(some) Work Examples

Established UX as a core discipline, developed processes, and pioneered CRO services, scaling them across multiple accounts. Built a UX team of 10, driving innovation, elevating design standards, and fostering a design-thinking culture. Created UX deliverables like process flows, prototypes, and oversaw the creation of a design system for our suite of internal products, to enhance design communication and implemented UX research to refine user experiences and improve collaboration.

Lead UX Designer and Researcher

Built and led the UX team, fostering a design-thinking culture and mentoring five direct reports across product teams. Drove innovation by designing and testing a conceptual data mining tool and designing interactive visualizations to uncover user needs and guide strategic decisions. Streamlined feature delivery within Agile sprints, enhancing collaboration and product development efficiency.

Led UX research and design of the Ads platform, modernizing user interfaces and improving task efficiency for key business segments. Designed and tested new bidding strategies, optimizing adoption and driving revenue growth. Revamped Ads notification framework through workshops, user research, and cross-team collaboration, enhancing user experience and operational efficiency. Streamlined UX-engineering workflows by introducing new design tools and fostering alignment.

Audited the user switch flow to identify optimization opportunities, focusing on increasing subscriber conversions. Simplified the process by reducing steps and optimizing tasks based on e-commerce best practices, and enhancing usability through new functionality and optimized user interface.

Proposed and developed a Voice User Interface (VUI) concept that garnered client recognition for driving innovation in AI-driven interactions, improving accessibility and user engagement. Led research to enhance the drive-thru experience for a global client by exploring the integration of virtual assistants for seamless, touchless ordering and payment, ensuring a natural, intuitive user flow. This initiative expanded into a deeper analysis of Virtual Assistants (VAs), focusing on how AI can deliver omnichannel experiences, improving personalization, user satisfaction, and operational efficiency. Evaluated the potential of AI to adapt to varying user needs while maintaining transparency and trust, ensuring that AI-driven solutions are not only functional but also user-friendly and ethical in real-world scenarios.

I conducted service model mapping to identify pain points and design solutions that streamlined operations for key business products. By integrating siloed systems, I created seamless user experiences that reduced agent demand and processing times. I leveraged native mobile technology to improve auto claim accuracy, decrease agent workload, and speed up claim processing. Additionally, I enhanced cross-team communication to improve alignment, ensure better adherence to project timelines, and eliminate redundant workflows. Ultimately, I led digital platform enhancements that transformed the user experience and optimized service models for State Farm's key products.

I researched the user experience of checking in to pick up a mobile order and identified that the client’s app had a dated, cumbersome ordering process. Seeing the need for greater efficiency, I independently redesigned the ordering functionality, applying human factors principles and current design trends to create a faster, more user-friendly experience optimized for mobile device constraints.