client experience

This is an overview of my UX/UI roles plus some of the clients that I have worked with, Waste Management, DSL, GSM/Toyota, and Envolve, to name a few.
I approach each problem from the stakeholder's and user perspective, incorporating Human-Computer Interaction, Design Thinking and Human-Centered Design. This process always begins with heavy research, which will illuminate a clear understanding of the problem to be solved.

Client	Position	What I worked on
	Design UX/UI Architect / Researcher	The first WM project was a deep dive into Qualitative and Quantitate Research. Customers were abandoning the website and calling the Customer Support team with issues using the website form, we interviewed Customer Service Reps and Customers who called in with issues, we were quickly able to identify the pain points and blockers. Over a period of a few weeks, the volume of customer in-coming complaint calls were reduced by 60%. Customers were able to resolve their task without having to contact customer service. The team also introduced GPS systems on service trucks so customers and dispatch could track their service trucks in real-time. Customer dashboards were created to make it easier to pay invoices, change or pause their Waste Management services and make special pick-up requests. WM Research Results
	UX/UI Architect, UX/UI Designer / Researcher	Created an app for Gulf Coast Toyota Dealerships that would enable dealership to retain customers over several years, by providing more services, features and enhancements that are only found at Specific Toyota Delearships. They coined a term "Generation Marketing" the goal was to create long-term relationships, putting their customers in the right vehicle that fit their lifestyle.
	UX/UI Architect, Designer & Art Director	SaaS. Customers subscribe to DSL for background checks and verification. The software was given a major facelift, simplified processes, and deleted redundancy between departmetnts. I worked with off-shore teams for programming and back-end development. The mobile app was to be the first step in implementing this strategy.
	UX/UI Architect, Designer, Researcher	Armstrong Floors wanted to simplify the sales process and close more sells. Using AI raw data concerning construction projects was acquired from the internet, run through an AI algorithm, and migrated in a Salesforce Dashboard. Leads were evaluated from 10% to 99% probability of a sale being successful. Sales teams could focus on sales leads that could be close quickly. One week after launch sales were up 15% from the year before. More sales were closed with less effort.
	UX/UI Architect, Designer, Researcher	MRC Global needed a new corporate website. I was the lead UX/UI and website project manager and worked with the VP Marketing, the development team, and other stakeholders. We started with a clean white board, using Design Thinking, identified what our stakeholders and users wanted, expected and needed. The results: MRC Global Corporate Website.
	UX/UI Architect, Designer, Researcher	MRCGO is the Amazon for Industrial Products. The web platform supports 13 countries. There were several challenges. The most concerning was in the next five years, MRC was going to lose a large fraction of their inside sales support to retirement. To counter this, the website must do much of the heavy lifting to support the new salespeople joining the company. The goal was to provide an intuitive set of tools to help the sales team through the process. AI was incorporated to provide product comparisons, support tools were added to determine that the product met the customer's requirements, and simplify the shipping process. Another big issue was the mobile version of the E-Commerce website was not user friendly, MRC was losing a great deal of business in the field because of that. You can see the results in the case study. MRCGO Case Study
	UX/UI Architect, Designer, Researcher, Art Director, Graphic Design	Envolve Dental and Vision. The project was heavy in research. There were a number of challenges to be addressed. The website's purpose was to assist providers (dentists and optometrist) with information on what is covered by their patient's insurance. Members use the site to find practitioners in network. The Envolve Team had done very little research. The more providers and members we interviewed, the more issues we began to uncover. members wanted a dashboard where they could update their address, get a new membership card, change the payment method, find a practitioner, and see their claim status. Providers found the website useless. The links were redundant and difficult to find what they needed. Many Providers would use a link to the backend and bypass the website. Both user groups hated the long call waits for customer service and the lack of information available. It often took two or three calls to resolve the issues. Envolve Case Study
	UX/UI Architect, Designer, Researcher	theOncologyGroup. This is a start-up company. It's an alternative for people who do not want traditional cancer treatments. What makes this different is we are using AI to monitor the patient's physical activity, diet, mood swings, how support groups can help, and direct access to their medical team, in real-time 24/7. You can chat or talk with a Caregiver at any time. This is just now going to the dev stage. The research is ongoing, along with the testing of new features and flows. During the initial research we discovered there are two distinct user groups that will be providing input. The Caretaker (this is the mom, dad, uncle, friend, signifiant other who helping them through the treatment) and the patient. This is just beginning, but this research study may have a huge influence on cancer is treated in the future. Instead of treating cells and a disease, they are attempting to treat the person. Oncology Case Study
	UX/UI Architect, Designer, Researcher	Telepure. This is Noble Prize Winning Science.Telopure Telomerase Super Serum, powered by the patent-pending Telomerex 9! Unlock the secret to youthful, radiant skin with Telopure. This is in the beginning stages, the research has just started. Initial feedback has been very positive. The first phase of testing was Zoom call, phone interviews, and 1:1 interviews. The data is now being analyzed. This will be an E-Commerce Website, supported by Social Media, and other communication platforms.