NDA/Only shown in interviews

Role:

Principal User Experience Designer, worked on a small team with minimal oversight and direct communication with senior leadership and stakeholders.

Focuses:

UX, Research, Project Management, Project Definition, Exploratory work

Projects:

PayPal Help Center, customer support home, reducing ticket time by 25% and increasing success of support
tickets, providing more clarity to support topics, and enabling customers to reach contact options with more
clarity for support teams.

PayPal Secure Messaging, an enterprise grade messaging system, with the goal of reducing mistaken phone
support contacts by 75% & enabling multiple messaging systems to come together.

PayPal Consent guidelines, developed a series of design principles aimed at making consent easier to
understand

PayPal Enterprise Content Management, a CMS meant to run the entire backend of the support organization.