My Role
As lead UX designer, I drove the experience from discovery through delivery. I led mobile-focused user research, usability testing, and defined journeys for alerts, dashboards, and feedback. I translated those into wireframes, prototypes, and refined UI designs. I also collaborated closely with iOS/Android developers and backend engineers to ensure seamless implementation aligned with the existing desktop design system.
Wireframes and Prototyping
I developed low- and mid-fidelity wireframes to explore layout options: stacked cards, tabbed navigation, flat lists, collapsible drawers. For requests/feedback, I designed simple, context-aware forms that agents could complete in seconds, even with poor connectivity.
Outcome and Impact
Successfully launched a mobile version of the dashboard & alert workflows, enabling users to access key insights from their phones. Field agents gained a direct channel to submit requests and feedback, reducing turnaround time for support and improving data quality from the field
Ongoing Updates and Enhancements
Once we had MVP released we had the need to begin to offer more robust content. Below shows wireframes of the current flow for customer comments and the 2 proposed options for adding audio and video into the app.
