Total Expert

Customer Engagement Platform

Customer Engagement Platform

Collaborating closely with a dedicated product team, I led end-to-end design, research, strategy, and leadership initiatives. My work spanned from revamping automated marketing campaigns to strategically leveraging AI/ML, transforming customer journeys with predictive technology that redefined the user experience.

My primary focus was crafting the MVP for User Journeys, designing intricate user flows and micro-interactions. I led the integration of AI / ML into predictive workflows, enhancing efficiency and quality while passionately advocating for the user throughout the design process, with thoughtful attention to every detail of the Canvas User Journey.
Regularly interviewed subjects to assess sentiment, plan features, and address app challenges. Testing new features and prototypes gauged reception and customer pain points. My research involved user and expert interviews, workshops, wireframes, prototypes, accessibility considerations, and documentation— translating research insights across the customer experience landscape.
Guided design thinking and product methodology, leading discovery sessions, mentoring junior designers, and spearheading design system initiatives. My work included content analysis, journey mapping, sitemaps, accessibility testing, navigation audits, prototyping, and advocating for modern, user-centered design practices.
  • Company:
    Total Expert
  • Role:
    Senior Product Design Lead
  • Projects:
    Campaign Auto Payments
    Customer Journeys
    Design System
    Print Auto Campaigns

Guided by transformational design strategy, I led my team through research and iterations, evolving from a form-based process to an cutting-edge, automated customer journey application.

  • Expert interviews
  • Established and contributed to Design System
  • Competitive industry analysis
  • Future-state design strategy
  • Interviewed, onboarded and mentored junior designers

Case Study: Coming Soon

Mapping the Customer Journey

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