Large Project Case Study

The project

A large power utility with 80% market share in its state has an extensive automated phone system. The documentation of this system is just over 2000 pages long, including design, development, and grammar requirements.

I was the lead designer for this project for more than 2 years. My charter was to unify the tone and persona across this immense project, all while building usable and elegant conversational functionality.

The team

The size of my team varied between 1 and 6 designers. The modular nature of the project provided an ideal environment for new designers and interns to learn the processes involved, with the opportunity to build functionality from start to finish.

Additionally, the customer wanted to use their own internal designers, so I supervised their training and design work as well.

The result

In addition to completing a best-in-class automated system, the customer was thrilled with the quality of work and organization of our team. The designers under me went on to lead successful projects of their own. They brought innovative ideas to the design practice, and their techniques were integrated into the process.