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.

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.

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%).

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.

Kumu Design Career Growth Framework

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

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.

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.

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.

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%).

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.

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%).