Worked on experiences for all customers part of the shipment lifecycle experience—from shippers to carriers and even sales and operational teams.

Designed and launched a pivotal service tool for operations teams to move from a shared service model, to a dedicated service model. Helped improve customer service, minimize time to resolve exceptions on shipments, and optimization of our operational teams. Conducted feedback sessions to make product iterations after launch.

Utilized research to guide the product vision for the future of internal tools for Convoy's operational teams. Helped define a roadmap that would minimize disruption to existing service quality for shippers and carriers, while balancing the need to minimize working time per shipment and improve service efficiency. Led multiple stakeholder workshops, participatory design sessions, low fidelity designs/prototypes, and design reviews to maintain alignment across a large group of stakeholders.

Partnered closely with product to explore a new customer segment for Convoy. Efforts resulted in the definition of a multi-quarter roadmap, product vision, and strategy for how we acquire new customers by meeting their unmet needs. Conducted research with multiple carriers and internal carrier sales representatives to pinpoint how our technology team can improve the service they receive not only from self-service technology, but also human service providers.

Focused on developing self-serve web experiences for enterprise shippers to manage, track, and assign carriers their shipments. Multiple product launches grew weekly active users from 19% to 40%. Navigated the complex world of conducting user research with enterprise customers at a variety of companies. Synthesized multiple research efforts into findings that contributed to the product vision and strategy of the self-serve website for shippers.

Conducted user research with internal sales and account management teams that was foundational to Convoy's vision for creating better relationships with shippers. Research clarified what the cross-functional team's priorities, roadmaps, and vision would to help Convoy win more shipment volume.

Driving design vision and execution of automated data entry experiences to help ~30M customers enter tax info into TurboTax each year.

Taking a systems approach to extending Image Capture (OCR), Document Upload, and Import to efficiently expand automated data entry feature set across all TurboTax product offerings.

Worked with cross-functional partners and centralized teams to release several experiences responsible for decreasing time spent working on taxes and inaccurately entered data.

Working on a collaborative team of product designers, content designers, product managers, engineers, business analysts, and tax experts to deliver simplified core tax experiences.

Developed detailed user flows and high fidelity mockups, to deliver improved and reimagined experiences. Continually maintaining on-going design iterations and documentation.

Responsible for designing TurboTax experiences spanning across Document Management and Storage, Automated Data Entry Experiences, and Premier Product.

Driving design for 2 key business initiatives, by understanding the customer to create initial concepts, all the way through final implementation for tax season. Developed communication and storytelling skills through design and product reviews with Directors, VPs, Senior Leadership, and other key stakeholders.