T-Mobile
I joined the T-Mobile Internal Tools team as their UX designer to take on the challenge of enhancing internal AI tools within a small and dynamic team. In this role, I collaborated with Product Managers, Engineering Leads, and HR Directors to improve the user experience of the platforms Glean and AiSera. Together, we focused on customizing these tools to provide a seamless experience for all employees, both in customer-facing roles and in corporate functions.
UX Collaboration Process
I joined T-Mobile's HR Technology team and quickly recognized a gap in the collaboration with the UX team.
To address this, I developed a clear process for integrating UX more effectively, which involved opening UX tickets, improving existing products, and reviewing previous launches.
Additionally, I initiated collaboration with the UX team right from the kickoff of new projects. Given the small size of our design team, it was essential to find a more efficient way to engage everyone.
Crawl, Walk, Run
During the discovery phase for T-Mobile's internal AI tools, I implemented a structured rollout strategy using a Crawl / Walk / Run model. This approach allowed us to clearly define what is currently possible, where we can improve, and our vision for the future state of the tools.
To ensure alignment across all teams, I organized design reviews that facilitated open discussions and feedback. This structure helped everyone stay on the same page regarding our objectives and design considerations.
Additionally, I maintained a log of outstanding items for product managers, developers, and designers, which streamlined our communication and project tracking.
We also explored the ideal state for our AI tools to interact seamlessly with Magenta Pulse (T-Mobile's HR platform) and with each other, ensuring that our solutions would not only meet current needs but also adapt and grow.
AI for Employees
In order to ensure that my designs seamlessly integrated into the overall HR platform, Magenta Pulse, I actively partnered with other UX Leads in the HR technology space. This collaboration was essential, especially with the development of two distinct tools: a generative AI solution designed to assist frontline employees in answering customer inquiries quickly and effectively, and an internal tool that helped our employees navigate their HR questions accurately.
By working closely with fellow UX Leads, we created a cohesive user experience that enhanced both employee and customer interactions across the platform.
Design Review and Sprint Structure
I conducted regular design reviews with stakeholders and engineering leads to ensure that our designs met established system standards and were feasible for implementation.
These check-ins were crucial for keeping us on track with our launch timeline. Additionally, I engaged in research during this process to gather feedback from our small rollouts, allowing us to make informed adjustments based on user insights.
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Collaboration with Vendor
I successfully through vendor collaboration unlocked front-end code access for our digital assistant, enabling the integration of T-Mobile's design system into that experience.
Additionally, I partnered closely with all AI engineers to ensure our design standards were integrated throughout the process.
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Research and Training
During the redesign of our AI tools, we conducted focus groups and partial rollouts to gather valuable data on how employees were utilizing these systems. The insights gained allowed us to enhance our AI tools, guiding our engineers in crafting more refined responses to prompts and questions, while also helping us to reconfigure our voice and tone to better suit each interaction.
Launch and Post Launch
Successfully launching a unified AI experience within T-Mobile's HR portal using Glean and AiSera was a collaborative effort that involved close coordination with the research team, UX designers, and technical product managers. Together, we ensured the seamless implementation and rollout of the platform to all employees, both front-end and corporate. Post-launch, our focus shifted to enhancing the tools by training the AI to deliver more accurate responses to employee prompts. By observing how employees interacted with the platform and conducting further user interviews, we ensured that the tools were continuously optimized to meet their full potential, ultimately making work faster, easier, and more efficient for everyone involved.