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An infographic demonstrating the operating model and purpose of a humanitarian startup: Colibri Global Infographic

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Discipline: Data Visualization
Client: Colibri Global formerly Solar Route
Sector: Non-Governmental Organization, Startup Company
Location: Matagalpa, Nicaragua
Date: August 2015

Colibrí was founded in 2015 in Matagalpa, Nicaragua with the vision to catalyze the transition to clean energy and unlock the purchasing power of Latin American households. Its mission is to provide affordable, reliable solar energy for households & small businesses within and in and out of the electricity grid in Nicaragua.

The founders and CEO of Colibri Global Morgan Babbs came to me to help them illustrate Colibri’s mission and purpose with an infographic targeted for its investors.

The company was at a very early stage, so I kept the graphics very elementary to go with the rest of its branding.

I designed the infographic as a poster. I created a ladder-like maze graphic and narrated the story along the direction of this maze. The company was nascent and small but they were making a big change. This reminded me, graphically, of a stick figure: stick figure might simple, but it goes a long way in telling a story. Thus I used stick figures as my characters.

Since this design Colibri Global grew in scale and rebranded their infographic, but they stayed loyal to the hand-sketched stick figure aesthetic I came up for the initial visualization.

A data visualization of customers’ entangled customer care experience with Samsung

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Discipline: Data Visualization
Client: Samsung Electronics
Sector: Consumer Electronics, Customer Care
Location: New York, New York
Date: February 2016

Samsung Electronics hired frog Design to redesign its customer service processes. Samsung wanted to create a customer service experience comparable to Apple Care of Apple.Our task was to research Samsung’s current customer service experience and come up with ideas to improve it. Our research showed that an individual had to interface with Samsung’s call centre more than 2 times to resolve their issue. This number often got as high as 6. Inspired by the research results, I created a data visualization of the customers’ experience with Samsung’s call centre. My visualization aimed to demonstrate the scale of the issue and encourage Samsung to improve its call centre processes. We interviewed with 12+ Samsung customers. I worked with a small data set to create this visualization and quantified the data from our user interviews.

The visualization is named the spaghetti chart. Each line represents a customer’s interaction timeline with Samsung Care touchpoints. I used a colour scale from light yellow to red to color each stroke. I mapped the colour to the customer’s frustration levels. The warmer the hue was, the more frustrated the customer became.

I worked very closely with a very experienced design researcher on this project, drafting interview guides and conducting interviews. The proximity to research enabled me to be closer to data and create designs that were truly informed by data.