During a discovery effort I jumped in and personally handled initial design and prototyping of a new industry expanding feature to ensure all Design team priorities continued to be met and Engineering could begin exploring technology quickly. I led Remote Video all the way from concept to launch resulting in a 300% increase in CSR engagement.

Player-Coach mindset

At Ozmo, I acted as a Player-Coach consistently. Personally, I feel it's important to be able to demonstrate capability when instructing others. I also favored my team’s growth over mine - unblocking them by handling stray, off-band work to ensure they stayed focused on their core Products.

I'm a constant mentor, for example recently at Ozmo I led my team through an evolution into AI, built a Research Practice that delivered insights regularly and facilitated design-craft acumen.

Here's an example of when I got hands on to quickly and efficiently drive a new feature to launch:

💼 Case:

During a Discovery effort into a new potential Vertical - Broadband/IoT, I identified an opportunity to introduce a new feature quickly to effectively open up the market based on the user needs of the new domain.

The problem:

In addition to Ozmo's robust, typical device and screen based support, agents working with IoT devices in tech support scenarios needed to see the customer's environment to aid with device placement and connections.

🛠️ Process:

To keep things moving efficiently for this high-impact feature, I kept my team moving on their respective priorities while I jumped in and shaped the initial design and prototype of the new feature. This enabled Engineering to respond quickly and hit the ground running, rather than Design becoming a speedbump.

View a detailed look at the Remote Video work ⇨

✅ Results:

Through research, user interviews, and competitive analysis, a lightweight, browser-based solution was implemented resulting in a 300% increase in agent engagement, rising to 30K sessions weekly. CSR agents were now able to see into customer's environments using their mobile phone's camera, opening up the Broadband market to Ozmo.