about me.
With over 7 years of Product Design experience, across desktop, web and mobile experiences, alongside a commitment to building useful and trustworthy digital products— I bring a systems-oriented and customer-focused approach to tackling ambiguous and complex problems.
I am many things outside of design; a business owner, a music-enthusiast, an earl grey enjoyer, and a productively tangential talker, who’s gradually becoming a cat person… ^^
i have designed products and features for…
my work.
2023 – 2024
Calling Vision
I crafted a product design vision for HubSpot Calling , specifically the rep and team calling experience in Help Desks, Inboxes and other multi-channel customer support workspaces.
Process:
I led and facilitated a series of cross-functional workshops to help stakeholders across the organization come to a deep understanding of service team needs. Further, I defined and then created alignment around a core mission: Enhancing collaboration and efficiency in team workspaces for service reps who make and receive calls.
Rationale:
In contrast with text-based channels, calling experiences have a key distinction: synchronicity.
Phone calls have a ton of urgency in the here and now, and don’t adhere to the traditionally linear support triage workflow. Therefore, delivering an experience centred on real-time prioritization, collaboration and efficiency during support calls is essential.
Outcomes:
With this vision; I defined, rigorously tested and successfully delivered a tangible strategic direction for the 3-year horizon of HubSpot Calling—helping strengthen and empower rep teams to deliver exceptional customer service.
I tackled key areas of the support rep calling experience, harmonized calling with text-based channels in team workspaces, and delivered a scalable routing system to address the needs of service organizations at various maturity levels— thereby enabling reps to leverage each other’s strengths and specialized skills in on-the-go, and creating a truly collaborative service rep experience.
I also set strategic direction for our 3rd-party calling integrations, and defined how we supercharge rep workflows at critical points, eliminating mundane and repetitive tasks through automation and artificial intelligence.
*The artifacts, metrics and details of this work are confidential.
Please connect with me, and I'd be happy to walk you through a full, in-depth case study.
2022 – 2023
Inbound Calling
I designed a net-new Inbound Calling product to tackle the problem of decentralization, and help service and support teams provide quality customer care through a more connected workflow, built on the powerful foundation of HubSpot’s world-class CRM.
Process:
To achieve this, besides simply crafting a solution; I worked closely with cross-functional partners to enhance the overall calling experience by tackling some gnarly technical systems challenges like rethinking our rigid legacy call association model, in order to properly align data from phone calls with other core objects in the CRM.
I also partnered with stakeholders across several teams to scale specific components and philosophies within our design system— affording us the necessary flexibility to meet the calling workflow needs of our customers, and to better support many upcoming features.
Additionally, I ran experiments to determine next steps for unifying the disparate pieces of the new inbound experience, as well as the legacy outbound calling product, into a single seamless bi-directional calling experience.
Outcomes:
All resulting in one of the Service Hub’s most successful product launches, boosting service-seat retention by a significant margin, and offering customer service teams who use HubSpot a real game changer in their daily workflows.
*The artifacts, metrics and details of this work are confidential.
Please connect with me, and I'd be happy to walk you through a full, in-depth case study.
2017
Instagram Sales Channel
I worked on the first iteration of the globally successful Instagram sales channel, with the objective of making customer conversion from social media more attainable.
Outcomes:
The results were significant revenue growth for merchants and small businesses in over 60 countries, bringing them closer to millions of daily active users on Instagram. Businesses like ORO L.A, who saw an almost 30% jump in conversion within a month of opting into the public beta release.
This in-app shopping feature has now become one of the most iconic and recognizable parts of the Instagram platform experience.
2019
Feedback
& Idea Management
I led design for the Feedback & Idea Management suite and helped to successfully re-position Roadmunk from a simple road mapping tool, into a robust end-to-end product lifecycle offering— which spans the entire feature development journey, and ensures increased confidence at the roadmapping stage.
2021
Clio x Google My Business
Discoverability of legal services is not well addressed in the United States. According to data from The World Justice Project, among the 66% of people who were aware that they had experienced a legal problem, only 33% were able to access help and only a small fraction of it came from a lawyer or professional advice service.
I led design for a Google My Business integration in Clio, improving visibility for specialized practice areas in small to medium-sized law firms, and helping them adjust to unique COVID circumstances with the introduction of service areas in contrast to just physical firm locations.
Outcomes:
GMB was just one of several tools we put in place as part of a strategy to offer firms the ability to build their own multi-source lead generation networks, and to pull all that data directly into Clio, providing a centralized source of insight on where to really concentrate their efforts in finding new clients and growing their law firms.
Additionally, my team provided unique value to Clio customers by partnering with Google to build a verification engine to parse publicly available bar association records and confirm the legitimacy of firm credentials and location.
Thus we helped law firms bypass the bottleneck of Google’s manual verification process, crafting an expedited path for them to get started with Google My Business, and further contributing to Clio’s mission of lifting barriers in access to justice and transforming the legal experience for all.
my approach.
Having worked across problem spaces like e-commerce, legal SMBs, enterprise product tools, customer service channels, etc; I find the most satisfaction in solving for large and diverse groups, and in work that’s grounded in its value to everyday people.
The projects highlighted above exemplify my ability to deliver consistently, utilizing a wide range of skills which include:
Navigating ambiguity— creating clarity around the why, the what comes first, the what’s possible in general vs what’s necessary right now— all with a firm bias toward action.
Breaking down complex concepts, and finding common threads across varying objectives in order to unify teams.
Optimizing for the right timing and fidelity of artifacts, alongside clear communication to help strengthen alignment.
A dedication to sharpening my craft through rapid feedback loops, thoughtful execution, and leaning into trusted frameworks or partnering with my team to create new ones that work better for us.
more.
click us!
Rhyse Co. is a Toronto-based shop, specializing in limited edition head wraps and ties.
All products are handmade in West Africa.
(branding / website / photography)
Variant special release album covers for the ‘Things I Learned At Home’ (TILAH) EP by Kwési.
(Illustration, visual design)
A few miscellaneous samples of my visual design / illustration work.