"Delight people, the business will follow."
I lead end-to-end design strategy, scale design impact across teams, and build the culture that makes great design sustainable.
How I drive impact
My work centers on three areas that extend beyond individual deliverables and focus on system-level impact across SalesTech and VEP.
End-to-end product strategy
Expanding Concierge beyond a set of features into a connected system that informs platform direction. Proactively identifying opportunities and defining future states before requirements are set.
Scaling design impact
Establishing shared principles, tools, and operating models that enable consistent, high-quality decisions across teams. Creating repeatable frameworks that reduce ambiguity and improve alignment.
Elevating design culture
Strengthening the design community through mentorship, knowledge sharing, and initiatives that lift engagement and craft maturity. Creating space for designers and partners to collaborate confidently.
Projects
Over the years as a product designer, I've had the opportunity to work on a range of projects, case studies, and audits.
Project: AI Native IEP, Putting Tools Into the Workflow
Led the design pushing IEP's expert workspace from baseline third peak to its next iteration. The provocation: instead of leaving a call to open a tool, everything becomes a real-time card driven by what the customer says. A roadmap-moving bet, now built into how AI Native IEP scales.
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Case study: Agentic (AI)-Powered Support, Expert to Expert
Designed a flexible chat feature in IEP that connects Tier 1 and Tier 2 experts through Intuit Assist, our gen-AI-powered virtual assistant. Combining self-help, call summarization, and smart routing, this solution launched with TurboTax and is built to scale across expert roles and products.
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Case Study: TurboTax Concierge, A New Seller Archetype
Designed the E2E experience for a net-new white-glove seller role connecting leads to TurboTax experts. From service blueprinting to aligned tooling, Concierge now influences 53% of conversions.
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Case Study: Migration for 30,000+ Product Experts
Led the UX design for a large-scale migration from Salesforce to Intuit's internal platform, IEP. Collaborated across legal, security, and service delivery teams to turn complex challenges into user-centered solutions that ensured a smooth transition for tens of thousands of support experts.
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Case study: CityU Website Redesign
Led the full redesign of CityU's website to better serve working professionals and international students. Focused on usability, clarity, and accessibility, the new experience drove a 212% spike in RFI submissions post-launch. My role spanned research, prototyping, and ongoing optimization.
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UX Audit: Rethinking UX Audit: Rethinking the Path to Support
Led a comprehensive audit of the QuickBooks product support experience to uncover why customers were missing key support options. Through research, analysis, and UX best practices, we identified design opportunities to guide users more effectively and improve access to the help they need.
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