Dave Philbin

Design and oversee construction of a new state-of-the-art UX Research lab designed to support usability, focus group and ideation research. The lab has two usability labs, an ideation/focus group room and an observation room to view the live sessions from any of the test areas.

• Floorplan & Layout Design
• Manage Vendors
• Manage Budget

Built on-time and within budget, the lab supported a wide variety of studies, from usability sessions to focus groups with state of the art testing, recording and streaming configurations.

Through market benchmarking and first party research, develop a deep understanding of the needs of children and their caregivers around connectivity, communication, safety and independence. Use that understanding with ideation sessions to create and design devices to meet the needs of this unique and previously underserved market.

• Market benchmarking
• Focus groups
• Semi-structured interviews
• Ideation sessions
• Service design

The launch of the first three products in the Gizmo family, and a solid foundation for the launch of a continued family of products in the future. At least one child was saved from a predator.

Create a website for the UXS&D team to collaborate with internal partners, deliver project documentation, connect with live research video streams, and understand what our team does and how we work.

• Requirements gathering
• Paper prototyping
• PHP
• HTML

Created a web-based method for communication among our internal partners in the company to share designs and ideas.

Develop and execute a research program to create data-based UX requirements. Identify which aspects of the experience are problematic for customers and should be targeted for improvement by Verizon's partners.

• Design of Experiments
• Statistical analyses
• Design documentation

Developed and delivered UX requirements to Verizon's partners standardizing aspects of the Verizon Android experience, while also identifying areas for OEMs to experiment for UX improvements.

Design, test and iterate the out-of-box experience for customers who have a new smartphone shipped to their home. Iterative testing across Android, iOS and WindowsPhone allows for both software and collateral improvements.

• Iterative testing
• Collateral design
• Market trial management

The redesigned collateral and software experience improved customer success and reduced Verizon's operating costs. The savings in the first year alone were estimated at several million dollars.

Design an experience that allows a smartphone user to bring their own phone to work while still maintaining a secure environment for work-based apps.

• Wireframing
• Interaction design
• UX requirements

"Enterprise Mobile App Store" was delivered for enterprise customers on Android and iOS.

Design, test, iterate and document the widget management experience for the Joint Innovation Labs Widgets platform. Negotiate UX requirements with Verizon's OEM partners.

• Wireframing
• Interaction design
• Iterative usability testing
• UX requirements

Unfortunately, the JIL consortium ceased operations before the project was released.

The ability to bring your own phone when you switch carriers is a developing phenomenon. Heuristic analyses, usability testing and interviews with potential customers allow for an understanding of the customers context, concerns and priorities when looking for a new service provider.

• Usability Research
• Semi-structured interviews
• Internal evangelizing for potential customers

Helped Verizon understand the experience for potential new customers and redesign the tools and web UI for the experience.

For technical reasons pre-LTE basic phone cannot be supported on LTE networks, offering an opportunity to redesign the experience from the ground up. To support this work, we performed focus groups and in-home research with basic phone customers to identify the appeal of the basic phone and prioritize the functions and experiences required in the next-gen design. Designing, prototyping and usability testing of the resulting designs ensure the new devices met the needs of our basic phone customers.

• In-home research
• Wireframing
• Prototyping
• Usability testing

A redesigned basic phone experience that supports customer needs into the LTE world and beyond.

Identify the intersection of customer needs and business goals to create targets for service design and new service ideation.

• Ideation
• Sketching

10 patents granted.

The customer base and user experience for Fixed Wireless services is little understood. Semi-structured phone interviews with customers and quantitative data from surveys create an understanding of those customers, their service expectations and their user experience.

• Semi-stuctured interviews
• Surveys
• Personas

Created an understanding of the needs and experience of fixed wireless, mainly rural, customers and evangelized for them through service creation and new product design.

Use customer research and heuristic analyses to provide recommendations for whether Verizon should adopt new mobile operating systems.

• Diary studies
• Ethno-lite research
• Usability studies
• Heuristic analyses

Developed go-no go recommendations for several operating systems.