# Cassondra Hegyes

> Senior Product Designer | Complex Workflow Systems  |  Multi-Role B2B SaaS  |  Operational Platforms

Location: San Francisco Bay Area, United States
Profile: https://flows.cv/cassondra

Senior Product Designer specializing in complex B2B SaaS platforms and operational workflow systems where clarity, measurement, and system reliability directly impact revenue performance and operational efficiency.

I design multi-role SaaS products spanning operational B2B platforms and customer-facing self-service experiences, including quoting systems, pricing tools, multi-step decision flows, and role-based dashboards. These systems serve customers, operators, vendors, and internal teams simultaneously, so I design clear ownership models, lifecycle states, permissions, and exception handling that keep workflows predictable across roles.

At Ship Smart, I led a full platform transformation, building the company's first structured UX practice from scratch and shipping three interconnected products over four years: 

· Product Operating System: platform-wide interaction models, lifecycle logic, and a conversation and routing system built from analysis of 2,783 live chat transcripts 
· Ship Smart Central: multi-role SaaS workflow platform for vendor coordination and lifecycle tracking 
· Move Cost Calculator: self-service pricing and quoting system

This work resulted in: 
· 173% increase in digital engagement 
· 41% YoY chat bookings 
· 38% YoY chat revenue 
· 60% reduction in support demand 
· $5.86 saved per support call 
· Vendor compliance 40% to 92% 
· 24% quote completion increase 
· 18% conversion increase 
· ~30% year-over-year revenue growth

I introduced KPI instrumentation across quoting workflows, lifecycle transitions, vendor coordination, and engagement behavior, aligning UX decisions with measurable business outcomes where none existed before.

I partner closely with product and engineering to ship end-to-end features while shaping system behavior before development begins. I also expanded into a design lead role for the website redesign, directing a design team to execute against my creative direction and UX vision.

Core strengths: Systems and Platform Design · Workflow Architecture and Lifecycle Modeling · Operational Dashboards · KPI Definition · Cross-Functional Product Leadership · Design Systems and Pattern Governance

Before SaaS, I co-invented and scaled a consumer product to Target, Home Depot, Amazon, and Nordstrom, then transitioned to IP licensing. Working across manufacturing, supply chain, and compliance is where systems-first thinking became foundational to how I approach product design.

Good UX is good business when systems work clearly and reliably for the people who depend on them.

## Work Experience
### Senior Product Designer @ Ship Smart Inc.
Jan 2020 – Present | Santa Cruz, CA
Led design across a multi-sided logistics SaaS platform, coordinating workflows across customers, operations, vendors, and support simultaneously. Built the company's first structured UX practice from scratch, establishing the lifecycle models, interaction patterns, and design system standards that unified the platform across all product surfaces.

Expanded into a design lead role for the customer-facing website redesign, defining the creative direction and UX vision and directing a design team to execute against that foundation.

Key outcomes:

· ~30% year-over-year revenue growth through improved workflow clarity and system reliability
· 173% increase in digital engagement through the conversation and routing system built from 2,783 transcript analyses
· Vendor compliance from 40% to 92% through role-based workflow platform design
· 24% increase in quote completion and 18% increase in conversion through self-service quoting redesign
· 60% reduction in status-related support demand  
· $5.86 saved per support call
· 17% increase in CSAT through predictable, lifecycle-driven system design

Platform and systems scope:

· Introduced KPI instrumentation and funnel tracking across quoting, lifecycle transitions, vendor coordination, and engagement behavior
· Unified fragmented workflows into a shared system of record across four simultaneous user types
· Designed a conversation and routing system built from behavioral analysis of 2,783 live chat transcripts, turning a passive support channel into an active acquisition tool
· Defined lifecycle states, ownership transitions, and permissions logic governing quoting, fulfillment, and vendor coordination
· Built operational dashboards and internal tools supporting multi-role workflows
· Established reusable interaction patterns that improved product scalability
· Partnered with Product and Engineering to shape roadmap priorities and workflow automation

### Senior Product Designer @ Bloomers Island®
Jan 2013 – Jan 2019 | Venice, CA
Led 0-to-1 product development from concept to national retail distribution, owning design, manufacturing governance, safety compliance, and IP licensing across a complex multi-party operational system.

Impact:

• Scaled product from prototype to national retail: Target, Home Depot, Amazon, and Nordstrom

• Transitioned business model from direct retail to scalable IP licensing

• Balanced design decisions against margin targets, supply chain constraints, and regulatory requirements

• Co-Inventor on 3 U.S. Patents: USD724480-S, US10499569-B2, US11324170-B2

Platform & Operational Scope

• Directed product architecture from concept validation through manufacturing and global distribution

• Coordinated domestic and international production partners within safety and compliance constraints


• Structured scalable product documentation and operational systems to support licensing and long-term growth

### Special Project Manager @ Joint Merchant, Ltd.
Jan 2015 – Jan 2015 | Nashville, TN
Designed and implemented manufacturing governance systems to improve safety, quality control, and production scalability.

• Established raw material vetting standards and supplier qualification processes aligned to safety and compliance requirements

• Designed and documented end-to-end manufacturing workflows and operational procedures

• Tripled production capacity while reducing costs by 50% through process restructuring and equipment optimization

• Built and implemented standardized operating procedures (SOPs) across teams

• Hired and trained production staff to support scalable operations

### Operations Assistant Manager @ Ship Smart Inc.
Jan 2009 – Jan 2012 | Santa Cruz, CA
Managed multi-party logistics operations and client relationships within a high-volume shipping environment.

• Coordinated shipments across vendors, carriers, and customers while maintaining budget and profitability targets

• Led final pricing negotiations and revenue optimization discussions with clients

• Contributed to increased overall profit margins and doubled individual performance quotas

• Consistently ranked among top revenue contributors

• Mentored new team members and supported departmental process consistency


## Education
### Master of Science - MS in User-Centered Design
Brandeis University

### Master of Arts - MA in Industrial and Product Design
San Francisco State University

### BA in Film and Digital Media with a minor in Sociology
University of California, Santa Cruz

### Highschool diploma
Santa Monica High School


## Contact & Social
- LinkedIn: https://linkedin.com/in/cassondrahegyes
- Website: https://www.CassondraHegyes.com

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Source: https://flows.cv/cassondra
JSON Resume: https://flows.cv/cassondra/resume.json
Last updated: 2026-04-05