Designed end-to-end user experience (UX) of the fulfillment space and support team products.
Led design for the new rewards program, increasing from 89% to 95% on-time deliveries by aligning incentives with behavior and by providing a robust user experience. Collaborated with cross-functional teams and shaped product vision through data-driven design decisions.
Contributed to the growth and refinement of the shared Design Language System (DLS), ensuring consistency across products. Actively mentored designers on UX/UI best practices, fostering continuous improvement in design quality.
Helped establish a strong design culture by implementing design processes like standardizing design QA, resolving design debt, conducting accessibility reviews, and refining navigation patterns, all of which elevated team performance.
Re-designed a complex, high-traffic tool, reducing customer support time by 40%. Conducted in-depth research and analysis of data and metrics to uncover high-impact pain points, then developed user-centered design solutions.