Sagent

Principle UX Designer

2024 - Current

Led two major projects; creating a brand new fully responsive portal for attorneys and modernizing a mortgage defaults management platform.

• Navigated the challenges of integrating product requirements from multiple unique user types and workstreams, and constraints caused by legacy tech stacks.

• Co-led the design team after the unexpected departure of our department head. This meant taking on resource planning, team project management, team process development, mentorship of more junior team members to continue their professional growth, and long term strategic planning with product leadership.

• Evangelized for and implemented product/design workshops and facilitated meetings to help teams get on the same page and drive projects forward.

Upfluent Financial

Lead UX Designer

2021 - Current

Led the creation of a product vision for a platform meant to simplify options trading and create a marketplace for educators, advisors and influencers to monetize their expertise.

• I led the development of our design team processes, tooling, and biz-to-dev handoff practices.

• Designed the account creation and management experiences for a regulated financial product, reducing the account opening length by 30% compared to competitors. Conducted usability testing to validate the approach.

• Conducted market research and surveyed target users at an industry conference to gather insights about existing product gaps.

• Developed a proof-of-concept conversational trading tool using ChatGPT in partnership with our tech team. It helps traders construct optimal trades to meet their goals and makes it easier for them to use complex trading techniques.

• Designed core elements and interaction patterns for our iOS and Android mobile apps, including a novel navigation approach that provides users with workflow freedom unparalleled by competitors.

Market Rebellion

Lead UX Designer

2021 - 2021

Overhauled an existing design for an options trading platform aimed at prosumer traders. We completed the project including handoff to our development team in 5 months. Upfluent is funded by Market Rebellion, hence the working period overlap.

• Assessed current design for usability issues caused by the grid system, typographic and color choices, and overhauled the entire design system and component library.

• Led our SME’s through exercises to prioritize features by impact and cost.

• Designed key features including a Risk Analysis tool that helps users construct an optimal options trade, letting them visually balance risk and reward.

• Adapted the design for mobile devices and assured the product was fully accessible to color blind and low-vision users.

• Redesigned the social aspects of the tool such as chat, community feeds, and third-party content to streamline sharing and collaboration, specifically for rich content such as interactive charts.

USAA

Senior UX Designer

Oct 2017 - Jun 2021

I helped lead a team primarily focused on the Property & Casualty line of business supporting insurance products and related customer experiences across digital and physical channels.

• Led a large effort to redesign the digital experiences of five core insurance products, increasing customer conversions by 4-6% respectively, and significantly decreasing calls to the support center.

• Assisted in vetting and hiring a third party design agency that provided much needed resources. The 3P guidelines I helped craft, such as the check-in and review processes, maintaining adherence to USAA’s design language and accessibility standards, and handoff/project transition procedures were adopted by the design org going forward.

• Created user research exercises and usability studies, working with the design research team to make sure we followed legal and privacy best practices. Led my team in collecting and analyzing study results and defining next steps.

• Led an effort to map key user interactions and employee touchpoints for all Property & Casualty products. I setup a repeatable process for producing Service Blueprints, which are useful when tying user interactions to the specific employee tasks, technical systems and regulations that underpin them. Over a 4 month period more than 2 dozen business partners, SME’s, and designers tag-teamed creating the documents. Business teams involved in the effort took on responsibility for maintaining the documents when we finished.

• Used A/B testing in our production environment to validate ideas our team had to increase conversions and reduce support calls. This led to quick fixes that boosted conversions and insights we used when redesigning the experiences.

Sabre

UX Designer

Oct 2015 - Oct 2017

Redesigned a decades-old travel booking tool used by hundreds of companies across the world and secured a $1 billion contract with Flightcentre.

• Flightcentre saw a 23% revenue boost after rollout.

• The new tool was so easy to learn that we completed the 2 year rollout plan 6 months ahead of time and Flightcentre did not report any productivity loss.

  Applied behavioral science to influence sales reps leading to an 8.7% increase in Total Transaction Value (TTV) amounting to over $800M.

• Planned and conducted user studies such as sentiment analysis, card sorting, and usability testing to validate information architecture and design approaches.

• Contributed heavily to the flight and car booking designs and was solely responsible for the Hotels booking design, which was the most significant overhaul of the project as Hotels had not been updated in over a decade.

• Planned and facilitated workshops with agents, airline and hotel clients, and business partners to better understand product gaps and opportunities, as well as to drive alignment among the large team.

• Attended an industry conference and conducted a workshop with agents that informed the information architecture of the Hotels portion of the booking tool.