Orchestrated a UX strategy to optimize the Admin Console experience, achieving a 33.3% reduction in support volume by aligning cross-functional roadmaps with high-value product opportunities.
- Architected a scalable insights framework by defining core design principles and standards for contextual, enriched data cards.
- Significantly increased feature discovery and product excellence through the insight card system.
- Evangelized a user-centric product direction from ideation to execution across multiple OKR cycles.
- Ensured organizational adherence to support-contact reduction goals through data-driven advocacy.
Support reduction
33.3%
Reduction in support volume (Aug 2021)
Contact rate
1.49% to 0.82%
Q2 2020 to Q2 2021
Cases saved
287K
Workspace support cases eliminated in Q2 2021