Product Research

Investigated businesses opportunities & listened to users. Then prototyped solutions for testing and further validation.

Site Map & Wireframes

Conducted competitive analysis, comparative studies & usability heuristics.

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Software Prototypes

Architected, wireframed and built clickable prototypes for product validation.

Chat UI

Launched conversational inputs & guidance presentation layers in the first 4 months.

41.6%

Increased Inbox Task Completion 41.6% in 12 months

(1/2019 -1/2020)

53.8%

Increased Number of Monthly Inbox Users 53.8% in 12 months

(1/2019 -1/2020)

252%

Increased Google My Business task activity 252% in 12 months

(1/2019 -1/2020)

Test Flows

Led innovation efforts, collaborating with stakeholders and SMEs to prototype, test and validate user journeys and new product advancement across all solutions.

User Testing

Established and managed UserTesting vendor relationship and orchestrated test plans. Directed team responsible for conducting over 100 annual tests and audits that generated quantitative data and qualitative insights.

Mobile Ecommerce

Surpassed 1st month mobile sales goal within first 72 hours and grew mobile orders to 12% of all digital sales within 6 months.

UX Reviews

Identified opportunities across 8 high-priority areas and tracked the business impact of UX improvements over 9 quarters. Saw 80%+ of recommendations implemented within 6 months.

Information Architecture

Distilled and reorganized site content

New Approaches

Introduced inline address lookup, removing modal flow friction.

Weekly Design Sprints

Introduced the sprint as a five-day process for answering critical business questions through design, prototyping and testing ideas with customers.

5 Days

Cut the average validation cycle duration from 45 to 5 days

15 Hours

Decreased the average validation cycle design labor effort from 120 to 15 hours.

30 Tests

Increased the number of validation cycles from 4 to 30 tests over 90 day period.

Design Sprint Process

Responsive Design

Owned responsive design from initial prospect address lookup to customer confirmation.

Online Promotion

Prepaid card Small Business promo was credited w/ biggest sales quarter for online units.

Screen Design

Acted as a player-advisor in the redesign of the CenturyLink Small Business website.

Acquisition Tools

Designed initial grader solution and directed design team responsible for successfully evolving grader user experience and the organization's primary acquisition funnel.

Wireframes

Architected site and created low-fidelity screens.

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Surveys & Analysis

Built and analyzed customer surveys including light ethnography, needs assessment, price structure, and price models more.

Process Improvements

Developed design brief intake and implemented process improvements to drive organization and team efficiency.

Collaboration

Managed client relationship and orchestrated team responsible for Loews Hotels Biggest Day Ever Generating $1,365,580 in Total Revenue.

Advocated for brand integrity, best practices, and ensured 100% client satisfaction throughout all phases

Web-based Design Systems

Standards Team architected, built and managed the design library for Quantum Fiber and CenturyLink. Received 4.1 (out of 5) usefulness rating from our internal customer teams.

Entrepreneurial

Conceived, designed, and launched a predictive marketing strategy platform that forecasts ROI. Then founded Hatch and successfully completed the 2016 MergeLane accelerator.

Icon Libraries

Standardized styles, patterns, components and icons.

Multi-Channel Programs

Designed multi-touch experiences and delivered Rollover, Retirement, & Advisor programs across email, direct mail, printed materials, & websites on-schedule & on-budget.