Recent work
Delivering big results with AI-powered Bionic chatbots
Collaborating with engineering and product management leadership, I helped launch Bionic chatbots in March 2024. Bionic chatbots is a new, AI-powered chatbot that decreases build and maintenance time while out-performing traditional chatbots. I led my design team to bring Bionic chatbots from idea to execution. I also led other parallel work streams to support Bionic chatbots like the Content ingestion library, Brand voice and PLG motions. I was the Design DRI for the launch, working closely with Sales, Product Marketing, Customer Success, Engineering and Product leadership to ensure a successful roll out.
The launch was a big success: Boomi, an early adopter, saw their average deal close 41 days faster once they switched from traditional chatbots to Bionic chatbots.
Building Drift’s Site Concierge, from vision to launch
The B2B buying process was filled with friction, and engagement rates were really low with traditional chatbots. Drift needed to differentiate itself and become more than chatbot company. Collaborating with engineering and product management leadership, I helped launch Site Concierge in March 2024. Site Concierge is a suite of AI-powered apps - Bionic chatbots, Intelligent Search, Recommended Content and Meeting Booking - that deliver individualized experiences for every visitor. Site Concierge was initially just an idea, but I led my team to turn the vision into reality. We built a new infrastructure, a new content ingestion library, rolled out a refreshed widget styling and delivered 4 brand new apps for site visitors to engage with. I was the Design DRI for the launch, working closely with Sales, Product Marketing, Customer Success, Engineering and Product leadership to ensure our new product was delivering customer value.
Results from early adopters are very promising - we’re seeing 3x engagement using Site Concierge vs traditional chatbots.
Reducing churn at Drift
Drift faced a retention challenge, and product leadership needed insights on how to reduce churn from the product perspective. I joined a three-person team tasked with a comprehensive research project to uncover the reasons behind customer departures.
Our research revealed several key themes, one of which was adoption and activation among our sales users. After leading the formation of a new team, we initiated a workstream dedicated to enhancing activation efforts.
Building a design system to bring consistency to a suite of complex, enterprise products
Epsilon had a suite of rapidly growing products that were developed independently and without design input, resulting in complexity and usability issues.
I established a team of designers and UX developers from scratch and led the creation of a cohesive design system for our award-winning product suite. This system was adopted across all products, leading to faster product development, improved code quality, reduced duplicated efforts, lower maintenance costs, and the delivery of consistent, accessible, and responsive products.
Loyalty Offers App: simplifying a complicated task
Loyalty, part of the Epsilon PeopleCloud suite of products, is a tool that allows clients to build robust loyalty programs, manage their customer base, and create engaging offers that are unique to each customer.
My team was tasked with creating a new application, called Offers, that would allow distributed marketing teams or self-service marketers to create their own offers without having to use Loyalty.