As the lead UX designer, I led an on-site usability study for Frontier Communications' internal app, designed to streamline job management and maintenance scheduling for cable technicians.

Overseeing teams in both the DFW area and Southern California, I conducted in-depth conversations with technicians to uncover usability challenges and pain points. Simultaneously, I collaborated with management supervisors to assess the limitations of the existing system.

Leveraging these insights, I developed sketches and wireframes, presenting iterative prototypes to the client for feedback. Through continuous testing and refinement, we ensured the final design effectively addressed technician needs before transitioning it to the visual design team. Throughout the project, I remained actively engaged in daily operations, working closely with the development team to see it through to completion.

One of the most complex challenges was consolidating multiple legacy systems into a seamless, user-friendly interface. The redesigned system enabled technicians to log in, manage jobs efficiently, and ultimately increase the number of serviced customers, driving operational improvements across the board.