Design lead of the Enterprise Messaging Product, designed from the core in-app experience to product ecosystem integration. Driving end-to-end design initiatives that transformed the hiring communication journey into a streamlined and delightful process.
• Created a shared product vision by synthesizing internal and external perspectives into tangible prototypes, hosting workshops, and driving alignment with 12 senior leaders across Product, Customer Success, Sales, and Engineering.
• Restructured the information architecture (IA) and revamped the visual system to improve the product scalability and user productivity, which led to an increase in NPS score (+15) in one month.
• Enhanced the integration of the product ecosystem, including the design of sense meetings, live agent transfer, and job matching.
• Elevated the in-app experience by designing an omni-channel experience, templates (admin portal & recruiter interface), and compliance features (e.g., broadcast suppression).
Improved the design practice and helped shape the team's identity, goals, and processes:
• Led internal stakeholder interviews, user research, and usability testing to drive decisions based on business goals and user needs.
• Initiated the design QA process by collaborating with the engineering manager to prioritize and track tickets to ensure development aligns with design.
• Increased design impact and involvement in requirements definition, scoping, feasibility assessment, roadmapping, QA, project management, and documentation.
