Led the design and development of ATLAS, an award-winning customer journey tool that integrates real-time customer and operational data, including predictive analytics for EODB scores, and earned the USCXA Silver Award for Best Innovation in CX.
CHALLENGE
The concept for ATLAS emerged from an infographic journey map developed to pinpoint customer pain points and moments that matter, underscoring the need for a dynamic, comprehensive tool capable of offering deeper insights into process issues that could impact the customer experience. As project lead, I collaborated with stakeholders across four teams to design a tool that would connect Voice of the Customer (VOC) data with our operational data, creating a full narrative of what customers were experiencing alongside real-time insights into in-flight processes. Due to budget constraints, we leveraged existing systems, selecting Tableau as the primary platform for its seamless integration with our data sources. This project required not only traditional product owner responsibilities—such as requirements gathering, milestone setting, and team coordination—but also hands-on design work to ensure the tool was intuitive, visually cohesive, and effectively captured key data points across the journey.
OUTCOME
ATLAS had a transformative impact on how teams across the organization engaged with customer insights and data. By uniting siloed departments into one unified team, we were able to create a a data-enriched customer journey tool that provides a deeper understanding of our customer’s existing experience with the company. This empowered individual teams with immediate, actionable data, enabling them to make informed decisions swiftly and be able to create a unified strategy on how to address and/or mitigate issues that will negatively impact Ease of Doing Business (EODB). By integrating predictive analytics with VOC and operational metrics, ATLAS also introduced a groundbreaking way to foresee trends in EODB scores. The tool’s innovation earned a USCXA Silver Award for Best Innovation in CX, and its unique use of data and predictive analytics is now under patent consideration for its industry-leading application in customer experience insights.
SERVICES
UX/UI Design Lead | Prototyping | Design Sprints | User Interviews | Branding | Training Materials | Project Management | Team Leadership
Infographic journey maps that sparked the idea for an interactive tool.
Announcement video that gave a sneak peak into how the tool functions.
