Approach

• I led a fully remote 5-day design sprint based on the Google Ventures method using Zoom and Miro, a virtual white-boarding tool.

• At my direction, the team mapped the entire CX journey of users on adt.com with input from SMEs and decided on a target for the work to come.

• Design sprint participants worked on inspiration exercises, iterated on ideas, worked independently to develop individual concepts, voted on top themes, and aligned on a single vision to be prototyped on Thursday and tested Friday.

• The end result became a series of A/B tests implemented on adt.com with live traffic.

Role

• Senior Manager of Product Design 

• Facilitated the Design Sprint and led the strategy vision of the project

• Coordinated planning and execution of the Design Sprint, contributed ideas, and led follow-up execution of the outcome

Outcomes & Impact

• Sessions-to-Leads conversion rate showed a 7.8% lift with 99% statistical significance

• Sessions-to-Positive Actions conversion rate showed a 5.7% lift with 83% statistical significance

• Sessions-to-Sales conversion rate showed a 5.4% lift with 73% statistical significance

• The new, slimmer navigation was adopted and consumer choice approach to get started evolved into new designs