Spectrum Digital Purchase Experience

Choosing home services means navigating products, speeds, equipment, and pricing, often before customers understand what best fits their needs. I saw an opportunity to create a more engaging purchase journey that helps customers learn, understand their options, and feel confident in their choices.

At the same time, AI-assisted prototyping was expanding how teams could express and explore ideas. That created a broader leadership opportunity, and I took it on: setting how teams use these tools, collaborate across disciplines, and hold a shared standard of quality.

The vision. I set the direction for the purchase experience and decided to push the exploration toward a more ambitious question: how buying home services could help customers discover what is right for them.

The prototyping approach. I established how product, design, and other teams use AI-assisted prototypes to express requirements and intent across disciplines.

Design’s governance role. I defined how design guides AI tools through steering files and reusable skills, and where design holds the quality bar.

I pushed the exploration toward a more ambitious question: how could buying home services help customers discover what’s right for them? The vision gave us room to challenge the existing journey, explore bigger changes, and make a potential future tangible.

Alongside this work, I established a shared approach to AI-assisted prototyping across disciplines: product and other teams express requirements and intent through working prototypes, giving us something concrete to evaluate together. I set the expectation that, regardless of where an idea originates or who builds the prototype, the quality bar stays the same.

I also defined design’s role in governing this practice, using steering files and reusable skills that guide AI tools. These give teams a consistent foundation for building prototypes while keeping collaboration, design judgment, and experience quality central to the process.

The proposed purchase experience starts with what customers need and guides them toward a plan. It explores a more conversational starting point, clearer choices, and information that helps customers connect product capabilities to their everyday needs.

The vision provides a concrete direction for discussing bigger changes to the journey. Comparing the existing flow with the proposed experience makes the design decisions tangible: what customers need to learn, when they need guidance, and how we can help them choose with confidence.

An ambitious vision. A shared foundation.

Early in my tenure, I set a proposed direction for the purchase experience and the guidance for how teams use AI-assisted prototyping.

The next step is to evaluate the vision with customers, refine it with cross-functional partners, and determine which changes to test. Customer and business outcomes remain to be validated.