https://www.dtrancoso.com/colorado-photos daily 0.75 2024-12-11 https://images.squarespace-cdn.com/content/v1/629cb50e06c4c610c4d84beb/80b7a0b3-6b93-4121-b3cb-4328e950609c/20210926_172843.jpg Colorado snapshots https://images.squarespace-cdn.com/content/v1/629cb50e06c4c610c4d84beb/e705eb51-ed64-43b9-bcc1-c0ee5ca53448/20211030_100117.jpg Colorado snapshots https://images.squarespace-cdn.com/content/v1/629cb50e06c4c610c4d84beb/b2f381a3-0b4f-4af1-b396-112c74ee66e2/20220318_191629.jpg Colorado snapshots https://images.squarespace-cdn.com/content/v1/629cb50e06c4c610c4d84beb/f2263016-8668-42ce-a4a4-5a1749cd4877/20220514_163453.jpg Colorado snapshots https://images.squarespace-cdn.com/content/v1/629cb50e06c4c610c4d84beb/d27157c3-31e9-48a0-befb-b8c8f486d0d9/20211017_183041.jpg Colorado snapshots https://images.squarespace-cdn.com/content/v1/629cb50e06c4c610c4d84beb/ef4100a6-3f49-4547-98dd-d4586a52c4f4/20211228_072104.jpg Colorado snapshots https://images.squarespace-cdn.com/content/v1/629cb50e06c4c610c4d84beb/d61d8388-34dd-46f9-b8db-d9b7130b7227/20210905_125810.jpg Colorado snapshots https://images.squarespace-cdn.com/content/v1/629cb50e06c4c610c4d84beb/7e2a85cb-5836-44e5-8b4f-668ba2aa82aa/20211017_181551.jpg Colorado snapshots https://images.squarespace-cdn.com/content/v1/629cb50e06c4c610c4d84beb/d167273b-9cdb-4199-8a6b-710feca93c55/20210925_143846.jpg Colorado snapshots https://images.squarespace-cdn.com/content/v1/629cb50e06c4c610c4d84beb/355cb748-3187-458e-801d-d27320979fa9/20210822_200140.jpg Colorado snapshots https://images.squarespace-cdn.com/content/v1/629cb50e06c4c610c4d84beb/5f829ce1-7fb0-44a1-a9d3-0402ee8c0c48/20210707_183006.jpg Colorado snapshots https://images.squarespace-cdn.com/content/v1/629cb50e06c4c610c4d84beb/5320d1f7-cbe2-4c31-b56c-06d81f581867/20210918_190337.jpg Colorado snapshots https://images.squarespace-cdn.com/content/v1/629cb50e06c4c610c4d84beb/a640e9f2-9908-4aa7-a40f-c21ea551da98/20210706_135434.jpg Colorado snapshots https://images.squarespace-cdn.com/content/v1/629cb50e06c4c610c4d84beb/ae3523a6-7cf9-422b-9671-d77e74cfa805/20210705_141623.jpg Colorado snapshots https://images.squarespace-cdn.com/content/v1/629cb50e06c4c610c4d84beb/854cb59a-3e81-4f1c-913b-8ff934a4b2e5/20210925_142452.jpg Colorado snapshots https://images.squarespace-cdn.com/content/v1/629cb50e06c4c610c4d84beb/e26a293c-ec29-4e91-8117-0f195ede109a/20210731_112058.jpg Colorado snapshots https://images.squarespace-cdn.com/content/v1/629cb50e06c4c610c4d84beb/2f651055-a804-4611-90ec-674dd642a9ac/20200927_115203.jpg Colorado snapshots https://images.squarespace-cdn.com/content/v1/629cb50e06c4c610c4d84beb/940c5cd5-7bd9-4e81-8c68-e6e46dd106cc/20201002_094636.jpg Colorado snapshots https://images.squarespace-cdn.com/content/v1/629cb50e06c4c610c4d84beb/434120a4-a3cd-4284-a4a6-c407900b5a06/20210704_131446%7E2.jpg Colorado snapshots https://images.squarespace-cdn.com/content/v1/629cb50e06c4c610c4d84beb/4c695b20-9695-417c-8739-c6c9aa2bbdb1/20201225_122944.jpg Colorado snapshots https://images.squarespace-cdn.com/content/v1/629cb50e06c4c610c4d84beb/ccc818df-5053-4e37-97ee-b46cfbdb15aa/20201127_100907.jpg Colorado snapshots https://images.squarespace-cdn.com/content/v1/629cb50e06c4c610c4d84beb/59dd834e-08be-411d-96b3-564dee6535ba/20210221_104102.jpg Colorado snapshots https://images.squarespace-cdn.com/content/v1/629cb50e06c4c610c4d84beb/bc9da74d-28da-4411-af46-1f8a664e9bc7/20210221_144138_resized.jpg Colorado snapshots https://images.squarespace-cdn.com/content/v1/629cb50e06c4c610c4d84beb/42ea42f6-06db-4503-9e90-065623ae10b6/20201225_130045.jpg Colorado snapshots https://images.squarespace-cdn.com/content/v1/629cb50e06c4c610c4d84beb/48288ce3-3fd3-41ff-a54f-1748d5dd7437/20201225_190103.jpg Colorado snapshots https://images.squarespace-cdn.com/content/v1/629cb50e06c4c610c4d84beb/930ee1ee-e778-4043-8d3b-e4eb2effc884/20230630_183642+%281%29.jpg Colorado snapshots https://images.squarespace-cdn.com/content/v1/629cb50e06c4c610c4d84beb/54b3bbb3-7930-4e3f-9d69-9012427cda46/20230805_162743.jpg Colorado snapshots https://images.squarespace-cdn.com/content/v1/629cb50e06c4c610c4d84beb/759f40a0-4e83-4704-97ba-6441ca7567ea/20230805_201350.jpg Colorado snapshots https://images.squarespace-cdn.com/content/v1/629cb50e06c4c610c4d84beb/e6140ad0-0ec3-4a8b-9400-df1db335e64c/20230819_103116.jpg Colorado snapshots https://images.squarespace-cdn.com/content/v1/629cb50e06c4c610c4d84beb/5ab957dd-b7e2-46de-8018-eb1ff943bdc3/20230630_121644.jpg Colorado snapshots https://www.dtrancoso.com/working-style daily 0.75 2025-02-11 https://www.dtrancoso.com/home daily 1.0 2025-06-24 https://images.squarespace-cdn.com/content/v1/629cb50e06c4c610c4d84beb/4296cb7b-4c5f-4803-b2a9-3f7924f5da04/Dana+headshot+grey.jpeg https://images.squarespace-cdn.com/content/v1/629cb50e06c4c610c4d84beb/8ca9ca04-efe1-4fd0-9fd4-b77ec23d714c/Dana+and+dogs+in+Paonia.jpg Home - When I’m not working… I thrive when I’m outside. I’m fortunate to live in beautiful Denver, Colorado with my husband Scott and two rescue dogs, Gizmo and Coco. When I’m out and about away from screens, I enjoy biking, hiking, paddleboarding, swimming, and just plain exploring. https://www.dtrancoso.com/design-approach daily 0.75 2025-02-11 https://www.dtrancoso.com/projects daily 0.75 2025-02-12 https://www.dtrancoso.com/projects/aetna-plan-onboarding monthly 0.5 2022-06-15 https://images.squarespace-cdn.com/content/v1/629cb50e06c4c610c4d84beb/4c72dfef-104e-47da-9c8d-7af80e2f5afd/Aetna+plan+onboarding+mobile+web.png Past projects - Aetna plan onboarding - Project summary This research and content-led project spanned two program increments (PIs) from 2020 to 2021. The goal was to provide a digital experience that helped new and returning members better understand the full capabilities of what their health insurance plans offered. https://images.squarespace-cdn.com/content/v1/629cb50e06c4c610c4d84beb/98830043-fbfa-4688-a9f4-c860dc96afbf/Screen+Shot+2022-06-15+at+11.14.15+AM.png Past projects - Aetna plan onboarding - Problems to solve New and returning members had no digital resources to help them understand their new plan (what’s covered, how to find a provider, educational tips and more). The company wanted to reduce traditional mailings and brochures, which could save up to $500,000 annually per business unit. At the time, there wasn’t a support site that helped members find answers to common questions. This onboarding page was introduced to help reduce customer calls and build trust in our member website. https://images.squarespace-cdn.com/content/v1/629cb50e06c4c610c4d84beb/9182a560-3953-4eca-a7ce-4da9749e5a2a/5-+Medical+coverage.jpg Past projects - Aetna plan onboarding - My Content Design role I facilitated ongoing meetings with our digitalization team, their business stakeholders, product managers, engineers, and UX/UI designers. I held content framing sessions (Miro board shown here) that helped me gain alignment, build trust, and extract common themes that defined the user experience. The UX Manager chose my proposed design layout of the page. Because of the positive reception of my content framing sessions, content led the experience and wasn’t the afterthought it often is. https://images.squarespace-cdn.com/content/v1/629cb50e06c4c610c4d84beb/25f8f07b-87a1-4e21-bfad-798f547f8786/usability+testing+results+1.png Past projects - Aetna plan onboarding - Content-led usability testing I partnered with UX Research to develop test plans that focused on content usability, comprehension, and value. I observed all moderated usability testing sessions to understand how people reacted to the content presented to them. People read most of the content on the page. There was only one person who read only the headlines and no body content. I iterated content based on people’s feedback. https://images.squarespace-cdn.com/content/v1/629cb50e06c4c610c4d84beb/1b9a1ed9-bab5-4deb-8ef1-139c0d02f066/Getting+started+page+intro.png Past projects - Aetna plan onboarding - Challenges and opportunties New CMS had a high learning curve Built a content model to inform cross-functional teams how page is structured (content types, links, etc.) Limited availability of UX Research team Stakeholder input and feedback not aligned with Aetna Health’s Voice & Tone Guidelines Too many stakeholders brought in very late https://images.squarespace-cdn.com/content/v1/629cb50e06c4c610c4d84beb/f6f7fdbc-1cd5-4e7c-b278-ee5db46e42df/screencapture-health-aetna-getting-started-2024-11-15-16_56_05.png https://www.dtrancoso.com/projects/project-four-ndc3k monthly 0.5 2022-06-14 https://images.squarespace-cdn.com/content/v1/629cb50e06c4c610c4d84beb/50d8cf90-f763-4093-8950-8a68e73cbd61/Spectrum+Contact+us+mobile Past projects - Spectrum Contact Us page - Problems we solved Previously, this page only had links to other sites and didn't have easily accessible contact information. Also, customers weren’t able to find any answers to common questions about their Spectrum service without having to call in. Customers just had no way to help themselves instead of calling in—and who really wants to call customer service?! To help reduce a high customer service call volume and the overall cost of customer calls for the company, we added an FAQ section. These FAQs provided answers to common questions about cable service, weather outages, channel lineup, billing, and more. Our design process Our Design team collaborated with Product and Customer Service team leaders to understand what customers were frequently calling in about. The Design team visited a residential call center in St. Louis to listen in on actual customer calls. We talked to call agents in St. Louis to understand their own frustrations and concerns for customers. We incorporated both customer and call agent concerns into the FAQ section for the initial release. My role I, along with the UX Research team, interviewed several customer service leaders and reps in our St. Louis call center over a two-day intensive meeting. I also helped synthesize common trends and pain points from our interviews. I created all microcopy, headlines/page titles, local nav titles, initial FAQs and their supporting copy, links, and CTAs. Still in use today Spectrum's Contact Us page is public-facing and has been updated recently with some different FAQs, but the general structure is still there from our 2018 redesign. https://www.dtrancoso.com/projects/project-three-epb5g monthly 0.5 2022-06-14 https://images.squarespace-cdn.com/content/v1/629cb50e06c4c610c4d84beb/1654985010561-EJ1PJB6RX87WFHQ62EMY/rivendell_old.png Past projects - Rivendell Real Estate website https://images.squarespace-cdn.com/content/v1/629cb50e06c4c610c4d84beb/1654985683429-GVXPTG5Q951JPJKOLWOS/SiteMap.png Past projects - Rivendell Real Estate website https://images.squarespace-cdn.com/content/v1/629cb50e06c4c610c4d84beb/1654985757513-AM5IA1ICQSLENJ2TWXKM/Requirements.jpg Past projects - Rivendell Real Estate website https://images.squarespace-cdn.com/content/v1/629cb50e06c4c610c4d84beb/1654986590888-UXK32D583TK0W6XHPHRM/Rivendell_wireframe.jpg Past projects - Rivendell Real Estate website https://images.squarespace-cdn.com/content/v1/629cb50e06c4c610c4d84beb/1654987305991-PX35CWODNYWTA294XUP0/Invision_prototype.png Past projects - Rivendell Real Estate website https://images.squarespace-cdn.com/content/v1/629cb50e06c4c610c4d84beb/1654987763513-MFBIAFLKFKBVBZDJ4AJO/Screen%2BShot%2B2022-06-11%2Bat%2B4.47.26%2BPM.jpg Past projects - Rivendell Real Estate website https://images.squarespace-cdn.com/content/v1/629cb50e06c4c610c4d84beb/1655071990321-A66MX5IMEUZTF4OINQP9/Logos.jpg Past projects - Rivendell Real Estate website https://images.squarespace-cdn.com/content/v1/629cb50e06c4c610c4d84beb/30d7cb12-5528-4129-b7ac-c717c6ddabfc/rivendell_screenshot.jpg Past projects - Rivendell Real Estate website - Rivendell Real Estate A fresh website and brand redesign https://www.dtrancoso.com/projects/project-two-gd9zh monthly 0.5 2024-12-04 https://images.squarespace-cdn.com/content/v1/5ec321c2af33de48734cc929/1618497259178-6XJGK9GR6YAVBQL5L519/20140301_Trade-151_012-2.jpg Past projects - Spectrum billing redesign https://images.squarespace-cdn.com/content/v1/5ec321c2af33de48734cc929/1607694583486-2PQT0LQ193RL7MCB6DX4/20140228_Trade+151_0046.jpg Past projects - Spectrum billing redesign https://images.squarespace-cdn.com/content/v1/5ec321c2af33de48734cc929/1607694644871-IC85FNH781UNZSZEGHDR/Aro+Ha_0428.jpg Past projects - Spectrum billing redesign https://images.squarespace-cdn.com/content/v1/629cb50e06c4c610c4d84beb/b82ec501-efd2-4c2f-9bd2-2e2f4b1a0a80/Make+Payment+-+Step+1.png Past projects - Spectrum billing redesign Make a payment — step 1 https://images.squarespace-cdn.com/content/v1/629cb50e06c4c610c4d84beb/c906dcf9-e979-4338-be93-7057b0bcbf8d/Make+Payment+-+Step+2.png Past projects - Spectrum billing redesign Make a payment — step 2 https://images.squarespace-cdn.com/content/v1/629cb50e06c4c610c4d84beb/9713ee07-d826-49cd-85af-13a06bb1ec6b/Make+Payment+-+Step+3.png Past projects - Spectrum billing redesign Make a payment — step 3 https://images.squarespace-cdn.com/content/v1/629cb50e06c4c610c4d84beb/5c459646-14d7-459a-901f-2c955f565004/Make+Payment+-+Step+4.png Past projects - Spectrum billing redesign Make a payment — step 4 https://images.squarespace-cdn.com/content/v1/629cb50e06c4c610c4d84beb/1654717340084-EBW9C87PJXMGMI2VUWO7/Billing%2BDeadline%2BMessage.jpg Past projects - Spectrum billing redesign Payment window passed https://images.squarespace-cdn.com/content/v1/629cb50e06c4c610c4d84beb/e42da20d-5aa8-45e1-99ba-509f6c18a9fe/Make+Payment+-+Step+1.png Past projects - Spectrum billing redesign - Project summary Three billing systems were consolidated into one for spectrum.net, spectrumbusiness.net and the My Spectrum app. Our design team created a bill pay flow supporting all three customer footprints. UX writing was critical for customers since a mainframe backend system didn’t reflect real-time balances for the first iteration. Charter’s bill pay consolidation and redesign project spanned over two years. https://images.squarespace-cdn.com/content/v1/629cb50e06c4c610c4d84beb/245689b9-370c-44c8-8ad1-e744e033bc2c/My+Spectrum+App+-+Amount+Due.jpg Past projects - Spectrum billing redesign - Initial results Three months post-implementation: 11% increase in payment flow completion 4% increase in online billing usage 400% increase in auto pay enrollments after three months of usage data https://www.dtrancoso.com/projects/project-one-d389n monthly 0.5 2024-11-18 https://images.squarespace-cdn.com/content/v1/629cb50e06c4c610c4d84beb/cb04fb8f-fea3-48fa-8c0d-63589a02db8c/Aetna+Contact+Us+page+before Past projects - Aetna hackathon winner - What problems were we solving? The previous Contact Us page was an unorganized collection of phone numbers and addresses, so our members had a hard time finding the help they needed. Members didn’t have a way to find answers to common questions about their health insurance. The original page was sterile and uninviting. https://images.squarespace-cdn.com/content/v1/629cb50e06c4c610c4d84beb/6c5964fe-eeee-4ebf-99b7-89821d9af324/4+-+%28After%29+Contact+Us+-+2020+Hackathon+Winner.jpg Past projects - Aetna hackathon winner - The results We won the “Immediate Member Impact” category. Our Contact Us page inspired a new support page on the 2021 roadmap. Our promotion of Figma helped the Aetna Health Design Ops team move from Sketch to Figma. Although our design didn’t exactly follow brand guidelines, our dog was a hit and brightened everyone’s day.