Lead designer for LivePerson’s foray into voice integration, including the inbound/outbound dialer, guided workflows and script adherence, AI alerts and recommendations based on live natural language processing (NLP), and CRM integration.
Collaborated with marketing and sales teams to demo our voice integration to customers and telephony partners.
Led design efforts to merge LivePerson’s robust AI chat platform with Tenfold’s CRM and phone system integration technologies, improving resolution time by 12% and total logged notes by 42%.
Supported Tenfold’s ongoing customer base with feature development while ensuring compatibility with the LivePerson platform.
Collaborated on a new component library to unify all experiences across the entire LivePerson platform and simplify product development.
Initially hired as a UX researcher, promoted to UX designer in 2018 and operated as the sole designer for the company.
Collaborated with the VP of Product on roadmap development and direct customer requests.
Partnered with UPS, NICE, and Staples to bring about Tenfold’s Directory feature (reducing transfer rates by 6%), Data Memorialization feature, and Dispositions feature (reducing after call work by 9%), respectively.
Enforced strict “feature for one, feature for all” policy across the entire platform to simplify product updates and prevent splintered code bases.
Worked with entrepreneurs and startups to deliver user reports, analyze the market, carry out user testing, and produce high-fidelity prototypes ready for handoff to a development team.
Led design on projects spanning from mobile apps (a wine quiz app, a travel nurse scheduling app), to web apps (Tenfold), to websites (men’s retail, senior home), to data visualization (user reports).
Design
Prototyping
Product design
UI design
Interaction design
Artificial Intelligence (AI)
Accessibility
Wireframing
User flows
Information architecture
Iconography
Technical
Figma
Framer
Hype 4
JIRA
Sketch
Lucidchart
Research
User research
User interviews
Surveys
Reports
Usability testing
BA in Music (Percussion & Composition)
2007-2011
