WBD Consumer Data Experience
Designing experiences and brand strategies focused on gaining trust and protecting user’s data.
As a designer on Warner Bros. Discovery’s Consumer Data Experience Team, I conducted UX research to gain understanding on how to craft messaging focused on trust and transparency and curate design recommendations that give users the ability to know and manage the data that’s being collected about them. The impact of this work covered over 1,500 digital experiences across the entire global portfolio of brands with 30+ platform variations.
UNDERSTANDING CUSTOMER SENTIMENT
During this project, I was able to conduct my own and aid in various qualitative and quantitative research initiatives to better understand customer sentiment towards WBD’s privacy practices and gain knowledge on how users perceive privacy laws and their control over their data. One of my favorite activities during this project was distilling our large collection of findings into actionable recommendations to refine our experiences across WBD’s portfolio of brands and products.
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Utilizing remote testing software to quickly gather user feedback
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Messaging Concept Testing
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Qualitative Insights
USER JOURNEYS AND FLOWS
With WBD’s privacy products impacting over 1,500 in market apps across the globe it was critical to understand each of the diverse customer experiences. To do this, I created user journey maps, site maps, and user flows of existing WarnerMedia, Warner Bros. and Wizarding World privacy products.
WORKSHOPPING
Throughout this project we often used facilitated workshops to establish team cohesion and cast vision for the future. Because of my research and facilitation experience I was able to flex my leadership skills and lead several workshops throughout my time on the team.
REFINING OUR PRIVACY PRACTICES
Privacy Center
When I joined this team they were emerging from a time of many transitions. Many design files were missing or on outdated software. As part of my job, I recreated all of the designs for WBD’s privacy website on Sketch. Throughout the project, I worked to build out the design system and maintain the design files as any changes were made.
Competitor Analysis
One of my largest solo tasks while on the WBD CDX team was to conduct a competitor analysis comparing our privacy practices with that of our direct competitors including large companies such as Disney+, Netflix, Amazon. This was a months long project that. When complete, I presented my findings to VP’s across the company communicating our competitors’ practices and where I saw future opportunity.
WBD Privacy Center Design Exploration
With the Warner Media and Discovery merger, I took on the task of rebranding the Privacy Center to fit our new corporate identity as WBD. Prior to transitioning to another project, I presented these designs to executives to kickstart the exploration and discussion of our new company’s potential refined data experiences.
CDX RESEARCH AND DESIGN OUTCOMES
Updated designs to create consistent messaging across all platforms
Increased our customer’s trust and loyalty by giving the ability to manage/request data from any digital experience
Reduced business risk by staying out in front of and responding to new global privacy regulations
Cultivated more satisfied users with features to allow management of their info