I joined Dell’s Services IT organization to lead a new initiative to create and instill a user centric design approach for their vast set of internal tools. I spent the first 3 months with a small crew, including one designer and one architect. We focused on building relationships with business and development team members, and assisting anywhere we could to help to win their support. We quickly gathered trust and my team expanded to 14 team members, including news roles for research, UI development and content strategy.
Being a new team in the midst of the largest tech merger in history meant we had to find innovative ways to work and be flexible to ever-changing requirements and project assignments. My team’s core concentration was within the Field Services, Case and Asset Management portfolio’s. We were the first team to work in an agile/pivotal, test driven development methodology, which Dell has branded as the Dell Digital Way. Our dedicated user-centric research and testing drove roadmap and requirement improvements across our portfolios.
My team’s first assignment was the redesign of the mobile Field Services app. We created a design system and overall workflow improvements for both their iOS and Android platform. Our second assignment was focused on Dell account manager’s who needed a tool that helped them understand the health of their accounts and pending tasks. After both project’s release success, my team was assigned to lead the largest enterprise CRM redesign, reaching over 60,000 service agents in 148 locations across the globe. Today, my team is celebrated by Salesforce as a leader in creating an enterprise user-centric approach on their cloud platform.