Jonathan De La Rosa Email & Phone Number

New York, New York, United States

Developed and refined conversation design flows, focusing on optimizing multimodal, voice, and chat self-service experiences to improve user satisfaction.Implemented user-centered design principles to create intuitive and engaging communication experiences, enhancing the overall effectiveness of the conversational agent.Partnered with cross-functional teams to integrate advanced AI technologies into the conversational agent, ensuring seamless and efficient support.

Bloomington, Illinois, United States

Established a component library that accelerated development cycles by providing reusable building blocks for voice and chat applications.Created a comprehensive conversational design playbook defining guidelines, best practices, and governance, providing a reliable framework for our development process.Implemented a conversation design critique process involving cross-functional stakeholders to gather feedback and ensure buy-in for the conversational design system.

Austin, Texas, United States

Played a crucial role in The Schwab Assistant, handling over 1.7M conversations, deflecting 40% of calls to human agents, and reducing operational costs.Achieved an 80% customer satisfaction rating for conversations resolved by The Schwab Assistant by executing usability testing to validate conversational experiences.Contributed to the conversation design framework for The Schwab Assistant, which improved NLU accuracy by 35% through intent optimization and entity… Show more Played a crucial role in The Schwab Assistant, handling over 1.7M conversations, deflecting 40% of calls to human agents, and reducing operational costs.Achieved an 80% customer satisfaction rating for conversations resolved by The Schwab Assistant by executing usability testing to validate conversational experiences.Contributed to the conversation design framework for The Schwab Assistant, which improved NLU accuracy by 35% through intent optimization and entity handling.Conducted user research and user testing, leading to a 27% reduction in customer effort scores for routine inquiries handled by The Schwab Assistant. Show less

Miami-Fort Lauderdale Area

Achieved a 40% increase in student engagement with university services by integrating the AI chatbot with various internal systems, such as class schedules, dining options, and technology support, to provide a holistic user experience.Improved response times and user satisfaction by 25% by analyzing chatbot interactions and making adjustments based on user feedback.Reduced call wait times by 30% by developing a conversational AI-based telephony-integrated voice bot and… Show more Achieved a 40% increase in student engagement with university services by integrating the AI chatbot with various internal systems, such as class schedules, dining options, and technology support, to provide a holistic user experience.Improved response times and user satisfaction by 25% by analyzing chatbot interactions and making adjustments based on user feedback.Reduced call wait times by 30% by developing a conversational AI-based telephony-integrated voice bot and implementing intelligent call routing.Enhanced the lead conversion rate by 25% through targeted and personalized chatbot interactions by implementing a customized interaction system that uses data analytics to tailor responses based on user behavior and preferences. Show less

Miami/Fort Lauderdale Area

Spearheaded systems-level design thinking, coordinating all UX-related efforts and leading all research and design for legacy app modernization, saving teams $30K per project.Injected Lean UX paradigms into Agile development processes, significantly improving the scrum team's velocity and overall collaboration by 50% while placing the user at the core of the life cycle.Contributed to redesigning the university's main website, resulting in a 30% increase in user engagement and a… Show more Spearheaded systems-level design thinking, coordinating all UX-related efforts and leading all research and design for legacy app modernization, saving teams $30K per project.Injected Lean UX paradigms into Agile development processes, significantly improving the scrum team's velocity and overall collaboration by 50% while placing the user at the core of the life cycle.Contributed to redesigning the university's main website, resulting in a 30% increase in user engagement and a 20% reduction in bounce rates.Established a design system and UI pattern library to redesign the university staff's central data analytics platform, increasing adoption by 35%. Show less

Fort Lauderdale, Florida, United States

Responsible for designing and shaping unique, user-centric products and experiences by standardizing components and improving designer/developer handoff, reducing product development waste and cycles by 30%.Collaborated closely with agile teams of developers, copywriters, and UX designers to shorten projects by 60 days, saving the company $200K.Effectively communicated interaction design ideas by presenting wireframes, prototypes, storyboards, and user flows​ during design… Show more Responsible for designing and shaping unique, user-centric products and experiences by standardizing components and improving designer/developer handoff, reducing product development waste and cycles by 30%.Collaborated closely with agile teams of developers, copywriters, and UX designers to shorten projects by 60 days, saving the company $200K.Effectively communicated interaction design ideas by presenting wireframes, prototypes, storyboards, and user flows​ during design reviews to Product and Engineering teams, reducing rework and bug fixes by 12%.Developed training and knowledge-sharing practices between technical and design teams by maximizing product impact and minimizing development time and cost by 20%. Show less

Greater New York City Area

Assimilated internal data, performed task analysis, comparative benchmarking using SUS, and formative discovery testing to iterate and improve the usability of products that were being redesigned.Designed and developed templates for a systematic brand design.Partnered with the Lead Designer in the brand identity stationary redesign. Assisted with the website content audit and I/A. Learned how to create a components diagram for agile web and mobile mockups.

Greater New York City Area

Partnered with the Creative Director to design graphic images for store advertisements, emails, web, and corporate.Assisted with the creation of multiple layouts for print collateral.Conducted research with the Brand Manager on visual images for campaign concepts.Collaborated with the Digital Creative Team to conduct thematic image research and scanning.