For WOW!, I partnered with internal teams to modernize critical customer-facing flows, focusing on cost savings, clarity, and ease of use. My work included auditing current pain points, creating scalable templates, and handing off developer-ready designs for seamless implementation.

Key projects included:

Equipment Return Label Flow

Redesigned the return experience so customers can generate their own FedEx shipping labels instead of waiting for mailed boxes. Streamlined the process into three clear steps (download label, package equipment, drop off at FedEx), with added flexibility through QR code options. Ensured the flow was scalable for upgrades, returns, and recycling scenarios.

Responsive Hero & Banner Templates

Created flexible banner templates for WOW!’s marketing and support pages to ensure consistency across varied content needs. Developed scalable rules for copy, image placement, and urgency messaging to reduce ad-hoc page builds and keep the brand system intact.

Abandoned Cart & Promotional Emails

Designed email templates for abandoned cart flows with urgency-driven copy variations, discounts, and personalized plan callouts (e.g., Internet 1 Gig). Explored tone options from friendly reminders to final-attempt urgency to improve conversion.

Future-State Return Journey Mapping

Mapped out the current and future-state journeys for equipment returns to align stakeholders around cost-saving opportunities. Highlighted dependencies like API integration, FedEx partnerships, and phased tracking features.