Articles by Teresa Mak

Photo of TeresaTeresa Mak leads the Experience Strategy team for the Digital Innovation Lab at DIRECTV. The team strategizes customer experiences across all verticals of the company, exploring the customer experience using design-thinking methods.

Collaboration with the Front Line: Designing for Support

Post-it notes on a whiteboard

Observation, gamestorming, co-creation exercises, and storyboards let a customer support team help design a chat interface, and taught the UX team the value of collaboration. [Read More]