Leveraged service design to improve collaboration, cutting issue resolution times by 23% and boosting app ratings. Enabled US/UK market expansion, revenue growth, and compliance through customer-focused solutions. Applied data-driven insights to enhance user experience and meet business goals.

Role

Lead Product Designer - CX

People Involved

Product Manager
Engineers
Legal and Compliance Team
Content Designer

Account Statement

I successfully launched account statements and implemented disclosure requirements to ensure compliance, while also enhancing biometric discoverability, contributing to higher retention rates and revenue growth.

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Customer Journey Mapping

To enhance user experience and retention, we introduced a Customer Journey Mapping feature in our fintech platform. This enabled us to identify pain points, optimize user flows, and personalize engagement.

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Disclosure Requirement

To ensure regulatory compliance and enhance user trust, I designed a compliance-driven disclosure feature for Chipper Cash. This solution included receipt transparency, a dispute resolution function, and clear communication of users' financial rights.

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