Company

CenturyLink / Lumen

Quantum fiber purchasing

A simple and easy to understand user journey is essential when deciding on something as important as one’s internet. To drive down user confusion and simplify the workflow, the journey was mapped and locked into a specific template as the user navigated the experience. I took over the project while it was already in production and came on to act as design support for in development items as well as create the solutions for upcoming feature requests.

Main Project Image

design process

After establishing a clear communication loop with development, I identified opportunities to break away from the restrictive templates. By introducing several new patterns, I increased content flexibility without compromising the user experience.

impacts

Testing confirmed that my updated design patterns outperformed the original restrictive templates in both preference and performance. We were able to increase time to complete task and user confidence in their choice by broadening the scope of our pattern usage.

stakeholder collab

I leveraged strong existing stakeholder relationships to transition the team toward more flexible design patterns. Using user research as the primary lever, I successfully defended new concepts and ensured clear buy-in from cross-functional partners.