Building 0 to 1 AI first products for data analytics 🤖📊📈

Developed a generative AI chat experience to help advertiser’s understand and troubleshoot their policy and account suspensions in Google Ads. I collaborate across team silos to align on requirements, review my applications of conversational frameworks and proposed updates for surfacing generative chat experiences across product areas.

Delivered a new UX support experience for advertiser verification policy that surfaces personalized information on support article pages. Led UX design for a large program of customer journeys by leveraging my deep knowledge of the verification policy, I adapted quickly to changing requirements, and used strong collaboration with partners across organizational boundaries to launch this experience in an aggressive timeframe. Across all journeys, achieved a verification completion rate of 22%.

Led the UX creation of a new advertiser support experience for account suspension leveraging a new genie experience to surface personalized information on support article pages. Collaborated across several teams to align on requirements, mapped the customer journey, and created prototypes to demonstrate the customer experience solutions. Led to a 20.7% increase in account reinstatements for suspended accounts.

Defined the UX for the first generative AI troubleshooting agent for advertiser verification. I was part of a team that defined conversational quality frameworks and cross-functional building processes for generative AI.

I drove the UX strategy to define the first AI recommendation workflows for the Microsoft sales organization with a user base of 30k sellers. These workflows were implemented as a new product feature for Microsoft Sales CRM in Dynamics.

I collaborated with UX teams across organizations to prototype and demonstrate the benefits for both sellers and customers while managing tricky business partner dynamics.

Coordinated and facilitated design sprints to drive cross-functional alignment on requirements and to develop a vision strategy.

Led a UX initiative to identify compliance gaps in support agent workflows for Microsoft sovereign cloud data compliance requirements. Created and presented a service map to directors, influencing a new support agent workflow and tooling requirements for 20k agents.

Patent for hearing AI application, an accessibility mobile app to visualize the auditory world for the deaf and hard of hearing.

I drove the UX and UXR strategy to build digital products focused in data visualization in the domains in cyber security, text analytics, GIS applications, and health.

Delivered user journeys by working with a cross-functional team to develop requirements, conduct user research, and heuristic evaluations on existing experiences.

Conducted and planned user research to collect quantitative and qualitative metrics that inform product strategy.

Lead author for a publication on data visualization heuristics in Human Computer Interaction International 2018.

Delivered UX patterns as part of a patent for a medical based product.

Owned design and development for creating a digital form application from discovery to development. Completed user journeys, wireframes, information architecture, and worked with stakeholders to define success metrics. Developed solutions using a combination of HTML5, CSS3, JQuery, PHP, and MySQL.