Crystal Shan Email & Phone Number

California, United States

San Jose, California, United States

Webex AI Agent - Developer Experience • Currently leading design for the LLM powered virtual agent creation experience for developers. Webex Contact Center - Admin & Agent Experience:• Designed self-service trials for the Cloud Contact Center, reducing customer time to value from 3 months to minutes. Generated over $13 million in revenue with over 60 conversions since launch and received the Best Innovation/Improvement Award.• Conceptualized a brand new user experience for Contact Center agents, leveraging AI and spatial computing to improve workflow efficiency and overall experience. Recognized for the best product concept demo by EVP, directly influencing leadership's decision to invest in the product area in the years to come.

San Jose, California, United States

Webex Online - SMB users, e-commerce, trial & purchase experience• Worked closely with the PM Lead and Eng Lead in quarterly and yearly planning and advocated for the prioritization of user-centered improvements. Presented design work frequently to secure leadership buy-in and keep teammates and collaborators informed.• Planned and maintained the team's design backlog based on business requirements, UX visions, research insights, customer support, and leadership feedback.• Guided two designers on the team through multiple features from initial concept to production.

San Jose, California, United States

Webex Online - SMB users, e-commerce, purchase experience• Led the baseline study to measure current site status against key metrics for the entire purchase flow and identified top conversion blockers. Planned the UX backlog accordingly to improve business metrics.• Designed the north star of a hardware and software combined shopping experience to support the growth of the Webex portfolio.• Advocated for user experiences in collaboration with cross-functional teams to address business, marketing, legal, finance, tax, and technical requirements.• Balanced multiple projects while meeting tight deadlines.

Remote

• Designed course manager, course portal, and video streaming features for a SaaS online learning platform, created customized solutions for different customers, led the redesign of UI library.• Executed a company rebrand, led the design for the company website and IPO campaigns.

Remote

• Designed multiple features of a customer-facing product from concept to launch, increased signup rate by 107%, reduced bounce rate of the homepage at 57%.• Led both qualitative and quantitive research including survey, interview, and behavior analysis using Google Analytics, Fullstory, and Hotjar.

Allen Park, Michigan

• Led the design to ensure data security of a SaaS vehicle data analytics platform, created simple and flexible user management solutions applicable to various company use cases.• Initiated meetings with PM on project scope, timeline, user research findings and design solutions. Closely collaborated with front-end and API teams to understand technical constraints and iterated designs. Led design handoff meetings and created design specs to clarify interaction details.• Designed with and contributed to the growing design system following the Atomic Design principles.

Amsterdam

• Redefined the product direction targeting chronic headache patients for client SAP, led design thinking workshops, produce deliverables for every stage of the design process.• Designed a chatbot integrated mobile app that enables patients to easily track symptoms and see personalized health alerts and advice. Handed off design concepts and UI prototypes to SAP Mobile Innovation Lab for final development.

Ann Arbor, Mi

• Hired as one of the first 5 employees at the company. Initiated the company’s first design system to specify core UX, visual, and interaction elements. Created the entire UX and UI design of a SaaS platform from scratch.• Contributed to the front-end development of the company's first product using HTML and CSS. Worked closely with engineers to refine details.

Beijing City, China

• Customized solutions and developed business opportunities with 50 potential partners.• Worked with vendors to create marketing materials.• Collected over 100 leads at the Business & Artificial Intelligence Summit 2017.

Master Of Science (Ms), Human Computer Interaction, 3.91

Activities and Societies: Design Clinic

Bachelor Of Engineering - Be, Landscape Architecture, National Scholarship Recipient (Top 1% )

IFLA-Asia-Pacific Region Student Design Competition Top 10.