• Led the transfer of the health insurance product experiences (HSA and FSA) from 3rd party vendors to a unified, consumer-grade platform• Own the end-to-end UX strategy process from ideation to execution across multiple flows• Envisioned and documented solutions through user flows, storyboards, wireframes, personas, prototypes, test cases, and user stories• Delivered standard architecture, screens, and components for insurance transactions' future scalability, resulting in saving 75% of the team’s time• Developed 10 product features for the Net Benefits web & Fidelity Health app mobile (IOS/Android) increasing user satisfaction by 25%.• Collaborated with the design team to develop the generative AI-powered Decision Support Tool for medical plan subscriptions.• Designed tailored experiences in partnership with UX researcher, to meet the specific needs of Microsoft, contributing to a 27% increase in funds

• Executed UX research (user interviews, competitive analysis, personas, and data analysis) to inform UX strategy and UX design decisions.• Delivered a unique data-driven concept - a multi-device mental health counseling solution for patients, family members, and doctors.• Implemented product has the potential to increase the awareness of mental health support resources across hospitals in the U.S. by 30%.

o Designed and builded graduate Marketing Strategy and Research courses on the client website.o Created web educational content (UX writing, presentations, and videos) in Adobe, PowerPoint, and Camtasia

o Delivered B2B web application prototypeo Delivered competitor analysis, user research, and wireframes for the mobile version of B2B web applicationo Improved visual key brand elements

• Led an Agile team to address digital needs for 32 small businesses and non-profits, completing 36 sprints with 95% positive client feedback.• Ran audits, competitive analysis, and heuristic evaluations to enhance usability across multiple projects at Shopify, Magento, BigCommerce, & Wix.• Facilitated 56 workshops and usability sessions, uncovering user pain points and delivering user-focused solutions.

o Completed participants recruiting, run stakeholders & user Interviews, card-sorting, competitive analysis.o Delivered new visitors’ user flow, run several rounds of remote usability testing. Increased donations by 70%.

o Consulted 5 international e-commerce businesses in CX strategy on e-commerce platforms (Amazon, Etsy, & EBay) according to product trends, vendors, & services. Supported clients in addressing complex problems & managed escalated complaints.o Developed project proposals (problem statements, opportunity assessments, solution overviews, success metrics, & ROI).o Based on customer research (observational studies & interviews) mapped the CX across key journeys, documented personas, touch- points, processes, stakeholders, & KPIs. Built design systems to govern the purpose, principles, & process of CX improvements.

o Led an e-commerce initiative at Abebooks by guiding customer purchase experience.o Promoted organizational goals by providing continuous customer-centric service & support to customers.o Coordinated logistics to ensure timely product delivery. Created a training program for new employees to assume their work responsibility.o Synchronized whole business inventory with the database which saved 800 man hours for the team. Improved the customer experience by 25% through customer feedback & survey analysis.