My work
UX strategy with research for Account & Billing
Account and billing, fintech team at HubSpot, 2023
Vision, goals, and plan for how to evolve managing Account & Billing experience for customers fitting the long-term business strategy for HubSpot. This included conducted qualitative research.
Improved subscription management to decrease operational cost
Account and billing, fintech team at HubSpot, 2023-2025
Multiple improvements and experiments that decreased operational cost of handling billing inquiries and increased customer satisfaction through improvements to Account and Billing experience of HubSpot.
A/B testing on cancellation flow to increase retention and decrease operational costs
Account and billing, fintech team at HubSpot, 2023-2025
Multiple A/B testing that explored increased retention and decreased operational costs during cancellation flow.
Conversation starters to boost customer service call quality
CRM system at People’s Postcode Lottery, 2022
Increased customer service call quality through new accessible UX with conversation starters prompts.
Accessible Design System to answer CS agents needs
CRM Design System at People’s Postcode Lottery, 2021
Supporting Customer Service Agents through brand new accessible UI to WCAG 2.1 with implemented dyslexia recommendations.
No-code AI troubleshooting to enable citizen developer
AI Workflow Automation at Smartsheet, 2020
Contextualized solving AI workflow issues in the user interface of Bridge by Smartsheet (Converse AI) to support users without programming expertise working on AI.
Focused and onboarding journey to complete AI tasks
AI Workflow Automation at Smartsheet, 2019
Reduced number of features and UI walkthrough in Bridge by Smartsheet (Converse AI) to ease connecting 3rd party integrations and setting up workflow elements.