Digital Product Designer
I am a seasoned Product Designer living in the Seattle area, most recently working as a Senior Product Designer at Zendesk on the Growth & Monetization team.
Systems Thinker, Design Leader
As a senior designer, I find and accentuate the potential in people – both on my team and on other teams – and nurture their nascent creativity.
Below is a small sampling of my recent work:
Twilio – Delivery Insights
After observing that customers were spending both money and developer-hours on diagnostic and analytical tools to monitor the health of their Twilio Messaging business, we spoke with some off them, and learned some powerful lessons.
Through extensive iteration and frequent, rigorous usability testing, we evolved our Messaging Insights product from a low-fidelity wireframe prototype into a lovable public Beta with more than 2,000 users today.
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Twilio – Messaging Services
We discovered that only 9% of our customers were using “Messaging Services” and “Copilot,” products that had launched two years previously, which offer powerful functionality above and beyond Twilio’s competitors. As a result, Twilio lost unquantifiable amounts of business.
By redesigning and methodically testing the information architecture and navigation of Messaging Services, then making incremental improvements to the organization, copy, and flow of those features, we developed a lovable release candidate that tested exceptionally well and resulted in expressions of delight from customers.
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Equinix Search – experience design
Equinix, with its vast suite of product offerings, huge customer base, and myriad administrative and management functions, needed a complete overhaul of its entire search apparatus.
After a multi-day, cross-team design sprint to explore possibilities and establish a direction, I led a design effort spanning several sprints to produce a robust set of proposals including task flows, wireframes, and mockups for the Search feature in the Equinix Customer Portal.
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Visa – Consumer card controls
In the course of their customer research, the UX Research team in Austin observed that several customers signaled an interest in having additional controls over their cards and spending habits, some within their families, and some within their businesses.
We partnered with two small banks to solicit feedback from actual customers, and using their feedback, we developed a candidate for a banking product. “Card Controls” evolved into a compelling banking product that would allow consumers to connect their debit / credit cards to specific merchants, and define spending controls right within their favorite banking applications.
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I work transparently within teams to provide end-to-end design solutions: Careful user research, detailed user journeys, concrete problem definition, wireframing and prototyping; delightful and functional interaction modeling; and a creative and vibrant aesthetic.