Mapping a Community of Users

When a Fortune 500 company asked me to re-design their connectivity experience for all future consumer portfolios (literally, the largest contributing factor to bad experience in their product), I researched the experience through a systems lens and landed on a “community” visualization to sew scenarios together. Showing users as people who may interact with each other allowed the company to adopt an experience approach that was able to wrangle an enormously complex system like “connectivity” and improve it in more meaningful ways than “number of clicks.”