UX Leadership & Design Case Studies
ThermoFisher Scientific Case Management System
- Reduced customer wait times by 22%
- Increased call center representative efficiency by 14%
As the User Experience Design Product Leader for the Digital Front Office Experience Team, I lead the product design team from end to end for my product area as well as communicating with stakeholders to ensure alignment, visualize concepts, and create design strategy.
Verizon ZenKey New User Onboarding
- Increased user onboarding completion rates by 41%
- Improved user trust metrics by 4 points
- Established an efficient, scalable UX framework
As the Director of User Experience & Product Design, I built a centralized UX practice and led a cross-functional team of highly skilled subject matter experts, ranging from UX design, UX writing, usability research, technical documentation, and frontend development.
Iron Mountain Policy Center
- Decreased time on task by 23%
- Increased efficiency by 36%
As the Lead Usability Researcher and Principal UX Designer, my task was to design a user-friendly interface that would boost productivity and lessen the user's cognitive burden. Additionally, I crafted three separate and practical UX models and performed a usability test with a chosen group of users to evaluate their efficiency.