Tag: Machine learning

Just like many other large, established companies, AT&T finds itself in an interesting situation of needing to deal with a world of dramatically increasing scale and complexity. For decades, experienced company veterans have been able to address these challenges manually with the knowledge, skills, and intuition they have built over a career in their roles.

However, we are now reaching a scale where this is no longer feasible, and we are facing a host of problems that cannot be manually addressed. By building intelligent systems, we bring radical efficiency changes to how AT&T operates. These are orders of magnitude improvements, where something that may have taken months manually, may now take only an hour.

Along with my user experience research and design skills, my team built one such intelligent system to manage this complexity for network capacity engineers as they decommission legacy machines on the network. Our tool was extremely well received by our colleagues in the field and is currently being used in decommissioning to save unnecessary hours of labor and costs.

AT&T’s legacy telephone wire system is made of automated, interconnected switches on a nationwide scale and has been around for decades. Maintaining this vast network requires a significant amount of money spent towards power. Naturally, AT&T is interested in finding equipment that can be decommissioned or replaced with newer, more efficient equipment in an effort to reduce this large footprint, all with an active, live network that must remain fully reliable through this process.

Currently, decommissioning a machine requires weeks or months of tedious, manual planning by highly experienced and trained engineers, each with their own personalized workflow.

We created an assistive tool for network capacity engineers to reduce this time to hours by recommending better alternatives to free them for their other responsibilities. Our tool helps discover and recommend plans for removing equipment from the network.

Our project focused on two primary objectives:

1. Evaluating network equipment to establish a priority order for decommissioning.
2. Creating and recommending a valid circuit reassignment plan for operators to take into consideration.

While my colleagues were developing the machine learning aspects to this project, I conducted user interviews to better understand the needs of a network capacity engineer to inform our product decisions.

As themes in their workflows arose, I developed quick mockups to encapsulate the needs I was hearing.

I continued to iterate on them as our understanding of the user needs evolved.

As we were on a short timeline, my colleague quickly began implementing a working web-interface prototype as per my designs to connect the command line into a more user-friendly experience. Within a few days, we had a fully functioning version of the tool that we could share with our users.

Through usability testing with network capacity engineers, we identified tens of changes to our working prototype and continued to iterate.

Today, this internal tool is used by network capacity engineers across the company and is radically changing the way AT&T works. This product was so successful in creating an efficiency disruption within the company that more work of this nature is being requested by internal teams. I found this highly impactful project extremely gratifying. With just a few months of applied work, we were able to disrupt an internal process to save costs and significantly change how the company and employees operate day to day.

I joined the Ericsson team at the AT&T Foundry in Fall 2015, and my experience has been extremely diverse and fulfilling. My work spans a number of disciplines and industries as we work to create innovative solutions to challenging problems.

The AT&T Foundries are a network of six innovation centers across the world–Palo Alto, Atlanta, Houston, Plano (2), and Israel, each sponsored by a different company or internal organization. In Palo Alto, we are sponsored by Ericsson and jointly innovate with team members from both AT&T and Ericsson. As a member of the Ericsson team at the AT&T Foundry, I serve as a bridge between the two companies.

The Foundries were originally created several years ago as an open, collaborative environment to inspire and promote the rapid invention and innovation of strategic ideas from concept to commercialization. Foundry team members drive their own projects and champion them to stakeholders, much like entrepreneurs and intrapreneurs. Projects emerge from personal passions, business unit needs, external partnership opportunities, and our employee crowdsourcing platform.

As one of the top internal brands to AT&T, we are highly regarded internally as the reliable source of all types of innovation, with a special focus on efficiency and disruptive innovations.

I was hired to lead design at the Foundry, and since then I’ve led numerous design projects, trained up team members, and worked on initiatives to bring design thinking to all of AT&T. I am frequently consulted on how to apply design to products, teams, processes, and business models. My work ranges from exploratory research to ideation to prototyping and implementation.

Projects

For instance, since 2016, I have collaborated with my teammate on the design portion of building a highly trafficked, enterprise product to provide a complete, seamless, self-service experience to incubate and validate any virtual network function against AT&T’s Domain 2.0 Architecture as part of the release of ECOMP (Enhanced Control, Orchestration, Management and Policy). Check out some press on this project and how we are in the process of open sourcing it in 2017:

Has AT&T ICE’ed VNF Onboarding?
AT&T ICEs Vendors of Virtual Network Functions

In 2015, I immersed myself with our key enterprise customers to understand their needs and expectations around our new Network on Demand product. My research uncovered key product strategies and features that our team was able to champion both companies.

In 2016, I led design for yet another engaging, enterprise design project, though for an internal tool this time. Our efficiency innovation reduced the time for network capacity engineers to plan out how to decommission legacy network machines from several weeks to hours.

Leadership

Over the years as the head of design at the Foundry, I have trained my teammates in design thinking through collaborative projects, coaching, mentorship, and workshops. In turn, my colleagues are now applying design thinking to their work and even leading training sessions of their own.

One such instance occurred in 2016 when my colleague and I conducted interactive design thinking workshops for middle school and high school women interested in technology. Read more about our contribution here: AT&T hosts Girls in Future Technologies (GIFT) Day

My design team has found success identifying and solving difficult problems they could never have imagined in short periods of time through my guidance. One team member dove into understanding the needs of Uverse and DirecTV installation and maintenance technicians for several weeks. His research uncovered so many high impact opportunities that when we presented our work to the Senior Vice President responsible for these teams, the SVP allocated millions of dollars in resources to addressing these findings immediately.

While at the Foundry, I have had the pleasure to engage with hundreds of startups working in emerging technologies. In early 2016, I became especially curious to learn more about augmented and virtual reality and identified it as a high potential path to new revenue streams.

With my market research, I educated, championed, and began the dialogue within AT&T to apply these emerging technologies to our business strategy. As concrete demonstrations of strategic AR/VR plays, I sought out and developed strong partnerships with leaders in the industry to create cutting-edge projects.

In one such project, my partners and I created an augmented reality, spatial tagging tool for camera teams and film production crews using the Hololens in collaboration with FOX Studios.

In another, my partners and I developed hands-free, interactive, virtual reality entertainment experiences for hospitalized children and tested immersive entertainment as a form of distraction therapy.

Along with our numerous technology and design projects, marketing, partnerships, and thought leadership are similarly top of mind. I have contributed on visual design, information architecture, content strategy, startup partners, and developing marketing and brand collateral for several key initiatives, some of which are elaborated below.

Specifically, six times a year, we host the Futurecast Series, where we invite an honored guest to participate in a deconstructed panel where the curated audience is invited to participate in the conversation between the guest and moderator. Before the discussion, we also invite relevant startups to demo their latest and greatest to attendees. All our past and future events can be found on our website.

In 2016, we also began the Futurist Reports. In this series, we dig into technologies and trends while highlighting key insights that are reshaping entire industries and our world-at-large. Each report includes an industry-wide view from a diverse array of leading experts and features select startups at the forefront of technology. We delve into broader business implications of these technologies and explore indicators such as collaborations, investments, market demands, and technology advancements. Check out our latest reports on the Future of Drones and the Future of Entertainment.

Summer of 2015, I joined Esper, a small startup working on improving time management and productivity, as a consulting Product and Design Strategist. In collaboration with the founders, I guided the company through several key strategic pivots, including shifting us from providing services to focusing on building great products. I also led the team’s Product Design by conducting user research interviews and creating interaction flows, wireframes, and mockups. The journey of working in a small, roughly six person startup environment, where my voice has a significant impact on our direction, has been extremely fun and fulfilling.

Over the course of my two years working with Esper, I have been fortunate to influence several iterations of company direction. When I joined, the team had built a productivity product for Executive Assistants. To better improve their product, they dogfooded it on themselves by creating essentially an Uber for Executive Assistants, where Executives would be matched with Esper Executive Assistants 24/7, and the EAs hired by Esper would then use the Esper product to perform quality and efficient work.

Soon after I joined, I realized that we had learned what we needed from our service. As a team, we decided to close the service and shift our focus back to building an amazing product for EAs and Executives. We also discovered some unique insights into how the best of the best EAs worked. For instance, these EAs not only handled tactical scheduling for their Executives, they also strategically managed their Executive’s time.

I took findings like these and proposed several strategic directions beyond our scheduling and calendaring assistant product. One of these, in particular, stuck with the team, and we dove into building our next product, Esper Charts. With Charts, anyone can strategically manage their time by quickly analyzing how they are currently using it. We essentially built a Mint for time. Our users were more than just individuals interested in upping their productivity, but also entire groups that wanted to manage their time as a team.

As we focused more energy on Charts, we decided we needed some more tactical products that our users could use daily. Hence, we opened up our suite of products beyond longer-term time management and created short-term hooks with Esper Ratings and Esper Agenda Check.

Esper Ratings on Slack

Esper Agenda Check on Slack

Check out a TechCrunch blog post on Esper.