katie
cowin

TELECOM SERVICE + SUPPORT


The challenge:

To represent, visually, the new strategy decisions for service and support that were going to be implemented from user research and the information collected for the service blueprint. This spans the service blueprint, slides, and screen mockups for a new digital experience.


Role + Responsibilities:

Designer + Illustrator


Client:

AT&T

Duration:

3 months




1. SERVICE DESIGN BLUEPRINT

The service blueprint integrates user research, stakeholder testimony, and strategic decisions to create a roadmap for future business and technology choices. Instead of just delivering an Excel table, we created a responsive Figma prototype that integrates illustrations showing a customer journey, as well as our suggestions for app features that would bring these strategic decisions to life.





2. ILLUSTRATION LIBRARY
 

To supplement the presentation of opportunity areas and provide a visual guide to the blueprint, I created this vibrant and optimistic illustration library. Creating a full library was not listed in the scope of work, but due to the team's working style, I adopted this approach for ease of use and consistency in results.




3. APPLICATION IN SLIDES

To present the team’s work we relied on personas and emotional storytelling to connect the insights that we gathered from user research in a personal way. These are some slide examples using the illustration library.





I learned...


about the intersection of strategy and design. 

creating a responsive service design blueprint in figma.

I grew...


creating an illustration library that fits into an already established brand. 

following a design research process from user research to user testing.