I created and scaled an AI-enabled journey mapping process, JourneyAI, that allows for more efficient analysis of qualitative customer sourced data to provide a comprehensive, real-time view of the customer journey. By leveraging an ecosystem of AI tools, we are able to analyze a much larger dataset, faster, to provide meaningful solutions that drive customer engagement and business growth.
Led initiative to reimagine the NewYork-Presbyterian Hospital patient portal experience, by defining a Northstar Concept grounded in user insights, emerging health trends, and differentiated business opportunities.
Accomplishments include:
Developed patient focused journey map to bring the experience to life through the lens of the patient.
Conducted user research, landscape analysis, and workshop facilitation to align on experience vision and opportunity areas.
Led multifunctional team of strategists, designers, engineers to generate ideas grounded in strategy and tech feasibility
This Northstar Concept prototype created excitement and organizational ‘buy-in’ to move into design and development.
The future state experience will be a best-in-class digital health portal that exceeds patient expectations and drives deeper loyalty.
Oversaw all aspects of Planned Parenthood Spot On app launch; including product conception, consumer research, vision, roadmap execution, campaign production, and KPI measurement.
Accomplishments:
Created an accessible tool to help people track their period and birth control
Resolved complex logic scenarios through partnering with engineering, design, and external stakeholders
Owned product roadmap and prioritization
Conducted UX research including competitive audit, qualitative interviews, and usability testing
Partnered with Mailchimp Media to launch a digital experience of a newly acquired print magazine, Courier, that inspires and connects entrepreneurs and small business owners.
Link: Mailchimp x Courier
Accomplishments:
Digitized a traditional print magazine into a cohesive and digestible website
Gathered and prioritized requirements to inform roadmap
Owned content strategy
Strategically defined and launched the Google Video Maker, a customizable video generation tool for small business owners to share their personal business stories directly across social platforms.
Link: Google Video Maker
Accomplishments:
Conducted qualitative research with small business owners during COVID to identify needs and pain-points
Created a free and accessible tool for small business owners to promote their business during unprecedented times
Maintained and evolved the tool based on usage and feedback
Collaborated with Uniqlo and Apple to create a new AR experience within their digital app for customers to interact with their favorite characters.
Accomplishments:
Presented AR demo to Apple in collaboration with Uniqlo Executive team
Lead strategic inputs for prototype development
Innovated new ways to combine both the physical and digital worlds within a retail space
Through qualitative research, innovated a new service offering for JPMC to increase acquisition among younger generation of prospective customers.
Accomplishments:
Led UX research - qualitative interviews with Gen Z
Identified emerging trends within Gamification and key opportunities for JPMC
Led collaborative ideation sessions with internal and external stakeholders
Together with Bose, we set a mission to astonish their customers with life-changing experiences enabled by making all consumer products cloud connected by 2020.
Accomplishments:
Repositioned Bose as a hardware driven company to an innovative service driven company
Created seamless experiences for Bose customers across multiple products
Conducted research to inform roadmap across a 2 year time frame to ensure the experience evolved over time
For over 100 years, Girl Scouts has given girls the tools they need to lead. But faced with declining membership and a dusty perception, the organization needed new tools to help the girls of today become the leaders of tomorrow. Therefore a digital experience was created that is built for the future, while staying true to tradition.
Accomplishments
Created an inclusive avatar builder that allows girls to express themselves in a safe space
Defined key requirements to ensure safety within the platform (moderation, etc)
Brought a traditional offline experience into the digital world
As a customer, it is difficult to envision your ideal Volvo. Many car configuration tools feel transactional versus exploratory. Therefore we defined a new way to discover Volvo car configurations through an interactive tool on their website to provide users the the ability to create their own Volvo.
Lead experience activation for Nike NYC that brought sports equipment to kids across boroughs.
Innovation of new service offerings for Verizon to meet customer needs when it comes to home projects, such as renovations or smaller maintenance needs.
