.
User Flow
Submit a new project
The initial product provides essential functionality. In the “happy path,” users: 1. Enter a Project ID or URL. 2. Identify the relevant project. 3.View related information. 4. Submit the project The submission triggers the creation of a Jira issue with associated tasks for the team.
User Flow
Submit a new project
The initial product provides essential functionality. In the “happy path,” users: 1. Enter a Project ID or URL. 2. Identify the relevant project. 3.View related information. 4. Submit the project The submission triggers the creation of a Jira issue with associated tasks for the team.
User Flow
Submit a new project
The initial product provides essential functionality. In the “happy path,” users: 1. Enter a Project ID or URL. 2. Identify the relevant project. 3.View related information. 4. Submit the project The submission triggers the creation of a Jira issue with associated tasks for the team.
Design
A One-Page App with a Landing Page Feel
Despite being an internal application, we maintain the Spectrum brand identity. The final design resembles a landing page, featuring: • Hero image • Clear title • Concise description • Search field for project queries
Design
A One-Page App with a Landing Page Feel
Despite being an internal application, we maintain the Spectrum brand identity. The final design resembles a landing page, featuring: • Hero image • Clear title • Concise description • Search field for project queries
Design
A One-Page App with a Landing Page Feel
Despite being an internal application, we maintain the Spectrum brand identity. The final design resembles a landing page, featuring: • Hero image • Clear title • Concise description • Search field for project queries
Design
A One-Page App with a Landing Page Feel
Despite being an internal application, we maintain the Spectrum brand identity. The final design resembles a landing page, featuring: • Hero image • Clear title • Concise description • Search field for project queries
Design
Fully Responsive for Mobile
While the primary use case is laptop-based, we recognize the need for responsive mobile design.
Design
Fully Responsive for Mobile
While the primary use case is laptop-based, we recognize the need for responsive mobile design.
Design
Fully Responsive for Mobile
While the primary use case is laptop-based, we recognize the need for responsive mobile design.
Design
Fully Responsive for Mobile
While the primary use case is laptop-based, we recognize the need for responsive mobile design.
Initial Rollout
Swift Deployment and Positive Feedback
After collaborating closely with the Front-End Engineer to ensure UI quality, usability, and aesthetics, Phase 0.4 of OSI was rolled out to a select group of users. Initial feedback was overwhelmingly positive: • An executive marveled at the efficiency: “it’s just amazing that they can do now in only 10 seconds, what before may have been a 20-30 minute lift.” • Users appreciated the visually appealing and responsive nature of the web app.
Initial Rollout
Swift Deployment and Positive Feedback
After collaborating closely with the Front-End Engineer to ensure UI quality, usability, and aesthetics, Phase 0.4 of OSI was rolled out to a select group of users. Initial feedback was overwhelmingly positive: • An executive marveled at the efficiency: “it’s just amazing that they can do now in only 10 seconds, what before may have been a 20-30 minute lift.” • Users appreciated the visually appealing and responsive nature of the web app.
Initial Rollout
Swift Deployment and Positive Feedback
After collaborating closely with the Front-End Engineer to ensure UI quality, usability, and aesthetics, Phase 0.4 of OSI was rolled out to a select group of users. Initial feedback was overwhelmingly positive: • An executive marveled at the efficiency: “it’s just amazing that they can do now in only 10 seconds, what before may have been a 20-30 minute lift.” • Users appreciated the visually appealing and responsive nature of the web app.
Initial Rollout
Swift Deployment and Positive Feedback
After collaborating closely with the Front-End Engineer to ensure UI quality, usability, and aesthetics, Phase 0.4 of OSI was rolled out to a select group of users. Initial feedback was overwhelmingly positive: • An executive marveled at the efficiency: “it’s just amazing that they can do now in only 10 seconds, what before may have been a 20-30 minute lift.” • Users appreciated the visually appealing and responsive nature of the web app.
Phase 1
Getting into the meat of the project
Having completed Phase 0.4, our team now tackles broader initiatives. While Phase 0.4 addressed the immediate need to eliminate a time-consuming “copy/paste task,” Phase 1 dives into more extensive business challenges.
Phase 1
Getting into the meat of the project
Having completed Phase 0.4, our team now tackles broader initiatives. While Phase 0.4 addressed the immediate need to eliminate a time-consuming “copy/paste task,” Phase 1 dives into more extensive business challenges.
Phase 1
Getting into the meat of the project
Having completed Phase 0.4, our team now tackles broader initiatives. While Phase 0.4 addressed the immediate need to eliminate a time-consuming “copy/paste task,” Phase 1 dives into more extensive business challenges.
Phase 1
Getting into the meat of the project
Having completed Phase 0.4, our team now tackles broader initiatives. While Phase 0.4 addressed the immediate need to eliminate a time-consuming “copy/paste task,” Phase 1 dives into more extensive business challenges.
Kickoff
Say Hello to the SME
Our Subject Matter Expert (SME), a seasoned Manager of Strategic Operations at Spectrum, flew in from out of state. With firsthand experience managing Community Solutions teams, the SME provided valuable insights into personas, use cases, pain points, and business goals.
Kickoff
Say Hello to the SME
Our Subject Matter Expert (SME), a seasoned Manager of Strategic Operations at Spectrum, flew in from out of state. With firsthand experience managing Community Solutions teams, the SME provided valuable insights into personas, use cases, pain points, and business goals.
Kickoff
Say Hello to the SME
Our Subject Matter Expert (SME), a seasoned Manager of Strategic Operations at Spectrum, flew in from out of state. With firsthand experience managing Community Solutions teams, the SME provided valuable insights into personas, use cases, pain points, and business goals.
Kickoff
Say Hello to the SME
Our Subject Matter Expert (SME), a seasoned Manager of Strategic Operations at Spectrum, flew in from out of state. With firsthand experience managing Community Solutions teams, the SME provided valuable insights into personas, use cases, pain points, and business goals.
Discovery
Unveiling Complex Inner Workings
Before this discovery phase, our team had limited knowledge of the intricate workings within the Community Solutions department. Over four days of intensive meetings, I led the discovery process, gaining a deeper understanding of OSI personas and use cases.
Discovery
Unveiling Complex Inner Workings
Before this discovery phase, our team had limited knowledge of the intricate workings within the Community Solutions department. Over four days of intensive meetings, I led the discovery process, gaining a deeper understanding of OSI personas and use cases.
Discovery
Unveiling Complex Inner Workings
Before this discovery phase, our team had limited knowledge of the intricate workings within the Community Solutions department. Over four days of intensive meetings, I led the discovery process, gaining a deeper understanding of OSI personas and use cases.
Discovery
Unveiling Complex Inner Workings
Before this discovery phase, our team had limited knowledge of the intricate workings within the Community Solutions department. Over four days of intensive meetings, I led the discovery process, gaining a deeper understanding of OSI personas and use cases.
Personas
Breaking down the Users and Use Cases
Personas
Breaking down the Users and Use Cases
Personas
Breaking down the Users and Use Cases
Personas
Breaking down the Users and Use Cases
Sales Representative
• Responsible for completing property “intake” forms • Initiates the project workflow
Sales Representative
• Responsible for completing property “intake” forms • Initiates the project workflow
Sales Representative
• Responsible for completing property “intake” forms • Initiates the project workflow
Sales Representative
• Responsible for completing property “intake” forms • Initiates the project workflow
Sales Engineer
• After the Sales Rep’s intake, the Sales Engineer handles Product Costing
Sales Engineer
• After the Sales Rep’s intake, the Sales Engineer handles Product Costing
Sales Engineer
• After the Sales Rep’s intake, the Sales Engineer handles Product Costing
Sales Engineer
• After the Sales Rep’s intake, the Sales Engineer handles Product Costing
Manager
• Monitors employee activity and project queues • Assigns projects as needed
Manager
• Monitors employee activity and project queues • Assigns projects as needed
Manager
• Monitors employee activity and project queues • Assigns projects as needed
Manager
• Monitors employee activity and project queues • Assigns projects as needed
Director
• Reviews project queues and team activity • Approves high-dollar projects
Director
• Reviews project queues and team activity • Approves high-dollar projects
Director
• Reviews project queues and team activity • Approves high-dollar projects
Director
• Reviews project queues and team activity • Approves high-dollar projects
Key Persona
The Salesperson
Key Persona
The Salesperson
Key Persona
The Salesperson
Key Persona
The Salesperson
High turn-over rate
• Sales Reps have short tenures. • Our product must be intuitive to minimize training needs.
High turn-over rate
• Sales Reps have short tenures. • Our product must be intuitive to minimize training needs.
High turn-over rate
• Sales Reps have short tenures. • Our product must be intuitive to minimize training needs.
High turn-over rate
• Sales Reps have short tenures. • Our product must be intuitive to minimize training needs.
Low approval rate
• After the Sales Rep’s intake, the Sales Engineer handles Product Costing
Low approval rate
• After the Sales Rep’s intake, the Sales Engineer handles Product Costing
Low approval rate
• After the Sales Rep’s intake, the Sales Engineer handles Product Costing
Low approval rate
• After the Sales Rep’s intake, the Sales Engineer handles Product Costing
Overly ambitious
• Sales Reps sometimes inflate offers to boost their metrics. • OSI must enforce restrictions and checkpoints.
Overly ambitious
• Sales Reps sometimes inflate offers to boost their metrics. • OSI must enforce restrictions and checkpoints.
Overly ambitious
• Sales Reps sometimes inflate offers to boost their metrics. • OSI must enforce restrictions and checkpoints.
Overly ambitious
• Sales Reps sometimes inflate offers to boost their metrics. • OSI must enforce restrictions and checkpoints.
Journey Map
OSI Sales Intake
One major challenge we've identified with the current Sales Intake process is the time-consuming and error-prone task of manually transferring information from Excel spreadsheets into Salesforce by copying and pasting. Additionally, sales reps must check Excel sheets for pricing by region. From the user journey, it's clear that Integrating this information with the intake system could automate much of this activity.
Journey Map
OSI Sales Intake
One major challenge we've identified with the current Sales Intake process is the time-consuming and error-prone task of manually transferring information from Excel spreadsheets into Salesforce by copying and pasting. Additionally, sales reps must check Excel sheets for pricing by region. From the user journey, it's clear that Integrating this information with the intake system could automate much of this activity.
Journey Map
OSI Sales Intake
One major challenge we've identified with the current Sales Intake process is the time-consuming and error-prone task of manually transferring information from Excel spreadsheets into Salesforce by copying and pasting. Additionally, sales reps must check Excel sheets for pricing by region. From the user journey, it's clear that Integrating this information with the intake system could automate much of this activity.
Journey Map
OSI Sales Intake
One major challenge we've identified with the current Sales Intake process is the time-consuming and error-prone task of manually transferring information from Excel spreadsheets into Salesforce by copying and pasting. Additionally, sales reps must check Excel sheets for pricing by region. From the user journey, it's clear that Integrating this information with the intake system could automate much of this activity.
Information Architecture
Sketching the Web App Site Map
We began by creating a rough site map for the web app. This map encompasses not only Phase 1 features but also accounts for future phases. The goal? To establish a flexible structure that accommodates all OSI development efforts.
Information Architecture
Sketching the Web App Site Map
We began by creating a rough site map for the web app. This map encompasses not only Phase 1 features but also accounts for future phases. The goal? To establish a flexible structure that accommodates all OSI development efforts.
Information Architecture
Sketching the Web App Site Map
We began by creating a rough site map for the web app. This map encompasses not only Phase 1 features but also accounts for future phases. The goal? To establish a flexible structure that accommodates all OSI development efforts.
Information Architecture
Sketching the Web App Site Map
We began by creating a rough site map for the web app. This map encompasses not only Phase 1 features but also accounts for future phases. The goal? To establish a flexible structure that accommodates all OSI development efforts.
User Flow
The OSI Happy Path in a Nutshell
The basic process for this product consists of 3 steps: 1. Sales Intake - A sales representative completes intake forms 2. Eng. Review - An engineer reviews the sales intake and completes configurations 3. Approval - An engineer approves the project (or a Manager/Director if the total is over a certain dollar amount.)
User Flow
The OSI Happy Path in a Nutshell
The basic process for this product consists of 3 steps: 1. Sales Intake - A sales representative completes intake forms 2. Eng. Review - An engineer reviews the sales intake and completes configurations 3. Approval - An engineer approves the project (or a Manager/Director if the total is over a certain dollar amount.)
User Flow
The OSI Happy Path in a Nutshell
The basic process for this product consists of 3 steps: 1. Sales Intake - A sales representative completes intake forms 2. Eng. Review - An engineer reviews the sales intake and completes configurations 3. Approval - An engineer approves the project (or a Manager/Director if the total is over a certain dollar amount.)
User Flow
The OSI Happy Path in a Nutshell
The basic process for this product consists of 3 steps: 1. Sales Intake - A sales representative completes intake forms 2. Eng. Review - An engineer reviews the sales intake and completes configurations 3. Approval - An engineer approves the project (or a Manager/Director if the total is over a certain dollar amount.)
Key Consideration
Project Shot Clock: Tracking Milestones
As projects progress, input is required from various teams. Key milestones trigger the “shot clock”: • When the Sales Rep completes an Intake, the project enters the Engineering Queue. • After Engineers finish Product Costing, they wait for approval. The clock restarts at each stage, ensuring transparency and team accountability.
Key Consideration
Project Shot Clock: Tracking Milestones
As projects progress, input is required from various teams. Key milestones trigger the “shot clock”: • When the Sales Rep completes an Intake, the project enters the Engineering Queue. • After Engineers finish Product Costing, they wait for approval. The clock restarts at each stage, ensuring transparency and team accountability.
Key Consideration
Project Shot Clock: Tracking Milestones
As projects progress, input is required from various teams. Key milestones trigger the “shot clock”: • When the Sales Rep completes an Intake, the project enters the Engineering Queue. • After Engineers finish Product Costing, they wait for approval. The clock restarts at each stage, ensuring transparency and team accountability.
Key Consideration
Project Shot Clock: Tracking Milestones
As projects progress, input is required from various teams. Key milestones trigger the “shot clock”: • When the Sales Rep completes an Intake, the project enters the Engineering Queue. • After Engineers finish Product Costing, they wait for approval. The clock restarts at each stage, ensuring transparency and team accountability.
Data Model
Understanding the information
Data Model
Understanding the information
Data Model
Understanding the information
Data Model
Understanding the information
Portfolio
• A collection of properties owned by an individual or entity
Portfolio
• A collection of properties owned by an individual or entity
Portfolio
• A collection of properties owned by an individual or entity
Portfolio
• A collection of properties owned by an individual or entity
Property
• A real estate property, which is often part of a portfolio
Property
• A real estate property, which is often part of a portfolio
Property
• A real estate property, which is often part of a portfolio
Property
• A real estate property, which is often part of a portfolio
Project
• Represents an opportunity to provide services/products for a single property
Project
• Represents an opportunity to provide services/products for a single property
Project
• Represents an opportunity to provide services/products for a single property
Project
• Represents an opportunity to provide services/products for a single property
Offer
• A scripted collection of services and products at a specific price • A single Project may contain multiple offers
Offer
• A scripted collection of services and products at a specific price • A single Project may contain multiple offers
Offer
• A scripted collection of services and products at a specific price • A single Project may contain multiple offers
Offer
• A scripted collection of services and products at a specific price • A single Project may contain multiple offers
Stakeholder Collaboration
Bringing the SME’s Vision to Life
Having immersed ourselves in the product space, user personas, business requirements, and goals, we swiftly transitioned to rapid wireframing and prototyping. Our primary focus? Accommodating our subject matter expert (SME) and translating their vision into tangible design elements.
Stakeholder Collaboration
Bringing the SME’s Vision to Life
Having immersed ourselves in the product space, user personas, business requirements, and goals, we swiftly transitioned to rapid wireframing and prototyping. Our primary focus? Accommodating our subject matter expert (SME) and translating their vision into tangible design elements.
Stakeholder Collaboration
Bringing the SME’s Vision to Life
Having immersed ourselves in the product space, user personas, business requirements, and goals, we swiftly transitioned to rapid wireframing and prototyping. Our primary focus? Accommodating our subject matter expert (SME) and translating their vision into tangible design elements.
Stakeholder Collaboration
Bringing the SME’s Vision to Life
Having immersed ourselves in the product space, user personas, business requirements, and goals, we swiftly transitioned to rapid wireframing and prototyping. Our primary focus? Accommodating our subject matter expert (SME) and translating their vision into tangible design elements.
Stakeholder Collaboration
Alignment with Engineering for the MVP
As we breathed life into the SME’s vision, close collaboration with our Engineering Manager and team ensured technical feasibility. When faced with scope creep or unnecessary features, we exercised discernment, carefully selecting what to include and what to discard.
Stakeholder Collaboration
Alignment with Engineering for the MVP
As we breathed life into the SME’s vision, close collaboration with our Engineering Manager and team ensured technical feasibility. When faced with scope creep or unnecessary features, we exercised discernment, carefully selecting what to include and what to discard.
Stakeholder Collaboration
Alignment with Engineering for the MVP
As we breathed life into the SME’s vision, close collaboration with our Engineering Manager and team ensured technical feasibility. When faced with scope creep or unnecessary features, we exercised discernment, carefully selecting what to include and what to discard.
Stakeholder Collaboration
Alignment with Engineering for the MVP
As we breathed life into the SME’s vision, close collaboration with our Engineering Manager and team ensured technical feasibility. When faced with scope creep or unnecessary features, we exercised discernment, carefully selecting what to include and what to discard.
Wireframes
Sketching out the SME's Vision
Our SME shared his vision for a horizontal stepper with me, expressing his desire for a flexible component which could include multiple steps, as well as indicators as to where in the process we are. He also mentioned that this stepper should indicate whether the user is on the Intake, or Pre-Sale Costing process.
Wireframes
Sketching out the SME's Vision
Our SME shared his vision for a horizontal stepper with me, expressing his desire for a flexible component which could include multiple steps, as well as indicators as to where in the process we are. He also mentioned that this stepper should indicate whether the user is on the Intake, or Pre-Sale Costing process.
Wireframes
Sketching out the SME's Vision
Our SME shared his vision for a horizontal stepper with me, expressing his desire for a flexible component which could include multiple steps, as well as indicators as to where in the process we are. He also mentioned that this stepper should indicate whether the user is on the Intake, or Pre-Sale Costing process.
Wireframes
Sketching out the SME's Vision
Our SME shared his vision for a horizontal stepper with me, expressing his desire for a flexible component which could include multiple steps, as well as indicators as to where in the process we are. He also mentioned that this stepper should indicate whether the user is on the Intake, or Pre-Sale Costing process.
Wireframes
Updates Accordin to Feedback from Engineering Manager
After reviewing our initial sketches with the Engineering Manager, we modified the concept to use a vertical stepper rather than horizontal. This layout would match more closely with the internal design system and other interfaces.
Wireframes
Updates Accordin to Feedback from Engineering Manager
After reviewing our initial sketches with the Engineering Manager, we modified the concept to use a vertical stepper rather than horizontal. This layout would match more closely with the internal design system and other interfaces.
Wireframes
Updates Accordin to Feedback from Engineering Manager
After reviewing our initial sketches with the Engineering Manager, we modified the concept to use a vertical stepper rather than horizontal. This layout would match more closely with the internal design system and other interfaces.
Wireframes
Updates Accordin to Feedback from Engineering Manager
After reviewing our initial sketches with the Engineering Manager, we modified the concept to use a vertical stepper rather than horizontal. This layout would match more closely with the internal design system and other interfaces.
UI Framework
Layout inspiration and Kite Design System
Our access to the Kite Design System, along with Figma libraries and React components, empowered us to create concepts and products with remarkable speed. We decided to reuse the framework from an internal tool called Aloha, which features a clean 3-column layout for forms.
UI Framework
Layout inspiration and Kite Design System
Our access to the Kite Design System, along with Figma libraries and React components, empowered us to create concepts and products with remarkable speed. We decided to reuse the framework from an internal tool called Aloha, which features a clean 3-column layout for forms.
UI Framework
Layout inspiration and Kite Design System
Our access to the Kite Design System, along with Figma libraries and React components, empowered us to create concepts and products with remarkable speed. We decided to reuse the framework from an internal tool called Aloha, which features a clean 3-column layout for forms.
UI Framework
Layout inspiration and Kite Design System
Our access to the Kite Design System, along with Figma libraries and React components, empowered us to create concepts and products with remarkable speed. We decided to reuse the framework from an internal tool called Aloha, which features a clean 3-column layout for forms.
Content Management System
Seamless Form Editing Experience
To facilitate form content editing, we adopted a format where the site seamlessly transitions into “Content Management” mode. In this mode: • The right column serves as the form editor. • The center displays a live form preview.
Content Management System
Seamless Form Editing Experience
To facilitate form content editing, we adopted a format where the site seamlessly transitions into “Content Management” mode. In this mode: • The right column serves as the form editor. • The center displays a live form preview.
Content Management System
Seamless Form Editing Experience
To facilitate form content editing, we adopted a format where the site seamlessly transitions into “Content Management” mode. In this mode: • The right column serves as the form editor. • The center displays a live form preview.
Content Management System
Seamless Form Editing Experience
To facilitate form content editing, we adopted a format where the site seamlessly transitions into “Content Management” mode. In this mode: • The right column serves as the form editor. • The center displays a live form preview.
Presentation
Earning "Buy-in" from Executives
Before diving into development, we presented our concept to executives for approval and funding. Our Figma slideshow/prototype showcased three critical tasks: • Submit a Sales Intake (User: Sales Rep.) • Post-Sale Costing (User: Engineer) • Escalate a Project (User: Sales Director) The positive reception prompted us to swiftly move forward with development.
Presentation
Earning "Buy-in" from Executives
Before diving into development, we presented our concept to executives for approval and funding. Our Figma slideshow/prototype showcased three critical tasks: • Submit a Sales Intake (User: Sales Rep.) • Post-Sale Costing (User: Engineer) • Escalate a Project (User: Sales Director) The positive reception prompted us to swiftly move forward with development.
Presentation
Earning "Buy-in" from Executives
Before diving into development, we presented our concept to executives for approval and funding. Our Figma slideshow/prototype showcased three critical tasks: • Submit a Sales Intake (User: Sales Rep.) • Post-Sale Costing (User: Engineer) • Escalate a Project (User: Sales Director) The positive reception prompted us to swiftly move forward with development.
Presentation
Earning "Buy-in" from Executives
Before diving into development, we presented our concept to executives for approval and funding. Our Figma slideshow/prototype showcased three critical tasks: • Submit a Sales Intake (User: Sales Rep.) • Post-Sale Costing (User: Engineer) • Escalate a Project (User: Sales Director) The positive reception prompted us to swiftly move forward with development.
Project Management
Leading Agile Processes in the Absence of a Scrum Master
After successfully completing the design work for our MVP, our team faced an unexpected challenge when our Scrum Master was reassigned to a different team, leaving us without a project manager. As the most knowledgeable team member on this project, aside from the Product Owner/SME, I stepped up to fill the gap. Having led the discovery phases, conducted generative research, and crafted the UI design, I was well-prepared to take on this responsibility. For approximately three weeks, I assumed the Scrum Master’s role, effectively communicating with developers, writing user stories, breaking down tasks, and managing tickets.
Project Management
Leading Agile Processes in the Absence of a Scrum Master
After successfully completing the design work for our MVP, our team faced an unexpected challenge when our Scrum Master was reassigned to a different team, leaving us without a project manager. As the most knowledgeable team member on this project, aside from the Product Owner/SME, I stepped up to fill the gap. Having led the discovery phases, conducted generative research, and crafted the UI design, I was well-prepared to take on this responsibility. For approximately three weeks, I assumed the Scrum Master’s role, effectively communicating with developers, writing user stories, breaking down tasks, and managing tickets.
Project Management
Leading Agile Processes in the Absence of a Scrum Master
After successfully completing the design work for our MVP, our team faced an unexpected challenge when our Scrum Master was reassigned to a different team, leaving us without a project manager. As the most knowledgeable team member on this project, aside from the Product Owner/SME, I stepped up to fill the gap. Having led the discovery phases, conducted generative research, and crafted the UI design, I was well-prepared to take on this responsibility. For approximately three weeks, I assumed the Scrum Master’s role, effectively communicating with developers, writing user stories, breaking down tasks, and managing tickets.
Project Management
Leading Agile Processes in the Absence of a Scrum Master
After successfully completing the design work for our MVP, our team faced an unexpected challenge when our Scrum Master was reassigned to a different team, leaving us without a project manager. As the most knowledgeable team member on this project, aside from the Product Owner/SME, I stepped up to fill the gap. Having led the discovery phases, conducted generative research, and crafted the UI design, I was well-prepared to take on this responsibility. For approximately three weeks, I assumed the Scrum Master’s role, effectively communicating with developers, writing user stories, breaking down tasks, and managing tickets.
Testing
Collaborating with User Researchers
Given the OSI project’s significance, we enlisted the help of a UX Research Director and two UX Researchers. Their planned exercises included:
Testing
Collaborating with User Researchers
Given the OSI project’s significance, we enlisted the help of a UX Research Director and two UX Researchers. Their planned exercises included:
Testing
Collaborating with User Researchers
Given the OSI project’s significance, we enlisted the help of a UX Research Director and two UX Researchers. Their planned exercises included:
Testing
Collaborating with User Researchers
Given the OSI project’s significance, we enlisted the help of a UX Research Director and two UX Researchers. Their planned exercises included:
Salesforce Walkthrough
• Meeting with one user from each persona to understand their existing processes (now being replaced by OSI).
Salesforce Walkthrough
• Meeting with one user from each persona to understand their existing processes (now being replaced by OSI).
Salesforce Walkthrough
• Meeting with one user from each persona to understand their existing processes (now being replaced by OSI).
Salesforce Walkthrough
• Meeting with one user from each persona to understand their existing processes (now being replaced by OSI).
Focus Groups
• Small-group discussions guided by facilitators to gather user thoughts and opinions on specific topics or interfaces.
Focus Groups
• Small-group discussions guided by facilitators to gather user thoughts and opinions on specific topics or interfaces.
Focus Groups
• Small-group discussions guided by facilitators to gather user thoughts and opinions on specific topics or interfaces.
Focus Groups
• Small-group discussions guided by facilitators to gather user thoughts and opinions on specific topics or interfaces.
Moderated Usability Testing
• One-on-one sessions with participants, evaluating user behaviors and prototypes for system improvements.
Moderated Usability Testing
• One-on-one sessions with participants, evaluating user behaviors and prototypes for system improvements.
Moderated Usability Testing
• One-on-one sessions with participants, evaluating user behaviors and prototypes for system improvements.
Moderated Usability Testing
• One-on-one sessions with participants, evaluating user behaviors and prototypes for system improvements.
Usability Testing Results
Detailed Readout
Our Research team provided a live readout of their results document. We scored high in both task success and confidence levels.
Usability Testing Results
Detailed Readout
Our Research team provided a live readout of their results document. We scored high in both task success and confidence levels.
Usability Testing Results
Detailed Readout
Our Research team provided a live readout of their results document. We scored high in both task success and confidence levels.
Usability Testing Results
Detailed Readout
Our Research team provided a live readout of their results document. We scored high in both task success and confidence levels.
qualitative data
Overwhelmingly Positive Feedback
Our testing participants provided some great feedback, as seen below:
qualitative data
Overwhelmingly Positive Feedback
Our testing participants provided some great feedback, as seen below:
qualitative data
Overwhelmingly Positive Feedback
Our testing participants provided some great feedback, as seen below:
qualitative data
Overwhelmingly Positive Feedback
Our testing participants provided some great feedback, as seen below:
Quantitative data
How We Scored
We received high scores for both Task success and Confdence level.
Quantitative data
How We Scored
We received high scores for both Task success and Confdence level.
Quantitative data
How We Scored
We received high scores for both Task success and Confdence level.
How We Scored
We received high scores for both Task success and Confdence level.
Iteration
Fine-Tuning Based on User Research
Testing validated our design’s success, allowing users to complete tasks with minimal confusion. We made adjustments, primarily refining terminology, to enhance the overall experience.
Iteration
Fine-Tuning Based on User Research
Testing validated our design’s success, allowing users to complete tasks with minimal confusion. We made adjustments, primarily refining terminology, to enhance the overall experience.
Iteration
Fine-Tuning Based on User Research
Testing validated our design’s success, allowing users to complete tasks with minimal confusion. We made adjustments, primarily refining terminology, to enhance the overall experience.
Iteration
Fine-Tuning Based on User Research
Testing validated our design’s success, allowing users to complete tasks with minimal confusion. We made adjustments, primarily refining terminology, to enhance the overall experience.
Design Slideshow
Sales Intake
A sales account executive completes the multi-step wizard below.
Site Contact drawer
To complete the intake, the user must choose a user to designate as the "Survey Contact"
Attachments drawer
The user is able to add attachments that are relevant to the project.
Engineering Dashboard
Once the Sales Intake is completed, the opportunity is routed to the Engineering Dashboard. Here, an Engineer may open the project, or a Manager may assign the project to an Engineer.
Pre-Sale Costing
The Engineer opens the project to complete a multi-step wizard with a similar format to the Sales Intake Intake.
Approval
While projects under a certain dollar amount are auto-approved, high-dollar projects need to be approved by a Director, as seen below.
POST MVP DEVELOPMENT
Added pages and functionality
After launching our initial product, we made additions to the system, making it even more robust and capable.
POST MVP DEVELOPMENT
Added pages and functionality
After launching our initial product, we made additions to the system, making it even more robust and capable.
POST MVP DEVELOPMENT
Added pages and functionality
After launching our initial product, we made additions to the system, making it even more robust and capable.
Added pages and functionality
After launching our initial product, we made additions to the system, making it even more robust and capable.
Sales Landing Page
Prior to building this page, a Sales rep would land directly on an intake form when navigation from Salesforce to OSI. This new page allows users to see an overview of the offer,, link it to an existing Project, and start a new Intake.
Sales Landing Page
Prior to building this page, a Sales rep would land directly on an intake form when navigation from Salesforce to OSI. This new page allows users to see an overview of the offer,, link it to an existing Project, and start a new Intake.
Sales Landing Page
Prior to building this page, a Sales rep would land directly on an intake form when navigation from Salesforce to OSI. This new page allows users to see an overview of the offer,, link it to an existing Project, and start a new Intake.
Sales Landing Page
Prior to building this page, a Sales rep would land directly on an intake form when navigation from Salesforce to OSI. This new page allows users to see an overview of the offer,, link it to an existing Project, and start a new Intake.
Open a Support Ticket
This form allows the user to request help from the department's Support Team. Users input details about the issue, add screenshots, and submit a ticket.
Open a Support Ticket
This form allows the user to request help from the department's Support Team. Users input details about the issue, add screenshots, and submit a ticket.
Open a Support Ticket
This form allows the user to request help from the department's Support Team. Users input details about the issue, add screenshots, and submit a ticket.
Open a Support Ticket
This form allows the user to request help from the department's Support Team. Users input details about the issue, add screenshots, and submit a ticket.
Request Dashboard
Support team members use a dashboard with a similar layout to the OSI Engineering dashboard. They see an overview of open and closed tickets, search, and filter issues.
Request Dashboard
Support team members use a dashboard with a similar layout to the OSI Engineering dashboard. They see an overview of open and closed tickets, search, and filter issues.
Request Dashboard
Support team members use a dashboard with a similar layout to the OSI Engineering dashboard. They see an overview of open and closed tickets, search, and filter issues.
Request Dashboard
Support team members use a dashboard with a similar layout to the OSI Engineering dashboard. They see an overview of open and closed tickets, search, and filter issues.
Issue Overview
When viewing a support ticket, the user is given a plethora of information, and can take a variety of actions: • Update ticket info • Post a comment • Assign a team member
Issue Overview
When viewing a support ticket, the user is given a plethora of information, and can take a variety of actions: • Update ticket info • Post a comment • Assign a team member
Issue Overview
When viewing a support ticket, the user is given a plethora of information, and can take a variety of actions: • Update ticket info • Post a comment • Assign a team member
Issue Overview
When viewing a support ticket, the user is given a plethora of information, and can take a variety of actions: • Update ticket info • Post a comment • Assign a team member
Results
Dramatic effect on the Community Solutions Department's budget
Our work in building this web app had a profoundly positive effect, saving high dollar amounts on a monthly basis.
Results
Dramatic effect on the Community Solutions Department's budget
Our work in building this web app had a profoundly positive effect, saving high dollar amounts on a monthly basis.
Results
Dramatic effect on the Community Solutions Department's budget
Our work in building this web app had a profoundly positive effect, saving high dollar amounts on a monthly basis.
Results
Dramatic effect on the Community Solutions Department's budget
Our work in building this web app had a profoundly positive effect, saving high dollar amounts on a monthly basis.
Reduced Training Costs
Reduced Training Costs
Reduced Training Costs
Reduced Training Costs
$5,000+
$5,000+
$5,000+
Spectrum has reduced training costs by $5,000 per month, thanks to the intuitive design and user-friendly interface of the new web hub.
Boosted Opp. Efficiency
Boosted Opp. Efficiency
Boosted Opp. Efficiency
Boosted Opp. Efficiency
$12,000+
$12,000+
$12,000+
Spectrum is now saving $12,000 per month in operational costs due to the streamlined processes and reduced manual work.
Time Savings
Time Savings
Time Savings
Time Savings
$15,000+
$15,000+
$15,000+
The new web hub has saved Spectrum employees over 500 hours per month, translating to a cost saving of $15,000 per month in labor.
Retrospective
Great collaboration, Slighly sub-par understanding of priority
Reflecting on this project, I am proud of the thorough discovery process and the strong alignment I achieved between the product owner and the engineering team. My efforts in understanding user personas and use cases laid a solid foundation for the project’s success. I excelled in facilitating clear communication and collaboration, ensuring that both the product vision and technical feasibility were aligned. One key learning was understanding the heavy focus on the sales intake process versus the engineering product costing process. Initially, I was concerned about the complexity of the engineering process; however, I realized that sales engineers, being more tenured, were well-versed in their tasks. In contrast, the higher turnover rate among salespeople necessitated a greater focus on usability testing for their intake process. This insight will guide me in future projects to better prioritize user needs based on their roles and experience levels.
Retrospective
Great collaboration, Slighly sub-par understanding of priority
Reflecting on this project, I am proud of the thorough discovery process and the strong alignment I achieved between the product owner and the engineering team. My efforts in understanding user personas and use cases laid a solid foundation for the project’s success. I excelled in facilitating clear communication and collaboration, ensuring that both the product vision and technical feasibility were aligned. One key learning was understanding the heavy focus on the sales intake process versus the engineering product costing process. Initially, I was concerned about the complexity of the engineering process; however, I realized that sales engineers, being more tenured, were well-versed in their tasks. In contrast, the higher turnover rate among salespeople necessitated a greater focus on usability testing for their intake process. This insight will guide me in future projects to better prioritize user needs based on their roles and experience levels.
Retrospective
Great collaboration, Slighly sub-par understanding of priority
Reflecting on this project, I am proud of the thorough discovery process and the strong alignment I achieved between the product owner and the engineering team. My efforts in understanding user personas and use cases laid a solid foundation for the project’s success. I excelled in facilitating clear communication and collaboration, ensuring that both the product vision and technical feasibility were aligned. One key learning was understanding the heavy focus on the sales intake process versus the engineering product costing process. Initially, I was concerned about the complexity of the engineering process; however, I realized that sales engineers, being more tenured, were well-versed in their tasks. In contrast, the higher turnover rate among salespeople necessitated a greater focus on usability testing for their intake process. This insight will guide me in future projects to better prioritize user needs based on their roles and experience levels.
Retrospective
Great collaboration, Slighly sub-par understanding of priority
Reflecting on this project, I am proud of the thorough discovery process and the strong alignment I achieved between the product owner and the engineering team. My efforts in understanding user personas and use cases laid a solid foundation for the project’s success. I excelled in facilitating clear communication and collaboration, ensuring that both the product vision and technical feasibility were aligned. One key learning was understanding the heavy focus on the sales intake process versus the engineering product costing process. Initially, I was concerned about the complexity of the engineering process; however, I realized that sales engineers, being more tenured, were well-versed in their tasks. In contrast, the higher turnover rate among salespeople necessitated a greater focus on usability testing for their intake process. This insight will guide me in future projects to better prioritize user needs based on their roles and experience levels.
Feedback from Teammates
I pride myself on building strong relationships with my coworkers. Here's what two of them said after working with me on this project.
Feedback from Teammates
I pride myself on building strong relationships with my coworkers. Here's what two of them said after working with me on this project.
Feedback from Teammates
I pride myself on building strong relationships with my coworkers. Here's what two of them said after working with me on this project.
Feedback from Teammates
I pride myself on building strong relationships with my coworkers. Here's what two of them said after working with me on this project.
Ryan
Software Engineer at Charter Communications
I had the pleasure of having Nate report directly to me at Charter Communications (Spectrum). Nate is an incredibly talented designer with a keen eye for spacing, typography, and overall visual design…
I had the pleasure of having Nate report directly to me at Charter Communications (Spectrum). Nate is an incredibly talented designer with a keen eye for spacing, typography, and overall visual design. During his time with us, he excelled at collaborating with business owners to understand problems and ensure his designs had the highest impact. He also worked well with technical teams to balance feature impact with development effort.Nate is a Figma expert and significantly contributed to our design standards. His ability to iterate quickly on designs was crucial for project momentum. Notably, he designed a critical sales process management tool that enhanced leadership visibility and communication between sales and sales engineering for complex installations.Nate's talent, dedication, and collaborative spirit make him an exceptional asset to any team. Highly recommended!
Ryan
Software Engineer at Charter Communications
I had the pleasure of having Nate report directly to me at Charter Communications (Spectrum). Nate is an incredibly talented designer with a keen eye for spacing, typography, and overall visual design…
I had the pleasure of having Nate report directly to me at Charter Communications (Spectrum). Nate is an incredibly talented designer with a keen eye for spacing, typography, and overall visual design. During his time with us, he excelled at collaborating with business owners to understand problems and ensure his designs had the highest impact. He also worked well with technical teams to balance feature impact with development effort.Nate is a Figma expert and significantly contributed to our design standards. His ability to iterate quickly on designs was crucial for project momentum. Notably, he designed a critical sales process management tool that enhanced leadership visibility and communication between sales and sales engineering for complex installations.Nate's talent, dedication, and collaborative spirit make him an exceptional asset to any team. Highly recommended!
Ryan
Software Engineer at Charter Communications
I had the pleasure of having Nate report directly to me at Charter Communications (Spectrum). Nate is an incredibly talented designer with a keen eye for spacing, typography, and overall visual design…
I had the pleasure of having Nate report directly to me at Charter Communications (Spectrum). Nate is an incredibly talented designer with a keen eye for spacing, typography, and overall visual design. During his time with us, he excelled at collaborating with business owners to understand problems and ensure his designs had the highest impact. He also worked well with technical teams to balance feature impact with development effort.Nate is a Figma expert and significantly contributed to our design standards. His ability to iterate quickly on designs was crucial for project momentum. Notably, he designed a critical sales process management tool that enhanced leadership visibility and communication between sales and sales engineering for complex installations.Nate's talent, dedication, and collaborative spirit make him an exceptional asset to any team. Highly recommended!
Ryan
Software Engineer at Charter Communications
I had the pleasure of having Nate report directly to me at Charter Communications (Spectrum). Nate is an incredibly talented designer with a keen eye for spacing, typography, and overall visual design…
I had the pleasure of having Nate report directly to me at Charter Communications (Spectrum). Nate is an incredibly talented designer with a keen eye for spacing, typography, and overall visual design. During his time with us, he excelled at collaborating with business owners to understand problems and ensure his designs had the highest impact. He also worked well with technical teams to balance feature impact with development effort.Nate is a Figma expert and significantly contributed to our design standards. His ability to iterate quickly on designs was crucial for project momentum. Notably, he designed a critical sales process management tool that enhanced leadership visibility and communication between sales and sales engineering for complex installations.Nate's talent, dedication, and collaborative spirit make him an exceptional asset to any team. Highly recommended!
Gray
Director of SE at Charter Communications
I had the pleasure of having Nate report directly to me at Charter Communications (Spectrum). Nate is an incredibly talented designer with a keen eye for spacing, typography, and overall visual design…
I had the pleasure of having Nate report directly to me at Charter Communications. Nate is an incredibly talented designer with a keen eye for spacing, typography, and overall visual design. During his time with us, he excelled at collaborating with business owners to understand problems and ensure his designs had the highest impact. He also worked well with technical teams to balance feature impact with development effort. Nate is a Figma expert and significantly contributed to our design standards. His ability to iterate quickly on designs was crucial for project momentum. Notably, he designed a critical sales process management tool that enhanced leadership visibility and communication between sales and sales engineering for complex installations. Nate's talent, dedication, and collaborative spirit make him an exceptional asset to any team. Highly recommended!
Gray
Director of SE at Charter Communications
I had the pleasure of having Nate report directly to me at Charter Communications (Spectrum). Nate is an incredibly talented designer with a keen eye for spacing, typography, and overall visual design…
I had the pleasure of having Nate report directly to me at Charter Communications. Nate is an incredibly talented designer with a keen eye for spacing, typography, and overall visual design. During his time with us, he excelled at collaborating with business owners to understand problems and ensure his designs had the highest impact. He also worked well with technical teams to balance feature impact with development effort. Nate is a Figma expert and significantly contributed to our design standards. His ability to iterate quickly on designs was crucial for project momentum. Notably, he designed a critical sales process management tool that enhanced leadership visibility and communication between sales and sales engineering for complex installations. Nate's talent, dedication, and collaborative spirit make him an exceptional asset to any team. Highly recommended!
Gray
Director of SE at Charter Communications
I had the pleasure of having Nate report directly to me at Charter Communications (Spectrum). Nate is an incredibly talented designer with a keen eye for spacing, typography, and overall visual design…
I had the pleasure of having Nate report directly to me at Charter Communications. Nate is an incredibly talented designer with a keen eye for spacing, typography, and overall visual design. During his time with us, he excelled at collaborating with business owners to understand problems and ensure his designs had the highest impact. He also worked well with technical teams to balance feature impact with development effort. Nate is a Figma expert and significantly contributed to our design standards. His ability to iterate quickly on designs was crucial for project momentum. Notably, he designed a critical sales process management tool that enhanced leadership visibility and communication between sales and sales engineering for complex installations. Nate's talent, dedication, and collaborative spirit make him an exceptional asset to any team. Highly recommended!
Gray
Director of SE at Charter Communications
I had the pleasure of having Nate report directly to me at Charter Communications (Spectrum). Nate is an incredibly talented designer with a keen eye for spacing, typography, and overall visual design…
I had the pleasure of having Nate report directly to me at Charter Communications. Nate is an incredibly talented designer with a keen eye for spacing, typography, and overall visual design. During his time with us, he excelled at collaborating with business owners to understand problems and ensure his designs had the highest impact. He also worked well with technical teams to balance feature impact with development effort. Nate is a Figma expert and significantly contributed to our design standards. His ability to iterate quickly on designs was crucial for project momentum. Notably, he designed a critical sales process management tool that enhanced leadership visibility and communication between sales and sales engineering for complex installations. Nate's talent, dedication, and collaborative spirit make him an exceptional asset to any team. Highly recommended!
Thanks for checking out
my work! 👋
Visit more of my case studies below
Thanks for checking out
my work! 👋
Visit more of my case studies below
Thanks for checking out
my work! 👋
Visit more of my case studies below
Thanks for checking out
my work! 👋
Visit more of my case studies below
Spectrum
Boosting Security and Efficiency with an AI Chatbot and Admin Tool
Spectrum
Boosting Security and Efficiency with an AI Chatbot and Admin Tool
Spectrum
Boosting Security and Efficiency with an AI Chatbot and Admin Tool
Spectrum
Boosting Security and Efficiency with an AI Chatbot and Admin Tool
Journey.AI
Showcasing Patented Encryption and Revolutionizing User Experience
Journey.AI
Showcasing Patented Encryption and Revolutionizing User Experience
Journey.AI
Showcasing Patented Encryption and Revolutionizing User Experience
Journey.AI
Showcasing Patented Encryption and Revolutionizing User Experience