A GovTech startup building AI software to improve communication between citizens and local governments, with a product team of 8 people across 4 time zones.

• Designed an AI-powered chatbot with a 90% reduced cost compared to the existing call center product using Figma for high-fidelity mockups and interactive prototypes, improving efficiency and user experience by significantly simplifying the complexity of creating a service request online.

• Conceptualized a preventative maintenance system that secured a $100,000 contract by mapping user flows using LucidChart and creating mockups in Figma, streamlining complex workflow for 3 user groups.

• Conducted usability testing for an updated mobile-focused web app, achieving an 85% user confidence score for the 2 key tasks and uncovered 3 core user pain points that informed future design iterations.

• Collaborated with the product manager to define key performance indicators (KPIs) for products using Google’s HEART framework, which provided clear benchmarks for user satisfaction and product success.

• Facilitated brainstorming of over 200 ideas in a Miro impact-effort grid that identified a strategic feature to build.

• Built a design system from base tokens 4,000+ shared components in Figma, ensuring consistency across 5 products.

Acquired in 2019, UniversityTickets was a 22-person company that built live-event ticketing products for higher education.

• Identified and resolved a ticket scanning bottleneck that led to a 15% increase in scan accuracy through user research and ticket redesign, improving attendance experience for 200+ organizations.

• Developed a colorblind-accessible seating chart by leveraging skills in HTML, CSS, OmniGraffle, and colorblindness simulation software.

• Audited web SaaS platform for WCAG accessibility compliance and guided engineers in fixing all issues.

• Prioritized and executed 100 annual UX improvements using JIRA by actively collaborating with the CTO in sprint planning meetings and advocating for high-priority UX tickets to improve product quality.

• Led a product design transformation by implementing usability best practices, increasing the client base from 10 to over 200 organizations, which resulted in 2.3 million tickets sold.

• Updated the visual design of a 180-page POS and admin web app, independently, in 72 hours resulting in a major version upgrade and a 66% cut in page load times using HTML, CSS, and Bootstrap.

• Spearheaded an end-to-end responsive redesign in 11 months that increased company revenue by $1 million by leading UX in a cross-functional agile team and employing mobile-first principles.

• Advocated for user-centered design processes of new features and updates leading to a dramatic increase in product adoption and 98% client retention rate, while fostering a culture of design thinking.

• Customized white-label SaaS platform with branding for 200+ clients using HTML, CSS, and Photoshop to enhance their digital ticketing presence which increased client satisfaction.

• Redesigned a mobile app for Android and iOS to enhance the usability of 2 key features, using Sketch to create detailed mockups.

• Optimized branding process by implementing CSS pre-processor LESS, achieving a 91% reduction in file size and accelerating site branding by 77%, significantly enhancing efficiency.

• Resolved over 794 customer service support requests with a personal average resolution time of under 7.5 hours.

• Implemented a centralized help desk system to streamline and increase transparency of customer support requests.

• Tested software, in an Agile Development team, to ensure high quality by checking for bugs and UX issues.

• Provided on-site client support and training to clients across the United States using strong communication skills.