• Established a product design system to increase productivity, communication between teams, quickly launch prototypes to test and validate, consistent design patterns and improve the overall user experience.

• Streamlined the user experience of the customer relationship management (CRM) tools for live chat, contract management, data moderation and client listing management through data-driven decisions, user interviews, user observations and prototype testing.

• Simplified and refined the business “card” listings user interface by removing clutter, adding clarity and focus. Provided design prototypes for desktop and mobile platforms for user testing. Made iterations based on user feedback and data analytics.

• Improved customer service with an elegant customer support widget system that takes the user through a step-by-step flow to understand their needs and get the proper assistance through a phone call, text or web chat.

• Partnered with product and data to identify top user problems with the photo viewing experience and then lead and produced a complete refresh of the photo viewing experience that increased photo views by 100% and drove a 15% increase in print orders.

• Consolidated inconsistent design patterns and increased team efficiency by creating a unified product design system that is paving the way for the design and engineering teams to make rapid iterations and prototypes.

• Simplified the experience for personalizing a photography website by prototyping multiple design iterations, ran user testing sessions and creating a final design spec to aim for 300% increase in the number of new customers who personalized their website.

• Hired and build a product design team to deploy dozens of online higher education tools and services. Implemented design critique sessions, performance reviews, real-time design feedback and new project kick-off sessions.

• Managed a marketing design team in Seattle that produced viral how-to videos and infographics to insure a consistent online experience across the entire user journey.

• Collaborated closely with CEO, CTO and other stakeholders to setup organization and design roadmaps, applied changes based on feedback & data and continuously adapt due to ongoing education industry changes.