# Michael Palmer > Senior Product Designer at Qualtrics Location: Seattle, Washington, United States Profile: https://flows.cv/michaelpalmer Detail-oriented, data-driven product designer focused on enterprise SaaS administration. Background in documenting SaaS products and program management. Also heavily focused on defining and measuring success metrics through analytics tools. Specialties: UX, Design thinking, Prototyping, Wireframes, Journey mapping, UX copywriting, Enterprise administration, User and permission management, SaaS, Github, Mixpanel, JIRA, HTML, CSS, JavaScript ## Work Experience ### Senior Product Designer @ Qualtrics Jan 2025 – Present | Seattle, Washington, United States ### Product Designer III @ DocuSign Jan 2023 – Jan 2025 | Seattle, Washington, United States Led redesign efforts for the external-facing admin tools homepage ($240M ARR), providing a clearer value proposition and increasing engagement and adoption by 18%. Designed a cross-platform tool to manage 20+ granular permission for the DocuSign Admin product, directly addressing a major customer's renewal concerns. This closed a deal for $27K GNMRR ($27K per month for the upsell) added to what became an over $1.4M annual contract value. Implemented an enterprise subscription management tool, enhancing visibility across hundreds of accounts for thousands of users. This reduced internal account management costs by an estimated $200K annually. Collaborated closely with product management and engineering to refine and optimize the DocuSign for Google Workspace integration, resulting in improved CSAT scores and a 9% reduction in associated support cases. ### Product Designer II @ DocuSign Jan 2021 – Jan 2023 | Seattle, Washington, United States Developed a wide variety of rapid iterative testing and evaluation prompts and interactive prototypes, collecting qualitative feedback from dozens of users. Partnered with UXR and Product Management to analyze and interpret user feedback, leading to actionable insights that directly informed product improvements and user experience enhancements. Collaborating with stakeholders, I owned the detailed mapping of a 102-step customer onboarding process, using my subject-matter expertise. This map facilitated internal discussions within the product teams. I also produced a more succinct version for the purpose of training our internal teams. ### Senior Content Designer @ DocuSign Jan 2019 – Jan 2021 Owned all UI copy and product documentation for internal and external admin experiences, supporting enterprise customers and internal teams such as sales, customer success, and professional services. Utilized card sorting, treejack, and A/B testing techniques to gather quantitative data, guiding key information architecture decisions. This strategic approach boosted underutilized feature adoption by 23% and significantly reduced associated churn. ### Content Designer @ DocuSign Jan 2018 – Jan 2019 | Greater Seattle Area Promoted within 12 months due to exceptional performance. Audited and updated top error strings in the external-facing DocuSign Admin product UI, resulting in an 8% decrease in related support cases over 12 months and an estimated annual cost savings of $100K. ### Program Manager @ DocuSign Jan 2017 – Jan 2018 | Greater Seattle Area Implemented and managed a new search provider for the DocuSign Support Center, improving search quality, increasing the self-service rate by 9%, and improving customer engagement scores by over 30% YoY. ### Content Analytics Manager @ DocuSign Jan 2015 – Jan 2017 | Greater Seattle Area Leveraged data from Salesforce reporting, Mixpanel, Crazy Egg, and Google Analytics to predict customer needs and provide self-service resources, providing over $1MM in savings from call deflection annually and increasing the self-service rate by 15%. ### Content Writer @ DocuSign Jan 2014 – Jan 2015 | Seattle, Washington Wrote, edited, published, and curated customer-facing content on the customer support site, monitoring content health and providing actionable insight using Google Analytics. ### Technical Writer @ WDS Global Jan 2011 – Jan 2014 | Kirkland, WA Streamlined the authoring process by creating templates and style guides, reducing errors and increasing productivity on the content team by 36% YoY. ### English Second Language Instructor @ IEC Jan 2010 – Jan 2011 Planned and gave lessons with long-term goals in mind to Japanese elementary students. Communicated effectively with Japanese staff at three Japanese public schools and worked together to achieve educational goals. ### English Second Language Instructor @ AEON East Japan Jan 2009 – Jan 2010 Worked closely with students of varying ages and skill levels to improve English. Taught conversation and business English classes. ## Education ### BA in Technical Communication, Visual Communication Design Eastern Washington University ## Contact & Social - LinkedIn: https://linkedin.com/in/michaelbpalmer - Website: https://michaelpalmer.design --- Source: https://flows.cv/michaelpalmer JSON Resume: https://flows.cv/michaelpalmer/resume.json Last updated: 2026-02-23