Lead UX Designer

My Impact

  • AT&T Business Transformation: I transformed mission-critical sales flows by reducing redundancies and creating consistency.

Company Overview

AT&T is an American multinational telecommunications company. It is the world's third-largest telecommunications company by revenue and the second-largest wireless carrier in the United States.

AT&T Business Sales Flow

Project Overview

Salesforce partnered with AT&T Business to fully transform their B2B sales website, user interface, customer journeys, and backend infrastructure.

  • Salesforce’s largest transformation project

  • Distilled dozens of disparate systems down to just three

  • 250+ members were dedicated to this transformation

I was a Lead User Experience Designer for the late discovery and design phases. For 13 months, I concurrently supported design efforts for multiple work streams. I designed customer journeys, user flows, wireframes, and high-fidelity mockups. Features include the main sales flow, Product Configuration, Create Proposal, Create Contract, Credit Check, and Order Enrichment.

Accomplishments

  • Optimized Salesforce’s largest transformation project by consolidating hundreds of legacy systems into three

  • I leveraged:

    • Salesforce platform

    • Salesforce Lightning Design System

    • Lightning Web Components

    • Vlocity

    • Flow Builder

    • Service Now

  • Empowered future designers by creating SLDS-based project templates for interfaces, interactions, and user flows

Contributions

  • Designed solutions for complex challenges by incorporating Salesforce and UX best practices

  • Identified pain points and opportunities by conducting customer and stakeholder interviews

  • Translated findings from customer interviews into user requirements and innovative product solutions

  • Throughout the design lifecycle across multiple work streams, I developed:

    • Workflows

    • User task analysis

    • Interaction diagrams

    • Wireframes

    • Mock-ups

    • Navigational flows

    • Prototypes

  • Designed desktop and mobile screens

  • Built product configuration, shopping cart, proposal, contract, and eSignature screens using Salesforce Configure, Price Quote (CPQ)

  • Concurrently supported design for multiple work streams in a Scaled Agile for Enterprise (SAFe) environment

  • Fostered strong collaboration with 250+ cross-functional team members

Credit Check: Sales Agent View - version 1

Credit Check: Sales Agent View - version 2

Credit Check: Customer View