Role & Scope
• Led UX for customer-facing and agent-facing mobile products in a highly regulated financial-services environment.
• Partnered with Legal, Compliance, and Risk to design experiences that were both compliant and empathetic.
• Worked end-to-end—from discovery interviews and journey mapping through wireframes, hi-fi design, and design QA.
Customer Experience
MOBILE CUSTOMER EXPERIENCE
• Re-designed key flows such as onboarding, account access, payments, and support to reduce friction and drop-off.
• Clarified complex financial concepts (fees, schedules, consequences of missed payments) with plain language and visual aids.
• Used progressive disclosure to keep screens focused while still allowing power users to dig into details when needed.
• Enabled self-service where appropriate while preserving clear paths to live assistance for sensitive scenarios.
Operational Tools
AGENT & OPERATIONS TOOLS
• Designed tablet and desktop tools used by in-store and call-center agents to support customers quickly and consistently.
• Reduced swivel-chair behavior by consolidating information and actions into fewer screens with clearer status indicators.
• Embedded guardrails and just-in-time guidance that helped agents stay within policy while still exercising judgment.
Compliance & Trust
COMPLIANCE & TRUST
• Collaborated closely with Compliance and Legal to visualize disclosures, consent, and eligibility criteria in ways customers could truly understand.
• Used UX research to uncover where misunderstandings or anxiety occurred, then re-designed touchpoints accordingly.
• Helped shift internal conversations from “what are we allowed to say?” to “what do customers actually need to understand to make a good decision?”
Note: I’m actively updating this section with a full case study for this position, including before/after states, outcomes, and team context.