brain nav

Design Portfolio: Phillip Randolph Carter

Gladly: 2021 to 2022

Fall 2021 customer experience startup,
thumbnail - Gladly
A Practical Guide for
Delivering Radically Personal Customer Service

2022 eBook
  • Focus:
  • Coordination and planning with Product Management, developers, and UX design teams
  • Sales Enablement decks for roadmaps and integrations
  • Website planning for reorg into related product cluster pages

Interactive Intelligence and Genesys: 2014 to 2021

In 2013 Interactive Intelligence started to build their next-generation cloud CX on the OrgSpan platform.

2015 PureCloud became their lead offer and rapidly started to grow market share - moving from UX into Product Marketing I found a new career.

Late 2016 Interactive Intelligence was bought by Genesys, a CX software competitor

thumbnail - i3 thumbnail - i3 thumbnail - i3 thumbnail - i3
Interactive Intelligence 2015
PDF of one of 6 website buyer personas derived from PureCloud UX work
Interactive Intelligence 2016
eBook "Hadoop the Shard!" was written to explain cloud concepts to business users, while also opening a conversation on our cloud architecture for technical readers.
Genesys 2018
90-second animation on AI adoption in contact centers, based on an interview converted to narration and external content. (hosted on YouTube)
Genesys 2021
PDF Datasheet: Limitless GigCX, companion to conference event announcing a new partnership.
  • Projects and Focus:
  • Portfolio marketing and differentiation strategy and content for PureCloud and CIC/PureConnect
  • Marketing and customer personas with differentiation between enterprise and mid-market
  • Advisor to web team on strategy, analytics, link and related content mapping
  • Sales training and enablement decks, PDFs, updates
  • NPS (Net Promoter Score) biannual analysis and recommendations for CEO
  • Developer outreach planning and messaging plus product diagram standards for sales decks, website, developer support
  • Session design, content and presentations for customer and industry conferences, plus sales and partner events
  • Container message strategy for transition of Genesys Engage into Genesys Multicloud
  • Product Launches:
    Google CCAI (natural language AI services)
    partnership messaging and announcement event coordination
    Zoom and Zoomphone partnership messaging and launch event
    AWS EventBridge messaging and launch

OrgSpan: 2012 to 2014

OrgSpan (originally OrgBook) was a 2012 startup, I was one of seven founders committed to cloud technology from day one.
thumbnail - Orgspan thumbnail - Orgspan thumbnail - Orgspan thumbnail - Orgspan
OrgBook Persona Mapping March 2012 taking advantage of growth space in our office, structured brainstorming on tasks and personas with team collaboration
OrgBook May 2012 concepts for hierarchy views and rules (PDF - 3 sheets scanned)
OrgBook October 2012 wireframe interactive HTML for usability testing admin functions and navigation (HTML mockup - one of many versions)
Orgspan Tablet Design April 2013 simultaneous development of browser, Android, and iOS mobile applications - a refined mockup in Photoshop for our iOS programmer
Orgspan was founded to build cloud tools for organizations that would connect to other work management apps - and roll up work into corporate goals with gnostic tracking.

Along the way we built a scalable cloud enterprise communications platform with rich hierarchy and groups you could build manually, or with rules.

This quickly led to a buyout from Interactive Intelligence.

  • Focus:
  • Personas, task analysis and mapping, agile planning with team
  • UX Design: Web, iOS, and Android designs; hierarchy selection rules and designs; admin, permissions, and integrations; XMPP-compliant web chat designs
  • Usability testing and analysis

WebAssign: 2010 to 2012

WebAssign was an eleven year old online homework system spun out of the physics department at NCSU, now owned by Cengage.
thumbnail - webassign_ci_sidewall_photo.jpg thumbnail - webassign_ci_learningSpace.jpg thumbnail - webassign_ci_wrapper_sketch_mar2011.jpg thumbnail - webassign_ci_wrapper_wireframe1_th.png thumbnail - webassign_MEE_toolbar_symbols.png thumbnail - webassign_MEE_toolbar_greek.png thumbnail - webassign_breadcrumbNav_compare.png thumbnail - webassign_roadmap_may2011_r5.png
Brainstorming wall at WebAssign, new content development
Concept for a new tutorial system. (Ink and colored pencils)
Part of a series of sketches for a next-generation question wrapper at WebAssign. (Ink and colored pencils)
Next-generation question wrapper shows further development of question wrapper in a wireframe by UX designer under direction. (Fireworks on Mac)
'Show Your Work' math equation editor tool. Built in HTML5 by an outside contractor by extending the DIJIT text editor; the equation mode shown was one of several tool extensions planned for different academic disciplines. Common tools are loaded on the top row. (Photoshop on Mac)
'Show Your Work' math equation editor tool. Specialized symbols are on rollover tabs that extend down, with popular functions from those tabs available in the second row - these symbols are working (and repeated) buttons for quick access that also provide users with scent to the contents of the hidden functions. (Photoshop on Mac)
Instructor navigation concept using hierarchical breadcrumb headline. One of several quick variations exploring simplifying nav menus and reducing the number of different legacy views in the product. (HTML/JS/CSS mockup)
Presentation Gantt chart for project roadmap and release dates. Color coding - yellow for UX design, green for development coding, dark green for development architecture. (Omnigraffle on Mac)

BlueStripe: 2008 to 2010

BlueStripe Software is a startup company building a brilliant system for mapping multi-tier processes gnostically in real-time.
thumbnail - bluestripe_workflow_bagala_rev2_20mar2009.jpg thumbnail - bluestripe_machineExplorer_25jan2009_900x.gif thumbnail - bluestripe_appExplorer_processViewZoomVocab_22may2009.gif thumbnail - bluestripe_mapRollovers_misc_v3.gif thumbnail - bluestripe_sysMap_ff4_mockup_8mar2010.gif thumbnail - bluestripe_searchConcepts_sk_3a.jpg thumbnail - bluestripe_searchConcepts_sk_3b.jpg thumbnail - bluestripe_searchConcepts_sk_3c.jpg
Workflow concept sketch for BlueStripe FactFinder shows common scenario paths. This view was popular with developers and product management for feature discussions and persona analysis. (Ink and colored pencils)
The Machine Explorer view shows participation in applications by a single machine. Large graphs on left and right show performance in and out of the processes, and tabs along the top show additional details. (Photoshop on Windows)
Part of a series of refined files for zoom concepts used in BlueStripe application mapping; an architecture process to define a simpler visual vocabulary. The Application Explorer view shows processes linked across multiple machines or virtual machines. Sparkline graphs show response time performance with drilldown for more detail. (Photoshop on Windows)
Three alternatives for advanced search across mapped systems monitored by BlueStripe. Concept A shows a filtered tree view, similar to their existing search at the time. (Ink and colored pencils)
Three alternatives for advanced search across mapped systems monitored by BlueStripe. Concept B features a grid with categories of results, clicking lines in the cells applies additional filters to narrow results. (Ink and colored pencils)
Three alternatives for advanced search across mapped systems monitored by BlueStripe. Concept C uses the tree view from concept A, but allows the user to add explicit rules with dynamic form fields. (Ink and colored pencils)
Part is part of a series of concept sketches for event reporting controls in BlueStripe. (Ink and colored pencils)

Lulu: 2007 to 2008

Lulu Press is a just-in-time publisher for authors to upload PDF or DOC files and create simple book covers, or create photo books with a flash web editor.

An eCommerce engine supports sales, and purchased projects are routed to print companies around the world to reduce shipping distances.

As director of a team of UX talent, I focused on strategy, stakeholder collaboration, and user testing.

thumbnail - weRead_signup_workflow_sep2008.jpg thumbnail - weRead_signup_landing_v1_sep2008.jpg thumbnail - weRead_signup_landing_v2_sep2008.jpg thumbnail - weRead_signup_landing_v3_sep2008.jpg thumbnail - weRead_signup_pitch_friends_sep2008.jpg thumbnail - weRead_book_search+results_sep2008.jpg thumbnail - weRead_book_details_sep2008.jpg thumbnail - lulu_cart_concept_1600x.jpg
weRead was a Facebook app company purchased by Lulu in 2007. Signup Workflow Diagram shows paths through the alternative feature appeals. (Ink and colored pencil)
weRead Landing Page One, part of series of collaborative sketches produced with their CEO in a 2-day meeting to explore alternate workflows and page designs for signup and library functions. These concepts led to marketing mockups for the landing pages and specs for interaction improvements. (Ink and colored pencil)
weRead Landing Page Alternative Two, part of series of collaborative sketches. (Ink and colored pencil)
weRead Landing Page Alternative Three, part of series of collaborative sketches. (Ink and colored pencil)
weRead Feature Pitch - Friends, part of series of collaborative sketches. (Ink and colored pencil)
weRead Feature Pitch - Bookshelf, part of series of collaborative sketches. (Ink and colored pencil)
weRead Feature Pitch - Search + Results, part of series of collaborative sketches. (Ink and colored pencil)
weRead Feature Pitch - List Ratings Features, part of series of collaborative sketches. (Ink and colored pencil)
weRead Feature Pitch - Book Details, part of series of collaborative sketches. (Ink and colored pencil)
The inevitable Lulu shopping cart re-design sketch! (Ink and colored pencil)

Wachovia: 2003 to 2007

Collaborations with IT teams in Finance and eCommerce.
thumbnail - wach_financeWeb_login.png thumbnail - wach_worktracker.png thumbnail - wach_researchPortal_A001_sitemap.jpg thumbnail - wach_researchPortal_B001_sitemap.jpg
Workflow diagrams for new research portal showing alternative behaviors, part of a larger series of concepts. Concept A - Users search to add sections to their watchlist/reports page. (Ink and colored pencils)
Wachovia research portal Concept B - Subscription model where users add alerts for automatic updates delivered via eMail. (Ink and colored pencils)
Worktracker, an internal PHP-based tool for managing web design and production. Starting with a functional but unattractive mess with many specialized screens, I interviewed users, developed a list of issues, and went straight at the forms through HTML mockups for testing and approvals. The actual changes took a week to implement, and we merged functions to eliminate half the old views. (HTML/JS/CSS mockup)
Wachovia FinanceWeb Login, part of a series of projects with an internal IT team dedicated to the Finance Department. Projects included web-based reports builder with dynamic XLS output, and a replacement reconciliation engine with web-based rules creation and editing. (HTML/JS/CSS mockup)

S1 Corporation: 1995 to 2003

Core interaction design, app and page architecture for the world's first internet bank -

After reorg into software provider, S1 powered over 3500 other internet enabled banks, with seven product lines and four complete technology re-writes. Many good people and interesting times.

thumbnail - s1_vfm_big.jpg thumbnail - s1_j6_xfer_1998.png thumbnail - s1_worldFi_altBrand2a.png thumbnail - s1_worldFi_altBrand3.png thumbnail - s1_worldFi_corpBanking.png thumbnail - s1_vfm_regions.jpg thumbnail - s1_tom_branding_hierarchy.png thumbnail - s1_email.html
S1 Financial Software, screenshots from early brands
S1 lightweight personal banking design shows a simplified 1998 banking product targeted for small banks. (screen capture from HTML specification)
S1 Branding Demo - Side Navigation and custom buttons, concept used to show customer banks the power of the page architecture and CSS classes (screen capture from live demo)
S1 Branding Demo - Top Navigation and custom buttons, CSS font and color controls with backup HTML coding in shared objects (screen capture from live demo)
S1 Branding Demo - Corporate Banking (screen capture from live demo)
Regions Bank implementation (screen capture from production)
S1 Intranet: S1 Consumer Suite Template Object Model introduction page with high-level description and block diagrams showing common transformations, 1998 (HTML)
S1 Intranet: Page Design Example, internal eMail etiquette... circa 1998 (HTML)

Peachtree Software: 1993 to 1995

A long relationship with Peachtree began in 1992 with consulting on PAW release 2.0, a major redesign which resulted in big sales and critical acclaim. Continued consulting development on PAW 3.0 and Peachtree Accounting for Macintosh, before joining Peachtree as Interface Architect from 1994 through most of 1995.
thumbnail - peachtree_pawbox.jpg thumbnail - peachtree_acctg_ad_enough_said.jpg thumbnail - peachtree_acctg_ad_good_reasons.jpg
Peachtree Accounting for Windows.
Defined functional requirements and look and feel, developed consistent process flow, led user research, including internal lab testing and contextual inquiry ethnography studies, also developed all icons and graphics.
Peachtree Ad with Quotes
Features and ase-of-use were lauded in magazine reviews.

PC Computing "A dramatic new interface, new help functions and more powerful management make it hard to beat for small business accounting"

Home Office Computing "The program's new look incorporates sate-of-the-art Windows conventions: descriptive icons, real-life representations of graphic forms, and visual flow charts that guide you through an accounting process."

Another Peachtree Ad on Awards
Peachtree won so many awards that they became central to their advertising message.

1995 PC Computing "A" List, PC Magazine Editor's Choice, Windows Magazine Top 100 Award, Home Office Computing Editor's Pick for Peachtree Accounting for Windows 3.0

1994 Codies Award, PC Magazine Editor's Choice, Home Office Computing Editor's Pick Award for Peachtree Accounting for Windows 2.0

1993 Computer Shopper Best Buy, Accounting Today Top 100 for Peachtree Accounting for Windows 2.0

IDEA Award for Medtronic 'Fit' Application: 1992

This Mac-based software was awarded a Gold Industrial Design Excellence Award from BusinessWeek and the IDSA, 1 of 25 given for all US products that year.
Developed as a consulting project, the Fit interface compares families of pacemakers and leads and classifying the combinations using simple icons, and was initially built for a phone support team.
thumbnail - port1_idea4.html thumbnail - fit_ipg_deskview.jpg thumbnail - medtronic_fit_interface.jpg thumbnail - medtronic_fit_interface.jpg
Medtronic 'Fit' Application allows modeless entry of identification data in whatever order a doctor calls out through dynamic menus and an X-Ray id search dialog.

Ethnography research with the Medtronic technical support team was key to design of the quick and simple interaction. (Macintosh software written in MacApp)

Pacemakers have two components: the titanium-cased pulse generator and the silicone coated platinum electrical lead which is inserted into the wall of the heart. When a pacemaker is replaced after four years of use, it is connected to the previously implanted lead. Since there are different designs for the lead connectors and many manufacturers, understanding which pacemaker and/or adapters to order is very complicated.
Medtronic 'Fit' Dynamic Menus show fit indicators beside choices to quickly identify combinations without hiding other alternatives.

Once a selection is made, a click on the icon drills down to detailed information on the parts and their fit, even including emergency procedures when there are no alternatives. (Macintosh software written in MacApp)

Medtronic 'Fit' Awards Coverage links to scans of articles from the IDSA magazine, Medtronic Pulse, and BusinessWeek.

Industrial Design Consulting: 1983 to 1993

Industrial Design is a relatively new profession with roots in the 1920s Bauhaus school. Education focuses on a user-centered methodology, identifying needs, collecting and organizing information, building alternatives and evaluating them, iterating, and project management to hold it all together.
thumbnail - design_csst_sketches.jpg thumbnail - design_csst_desk_mockup02a.jpg thumbnail - design_csst_csr_screenshot01.jpg thumbnail - design_csst_customer_screenshot03.jpg thumbnail - design_pts_trainer_model.jpg thumbnail - apple_kiosk_sketch.jpg thumbnail - apple_kiosk_test_prototype.jpg thumbnail - design_endotech.jpg thumbnail - design_csi_oxytrol_mockup.jpg thumbnail - design_gec_big.jpg thumbnail - design_chase_manhattan_kiosk.jpg thumbnail - design_ptca_big.jpg thumbnail - design_oki_platephone01.jpg thumbnail - design_oki_charger01.jpg thumbnail - design_oki_big.jpg thumbnail - design_tools_big.jpg
PTS Laserdisk Training Controller prototype PC board and enclosure mockup for a 1988 training system (PC board and wood and plastic model)
Apple Interactive Store Display Apple wanted to develop a distinctive interactive retail point-of-purchase display for marketing Mac-compatible CD-ROMs in computer and software retail stores where floor space was at a premium. This design featured a self-contained Mac demonstration system with a custom graphic interface and an oversized trackball, but no keyboard, housed in a locking clear acrylic housing. The display had clean shapes and adjustable shelves to fit a variety of CD packaging. The footprint was designed for use at the end of an aisle, as a standalone unit, or in a corner. (Design concept, prototyping, Macintosh demo software for trackball)
Citibank CSST Staff Terminal was a 1989-1990 project to explore how to introduce data mining and targeted cross-selling technology into bank branches, SpectraLogic built full-scale furniture and custom software to test CSR to customer scenarios. Quantitative user tests were run in three cities.
Endo-Tech Laparoscopy Handpiece development sketch and production unit for a disposable surgical instrument for minimally-invasive gall bladder (Endoscopic Laparoscopy) surgery. Handpiece controls suction (white button) and irrigation (blue button) with a cauterizing Bovi probe inserted through the stainless canula via a self-sealing valve at the back. Hoses exit through the back to reduce tangling. Design goals were superior handling, easy control differentiation via color tactile cues and a reasonable production cost. After initial sketches wood handling models were used to evaluate handling with doctors and surgical technicians, more models were used to work through manufacturing issues and develop the final design. Steven Braun of SpectraLogic contributed the great majority of engineering and followup design work.
CSI Oxytrol Conservation Device is a unique oxygen conservation system based on a sensitive flow sensor circuit developed by SpectraLogic cuts the amount dispensed by up to 60 percent, and saves nasal tissue from irritation. Designed to be used by a primarily geriatric market, the controls were simplifed and state displays were both visual and audible. The shape makes the unit easier to grip and carry. A threaded boss and belt hook on the back made the unit easy to mount.
GEC Head-mounted Display Concepts a 1993 project for a UK-US defense contractor to develop a belt-mounted CD-ROM and carrying system for a personal HUD, to be used for access to aircraft data, schematics, and repair procedures used in maintenance. Four prototypes were constructed from development of the bottom concept.
Chase-Manhattan Branch Demo Kiosk this 1992 standalone system was designed to show bank customers how easy the Chase touchtone phone-based bill payment system was to use. The kiosk held a 486 PC with a soundcard; a simple reference flip guide shows the commands. The guide furniture was designed so the print guide could be replaced with a touchscreen in later versions to cover all of the bank's product lines. The furniture-inspired shape was designed to blend into the variety of interior styles in Chase branches. It was equipped with rollers on the back edge for easy repositioning, and had lockable storage for marketing collateral.
PTCA Cardio Angioplasty Inflation Device used for balloon angioplasty procedures, this design featured a digital pressure indicator. A variety of actuation methods for controlling the pressure were developed and tested.
Oki Phones early 1990s cellphone development covered the transition from heavy bag phones to multi-board digital spread spectrum designs.
Tool Designs for Delta and Porter-Cable included a line redesign for Delta's shop tools, and Porter-Cable jigsaws and heavy routers, from 1984-1988.

Miscellaneous: Diagrams and Explanations and Document Examples

Communications is crucial to the success of any project. Ideas must be presented in a form that resonates with the audience, that is useful for their purpose, that carry enough meaning to be effective across disciplines and through layers of management...
Many more examples available on request.
thumbnail - design_product_functions.jpg thumbnail - design_venn_14jan2008.gif thumbnail - what_is_deepLinking_10feb2011.pdf thumbnail - 1998-era Portfolio
S1 discussion diagram translated industrial design methodology from products to software. (Photoshop on Windows)
Venn diagram covers tasks and overlapping UX acivities at Lulu. (Photoshop on Windows)
Quick diagram for non-programmer execs at WebAssign used to explain deep linking. (Ink and pencil sketch)
Old online portfolio, originally built in 1997. Optimized for dial-up use with next page images pre-fetched as 1x1 pixel dots along bottom of layout. Page layout via tables with in-line arguments -- looking back at this makes me very happy for modern semantic HTML!
Thanks for taking a look!
thumbnail - Design Sketch