The IBM User Console (umbrella module for CMAAAS) is an internal tool designed and built for agents and specialists to analyze customer communication patterns when interacting with sales or support teams. It provides a suite of measurement modules that enhance productivity, including tools for identifying peak interaction times, managing appointment flows and consultations, and onboarding new bundles that serve as a dynamic knowledge base.
The goal of this project was to design a net-new dashboard as a true 0-to-1 initiative, with no existing references or legacy assets. Through user research and iterative exploration of hypothetical solutions, I shaped the user journey, experience, and visual design. The only design requirements were to follow IBM Design Language, leverage the Carbon Design Kit and contribute new components and patterns back into the system.
Alongside my core work designing products and modular tools at IBM, I contributed supporting assets for the IBM.com and Branding teams. This included a poster design featuring the iconic IBM Selectric Typewriter (1961), highlighting IBM’s history in business hardware and tools.
I also helped design preliminary key email templates for product purchases, registrations, and renewals, using renderings provided by IBM’s talented illustration team.
Additionally, I created internal team covers for presentations at town halls and design reviews, helping visually represent our work and initiatives.
The IBM CMAAS is a customer-facing module that enables clients to connect with IBM sales and support teams via chat, email, call, or by booking a meeting.
The goal of this design project was to modernize and enhance the existing IBM CMAAS platform. The revamped “Contact Module as a Service” streamlined remote client interactions across multiple touchpoints, including call, email, chat, and meeting scheduling.
The project aimed to increase user engagement by 37% to 62% year-to-date, leveraging IBM’s Carbon Design Kit and integrating WatsonX AI technology to deliver a smarter, more intuitive user experience.
The Transcript Analyzer is an internal IBM dashboard tool that enables sales and marketing agents to search, view, and analyze past chat sessions. This helps them understand user questions and responses to better facilitate future interactions.
The goal of this design project was to redesign and modernize the Transcript Analyzer, optimizing visual hierarchy and layout to guide eye-travel efficiently and reduce cognitive load for users.
The MyIBM journey begins when customers interact with a product, spanning checkout, account creation, provisioning, email communication, and service management.
The goal of this design project was to redesign and modernize the MyIBM experience using IBM’s latest Carbon Design Kit (V17A), which was in beta at the time. This project served as a “stretch test” to validate whether all components were available for modernization. When components were missing, new ones were piloted and contributed back to the design system: Carbon Design Kit