I take abstract concepts and transform them into desirable and profitable Saas products. Whether discussing with the COO, internal teams, or patients, I always deliver accessible, systematic, and scalable experiences. The key to my success is 1.
Experience
2023 — Now
Created Sephora's 1st internal commerce service platform tools (aka Mirror & Client Care Collection) to track fraudulent activity and troubleshoot returns, payments, and other order inquiries.
Business Impact:
1. Pivot towards greater business growth - moving away from an outdated monolith platform (ATG) in Oracle to a customized internal Saas tool that will scale.
2. Simplifying communication gaps and workflow processes - creating a holistic and unified experience for customers service, fraud, warehouse distribution centers, and FSC teams by removing redundant features and streamlining tools.
3. Increase team productivity and decrease cost per calls - an increase in software accessibility and function should decrease wait call times, equip customer service teams to solving client inquiries in record time, and less time troubleshooting or scheduling call backs.
Launched Pilot Sept 2024
2022 — 2023
Created Sephora's 1st inventory app - Store inventory Management (SIM) for US & CAN stores operations in 6 months. The SIM application provides a simple interface for a Sephora employee to complete inventory functions including product look ups, inventory removal, and keeping track of shipment from the distribution center.
UX Methods: wireframing, continuous feedback, user interviews, field tests.
Solve:
Stores can complete inventory functions in ONE IOS App. The old process required switching between 2 devices, 2 systems, 2 reporting tools.
Impact:
During testing, we surveyed the same users in March and in July and found 92% still agree SIM is preferred to the legacy scan gun.
By the pilot launch in Aug 2022, We saved 20,000+ operational hours, increased task force efficiency up to 88%, reduced labor by .12%, and freed $350K+ labor costs to reinvest in sales support.
Sephora Global leaders reported 96-99% overwhelming support and praised the new process as extremely intuitive. Sephora saves $62k/yr scan gun contract for retail locations (US & CAN)
Future:
Incorporating enhancements, addressing iphone issues, and translating to French language.
2020 — 2021
Weill Cornell Medicine
Lead all design effort for patient, providers, and administrative personas in all features including but not limited to food tracking, telemedicine, messaging, and EHR.
Initiate and Drive user research (moderated and unmoderated user test, multi-variable testing, etc), define problem and hypothesis statements.
Facilitate workshops with engineers and product managers to consolidate user journeys, problem statements, hypotheses, define scope, and then execute design solutions with wireframes, prototypes, and final UI.
Enhance and use existing Design System components, while also developing new components to deliver the best and consistent user experience and support the growing needs of the product and align to the Brand identity.
Palo Alto
Executed a mobile-responsive dashboard for COO , CTO, CEO with interactive live data visualizations that report on TIBCO APIs, customers, revenue, and more. We transformed complex business objectives into clean and simple specs through multiple iterations, user-testing, and prototyping using agile methodologies.
Purpose: To connect executives with live data on health of all TIBCO Saas enterprise products, providing key analysis for executives to support partners, present accurate information at board meetings, and plan essential business decisions for the future of the company.
Other responsibilities
Established an internal UX style guide library and initiated UX guidelines for conversational UI, responsive web, data visualizations, interactions, etc.
Led workshops for UX best practices with Sketch, Invision, and designer-developer handoff
2016 — 2017
Supervised projects and gave designers feedback as a Project Lead.
Collaborated with the creative director to discuss objectives, approve designs at each stage, ensure deadlines were met, grammar was correct, and proper files were prepared for print.
Presented creative briefs to and corresponded with clients to make changes as necessary.
Utilized Wacom tablet with adobe software to design posters, logos, and other miscellaneous projects for Pizzaria Delfina, Lawrence Livermore National Lab, Hayward Neighborhood Community Gardens, and the Administrative, English, Music, and Theater Department at Las Positas College.
Education
UC Irvine
Bachelor of Arts - BA
National University of Singapore