Mark P Email & Phone Number

United States

• 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.

Worcester, Massachusetts, United States

• 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%.

Palo Alto, California, United States

Worcester, Massachusetts, United States

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

Remote

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

Worcester, Massachusetts, United States

• 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.

Worcester County, Massachusetts, United States

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%.

Remote

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, &.

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.