Work

Chatbot surfaces FAQs that are relevant to the customer's inquiry. A feedback mechanism is present in case the surfaced FAQ isn't helpful and the customer requires further assistance.

Fixing Broken Windows

Neglecting small usability issues in a digital product can harm the user experience and hinder overall user satisfaction. Fixing these shows a commitment to providing well-crafted and user-friendly experiences.

Kumu's App Navigation

Led the redesign of the Kumu mobile app's navigation, resulting to increased usage of key product features, like Missions (3000%), Wallet (+470%), Notifications (+88%), and Profile (+84%).

Kumu Design Career Growth Framework

Crafted a dual-track growth framework that provides structure and guidance for Kumu's product design team.

Kumu Product Design Team's Processes

As Kumu's first product design lead, I organized and led rituals that fostered a culture of trust and effectiveness.

ING Help Center

Redesigned ING Philippines' digital bank support experience which led to improvements in the user experience, specifically, customer waiting time (-23%) and average handling time (-15%).

Philippine Airlines’ Website

Led the redesign of Philippine Airlines' website, focusing on content discovery and accessibility, leading to an increase in web users (80%), web sessions (93%), and direct search conversions (205%).