Work Samples

Xfinity Privacy Center

Client: Comcast Corporation
Role: Creative direction and UX strategy
Team: 4 designers, 1 copywriter, 2 researchers
Timeline: 6 months

SCOPE

Comprehensive experience for learning about and managing corporate data privacy.

SUMMARY

Leveraged new design system to create an informational microsite, including multi-tenant consumer flows for downloading, deleting, and correcting personal information. Worked in lock step with Product, Engineering, and Legal partners to create a research-driven experience dedicated to educating consumers about Comcast’s data privacy stance, as well as utility flows for managing personal information and preferences (Cookies, SPI, etc.).

RESULT

The company was able to align with emerging legislative and ethical standards by introducing a valuable new service, increasing brand trust for those impacted by the use of their personal information.

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Comcast Identity & Authentication Management

Client: Comcast Corporation
Role: Creative direction and UX strategy
Team: 2 designers, 1 copywriter, 2 researchers
Timeline: 2 years

SCOPE

Design-led evolution of a robust platform for identity management and authentication leveraged across multiple digital products.

SUMMARY

Championed a multi-year effort to bring experiential consistency and modernized standards to an antiquated enterprise-level system.

RESULT

Perceived friction during user flows for authentication and verification was drastically reduced. An ideal balance of newfound convenience, familiarity, and increased security produced a higher overall net promoter sentiment among customers.

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Secure Multifactor Authentication

Client: Comcast Corporation
Role: Creative direction and UX strategy
Team: 3 designers, 1 copywriter, 2 researchers
Timeline: 6 months

SCOPE

Research-driven campaign to improve customer security and reduce identity fraud.

SUMMARY

Introduction of multi-screen experience allowing customers to approve or deny requested access to their account and services.

RESULT

Successfully reduced digital fraud while increasing brand trust and experiential satisfaction. Assisted with campaigns launched to educate customers and employees about the importance of cybersecurity.

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Customer Service & Account App

Client: Comcast Corporation
Role: Creative direction and UX strategy
Team: 4 designers, 2 copywriters, 2 researchers
Timeline: 1 year

SCOPE

Customer-feedback focused feature development of account management sections in customer-facing mobile app with millions of active users.

FEATURES

• Bill/Payment settings
• Identity/Auth/Profile settings
• Xfinity mobile cell phone service management
• Help and Troubleshooting
• Notifications settings
• Feature adoption and promotion

SUMMARY

Worked in concert with product and engineering stakeholders to collectively evolve the feature set of a robust digital account management experience.

RESULT

Empowered customers with complete control over key account functions, significantly reducing the need for interaction with support agents.

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