GOOGLE ads sales platform (crm)

Led a team of 40+ distributed, multi-disciplinary designers, researchers, UX engineers, and program managers to continuously innovate and improve Google Ads' intelligent CRM, customer support, and analytics tools, resulting in high customer satisfaction and increased revenue. Partnered with Ads Marketing to improve onboarding experiences for SMB advertisers. Championed a customer-first approach and utilized service design methodology to document touch points across Sales, Marketing, Product, and Support, driving new customer acquisition strategy and product roadmaps across multiple product areas.

PRODUCT AREAS: Google Ads, Customer Engagement

OBJECTIVES: Continuously innovate an intelligent sales platform for Google’s Ads Sellers and ensure Sales ecosystem products work well together.

PRIMARY USERS: Google Ads Sellers


Salesforce customer 360

Led a distributed UX team to create a novel point-and-click tool for mapping customer records and reconciling customers' identity across systems, resulting in a complete, up-to-date, contextually relevant profile. Initiated cross-functional workshops to identify workflows between service desk, case management, and order management and fulfillment systems. Created Dreamforce demos showing customer success stories, illustrating how Users and Salesforce teams co-create new products. Impact: Increased participation in Salesforce research; launched and landed Service/Commerce integration pilot; Reduced case resolution time by over 50%.

PRODUCT AREA: Customer 360 Data Manager

OBJECTIVE: Directed a team of UX designers and researchers to create and test prototypes of Customer 360 Data Manager, illustrate integration use cases for Service Cloud, and create demos for Dreamforce.

PRIMARY USERS: Salesforce Admins, Developers, Service Agents


Salesforce Platform customization

Led a distributed team of UX designers to create customization, development, data integration, security, and authentication tools

PRODUCT AREAS: Lightning Setup • User Management • Lightning App Builder • Change Management • Salesforce Developer Experience (SFDX) .• AppExchange • Partner Ecosystem • Data Integration • Security and Monitoring • Identity and Authentication

OBJECTIVES: Inspire and nurture a team of designers to collaborate with researchers, writers, marketers, product managers, and engineers to create and deliver experiences that empower the Salesforce customer and partner ecosystem. Enable users to install, populate, customize, extend, secure, deploy, and monitor Salesforce environments and applications. 

PRIMARY USERS: Salesforce Admins, Developers, Security Directors, IT Managers, and ISV Partners.

Images: Lightning App Builder and Salesforce Trailhead badges that correspond to domain expertise


FACEBOOK SAVED

Project Strategy, UX Research, Interaction and Visual Design for Mobile Web, Android and iOS, A/B testing

OBJECTIVE: Create a way for people to save media types, places, posts and photos from Facebook's News Feed and Profile, and easily access them again later.

APPROACH: Conducted stakeholder interviews and worked with product managers, researchers, content strategists and engineers to create and test prototypes on mobile web before deploying in native iOS and Android applications. Collaborated with UX researchers to create scripts for A/B testing and with data scientists to track metrics from percent release tests. Designed a filterable Saved queue where it's possible to manage saved things in a private space, and proposed concepts for potential entry points from News Feed.

Learn about saving in Facebook's Help Center 


FACEBOOK ads delivery

UX + UI Design for Delivery Features in Facebook Ads Manager and Power Editor

Facebook's revenue is exceeded $14 billion in 2015. A significant percentage flowed through self-service ad creation tools used by over 800,000 advertisers each month. As lead designer for Facebook Ads Delivery, I was responsible for budget and scheduling features and tools related to delivery performance. 

OBJECTIVE: Improve ease-of-use for self-service customers. Work with product managers, researchers, data scientists, and engineers to create advertiser-facing and internal ads delivery products.

APPROACH: Interviewed advertisers and sales managers to understand workflow, challenges and needs. Maintained and improved multiple versions of each interface, including ad scheduling and relevance score. Created ecosystem maps to help new designers understand how products and features interrelate. 


mitre

Creative Lead, UX + Responsive Visual Design

The MITRE Corporation is a not-for-profit company that operates federally funded research and development centers (FFRDCs), providing solutions for critical challenges in defense and intelligence, aviation, civil systems, homeland security, the judiciary, healthcare, and cybersecurity.

OBJECTIVE: Create a responsive, content-rich experience for the FFRDCs and the parent organization to showcase R&D capabilities and support business and recruiting objectives.

APPROACH: Collaborated with strategists, researchers, and led a team of four designers to update the online brand and create a new visual design system. We conducted workshops, defined taxonomies and introduced new workflows.

The multi-phase project involved stakeholders in Washington DC and Bedford, MA. During development, we partnered with Acquia to help vet Drupal development teams. 


JP Morgan ACcESS ipad app

Visual Design, Interaction Design

JPMorgan Chase & Co. is an American multinational banking and financial services holding company. It is the largest bank in the United States, and the world's fifth largest bank with total assets of $2.6 trillion.

OBJECTIVE: Create a way for JP Morgan Wealth Advisors to visualize data and share portfolio performance with premier investors. 

APPROACH: Created the visual and interaction design for this native iPad application, including visualizations for transactions, returns, equity, portfolio allocation and currency exchange. Created two versions of the system for A/B testing. The project was conducted in concert with other JP Morgan initiatives at Hot Studio's New York office where the team created a visual style guide and library of reusable components.


amma.org

Project Strategy, UX + Visual Design

Mata Amritanandamayi has embraced and comforted more than 34 million people and is widely regarded as one of India’s foremost spiritual leaders. Her global network of charity organizations provides food, housing, education and medical services for the poor.

OBJECTIVE: Create a new digital presence for Amma.org that emphasizes humanitarian initiatives, provides tour information and offers publishing capabilities for hundreds of community groups in North America.

APPROACH: Worked with a small team to launch a new Drupal-based website in less than six months. Established a community advisory board of individuals in the US and India. Collaborated on UX, updated the identity mark and created a visual design system.

The resulting site conveys the authority of her nonprofit organizations. It provides tour schedules and information, and is a portal where thousands of volunteers in the US and Canada coordinate and organize.


CPP Skillsone 

Creative Lead, UX for desktop, Visual Design

CPP is best known for the Myers-Briggs Type Indicator® assessment. SkillsOne is the online assessment system with hundreds of offerings used by Fortune 500 companies, educators, government agencies, and training and development consultants in more than 100 countries to improve the performance of individuals and organizations.

 

OBJECTIVE: Improve the user experience and visual design of the SkillsOne assessment and commerce environment.

APPROACH: As sole practitioner on the project, I created new UX and visual design for this MS Sharepoint-powered e-commerce application. 


turn

Creative Lead, Visual Design

Turn is the largest independent company in the advertising technology sector and an early pioneer of data-driven advertising. They provide digital advertising data, planning, activation and analysis from a single platform. 

OBJECTIVE: Create a new visual design for Turn's primary ad platform.

APPROACH: Worked with Turn's internal UX director, and led a team of three to create a new visual design for Turn's Campaign Suite and Audience Suite.


SRI International

Creative Lead, UX + Visual Design

SRI International is a nonprofit, independent research center serving government and industry. Their research and innovations have led to new industries and products, from the computer mouse and interactive computing to medical ultrasound and cancer drugs.

OBJECTIVE: Create a new website that provides information about the organizations's history, R&D capabilities, ventures and innovations.

APPROACH: Worked with UX researchers, visual designers, content strategists and engineers on a multi-year project. We updated the visual identity and redesigned the digital presence, defined taxonomies, supported content migration, and advised internal teams on best practices related to Drupal publishing. The site showcases the organization's contributions to technology, science, healthcare, national security and innovation in Silicon Valley.


open architecture network

UX + Visual Design

Open Architecture Network was formed after one of its founders won the 2006 TED Prize. Hot Studio and Sun Microsystems were awarded the opportunity to design and build the website. The aim of the network was to enable architects, designers, innovators and community leaders to share innovative and sustainable ideas, designs and plans that address specific design challenges. It closed in 2015, with thousands of archived projects.

OBJECTIVE: Create an interactive, collaborative space where architects and community leaders share plans and manage projects.

APPROACH: Worked with Hot Studio and Sun Microsystems to create a visual design for this Drupal-powered site. It was unveiled at the 2007 TED conference. Within a few weeks 2,000 designers joined. Hot Studio won an Interactive Media Award for the site in 2008.


health.com

Project Strategy, Project Management, UX, Visual Design

Health is an American magazine focused on women's health topics ranging from diet and exercise to dealing with relationships and stress. The magazine was purchased by Time Inc. in 1991. It's circulation totals over six million readers. I created interactive products for the magazine and it's advertisers from 2000-2006.

OBJECTIVE: Redesign the website in concert with the print publication's 2005 update, incorporating editorial, marketing and subscription requirements, including a custom experience for print subscribers. Create a template system that supports legacy content and new publishing workflows within the Vignette StoryServer CMS.

APPROACH: Collaborated with a team of editors, marketers, designers and engineers to redesign Health.com and create sponsored tools for advertisers. Conducted stakeholder interviews within Time Inc. and AOL, referenced audience research, and collected requirements from the subscriptions, marketing, ad sales and editorial teams.  

Drafted system and content maps, wireframe template diagrams and high fidelity visual designs. Compiled functional requirements and wrote an RFP for development that was submitted to both internal and external engineering teams. Worked with the selected firm to launch the website concurrent with the release of the new print publication.