Unified EX/CX Architecture

What happens when you unify front-line employee tools with the user experience?

The Ask.

Create a responsive, site-wide integrated customer, store point-of-sale and customer care site (the first of it’s kind) and deliver phased design patterns including account, architecture and design consistency patterns.

The Challenge.

Integrating three verticals of customer website, in-store point-of-sale and customer care required significant and iterative design reviews with the client on a daily basis with various stakeholders. Delegation of roles and context of client feedback was critical in maintaining site consistency in interaction patterns. I identified early on the need for a site-wide architecture design that had until that point, been segmented by various product owners with non-transparent knowledge and fragmented decision making among requirements and agile teams.

Rebellion Framework

T-Mobile was not only looking to unify their employee tools with their customer, they needed to unify content management across their leadership, marketing, AOR agency and IT consulting teams.

The Approach.

1. Stakeholder Interviews
2. Research Analysis
3. Best Interaction Design Practices
4. Daily Client Stand-ups & Scrum meetings
5. Pattern Library framework and responsive design templates
6. Competitive Analysis
7. Axure/Interaction Design widget library standardization
8. Agile/Rapid Prototyping
9. Design/Interaction Pattern Reviews
10. Information Architecture Audit
11. Site Map and user flows
12. User Story Assessment
13. Pattern Library Client Reviews
14. Pattern Library/Design Audit with recommendations report
15. Finalize Architecture and Pattern Library Document
16. Socialize across business, UX and development teams