# Marla Olsen > Product/User Experience Designer: eCommerce, Financial Services, Enterprise Learning | Design Team Lead Location: Menlo Park, California, United States Profile: https://flows.cv/marla • Seasoned—but not salty—user experience/product designer with 15+ years in the field—with a proven record of quantifiable successes. It ain't my first time at the rodeo, so I bring a wealth of experience across a wide variety of projects, companies, and industries. • Extensive experience and focus on e-commerce—but also experienced in the financial services industry and enterprise e-learning—focusing mid-size to larger companies, but with start-up and consulting experience as well. • Wear enough hats that I need to duck going through doorways. Core strength is product/user experience design, but also excel at visual design, content strategy and copywriting, user research and traffic/data analytics; acted as an interim product manager, have coded in the past; not to mention having a strong understanding of business, and proven leadership skills. • Other core competencies include: product strategy, go-to-market strategy and execution, product launches, funnel conversion optimization, shopping cart conversion optimization, acquisition campaigns, retention campaigns, information architecture, AI and machine learning-assisted experiences, accessibility design, project management, cross-functional team leadership, design mentoring. • Come up with elegant solutions to design/business problems large and small, across a huge range of businesses: from start-ups to Fortune 500 companies, from regulated financial services industries to Hollywood studios, from small optimizations, to being a miniaturist optimizing Yahoo!’s search results page, to integrating multiple brands into a cohesive whole across multiple platforms. ## Work Experience ### Product Design/User Experience Consultant @ Unknown Jan 2020 – Present | Menlo Park, California, United States • Transform client websites, mobile web, and mobile apps using Agile UX, Lean UX, and traditional new product development techniques. • Analyze market and user research, as well as analytics, to develop effective product strategies and product innovations. • Can also provide content strategy and develop engaging and effective copywriting, as well as visual design. • Vet solutions via usability testing, and ensure accessibility. Projects include redesigning store pages and checkout flows for Lumens.com (formerly Y Design Lighting), where I enhanced product presentation, clarified information needed for product purchase decisions, and streamlined flows. Introduced a new design language for Lumens.com and subsequent redesigns, elevating visual appeal and usability. ### Senior UI/ UX Designer @ ServiceNow Jan 2023 – Jan 2024 | San Francisco Bay Area • Lead designer of a small team focused on upgrading their Now Learning training and education site to a B2C-level of experience. • Developed AI-assisted learning help, and AI-assisted customer service support. • Changed UX process from a reactive one to a proactive one, and persuading business stakeholders to move from an engineer-focused approach to more strategic and customer-driven approaches. • Coached and mentored to level up UX team members. ### User Experience Architect @ Charles Schwab Jan 2021 – Jan 2022 | San Francisco Bay Area • Worked with Schwab Intelligent Portfolio/Schwab Intelligent Income group to help people use robo-advisers to invest for retirement and other life goals; helping retirees manage withdrawals from their retirement savings to maximize their incomes without running out of money. • Provided product visioning consulting work to a related team. • Helped extend multi-platform design system to evolve new components. ### Principal User Experience Designer @ Shutterfly, Inc. Jan 2015 – Jan 2020 | Redwood City, California, United States • Redesigned the wall art product creation tool, improving the customer experience. • Spearheaded Shutterfly’s pilot project for sitewide accessibility. • Launched new line of wedding albums, designing both front-end site and back-end tools, generating $40 million in annual new revenue. • Strategically redesigned Shutterfly’s order history pages to provide clearer status updates, resulting in a significant 3 percent reduction in customer service calls, resulting in low six-figure annual cost savings. • UX strategy and design consultation for an affiliate brand, BorrowLenses, enhanced their equipment rental process, increasing conversion. • Acted as product manager to backfill when positions were vacant. ### Lead User Experience Designer @ Shutterfly, Inc. Jan 2009 – Jan 2014 | Redwood City, California, United States • Oversaw the implementation of the “Shutterfly 3.0” initiative, strategizing a three-year vision for improved customer experience. • Significantly improved the shopping cart experience using site analysis, customer data, and competitor research. Redesign improved previously under-performing checkout conversion from 54% to 90%+ while handling $1.1B in transactions annually. • Submitted patent for new UX design, enabling a multi-recipient checkout process. Foundational design for later phased improvements. • Transformed Shutterfly’s photo book creation tool, improving the user interface and adding new areas of functionality. ## Education ### Bachelor of Arts in Political Science University of California, Berkeley ### Professional Certificate in Visual Communications and Graphic Design UC Santa Barbara Extension ### Continuing education in film and interactive multimedia The American Film Institute ### Instructor development courses UCLA Extension ### Continuing education in film and interactive multimedia UCLA Extension ### Remote Pilot 107 Certificate Training Pilot Institute ## Contact & Social - LinkedIn: https://linkedin.com/in/marla-olsen - Portfolio: https://marla-olsen.webflow.io/ --- Source: https://flows.cv/marla JSON Resume: https://flows.cv/marla/resume.json Last updated: 2026-04-13