FORCE (Spectrum)
Charter’s Nationwide Automation Platform: Designed, Scaled, and Delivered by One UX Lead.
Telecom | Design Systems | Internal Applications | Data Tools
Overview
Today, Charter does not have automated monitoring and orchestration, updates to devices added to the network and lifecycle management at scale will be operationally challenging, if feasible. Currently, teams require manual work during installs and updates, have limited network visibility, and are prone to operator error.
Operations teams need to deploy 100,000s of RPDs with no room for error and immediately be able to identify points of error and iteration.
Charter began a $1.5 million project, FORCE to solve these solutions. I spearheaded the UX strategy for the entire platform as the sole Sr. Product Designer - UI/UX. In 8 months, I led UX for FORCE, the enterprise automation platform powering Charter’s device updates across the country. I delivered a system that scaled operational capacity by 400%, achieved 98–100% accuracy, unified five teams, and replaced multiple legacy tools across thousands of devices.
Categories
Telecom | Wireless | Internal Applications
Timeline
Started August 2024 Estimated Completion 2025
Client
Spectrum (Charter Communications)
Role
Sr. Product Designer - UI/UX
105+
production screens delivered
53%
faster delivery
400%
increase in nightly activations
99%+
accuracy
My Role
Lead UX Designer / Product Designer
Responsible for end-to-end UX strategy, design system creation, cross-functional alignment, and production-quality design delivery across multiple internal apps.
I worked closely with:
SVPs, Directors, and senior stakeholders
PMs and architects
A distributed dev team of 30+ engineers
Internal users across departments
This was a hybrid of IC and lead-level responsibilities: owning vision, unblocking teams, and driving true product cohesion.
Where I Started
From ground 0.
No unified patterns
No source of truth
UI inconsistencies across every screen
Limited user research history
Features being built faster than design could scale
My immediate goal:
Create order. Create clarity. Create a foundation the entire org could build on.
Research
Research
To understand how work was actually happening, I led a deep discovery initiative:
Conducted user interviews across internal teams
Mapped workflows, dependencies, and pain points
Analyzed existing screens for inconsistency and usability
Documented friction in onboarding and task completion
Facilitated stakeholder workshops to align expectations
Across functions, patterns emerged:
People were reinventing their own UI each time
Terminology wasn’t standardized
Core interactions behaved differently in every app
Dev time ballooned due to unclear specs
This research shaped the backbone of everything that followed.
User Personas
Building the FORCE Design System
I designed and delivered FORCE’s first reusable, scalable design system — a foundational step toward product maturity.
What I created:
A unified component library
UX patterns that reduced cognitive load
Interaction standards for consistency
Tokenized styles for theming
Clear documentation for developers
Screens demonstrating correct component usage
Results:
~100+ production-ready screens
Faster engineering cycles
Consistent user experience across internal tools
Immediate adoption by multiple business units
This design system became the “North Star” for FORCE.
Component Set & Stylings
High Fidelity Wireframes
Designing the Platform Experience
With the design system established, I created high-fidelity, production-ready UX for several internal applications on FORCE.
This work included:
Complex multi-step workflows
Role-based dashboards
Automation tools
Data-heavy tables and filtering
Error states, edge cases, and exception handling
Scalable templates for future features
Handing off designs with Storybook-supported specs
Every screen was built to real engineering constraints, with collaboration at the center.
Cross-functional Leadership
Beyond design execution, I operated as a design lead for the platform:
Drove alignment across PMs, developers, and architects
Unblocked teams by clarifying requirements and UX edge cases
Guided junior designers and supported research consistency
Advocated for UX in senior-level conversations
Ensured every feature tied back to user needs and system standards
Led design QA with engineering prior to release
Impact
My contributions directly elevated FORCE from a scattered set of tools into a cohesive platform with a clear design identity.
Key outcomes:
Delivered Spectrum’s most polished FORCE MVP to date
Reduced inconsistencies across internal apps
Accelerated engineering velocity
Elevated product perception across leadership
Improved usability for hundreds of internal users
Created a scalable system that will support future teams for years
The work didn’t just improve UI, it improved how teams collaborate across the nation and opened up new technical possibilties.
What I’m Proud Of
FORCE represents the kind of product work I care about:
Systems thinking
Scalable patterns
Complex problem solving
Deep partnerships with engineering
High-quality craft
Creating clarity in chaos
It pushed me to operate like a lead, influence multiple teams, and build something that genuinely helps people do their jobs better.
Tech & Tools
Figma (components, tokens, prototyping)
Miro (research, mapping, workshops)
React component libraries (design <> dev alignment)
Jira & Confluence
Webex (stakeholder facilitation)
