● Designed an AI integrated smart assistant that allowed customers to prompt an LLM about their assets, costs, and risk analysis

● Established company’s first customer research program, streamlining participant recruitment and accelerating access to high-quality customer insights.providing a way for product teams to directly survey, interview, and communicate with customers

● Managed and refactored design system, streamlining and remaking components, redefining variables and tokens, and ultimately redefining pattern library to work with Tailwind 4 and ShadCN.

Autodesk Account

User experience designer for Autodesk Account, the personalized account experience for customers to find and manage their products, licenses, users, seats, and support tickets.

● Launched Autodesk’s first native support case management app, giving customers real-time visibility into their issue status, implementing enterprise level privacy requirements reducing privacy support tickets by 10.2% and addressing customer needs of navigation and findability, readability, and modernization.

● Led strategic end-to-end messaging strategy, aligning parallel teams in best practice definitions creating a consistent mental model for teammates and customers while auditing and managing notification content, and ultimately enhancing notifications as a centralized place to manage messages, reducing projected support tickets by 15%.

● Improved Salesforce + Client Financial Services (CFS) workflows through cross-functional collaboration with sales, client services, and engineering teams, streamlining fragmented data input to achieve a 100% reduction in rejected cases, cut agent handling time by 30%, updating Salesforce Classic patterns to SLDS 1 and SLDS 2.

● Redesigned the support ticketing creation process for enterprise admins, consolidating nine fragmented forms into one, meeting compliance standards with client services team, streamlining the front-end experience, and ultimately reducing creation effort by 83%.

Customer Success

User experience designer for Autodesk's web experience with emphasis on post-purchase help and support.

● Defined a 3-year IA strategy to unify Autodesk's most-trafficked web properties under a shared IA and navigation model, resulting in 4.2M additional monthly cross-traffic and a 6% sales increase.

● Improved customer effort score in site search by 39.8% by designing Autodesk’s first universal, predictive, smart search system uniting four different platforms, serving over 30 million monthly users.

● Simplified customer effort of creating a support case by a 32% of time savings by defining faster, more direct methods of getting customers to support ticket creation via the chatbot assistant.

● Explored early AI integrations in 2019 to replace traditional search paradigms, conceptualizing smarter entry points to increase customer engagement with search.

● Improved AI assistant engagement and support ticket conversion by optimizing conversation flows and content hierarchy.

● Redesigned chatbot entry and flow logic, resulting in higher AI assistant engagement and measurable reduction in support ticket abandonment.

● Increased help and learning content pageviews by 19.2% by improving visibility, comparison, and comprehension of support offerings and product requirements through enhancements in content hierarchy, layout, IA, and information design.

Autodesk Knowledge Platform

User experience designer on the Autodesk Knowledge Network. The support, learning, and community base for Autodesk's 100+ products and includes millions of support articles, documentation articles, forums, and self-publishing tools for customers to generate their own content as well as a screen recorder app and AI bot for users to find help. Also, part of a team that is unifying the different properties of Autodesk into a single global interface.

● Served as a hybrid designer–product owner for a 0→1 B2B/B2C marketplace, driving a 382% increase in partner revenue.

● Designed and prototyped an audio editing feature for screen capture product, overcoming initial team skepticism and earning a peer-nominated award for innovation and collaboration.

● Decreased average moderation time by 75.7% by designing in close collaboration with content strategy stakeholders an internal tool to moderate and manage customer contributed content.

● Built a scalable self-service content platform that empowered customers to publish over 1.2M articles in 4 years, dramatically expanding help content coverage.

● Increased help and learning content pageviews by 19.2% by improving visibility, comparison, and comprehension of support offerings and product requirements through enhancements in content hierarchy, layout, IA, and information design.

Designed and conceptualized OpenTV’s (and industry’s) first 4k television user interface, earning interest from Dish Networks and winning best of show at IBC 2013. Designed iPad and iPhone concepts in collaboration with NAGRA Labs to crowdsource and display movie/tv show meta-data during leanback experience.