UX Designer III
2021 – 2025
Designed and developed enterprise-grade internal agent tools used by thousands of support agents nationwide, creating scalable design systems and workflows that transformed how Spectrum supports customer connectivity and troubleshooting.
The Challenge
Spectrum's customer support agents relied on legacy internal tools to troubleshoot connectivity issues, manage router configurations, and handle customer accounts. These tools were fragmented, inconsistent, and lacked the user-centered design needed to support efficient, high-quality customer service at scale.
The WIN platform and related agent tools needed a complete UX overhaul—standardized workflows, reusable components, and intuitive interfaces that could reduce training time, minimize errors, and improve agent productivity across thousands of users nationwide.
How do we create enterprise tooling that empowers agents to deliver better customer experiences while scaling across national operations?
Tools used by support agents across the country
Deployed across Spectrum's nationwide operations
Continuous improvement and feature development
My Role
As UX Designer III and Front-End Developer, I was responsible for the end-to-end design and development of the WIN platform and supporting agent tools. I led the creation of a scalable design system, built reusable React components, and defined standardized workflows from ideation to production.
I collaborated closely with cross-functional teams including product managers, business analysts, and engineers to enhance existing tools and implement new features. I managed agent tool component libraries, contributed to router management systems, and supported customer identity management experiences. I regularly conducted usability testing, created wireframes and prototypes, and presented design solutions to stakeholders for alignment and feedback.
Key Features Delivered
- WIN Platform RedesignLed UX and front-end development for Spectrum's primary internal agent tool
- Scalable Design SystemCreated component libraries and UI patterns that streamlined development and ensured consistency
- Router Management ToolsDesigned interfaces for troubleshooting connectivity and managing router configurations
- Customer Identity ManagementContributed to workflows for account verification and customer data management
- Usability Testing ProgramEstablished regular testing sessions with agents to validate designs and gather feedback
What I Learned
This role gave me invaluable experience in enterprise-level product development and cross-functional collaboration. I deepened my understanding of large-scale infrastructure systems, particularly router management and customer connectivity troubleshooting, and learned how to design for complex technical workflows.
I gained expertise in designing and managing enterprise-grade tooling used by thousands of users daily. This taught me how to balance usability with technical requirements, create scalable design systems, and establish processes for ongoing iteration based on agent feedback.
Working on national-scale rollouts taught me how to align stakeholders, plan phased deployments, and measure impact. I became skilled at presenting design solutions to product leadership, advocating for user needs, and translating complex requirements into intuitive, production-ready interfaces.
What My Colleagues Had to Say
Working with Nicholas at Spectrum was an outstanding experience. He consistently brought thoughtful UX solutions to the table and had a unique ability to turn complex workflows into clean, intuitive designs. Nicholas played a key role in developing the WIN tool's design system, and his collaboration with both product and engineering helped move projects forward efficiently. His understanding of front-end development allowed him to make more informed UX decisions—designing with technical feasibility and implementation in mind, which resulted in solutions that were both user-friendly and practical to build. This combination of design thinking and technical awareness made him an invaluable asset to our team.
Todd Roadarmel
Director of Digital Products
Nicholas brought a deep UX mindset to everything we built at Spectrum. He had an exceptional ability to take ambiguous problems and turn them into clear, user-centered workflows. His design work on the WIN tool not only improved usability for thousands of agents but also set a new standard for how we approached internal tooling. He consistently advocated for the user, backed up his decisions with research and testing, and worked closely with engineering to ensure designs were both intuitive and technically feasible. His impact on our tools—and our process—was substantial.
Jevon Warden
Senior PM
Nicholas consistently demonstrated a deep understanding of user-centered design principles. His ability to empathize with users and create solutions that not only meet their needs but exceed expectations is truly commendable. He has a keen eye for detail and a relentless drive for design excellence
Matt Morgan
Lead BA
NDA & Confidentiality Disclosure
- I've signed strict NDAs with past employers/clients. I cannot publish full case studies or identifiers.
- I'm happy to walk through detailed work live.
- Artifacts shared privately may be redacted and focused on process, accessibility, and outcomes.