Total Expert

Customer Journeys

Company
Total Expert
Role
Senior Product Design Lead
Team
Customer Experience
Industry
FinTech, Mortgage

Delivering the perfect Customer Journey.

Collaborating with my close-knit product team, I led design efforts to transform automated marketing campaigns. Strategically leveraging AI/ML, we enhanced Customer Journeys with predictive technology, revolutionizing the user experience.

Craft end-to-end experiences

My main product focus was crafting the MVP for User Journeys, which entailed intricate user flows and detailed micro-interactions. This allowed me to meticulously consider every facet of the Canvas User Journey.

Iterative Design and Testing

Regularly interviewed subjects to assess sentiment, plan features, and address app challenges. Testing new features and prototypes gauged reception and customer pain points. My research involved user and expert interviews, workshops, wireframes, prototypes, accessibility considerations, and documentation.

Product Design Thinking

While primarily focused on Customer Journeys, I offered guidance on Design Thinking and Product Methodology. This encompassed workshops, content analysis, IA/sitemaps, navigation audits, prototypes, and advocacy for modern user-centered design practices.

Campaign Payments
Campaign Payments
Campaign Payments
AI Informed Customer Journey
Customer Journeys
In this high-profile innovation project, adaptability within a collaborative team was crucial, alongside the ability to champion Product Design and advocate strongly for customer needs.
  • Advocacy for the customer.
  • Design evaluation and validation.
  • Iterative UX Design and Testing.
  • Ownership of strategic design.
  • Craft end-to-end experiences.
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