Field Services Platform (Viasat)
Year: 2019-2022
Company: Viasat
Industry: Telecommunications
Role: Senior Product Design Lead
Challenge
Enterprise field services operations required complex coordination across technicians, dispatchers, and customers with existing platform failing to support efficient workflows. The product needed strategic direction addressing both immediate operational pain points and long-term platform evolution. Cross-functional team needed unified product vision to align diverse stakeholder priorities.
Approach
Strategic Foundation
- Created and owned product vision for field services platform serving enterprise customers
- Conducted comprehensive user research with field technicians, dispatchers, and enterprise clients
- Performed competitive analysis identifying market opportunities and differentiation points
Vision Development
- Translated research insights into compelling product vision aligning stakeholders
- Developed strategic roadmap balancing operational improvements with platform capabilities
- Created frameworks guiding product decisions through complex technical and organizational challenges
Cross-functional Leadership
- Led workshops and collaborative sessions making product team model to emulate across organization
- Facilitated stakeholder alignment around product direction and priorities
- Established systematic approach to product decision-making
Outcome
Company-wide adoption: Product vision and team practices became organizational model for cross-functional collaboration.
Strategic clarity: Provided product direction enabling team to navigate complex technical and business trade-offs systematically.
Team effectiveness: Demonstrated approaches to cross-functional product development that were adopted as best practices organization-wide.
Methods & Deliverables
Methods: Qualitative research, Quantitative research, Interviews, Usability testing, Workshops, Competitive analysis, User journeys, Personas
Deliverables: Product Vision, Roadmap, Research reports, Frameworks
Tags: Product Strategy, UX Design, Telecommunications, Company-wide adoption, Enterprise, Ireland