Designed and directed user experiences for multiple in-house Netflix products, including:
•A/B testing and experimentation platform
•customer-facing Help Center
•customer messaging platform
•creative campaign manager
•dynamic and programmatic ad creation tool
•Facebook ad bidding/placement tool
•digital asset manager and creative review tool
INTERACTION DESIGN
Organized, clarified, collaborated, and communicated across a diverse cross-section of roles and multiple teams. Balanced business goals, technical constraints, and user needs for all features launched. Designed complete product tools from scratch, including a learning & development (L&D) delivery and assessment platform, a content management system (CMS) for agent- and customer-facing knowledge base, and more (see list of supported products above).
PM
Created product visions for the A/B testing product, a creative campaign management tool, and a scalable reusable content management system. Ensured user needs were represented in all facets of the product features that were released. Managed expectations of stakeholder and engineering teams so that products would be built in a way that makes sense to all parties involved, tradeoffs were agreed-upon as needed, and everyone was aligned.
USER RESEARCH
Conducted user interviews to increase understanding of workflows, goals, and constraints of our users. Summarized findings into easy-to-interpret documents for consumption by engineers. Conducted focus groups and side-by-sides with call center agents to better understand their workflows, crowdsource top-of-mind concerns, and to observe usability challenges in the tool.
VISUAL DESIGN
Defined different visual design systems for different teams (based on their infrastructure and user base). Standardized visual design systems for existing products. Also created iconography, icon font assets and associated CSS files, and spec documentation for ease and clarity of communication.