Working within the Department of Veterans Affairs digital experience team to deliver accessible experiences that meet real Veteran needs through human‑centered design.

Leading with innovation and collaboration, I initiated efforts that improved workflow and user experiences, which were essential for smoothly integrating Broadly following the Vendasta acquisition.

ACCOMPLISHMENTS

Led the creative direction for integrating AI into Broadly’s web chat experience. My previous research in conversational design combined with Vendasta's AI-enhanced software resulted in a more intuitive and responsive chat experience.

Collaborated with cross-functional teams to develop and integrate OKRs and a unified product roadmap following the Broadly and Vendasta acquisition, resulting in a smooth transition of Broadly's Web Chat, Integrations, and inbox messaging.

Partnered with Vendasta product designers to improve collaboration methods across products, acquisitions, and large cross-functional teams, enhancing project alignment and efficiency.

Facilitated customer journey map sessions with sales, onboarding, and customer success teams to learn how Broadly’s direct sales strategy could be integrated into Vendasta.

Led a team of designers in the first Vendasta product team dedicated to creating innovative solutions for local service-based businesses, such as home services, pet services, and auto repair shops.

(Acquired by Vendasta)

While handling the day-to-day UX/UI design responsibilities vital for product success, I also guided product planning and helped nurture a transparent and healthy remote team environment.

ACCOMPLISHMENTS

Designed and executed Broadly’s first product-led growth initiative, creating a more cost-effective and sustainable acquisition funnel that complemented our well-established direct sales pipeline.

Balanced design and strategic planning within an agile engineering team, ensuring timely project delivery through a collaborative and respectful team environment.

Introduced a theme-based roadmap to visualize the interconnection of our projects, resulting in improved product storytelling and clarified project interdependencies.

Collaborated with marketing, onboarding, and customer success teams on prototypes, surveys, interviews, and usability tests, resulting in a customer retention rate of over 98%.

Directed the research and visual design of a mobile-first quote and invoice system, enabling over 2,000 home service technicians to seamlessly estimate, invoice, and request reviews on the road, significantly boosting efficiency and customer engagement.