One entry point. Multiple ways to connect.
Role
Lead UX Designer
Lead UX Designer
Date
2023-2024
2023-2024
Platforms
Web, Mobile
Web, Mobile
Impact
+124.8% scheduled call growth
+124.8% scheduled call growth
Self-Identification Based Contact Routing
Designed and launched a contextual engagement widget on DIRECTV’s homepage with clear paths for direct call, scheduled sales callback, and chat. The experience separated new-customer sales intent from existing-customer support needs, improving routing quality across contact paths.
Problem: A Static Contact Flow Was Misrouting Users
The legacy widget only offered “Call Us” and “Schedule a Call,” with no routing logic for new vs. existing customers. This led to misrouted sales calls, limited engagement, and unnecessary strain on the sales team. It also lacked a self-identification step, clearer support routing, and a chat-based assistance path.
From Static CTAs to Intent-Based Routing
The redesign introduced clearer routing across scheduled sales callbacks, existing-customer support needs, and quick chat assistance, helping users reach the right contact path with less confusion.
Separating New and Existing Customer Paths
Routing Open Questions into Genesys Chat
Impact
More engagement, fewer misrouted calls
Simplifying home equipment management.
Role
Product Designer
Product Designer
Date
2025-2026
2025-2026
Platforms
App, Web, Mobile Web
App, Web, Mobile Web
Key Result
Simplified equipment and service management
Simplified equipment and service management
Overview
Redesigned Verizon Fios account surfaces to improve equipment visibility, service clarity, and cross-platform consistency across app, mobile web, and desktop. The work focused on helping customers manage internet, Wi-Fi equipment, TV, DVR, and phone services within a more unified account experience.
Problem
The existing Fios account experience relied on outdated design patterns, inconsistent information architecture, and fragmented platform logic. Key service and equipment information was often buried or missing, making it harder for customers to understand what was connected, check service status, access Wi-Fi details, or resolve issues through self-service.
Account Home Redesign
The redesigned Account Home experience prioritized service visibility and streamlined account management. Users can view connected equipment, check status, and navigate between internet, TV, and phone services through a more consistent interaction pattern across mobile web and desktop.
Research & System Review
As part of a digital service evaluation, I reviewed the Fios Account Home experience and documented CX issues by task, screen, severity, and product area to support prioritization.
Authentication
I also supported authentication flows within Verizon’s broader account ecosystem, including user ID, password, passkey, security questions, and two-factor authentication. This work focused on making credential-related tasks clearer and more consistent across desktop, mobile web, and app surfaces, while supporting implementation-ready specs for cross-platform delivery.
AI-powered adventure discovery app
Role
Product Designer
Product Designer
Date
2024
2024
Platforms
App
App
Key Result
iOS v1.0 launch · AI assistant
iOS v1.0 launch · AI assistant
iOS Beta to Launch · Gemini-Powered Assistant
VenGo is an adventure sports platform powered by Gemini Pro. As the sole product designer, I helped bring the iOS app from beta to launch, designing discovery, AI-assisted recommendations, event browsing, and location-based exploration flows.
Designed the core iOS experience for discovering adventure content, events, creators, and nearby activities.
AI Assistant for Conversational Discovery
The assistant helps users get personalized adventure recommendations through natural-language prompts, connecting AI responses to profiles, locations, and shareable suggestions.
AI Summaries for Map Discovery
Gemini-generated summaries help users understand nearby events, shops, and outdoor spots directly from the map, turning location results into quicker discovery decisions.
Guiding customers to the right plan.
Role
Lead UX Designer
Lead UX Designer
Date
2024-2025
2024-2025
Platforms
Web, Mobile
Web, Mobile
Impact
4,100+ leads · 30% lead conversion
4,100+ leads · 30% lead conversion
Paid-Search Lead Capture Flow
The Quadro quiz supported DIRECTV’s paid-search landing pages, where high-intent visitors needed a faster way to compare package options. The redesign helped qualify user intent, guide visitors toward more relevant recommendations, and create stronger context for sales follow-up.
Qualification Gap
The previous quiz captured contact information before users had enough clarity on package fit. Without stronger decision logic across delivery preference, internet needs, and content interest, users had less guidance and weaker reason to continue into the sales follow-up path.
Decision Architecture
The redesigned quiz introduced a clearer decision sequence across content interest, service model preference, internet qualification, and package fit. This moved the experience from a contact-first flow to a guided qualification path before recommendation or sales follow-up.
Guided Quiz Experience
The redesigned quiz guided visitors through one package decision at a time, helping them narrow content preferences, service options, and internet needs before moving toward a recommendation.
Tailored Recommendations
The completed quiz translated user responses into package-level recommendations, including service bundles, genre add-ons, and device options. This gave visitors a clearer next step before choosing whether to shop, call, or enter the sales follow-up path.
Impact
Qualified lead generation at scale
