Agent OS

At a glance

The problem

Gateway, the application Charter customer-service agents used on nearly every call, was difficult to learn and navigate, and agents relied heavily on knowledge passed between colleagues.

Mike’s role

For Agent OS at Charter Communications (Spectrum), Mike led the design approach and the team’s day-to-day work. His Director set the vision and managed leadership relationships, and customer operations owned the product and its final business decisions.

The approach

Mike adapted Google Ventures–style design sprints to an existing enterprise product. As the effort grew to several teams, he established a staggered cycle connecting research, prototyping, usability testing, synthesis, design hardening and preparation for development.

The outcome

Mike recalls more concrete feedback from agents and reports that the outage-credit change shipped. These are specific examples of progress; the available record does not establish measured gains across the redesign as a whole.