Digital Customer Service
In parallel with the design and development (in 100 days) of a digital portal MVP, the exploratory research team was responsible for broader exploration of where digital could best play a role in the new operating model of one of our customer relationship teams. Beyond MVP, I transitioned to work on product strategy and design.
STATS: 6-month long design research & synthesis project for Fannie Mae’s National Customer Delivery & Support Team in conjunction with Digital Products
ROLE: The design team of 5 was split into two tracks for the first 100 days of this work: one focused on designing an MVP and one focused on exploratory research. I was on the discovery team and then transitioned to work on product design. I was responsible for:
creating interview and observation guides
conducting interviews and observation
leading synthesis and presentation
co-facilitating stakeholder workshops
wireframes and UX flows for select product features