I drive UX strategy tasks for each product lifecycle phase and client deployment and devise, evaluate, and upgrade navigation, taxonomy, and other information architecture structures. I perform content audits and content analysis and conduct user-centered research including interviews, usability tests, surveys, and card sorts utilizing Google Analytics or similar tools. I also lead discovery workshops, review and document findings, and make recommendations. I develop interaction design artifacts including wireframes and prototypes, and design user and task flows. I also direct business review meetings to present and discuss project deliverables and client goals. And finally, I conceptualize and develop content including product marketing materials such as webpage content, email marketing, and social media posts.• I directed the design and UX strategy that evolved an MVP product into the first commercial solution for the team, ABS My Digital Fleet, quickly gaining market traction and growing in the first year to 400+ users and 9 modules, achieving year one revenue of $1.6M, with projected revenue to $2.6M for year two, and launch of spin-off company with $10M raised in start-up capital.• Led workshops to discuss design thinking and client feedback and conducted market, competitor, and user research resulting in creation of additional modules, allowing for upsell opportunities to existing clients, and resulting in additional quarterly sales.• I bolstered company sales in local and international branches by producing new product marketing materials for business development teams to conduct effective pitch meetings.• Formulated mockups, use cases, and conversation flows for conversational AI chatbot to provide immediate actionable insights and serve as a customer support touchpoint.• Increased team engagement and encouraged customer-centric culture by instituting and coordinating Lunch and Learn workshops.

For this role I led the planning and design of promotional and administrative campaigns for Digital Solutions Team to meet company needs and achieve client deliverables. I developed multiple aspects of UI/UX wireframes from stated technical design specifications, schedules, milestones and objectives while adhering to budgetary constraints and supporting process improvement. I also contributed to workshops with current and potential clients to discuss digital design solutions and products and services offered. In addition, I formulated new designs and reconfigured existing designs while producing design solutions through wireframes, visual and graphic designs, flow diagrams, storyboards, site maps, and prototypes.• I designed MVP resulting in production of best in market flagship product titled ABS My Digital Fleet to gain market traction and collect feedback resulting in promotion to UX Strategist.• I produced 15+ product concepts, including business analytics, workflow management, and online marketplace with eight currently in production, leading to 157% increase in annual recurring revenue.• In order to streamline product creation procedures I fully configured a process management tool and trained senior personnel and other staff.• I established executive review meetings to strengthen client relationships by attaining feedback, documenting and discussing pain-point management, presenting project milestones, and determining areas to add value.• I created user training materials and conducted training sessions for global users and account managers across multiple products.• I designed UI and developed email content for application alerts for a Remote Survey product critical to business continuity during COVID-19 pandemic ensuring client accessibility of remote services and maintaining revenue.

In this role I oversaw testing phase of production process by inspecting various electronic tools and web applications and wrote extensive test scripts including negative test cases. I generated test data by utilizing SQL series to analyze usability, functionality, and reliability and provided recommendations for usability and UI improvement based on test results. Utilizing HPQC software I managed tickets and formulated process flows, provided guidance to improve usability and UI.• I was promoted to UI/UX Designer resulting from initiating and leading the creation of new mockups.• I was selected to collaborate in high-level workshop and think tank to brainstorm and conceptualize a new product.

In this role I developed website mockups and pitch decks by creating web graphics and wireframes in alignment with client requirements. I provided professional web-based services including website building, branding, and marketing. In addition, I facilitated workshops to train new clients about website specifications. I also performed day-to-day business operations by guiding discovery sessions for existing and prospective customers about content creation and management, search engine optimization (SEO), and keywording, while maintaining client websites.• I achieved excellent customer service by generating 10+ websites across various industries including retail, construction and oil and gas.• By utilizing a customer-centred approach I optimized client experience by providing additional website support through coaching customers in website organization and maintenance, thereby minimizing costs.

For this public service company I provided technical support for library patrons and staff while managing digital subscriptions by utilizing usage statistics. I also collected and analyzed statistical data to curate collections in alignment with customer needs and enact website improvements. Furthermore I curated physical and electronic, material and contributed content to library newsletter. I also devised programs to attract new patrons and encourage increased engagement with existing customers at central branch.• I re-configured new UI interface for library website thereby enhancing usability and accessibility for 2M+ website users and achieved 2018 Employee of the Year award.• In addition I boosted library participation rates by 100% by implementing book club initiative facilitating online and in-person meetings.• I led 24/7 virtual chat support program and recruited and trained staff and volunteers to participate and provide professional support to nation-wide users in timely manner.• I developed a successful BookButler program that tailors recommended reading material to individual client preferences.• To assist patrons in self-service troubleshooting, I developed a number of resources.