About
I’m a product and experience designer with a background in strategy and operations, a master's degree in Human-Centered Design & Engineering, and experience working with companies like Twitter, Uber, Microsoft, and the City of Seattle.
Education
Work Experience
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Lead the execution and delivery of design, research, and strategy initiatives, managing teams of 2-6 individual contributors.
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Lead overall project management, including developing project timelines, managing team resourcing, and providing quality assurance (QA) to design deliverables.
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Deliverables include UX + UI prototypes of varying levels, design research findings and recommendations, product strategies and roadmaps for clients such as Hopelab and the Gates Foundation.
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Led research, design, prototyping, and testing testing of City products and services, including City service websites, and a mobile application co-designed with college students to help them navigate the COVID pandemic.
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Mentored City department partners and other stakeholders in design methods through workshops, conference lectures, and project-based engagements.
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Designed strategy for and led the research process informing Seattle’s Fare Share legislation, guaranteeing a minimum compensation threshold to transportation network drivers (i.e., Uber and Lyft drivers).
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Part of my Master's in Human-Centered Design & Engineering program. Partnered with Product, Design, and Engineering partners to develop the "Favorite Driver" feature, launched in 2020.
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Led the research and design of the feature to enhance trip predictability and experience consistency.
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Identified interaction opportunities and developed solutions for (1) Favoriting a driver for the first time/rider onboarding, (2) During-trip favoriting, (3) Scheduling a future ride with a favorite driver, and (4) Driver opt-in/acceptance.
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Managed the delivery and execution of design and research projects with Design and Research Directors.
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Responsibilities included leading project stakeholder discussions, orchestrating design and research operations, and driving cross-functional collaboration with team members and stakeholders.
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Employed agile project management on over 10 projects, often 3 or more at a time. Clients included Magic Leap, Samsung, Intel, Microsoft, and the Mastercard Foundation.
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Partnered with Product, Design, and Engineering to develop new and improved support agent workflows for significant product updates (10+), improving the user experience and support team productivity.
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Led a redesign of the Twitter Beta program’s bug reporting, bettering the onboarding and reporting experience for over 20,000 users/testers, leading to 200+ issues reported and triaged.
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Led and managed the User Support division, developing KPIs, organizing support strategies, and overseeing daily operations.
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Conducted informal user research through surveys and email campaigns and partnered with engineers for QA and functional testing of new product features, including regression testing for iOS and browser-based platforms.