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I spearheaded the design of Coaching Intelligence, a flagship AI feature aimed at transforming manager-employee coaching by strategically aligning AI-driven insights with user needs.

• Design Strategy: Defined and executed the overall design strategy, aligning vision with clear user needs and measurable business outcomes, resulting in a 42.5% increase in Monthly Active Users within 9 months.

• Artificial Intelligence (AI): Integrated Generative AI to deliver dynamic, data-driven coaching recommendations, enhancing manager effectiveness, personalization, and real-time interaction quality.

• Prototyping: Created strategic, high-fidelity prototypes serving as pivotal artifacts for design explorations, research, organizational alignment, stakeholder buy-in and precise engineering documentation. In code, we leveraged prototyping to iteratively optimize AI prompts by analyzing dozens of real coaching sessions, significantly improving the accuracy and user impact.

• Interaction Design: Focused on designing an intuitive, frictionless user interface, improving user satisfaction (8.7 NPS) and enabling rapid adoption with minimal onboarding friction.

• Motion Design: Crafted purposeful motion to enhance usability, evoke confidence, and drive user engagement, reinforcing product quality and emotional resonance.

• Coaching Intelligence positioned Medallia as a leader in AI-powered coaching solutions, directly driving better employee outcomes and measurable business impact.

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I led the end-to-end design of QA Assignments, transforming scattered reviews into a consistent, data-driven, enterprise-scale routine that delivers reliable coaching coverage and measurable improvements in customer experience across large, distributed teams.

• Product Strategy: Defined success around completed QA reviews and adoption, partnering with Product and GTM to prioritize features (cadences, estimated interactions, default scorecards) that delivered a 2.7× lift in QA sessions and 37% adoption growth in six months.

• Prototyping: Leveraged high-fidelity Figma prototypes as validation engines—running rapid user sessions to confirm we were solving the right problems and building the right features. These living prototypes aligned stakeholders on scheduling logic, workload fairness, and scope, and served as the single source of truth for engineering, slashing ambiguity and rework.

• Interaction Design: Streamlined the assignment workflow so supervisors can configure and launch QA reviews in under 60 seconds, cutting setup friction by over 60% and ensuring reliable, repeatable coaching at scale.

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Led design of Voci Portal, Medallia’s self-service AI speech hub—featuring an interactive signup funnel with live transcription demos, emotion & sentiment analytics, customizable dashboards with real-time usage meters, and copy-paste SDK snippets—boosting Active Customers by 40% YoY and transcription hours by 135% YoY.

Designed an innovative platform for managing argiculture operations.