Brendan Rohan
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I'm an experienced product and content designer with 15+ years in strategy and design roles across agencies and Fortune 500 companies. I specialize in using generative research to develop strategic insights that create meaningful conversations and connections with customers.
Selected work
Verizon
Keep the customer informed and connected when transferring their mobile number
Strategy, User Research, Service Design, Prototyping, Visual Design
One of the first service experiences a customer has with Verizon is transferring their mobile number.
While it goes smoothly for most customers, nearly a third of all customers have a service issue. The fix requires the time and proactive help of the customer service team, costing customers time and Verizon money.
What if we provided customers with the tool to initiate, track and fix any issues that might arise when transferring their number?
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Verizon
A more secure scheme to protect mobile numbers from scammers.
User Research, Content Design, Omnichannel Solution
We had to stop an existential threat and protect customers from fraudsters and scammers.
In recent years, increasing number of customers had their phone numbers transferred away from them without their knowledge, often with severe consequences such as loss of access to financial accounts.
We had to act quick and comprehensively to ensure customers stayed safe.
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Comcast
Make testing your Internet speed fun and educational.
Content Design, User Research, Usability Testing
When customers experience a problem with their Wi-Fi, one of the first troubleshooting steps is to test their speed.
This is a huge opportunity to educate and even to entertain. For the Xfinity Speed Test, measuring speed from a customer’s gateway or modem to their device was an entry into teaching customers how to get the most out of their Wi-Fi.
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AT&T
Simplify and personalize the shopping experience
Strategy, Research, Wireframing, Prototyping, Concept Testing
As a design strategist on the Customer Experience (CX) team, we identified product opportunities throughout the shopping experience.
These included simplifying buy flows, building entry points that made the shopping experience more straightforward, and integrating search and chat to enhance the website experience.
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