SELECTED WORK

Customer Support using AI

I led a high impact Gen AI initiative to transform how customers resolve issues, shifting them from phone support to seamless, AI driven digital flow. Navigating the scale of a major enterprise, I aligned cross-functional teams to move fast. The launch was a major success, driving 40% surge in digital customer engagement. 

Service Design at Verizon

I led the digital transformation of Verizon’s service and support ecosystem with a clear goal: transitioning from a traditional support model to a digital-first experience. I also lead GenAI integration into our design/development processes. Through rapid prototyping, we bridge the gap between abstract concepts and tangible product experiences, enabling faster stakeholder alignment.

Below is an example of the "Next-Gen" digital support initiative, securing executive buy-in for personalized support content using AI. 

Core UX at Papaya Pay

As a core UX and product lead, I spearheaded initiatives to increase bill pay revenue. Despite robust user acquisition, the bill pay app faced challenges retaining customers for subsequent bill payments. Through extensive A/B design testing and user flow optimization, I orchestrated a strategic overhaul of the product discovery experience. We converted more than 15% of one-time bill-pay users into loyal, returning customers. 

I led the credit score-boosting card product from ground zero. I designed and optimized the user flow through a user-centered design process and extensive A/B testing. With the ambitious project timeline, I coordinated efforts across internal teams and third-party vendors responsible for issuing the credit card and credit score reports to launch the project on time. 

I managed the core design team. 

Mobile UX at Better.com

At Better.com, I led the mobile product and design strategy aligned with the company's mission of streamlining the home-buying process. With a deep understanding of the home purchase process among buyers, sellers, agents, and many other parties, I led the development of the Better Real Estate Agent app from the ground up. The MVP version of the app was to facilitate seamless coordination between agents and buyers, eliminating friction and ensuring a smooth and efficient home-buying journey. As a UX-focused PM, I promoted a culture of user-centricity and data-driven decision-making. I ran numerous UX workshops, user testing, and surveys, and I leveraged data to refine and optimize the product experience continually.

UX Design and Research at MLB Advanced Media

At MLB, I owned the user experience of the Ballpark app. The most significant achievement was adding a ticketing feature to the app. The iterative approach and a user-centric mindset allowed us to refine the experience until the app found a great product market fit. I successfully integrated a robust ticket-purchasing platform within the Ballpark app, boosting ticket revenue by about 8% from the mobile app. The impact on user growth was stunning. The app downloads grew from 300,000 to 2.5 million over three years. Beyond driving product initiatives, I played a role in nurturing and mentoring the design and product team.