One entry point. Multiple ways to connect.

Role
UX Designer
Date
2023-2024
Platforms
Web, Mobile
Impact
+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 to Chat

Impact


More engagement, fewer misrouted calls

Simplifying home equipment management.

Role
Product Designer
Date
2025-2026
Platforms
App, Web, Mobile
Key Result
Simplified equipment and service management

Connected Home Account Experience


Verizon Fios customers manage their home internet, TV, and phone services through one account experience. I redesigned how connected equipment and service details surface across app, desktop, and mobile web, so customers can see what is connected, check service status, and resolve issues through self-service.

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The existing Fios account experience relied on outdated design patterns, inconsistent information architecture, and fragmented platform logic.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.

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
Date
2024
Platforms
App
Key Result
iOS v1.0 launch · AI assistant

iOS Beta to Launch


VenGo is an adventure sports platform powered by Google Gemini Pro. I helped take the iOS app from beta to launch, designing core discovery flows across AI-assisted recommendations, events, and location-based exploration.

AI Assistant


The assistant lets users ask for adventure ideas in natural language and get personalized recommendations based on their interests and location.

AI Summaries


Gemini-generated summaries highlight useful details about nearby events, shops, and outdoor spots directly on the map, helping users quickly decide what’s worth exploring.

Guiding customers to the right package.

Role
UX Designer
Date
2023-2024
Platforms
Web, Mobile
Impact
4.1K+ leads/mo · 30% outbound 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.
BeforeAfter
Redesigned quiz
Original quiz

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.
Quiz step 1: Content interest Quiz step 2: Premium channels Quiz step 3: Service type Quiz step 4: Viewing location Quiz step 5: Internet access

Tailored Recommendations


The completed quiz translated user responses into package-level recommendations, with a flexible structure that could adapt to evolving packages, add-ons, and device options.

Impact


Qualified lead generation at scale


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