As Director of UX, I led the redesign of Discover Bank’s mobile technician support app, aligning it with Android Material Design principles while optimizing for hands-free usability in field service contexts. The update improved accessibility, streamlined workflows, and modernized the interface without disrupting critical service tasks.

Business Case:

Discover needed to evolve its internal mobile support tools to reflect modern Android UX standards and enhance usability for technicians operating in high-compliance, hands-on environments where minimal screen interaction was critical.

Challenge:

Design a mobile app experience that minimized navigation complexity and allowed technicians to perform tasks with limited touch input — all while meeting accessibility and enterprise security requirements.

Solution:

I led a phased design and rollout approach:

- Phase 1: Delivered an ADA-compliant, tap-efficient interface tailored for quick task access.

- Phase 2: Conducted contextual research with field users to validate usability in real-world repair scenarios.

- Phase 3: Integrated Material Design components, micro-interactions, and user feedback into the final production release.

Worked closely with mobile developers and compliance to ensure alignment with platform capabilities and internal standards.

Impact:

- Reduced screen interaction time per task by approximately 18%.

- Improved technician task success rate by 12%, based on usability testing.

- Increased app satisfaction score by 22%, as reported in post-launch surveys.

- Laid the foundation for Material Design adoption across future internal Discover mobile tools.