Client: PTC
• Collaborated with engineers and product managers to redesign the legacy license management platform for PTC. Drove the discovery by conducting 12 interviews, 4 stakeholder workshops, competitor analysis, UX audit, and analyzing VoC data.
• Streamlined the self-service experience and improved findability by restructuring the information architecture, introducing a customizable license table with advanced search/filter capabilities, and optimizing the dashboard which led to 46% increase in task completion rate and a projected 61% reduction in customer support costs.
• Modernised the dated components, interaction patterns and improved consistency in processes with introduction of guided flows which boosted customer satisfaction by 38%.
• Created a high fidelity prototype in Figma, planned and executed remote usability tests on the prototype, analyzed the findings along with the team, and made relevant UX improvements.
Client: State of Connecticut
Streamlined complex, time-consuming civic compliance activities by modernizing the digital ecosystem and standardizing workflows which reduced the total page count from 500+ to 180 and led to 30% increase in compliance activities.
• Collaborated with a large full-stack engineering team in an Agile environment to ensure successful implementation of responsive web and mobile designs. Maintained and made additions to a large design system powered by Salesforce.
