Swiftwire: Employee Management Tools
About Swiftwire.
Swiftwire is one of the largest telecommunications retailers in the U.S., operating over 1,500 locations across nearly all 50 states. They employs thousands and serves millions of customers by offering a full suite of products—smartphones, tablets, wearables, home internet—as well as accessories and device protection. Their business model blends the scale of a national network with the personalized, expert guidance of local store consultants.
The Assignment.
Swiftwire requested help with creating a bespoke internal application to support employee management. This application is intended to reduce their reliance on third-party platforms that were unable to fully meet their needs.
ACTIONS:
To fully understand the company's goals for the product, I a UX teammate and traveled to the company’s headquarters to facilitate a 2-day workshop, digging into how the organization operates and what the tool truly needed to accomplish. We partnered directly with Swiftwire’s leadership and cross-functional teams to evaluate which aspects of their existing platforms were working well and where critical improvements were required.
I facilitated an OOUX Discovery workshop to define the system’s core objects, relationships, actions, and attributes. Together, my teammate and I created task flows and attribute-priority maps to inform early prototypes and resolve key functionality questions before design began. I also led knowledge-transfer sessions with the development team, ensuring they understood the proposed solution and how each component was intended to work.
Tools:
In-person facilitation (whiteboards, stickies, markers, etc.)
Mural: To document artifacts from the in-person workshops
Excel: OOUX Documentation of objects, relationships, etc.
Figma: Create and maintain all designs and Swiftwire’s design system
RESULT:
At the end of this 6-week engagement, we delivered the OOUX documentation, requirements and prototype designs. We facilitated developer handoff and integration of a design system.
This was my first time employing OOUX methodology with a client, and the results were impressive! Conversations to define the system’s objects and illustrating relationships in real time quickly dispelled any confusion across their teams and ours. The OOUX documentation reduced any back-and-forth chatter around requirements and simplified design revisions. We used OOUX prototypes to define object-based content and attributes up front, then applied design styles to bring everything to life. Swiftwire’s development teams were confident throughout our refinement sessions and were able to successfully develop the application over the next 18 months.
To protect client confidentiality, this case study uses pseudonyms for the company and project title. The full description, scope, process, tools, and outcomes accurately reflect a real engagement.
