Julia Choy Email & Phone Number

New York, NY, US

New York City Metropolitan Area

New York City Metropolitan Area

• Successfully launched a notes feature within our Journey Builder, enhancing collaboration and serving as a valuable tool for internal users and external marketing/sales manager personas.
• Designed and implemented user and team management solutions to drive customer autonomy, resulting in immediate client adoption and increased Customer Success efficiency
• Conducted comprehensive UX audit analyzing existing manager/admin workflows, and identified pain points, inefficiencies, and gaps in the user experience. Designed solutions that optimized efficiency and usability.
• Developed Queue & SLA management solutions, as well as roles and permissions management to support our product roadmap and fill product gaps.

United States

• Designed and led cross-functional collaboration on:
• Deadline, task, and labor management to increase operational efficiency for Keying Managers and Business Admins.

New York, United States

• Designed and led cross-functional collaboration on:
• Flexible user permission management as the first step towards supporting multi-tenancy.
• Performance and scalability issues to decrease load time by 90% for high volume use. This helped win a Forbes Global 2000 client.
• New cloud product login experience and API account and credentials management feature.
• System health page that helped to identify system health issues and aid client self-servicing.
• Drove organizational pivot to focus on the upgrade experience through stakeholder and user research and journey mapping.

New York, New York, United States

• Owned research, design, and testing of a complex customer account management system used and referenced by five internal teams. Created a scalable design system for Internal Tools.
• Increased internal operational efficiency and decreased business costs by decreasing time spent on search by 5x, increasing speed and ease of new employee onboarding by 2-3x, and creating 100% visibility and data.
• Planned and facilitated an internal stakeholder ideation sketch workshop. Shared product management role by gathering requirements, prioritizing, scoping, and writing documentation.
• Stewarded DesignOps through improvements in file management, design subscription management, program management, and internal surveys and interviews to measure team morale.
• Created responsive and accessible designs for role identification during new account registration flow for teachers/admins for consumer product.
• Led the information architecture and article content improvements within BrainPOP's Help Center Integration section.

Greater New York City Area

• Conducted client ideation workshops and created proof of concepts for new client initiatives with JPMorgan Chase, Bank of America, Royal Bank of Canada, CapSpecialty, and Markel.
• Owned end-to-end process from research to final designs of Quick Quote feature for Markel’s Brokerage Casualty Line of Business (LOB) within existing legacy underwriting platform (B2B enterprise web app.)
• Leveraged Quick Quote designs to redesign Risk Analysis feature and provided a style guide to scale new designs to other LOBs.

Greater New York City Area

• Developed wireframes, prototypes, micro-interactions, sitemaps, and accessibility alt tags to enhance the user experience for clients including Alcon Dailies, Somatuline Depot, and Mavyret.
• Produced functional requirement documentation ensuring seamless collaboration with developers for smooth project handoff.

Greater New York City Area

• Contributed to the development of a Swiffer marketing campaign targeting a new consumer demographic through a multi-channel marketing experience. Played a key role in experience mapping, user research, and microsite.
• Designed and tested a prototype for Garnier's mobile Shade Selector, resulting in an improved user experience. Additionally, created wireframes for design initiatives for HPE, AXA, and WarChild USA.

Greater New York City Area

• App launched late July 2017 and closed in March 2020 due to Covid-19.
• Collaborated with CEO & CTO to prioritize and define startup mobile app features, functionality, goals, roadmap, and designing all final screens for beta launch in Jul ’17.
• Conducted market research to define our potential user groups and guide our marketing strategy.
• Conducted and leveraged user testing findings to improve existing core user flow by removing the reservations feature and allowing user greater app access while checked in.
• Designed gym partner web app to view data and manage POPiN users across 3 roles.

Greater New York City Area

• Led front end developer intern and data science intern through UX process to discover a new product design solution.
• Established product direction via research, synthesis, wireframes and prototype.

New York, NY

• Transitioned email-based habit forming & accountability program into an iOS Mobile App prototype.
• My Role: Project manager, client contact, user research & synthesis, persona development, user wire flows, usability testing, and content copywriting and editing.
• Deliverables included user research findings, competitive/comparative analysis, goal setting behavior survey results, user personas, 2 rounds of user testing & iterations, final clickable prototype via InVision and.
• Created extensive research report & spec doc with style guide, app map, and wire flows for developer handoff.
• Provided additional suggestions for business and revenue development, along with further considerations for program iteration.

Greater New York City Area

• User Experience Designer Immersive (UXDI) is a 10-week long boot camp dedicated to preparing students to think like designers and approach problems creatively in order to design the next generation of mobile/web.
• Developed web responsive site platform to connect beauty retail professionals to volunteer opportunities with a non-profit organization that helps victims of domestic violence.
• Redesigned popular museum e-commerce gift shop site via mobile first approach with a focus on information architecture redesign and user persona prioritization while maintaining business brand style and goals.
• Redesigned popular limited sale discount shopping application by implementing social features that would foster stronger connections between users and brands, increase user engagement, and drive sales.
• Designed mobile application to solve for monitoring unused and about to expire purchased food/groceries. Skills Learned:User Centered Design Thinking, User Research, Research Synthesis, Information Architecture.

I managed, trained, and developed teams of 10 to 100+ employees in operations at Loews Hotels (Orlando & Philadelphia) and Pier Sixty (NYC). In that time I utilized design thinking methodologies to improve processes or create new programs that positively impacted the team member's work experiences and guest arrival experiences.

Bachelor Of Science, Hospitality Administration

Activities and Societies: National Society of Minorities in Hospitality, National Association of Catering Executives

Certificate, User Experience Design