•Led the design of Salesforce Marketing Cloud and Vibes Integration,
enabling marketers to use Vibes services in their multichannel journeys.
Interviewed potential customers, designed personas, task flows, user
journey and conducted user testing sessions using Invision. Used
React Lightning components to deliver the final designs. Added new
customers and Increased retention rate.
•Redesigned the Push Admin app to make it customer facing, thus
moving towards a more self-serve model by giving them the ability to
add and manage apps on their own.
•Designed an Internal tool for Customer Care team to report the status
of SMS/MMS by collaborating with Backend developers, Front-end
developers and Product Manager. Thus empowering the CC team to
resolve help tickets faster and not escalating it to the engineering team.
•Led the design for a new product feature, ‘App Inbox’. Created pixel
perfect designs and detailed design specs and documentation for easy
implementation by engineers. Helped retain and gain new customers by
rolling out the feature quickly.
•Led the effort to organize and analyze Platform wide user research in Airtable;
conducted user interviews, design feedback sessions, workshops and
created personas for the platform redesign project.
•Led the effort to design On-boarding Guides across the Vibes platform
using Pendo Guides; collaborated with different stakeholders to devise
optimal content strategy, user flows and visual design. Thus helping
new customers better understand and navigate the platform and reduce
the man hours spent on platform education.
•Led the redesign of Customer On-boarding experience; conducted
research to understand pain points, created ecosystem map,
brainstormed multiple solutions and got feedback from stakeholders;
gained alignment and buy-in through prototyping using Figma.
