Origin
Origin
Shaping a connected Internet customer experience
Product design, experience strategy and service design
I led design for Origin’s Internet customer experience, connecting product direction with design to enable people to easily join, manage and get support for their service.
Role
CX Product Design Lead
Organisation
Origin
Client
Origin
Focus
Product design, experience strategy and service design
“Thank you so much for the incredible work you’ve done for us and the lasting legacy you’ve created. We now have a playbook to guide us.”
–Stakeholder feedback
The challenge
An Internet service is more than a purchase journey. Customers need to understand what happens next, get connected, manage their account and find useful help when something goes wrong.
The design challenge was to make those moments feel coherent across digital and assisted channels while aligning with the existing energy experience.
“You have left huge LeBron size shoes to fill but also upskilled us all so much!”
–Stakeholder feedback
My contribution
I combined customer research, journey mapping and hands-on product design to shape the experience across onboarding, trouble shooting, account management and support.
Working with product, engineering and operational teams, I translated customer needs into experience priorities, explored navigation, IA and interaction models, and developed prototypes to validate and support decisions.
Alongside the work, I coached designers through critique and practical feedback, helping them develop confidence and ownership.
What the work enabled
A shared experience direction, clearer priorities and a stronger connection between customer journeys and delivery decisions. The engagement brought together the strategic view of the service and the detailed design work needed to make it usable.
–Journey map
–Workshop activity
“Amazing research and future state work which even I can understand! You’re leaving us with clear direction so we better get our job done ;).”
–Stakeholder feedback
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