2014–
2025
Over a decade of select work
Tomorrow’s Autonomy, Today
Cruise Inc.
Sr. UX Design Manager • 2023 - 2025
Led a team of 3 to redesign the Terminal, our human-in-the-loop tool to assist stuck autonomous vehicles (AVs). The challenge was to get human instruction to happen as fast as possible. After conducting research into operator workflows, we determined that helping operators gain context and take action would net the biggest impact. We envisioned a human-centered design with clear labels and predictable actions - especially when instructing the AV. Our design improved Average Handle Time by 11%, reduced Time in Remote Assistance by 7%, and increased operator sentiment within the first month post-launch. Read the Case Study here.
Meeting Customers Where They Are
Google Shopping Ads
UX Design Manager • 2022
Led a team of 5 to refine Google Shopping Ads on Search surfaces. We began with one-size-fits-all ad units and, anchoring on a customer’s shopping journey, reimagined them across 3 main shopping phases: browsing products (Browsy), researching what to buy (Researchy), and making a timely and convenient purchase (Converty). We led with imagery, followed up with specifications and authoritative sources, and finished with where to buy the right size, colorway, and fulfillment options. Our work contributed to substantially increasing an already >$500 million ARR business and created a personalized delight-delivery experience
Contact Center of the Future
Google Customer Conversations Platform
UX Design Manager • 2018-2022
Built a UX team of 5 over several years that evolved Google’s contact center tool stack from a simple software telephone into a suite of AI-powered tools across every user role. As Google's product portfolio grew, the cost of serving it risked spiraling out of control. Our goal was to allow everyone in the contact center to do more while keeping headcount flat and improving customer satisfaction. We brought AI into every facet of the toolchain and created super-users who were able to do more and deliver better quality. Our solutions increased customer satisfaction by 12% and agent satisfaction by 23%, while maintaining a flat headcount. Read the Case Study here.
Unifying Teams with Identity & SWAG
Google & Facebook
Brand Design • 2014 - 2022
Designed various logos and swag to help connect geographically disparate teams. I volunteered to design Google’s UXMS conference identity, I designed the icon for Facebook’s crowdsourcing application surface (appearing in the main nav) and the associated branding, and I designed the Customer Contact Center Tools identity (renamed to CIMS), and various other pieces of swag for hackathons and design sprints.
Lowering Prices by Shopping for Healthcare
Vitals Inc.
Head of Design • 2017 - 2018
Built a UX design and research team of 5 to make shopping for healthcare easy and rewarding. We needed to integrate our cost transparency products seamlessly into participating healthcare plans’ patient portals. To do this, we designed an intuitive provider, procedure, and cost search tool which would give plan participants an actual cost estimate for a myriad of procedures - allowing everyone to shop for healthcare. We created a design language system to allow our application to plug seamlessly into our clients’ digital ecosystems and expanded our customer base to include all of Blue Cross Blue Shield networks within the first year.
Upping the game for a Legacy Telco
McKinsey & Company
Executive Experience Design Director • 2016
Led the Experience Design & Strategy team to bring a new twist to an old dynamic. The challenge was that telco companies were increasingly being seen as “dumb pipes,” with no value-added-services for customers. Our team conceived of a personalization strategy that extended from hyper-local marketing campaigns to receive the best offers, to managing customer devices and data to get the most out of the service, to smart assistants to help with repairs. Our work established the direction for this telco as they brought on a new digital agency of record to execute.
Increasing Pharma Efficacy with Digital
McKinsey & Company
Executive Experience Design Director • 2016 - 2017
Led the Product Design Strategy team to increase the pharmacological efficacy of a revolutionary new Multiple Sclerosius (MS) treatment by creating supporting digital tools. Working with our Data & Insights team, we found that the happier patients were, the more likely they would be to adhere to their medication, which is very important to maximize efficacy of MS drugs. Our “Beyond the Pill” strategy combined several novel digital and physical products and services to ensure patients were feeling supported by their family, friends, and care providers. Our solutions delivered a 22% increase in patient NPS while capturing 26% more market share.
Reimagining Investment Management
Morgan Stanley & HUGE
Design Director • 2015
Led a UX design team of 3 to modernize Morgan Stanley’s Investment Management platform for the responsive web. The challenge was to take all of their functionality, and product detail pages (which contained all manner of charts and graphs) and modularize it so that everything could be presented as a content feed on any sized device.
Taking on Yelp with Structured Sharing
Facebook Inc.
Interaction Designer (IC5) • 2014
Led the UX design for a novel Facebook experience involving activating users to ask questions on the platform using structured-data, as opposed to plain text. Content and engagement of any kind is the lifeblood of a social network, and our insight was that we could increase engagement with text-only posts, and any associated businesses or entities being discussed, if we made the content actionable on the knowledge graph. To do this, we converted plain text posts into tokenized structured data by enabling a classifier to autosuggest as the user typed. This allowed our team to convert a user’s post to structured data objects in real-time. In addition to focusing on the creation context, we reimagined consumption and contribution to enable a virtuous cycle of sharing, commenting, and engaging on and off the platform. This product increased engagement of plain-text posts by 2x in the first 4 months.
Mobile Operating System, Just for Doctors
MedOS
Founder • 2014
MedOS is an Android launcher focused on three main areas of a physician’s practice: patients, colleagues and relevant clinical information. This downloadable application is intended for use by any practicing physician - whether in a single practice or a part of a large hospital group - who needs relevant research about their patients’ needs, timely practice information, or thoughts and opinions from their most trusted colleagues. Unlike stock Android launchers, MedOS embeds access to PubMed, contextual practice information and topical conversations right into the Android operating system, accessible at the touch of a button.
Generating Images with Flash ActionScript 2.0
Independent Project
Passion-project to convert original photographs into dreamy pieces of art by processing them in code. I chose Flash ActionScript 2.0, and a painterly brush library, to render the images in abstract ways.
