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Design Portfolio: Phillip Randolph Carter

Gladly: 2021 to 2022

Fall 2021 customer experience startup, Gladly.com
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Cover image
A Practical Guide for
Delivering Radically Personal Customer Service

2022 eBook
  • Strategic Focus:
  • Coordination and planning with Product Management, developers, and UX design teams
  • Writing and editing content on new feature releases
  • Sales Enablement decks for roadmaps and integrations
  • Website analytics and planning for reorganization into related clusters of pages
Important piece of external content:
A Practical Guide for Delivering
Radically Personal Customer Service

eBook available at Gladly.

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

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Interactive Intelligence 2015
PDF of one of 6 website buyer personas derived from PureCloud UX work.

Personas are extremely useful for making design decisions and helping team members understand customers and users. They are a composite users that represent important needs, with perspectives and history to make them feel like real people.

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Interactive Intelligence 2016
eBook "Hadoop the Shard!" was written to explain cloud concepts to contacte center business users, while also opening a conversation on our cloud architecture for technical readers.

(PDF eBook for marketing lead generation)

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Genesys 2018
90-second animation on AI adoption in contact centers, based on an interview converted to narration and external content.

(Animated video hosted on YouTube)

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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 where I was one of seven founders.

Orgspan was founded to build cloud tools for organizations that would connect to other work management apps - and roll up work into corporate goal feedback from those systems.

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.

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OrgBook Persona Mapping March 2012
Taking advantage of growth space in our office, we did structured brainstorming on tasks and personas as a team

(Sticky notes, tape, markers, with stickers for voting)

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OrgBook May 2012 concepts
Hierarchy views and rules for creating dynamic groups.

We could derive the hierarchy of a company from Active Directory permissions exports, but work assignments often don't fit organizations cleanly - projects need additional resources and skills from other teams. 'Groups' was our solution to apply projects to teams, and we patented a new method for defining groups with rules around people.

(Ink and colored pencil sketches)
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OrgBook October 2012 wireframe
Interactive HTML for usability testing admin functions and navigation

(HTML mockup - one of many versions)

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Orgspan Tablet Design April 2013
Simultaneous development of browser, Android, and iOS mobile applications - a refined mockup for our iOS programmer

(Photoshop mockup for requirements)

  • Strategic 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.
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Brainstorming wall at WebAssign
Part of design thinking stakeholder facilitation workshops on new content development.
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Concept for new tutorial system
One of the favored designs from the workshop was this 'knowledge tree' idea that mapped dependencies for concepts in bubble nodes for navigation.

(Ink and colored pencils)

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Next-generation question wrapper
Part of a series of sketches for future directions at WebAssign. Next slide shows development of online version...

(Ink and colored pencils)

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Next-generation question wireframe
Further development of question wrapper in a wireframe by UX designer under direction. Previous slide shows initial concept sketch.

(Fireworks on Mac)

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'Show Your Work' math equation editor tool - Math symbols
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)

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'Show Your Work' math equation editor tool - Greek symbols
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)

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Instructor navigation concept
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)

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Presentation Gantt chart for project
Roadmap and release dates with color coding - yellow for UX design, green for development coding, dark green for development architecture.

(Omnigraffle on Mac)

BlueStripe: 2008 to 2010

BlueStripe Software was a startup building a brilliant system for mapping multi-tier processes gnostically in real-time.
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Application Explorer View
Shows related processes linked across multiple machines or virtual machines, useful for triage of a multi-tier distributed app

Sparkline graphs show response time performance with drilldown for more detail

(Photoshop mockup for requirements)
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Explorer Map: highlighting concept
In a triage process when a user zooms out they need to quickly find areas for attention - we evaluated many different indicators to build a consistent design language

Small icons on the machines indicate OS and whether there is a BlueStripe 'collector' installed

(Photoshop mockup for user tests)
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Designs for Zoom levels
Applications and networks are wildly variable and views could needed as much useful information as possible - this mockups was used to build the dynamic changes for different levels

Part of a series of refined variations to define a simpler visual vocabulary for zoom

Sparkline graphs show response time performance with drilldown for more detail

(Photoshop mockup for requirements)
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Machine Explorer View
Shows participation in all applications by a single machine (the inverse of Application Explorer) helps users diagnose health issues with a troublesome box

Large graphs on left and right show performance in and out of the processes, and tabs along the top show additional details

(Photoshop mockup for requirements)
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Workflow concept sketch
Shows user journeys for common scenarios

This view was popular with developers and product management for feature discussions and persona analysis

(Ink and colored pencils)
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Three alternatives for advanced search across mapped systems monitored by BlueStripe

Concept A: filtered tree view
Similar to existing BlueStripe search at the time, with improved visibility and labels

(Ink and colored pencils)

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Concept B: grid with categories
Clicking lines in the cells applies additional filters to narrow results.

(Ink and colored pencils)

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Concept C: hybrid tree view
Builds on tree view from concept A, but allows the user to add explicit rules with dynamic form fields.

(Ink and colored pencils)

Lulu Press: 2007 to 2008

Lulu is a just-in-time book publisher for authors to upload PDF or DOC files, 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.

As director of a team of UX talent, my focus was on strategy, stakeholder collaboration, agile planning, and frequent user testing.

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weRead workflow discussion
weRead signup workflow diagram
From collaborative session with weRead CEO, showing paths through the alternative feature appeals

weRead was a Facebook app company purchased by Lulu in 2007

(Ink and colored pencil)
weRead signup v1
weRead Landing Page
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 signup v2
weRead Landing Page: Alternative Two
Moving timeline of bubbles showing live activity on left

(Ink and colored pencil)

weRead signup v3
weRead Landing Page: Alternative Three
Fear of missing out - What are your friends reading?

(Ink and colored pencil)

weRead find friends
weRead Feature Pitch: Friends
Alternative - Find your friends on weRead

(Ink and colored pencil)

weRead search and results
weRead Feature Pitch: Search + Results
Improved search and results

(Ink and colored pencil)

weRead book detail
weRead Feature Pitch: Book Details
Detail view for a book from search

(Ink and colored pencil)

Lulu shopping cart design discussion
Lulu shopping cart
Ever-popular, ongoing cart re-designs!

Concept adds feed of related books as suggestions along the bottom, with rollover details

(Ink and colored pencil)

Wachovia: 2003 to 2007

Collaborations and consulting with business and IT teams in Finance and eCommerce.
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FinanceWeb Login form
Wachovia FinanceWeb Login
From 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)
Worktracker internal tracking tool
Worktracker eCommerce Project Tool
Internally-developed PHP-based tool for managing web design and production

Starting as a functional but unattractive mess with many specialized screens, interviewed users and developed a priority list of issues, then went straight at the forms through HTML mockups for testing and approvals

We merged functions to eliminate half the old views, actual changes took a week to implement

(HTML/JS/CSS mockup, plus PHP edits)
Investment Research Tool: Concept A
Investment Research Tool: Concept A
Workflow diagrams for new research portal showing alternative behaviors, part of a larger series of concepts

Users search to add sections to their watchlist/reports page

(Ink and colored pencils)
Investment Research Tool: Concept B
Investment Research Tool: Concept B
Subscription model where users could add alerts for automatic updates delivered via eMail

(Ink and colored pencils)

S1 Corporation: 1995 to 2003

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

After restructuring into software provider, by 2002 S1 powered over 3500 other internet enabled banks with seven product lines (and four complete technology re-writes). Interesting times.

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S1 Enterprise Platform UI examples
S1 Financial Software
Screenshots from early brand implementations
S1 lightweight personal banking design
S1 lightweight personal banking design
Simplified 1998 banking product targeted for small banks and credit unions

(Screen capture from HTML specification)

S1 Consumer Suite example branding - side navigation
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 Consumer Suite example branding - top navigation
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 Consumer Suite Corporate Banking example brand
S1 Branding Demo: Corporate Banking
(Screen capture from live demo)
S1 Consumer Suite as branded by Regions Bank
Regions Bank implementation on S1
Example of extensive branding applied with the S1 Template Object Model

(screen capture from production)

S1 Consumer Suite Template Object Model introduction
S1 Intranet: Template Object Model
Introduction page with high-level description and block diagrams showing common transformations, 1998 HTML

With CSS going through an unreliable transition while browser support unified, this page architecture used separate tables and HTML4 alignment arguments to change site presentation for individual banks.

Browser rendering resolution has changed - Smaller font sizes were used to work better on most computers and displays of that time

(Hand-coded HTML)
Intranet page example, circa 1998
S1 Intranet: Page Design Example
Internal eMail etiquette... circa 1998 (HTML)

Browser rendering resolution has changed - Smaller font sizes were used to work better on most computers and displays of that time

(Hand-coded HTML)

Peachtree Software: 1993 to 1995

A long relationship with Peachtree began in 1992 with consulting on Peachtree Accounting for Windows release 2.0, a major redesign which resulted in big sales and critical acclaim.

Consulting continued on Peachtree Accounting for Windows 3.0 and Peachtree Accounting for Macintosh, and in 1994 I joined Peachtree fulltime as Interface Architect.

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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.

(Product box and screenshot)

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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."

(Scanned magazine ad)

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Another Peachtree Ad on Awards
Peachtree awards 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.

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Medtronic 'Fit' Awards Coverage
Links to scans of articles from the IDSA magazine, Medtronic Pulse, and BusinessWeek
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Pacemakers connect two components
A titanium-cased pulse generator plus the silicone coated platinum electrical lead 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

With different designs for the lead connectors and many manufacturers resulting in over 1 million combinations - understanding which pacemaker and/or adapters to order was very complicated.

(Product photography)
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 with the Medtronic technical support team was key to design of the quick and simple interaction

(Macintosh software written in MacApp)
Dynamic Menus
Simple 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, including emergency procedures when there are no alternatives

(Macintosh software written in MacApp)

Industrial Design Consulting: 1983 to 1993

Industrial Design was a relatively new profession in the 20th century with roots in the 1920s Bauhaus school.

Industrial Design education focuses on user-centered methods, identifying needs, collecting and organizing information, building alternatives and evaluating them, iterating, and project management to hold it all together. Making things that are functional and beautiful takes a surprising amount of work! It's an iterative approach with frequent feedback and testing, where designers choose from a range of tools to best fit project needs.

Design methods can be applied to almost any complex problem, leading to business school adoption of many of the techniques as design thinking.

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CSST Proposal Sketches
Citibank CSST Staff Terminal
Proposal sketch in RFP response helped win the project

1989-1990 project to explore how to introduce data mining and targeted cross-selling technology into bank branches

(Mixed-media renderings)
CSST Mockup
Citibank CSST Staff Terminal:
Furniture Design

Full-scale furniture with five different sizing and arrangements to test bank representative-to-customer scenarios

Quantitative user tests were run in three cities

(Wood and plastic furniture prototypes with embedded monitors and servers)
CSST Representative Screenshot
Citibank CSST Staff Screenshot
1989-1990 project to explore how to introduce data mining and targeted cross-selling technology into bank branches, we built full-scale furniture and custom software to test CSR to customer scenarios

Quantitative user tests used actors as customers to study staff experiences

(Macromedia Director interactive mockup)
CSST Customer Software Screenshot
Citibank CSST Staff Terminal:
Customer Software

One of the key ideas to evaluate was customer reactive to having a touchscreen for information and approvals, this screenshot is from one of several iterations

We also tested various media for communicating information, from simple text, to visual graphing, to animations and video in user tests run in three cities

(Macromedia Director interactivemockup)
PTS controller board with case concept
PTS Laserdisk Training Controller
Prototype PC board and solid enclosure mockup for a 1988 training system

(Wood and plastic model)

Apple kiosk sketch and prototype
Apple CD-ROM Interactive Store Display
Apple wanted 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 placement at the end of an aisle, as a standalone unit, or in a corner

(Design concept, prototyping, Macintosh demo software for trackball)
Vending machine graphic design
Coca-Cola Vending Machine Designs
Design brief was for graphics to be used in High Schools and Middle Schools to improve sales of Cherry Coke

(Mixed-media rendering)

Laparoscopy handpiece development
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 did the majority of engineering and followup design work
CSI Oxytrol Conservation Device
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 simple to mount.

(Solid case mockup - wood, plastic, paint, dry transfers)
GEC Head-mounted Display Concepts
1993 project for a UK-US defense contractor developed 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

(Mixed-media sketches)
Kiosk concept scale model
Chase-Manhattan Branch Demo Kiosk
1992 standalone system was designed to show bank customers ease-of-use of the Chase touchtone phone-based bill payment system, and improve usage

The kiosk held a 486 PC with a soundcard; a simple reference flip guide shows the commands. 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.

(Scale model - plastic, paint, paper and markers)
Angioplasty pump concepts
PTCA Cardio Angioplasty Inflation Device
For balloon angioplasty procedures, this design featured a digital pressure indicator

A variety of actuation methods for controlling the pressure were developed and tested

(Pencil and mixed-media sketches)
Plate phone concepts
Oki Telecom: Plate Phone Concepts
Plate phones were heavy encased metal car phones adapted to carry around

The case in this design covered the metal box and held a receiver attached by a cord, it would have been used inside a bag with a large battery underneath that was also part of the project

Early 1990s cellphone development as they went through the evolution from heavy bag phones to multi-board digital spread spectrum designs

(Mixed-media sketches with dry transfer logos)
Charging stand for early cellphones
Oki Telecom: Cellphone Charging Stand
As cellphones became smaller battery life suffered, and it was important to have well-designed charging stands that allowed use as a speakerphone on a desk or table
(Mixed-media sketches with dry transfer logos)
Cellphone concepts
Oki Telecom: 800 Series Cases
After several years the rapid evolution slowed and we were able to develop multiple case designs for OKI to build custom phones for carriers

This image also shows some early SIP-based office phone concepts for Comsell

(Mixed-media and ink sketches)
Power tool concepts
Tool Designs for Delta and Porter-Cable
Line redesign for Delta's woodworking shop tools, and Porter-Cable jigsaws and heavy routers, 1984-1988

(Mixed-media and ink sketches, product photography)

Miscellaneous: Communications Diagrams, Documentation, and Explanations

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.
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Diagram example
Diagram translating product definition areas from industrial design into software and deliverables

(Photoshop)

Diaggram example
Venn diagram explaining UX acivities at Lulu

(Photoshop)

Preview
Quick diagram for execs at WebAssign to illustrate deep linking

(Ink and pencil sketch)

Preview image
Old online portfolio
Originally version 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!

(Hand-coded HTML)

Thanks for taking a look!

"You can't separate forms from content!"
  - Eva Pfiel

If you have a strong idea, you need to show or present it in a strong way. That's the main job in the early part of my consulting career: generate a lot of ideas and create multimedia renderings to get clients excited.

Rendering
Example mixed-media sketch for an aerodynamic 2-wheeled vehicle
(Mixed-media: pencil, pen, marker, pastel, and white-out on cotton paper)