GetInsured’s SaaS platform enables states and private companies to run their own health insurance marketplaces under the Affordable Care Act (ACA). I work with clients, carriers, brokers, consumers, and government agencies to create a health insurance platform that balances the needs of all the stakeholders while driving business growth for GetInsured.

• Product leader responsible for the WeddingPaperDivas.com ecommerce website.• Researched and developed a new product that accounted for 14% of Q4 revenue its first year and became a company best seller.• Designed new site navigation that improved key task completion by over 30%.• Built and launched new site features related to mobile, merchandising, conversion, shopping, search, personalization, social media, and account management.• Managed a team of 2 PMs and 1 UX designer.

• Designed, socialized, and secured funding for a new assistance strategy that impacted more than 70M customer touch-points per year. New features increased customer satisfaction by up to 25% across channels, reduced costs by 18%, beat financial plan by $14M, and increased web and community usage by 40%. The new customer experience was touted in major press releases and product reviews and won Intuit’s Design for Delight award.• Created roadmap and all requirements documents (BRD, PRD, and MRD) for this project. Partnered with local and remote development teams to implement features.• Launched v1 and v2 of a shared web service and associated API that were leveraged across several SaaS offerings. Performed customer research, created roadmap, wrote requirements, and led cross-functional teams using Agile development process. • Launched and managed new service. Analyzed key metrics and instigated iterative improvements. Service garnered 96% customer satisfaction ratings.• Managed A/B tests and experiments related to support, retention, and customer contact channels. Led usability tests, customer visits, and other customer research projects. • Led multiple Search projects using AnswerWorks, Lucene, and Google technologies. • Selected as an Intuit “Innovation Catalyst” in 2009.

• Used “voice of the customer” data to drive 10% increase in resolution rate for key content.

• Oversaw persona research and usability benchmarking studies to better understand customers.• Championed extensive interface redesign across QuickBooks product line.• Managed a department of 34 individuals that included UI Designers and Researchers, Visual Designers, Information Designers, and Web Developers at 5 U.S. sites. • Provided coaching and feedback to increase the effectiveness of team members.

• Led a team of 19 Information Designers creating learning materials for 15+ products.

• Provided editorial guidance and training to Information Designers across 4 divisions to ensure content met customer and business needs.