Hewlett-Packard Case Studies
Experience Design | CX Strategy | Enterprise Transformation
Over several years of collaboration with Hewlett-Packard through Deloitte Digital and independent engagements, I led and contributed to multiple initiatives that advanced HP’s design maturity, operational efficiency, and customer experience. These projects spanned enterprise service ecosystems, data visualization, and digital publishing — all unified by a shared goal: to make complex systems intuitive, measurable, and human.
Dimension
Magcloud Reader
ACT Dashboard
HP Care Pack
Focus
Mobile UX & Visual Design
Data Visualization & Design Systems
Global Partner Experience & CX Governance
Tim’s Role
Lead Interaction & Visual Designer
Design Thinking Facilitator / UX Lead
CX Strategist / UX Research Lead
Business Value
Enhanced brand engagement through immersive content
Unified marketing metrics, increased transparency
Reduced inefficiencies, improved satisfaction, protected revenue
Methodology
Human-Centered Design, Touch Interaction, Visual Systems
Workshop Facilitation, Rapid Wireframing, UX for Analytics
Journey Mapping, Service Design, Governance Frameworks
HP Care Pack Registration Experience
About the project
Role: Lead UX/UI Designer
Engagement: HP Labs / Deloitte Digital
Focus: Touch UX Design, Mobile Interaction, Content Experience
Overview
HP’s Care Pack business — warranty and service extensions for devices — represented a complex, decentralized ecosystem with region-specific processes, legacy systems, and high partner friction.
Deloitte engaged me to lead UX research and design recommendations for modernizing the end-to-end Care Pack registration experience.
Approach
Over eight weeks, I partnered with global HP leaders, resellers, and distributors to map partner journeys, interview stakeholders, and identify systemic pain points in registration and entitlement.
I helped visualize the cross-regional process landscape, revealing dependencies between ordering, assignment, and registration systems that were causing inefficiencies and revenue leakage.
Key Challenges Identified
No global governance across Care Pack registration and entitlement.
Manual, inconsistent partner workflows resulting in errors and delays.
Fragmented regional systems (CSN instability, inconsistent policies).
Recommendations & Strategy
Establish a Global Care Pack Governance Structure to unify standards and oversight.
Implement “Registration-as-a-Service” within HP’s CAMS platform for automation and scalability.
Reimagine the B2B delivery model for Care Packs — connecting partners, data, and operations into a seamless ecosystem.
Impact
The proposed roadmap not only improved registration accuracy and partner satisfaction but also directly tied to business growth —
reducing escalations, increasing renewals, and protecting revenue from duplication loss.
It became a template for HP’s service design maturity and partner enablement model.
What I did
Implemented a robust and versitile design system and version control
Role: Lead UX/UI Designer
Engagement: HP Labs / Deloitte Digital
Focus: Touch UX Design, Mobile Interaction, Content Experience
Approach
Through an immersive Design Thinking Workshop, I helped facilitate cross-functional collaboration between marketing leaders, data analysts, and regional teams.
Activities included persona development, journey mapping, and rapid wireframing to surface real business questions that the dashboard needed to answer.
What We Delivered
Persona-based data visualization models for campaign managers and BU leaders.
UX wireframes and navigation flows emphasizing clarity, context, and comparability.
Alignment of metrics and dimensions across HP’s CMO, BU, and campaign dashboards.
Outcome
The resulting framework enabled HP marketing teams to move from static reports to live, actionable insights, improving transparency and accountability across campaigns.
The ACT dashboard became the operational centerpiece of HP’s marketing analytics transformation — making data both visible and usable.
Reflection
Across these projects, I helped Hewlett-Packard translate business complexity into elegant, human-centered systems — from improving partner operations and internal measurement to reimagining digital content experiences.
Each initiative exemplifies a through-line of my work: connecting user empathy with measurable business transformation.
