allstate

Redesign the Payment History page to show more options and details

Tasked with improving the Payment History screen, we expanded its scope to display more meaningful transaction details for both customers and CSRs. This included payment status, method, and policy premium changes. To help users navigate complex dollar amounts, I implemented tooltips and added transaction-type filtering, which revealed the need to reframe the feature as “Transaction History.” While back-end limitations prevented us from integrating policy history with payment data, I recommended removing an outdated billing schedule page that created confusion.

TEAM: UX Design, Visual Design, Engineering

Shado Design

Designing a website for a ux design studio

I was the content designer and strategist directing a content-first approach building a new website showcasing Shado Design’s UX design work.

  • Established target audience, voice, and tone for Shado Design.

  • Developed clear, easy-to-navigate information architecture. I wrote project descriptions and a contact page for users to get in touch with Shado Design.

  • I built a Wireframe for the Shado Design Website, wrote a Style Guide and performed user testing.

Testers shared an 83% satisfaction rate and intent to contact Shado Design based on all pages reviewed.

NUCASH

Banking app for college students in India

I worked with the design team to develop awareness and sign up flow for new users. 

I created an empathy map to aid in drafting awareness messaging. I reviewed existing testing and feedback to understand audience needs and pain points.

  • I developed messaging for:

    • the core landing page

    • an email onboarding nurture series

    • a sign up flow including a one-time-password (OTP) security process.

    • We used Confluence for content management and Figma for design and content design.

  • Each step needed to concisely capture the benefits related to the audience and their concerns while ensuring security.

    • I leveraged access to college interns for feedback regularly for terminology and tone.

PUGET SOUND ENERGY

Move the rebate application process from paper to online

Final pop-up for customers to submit their rebate request

Puget Sound Energy is a gas and electric utility in Western Washington. The Energy Efficiency team wanted to move the rebate application process from paper to online. I was the content designer working with communications, EE, and front-end web designers and reviewed the off-the-shelf solution for usability and clarity.

  • The product was rudimentary and needed basic functionality and page re-designs to adjust for clarity. 

  • Many design and content recommendations could not be implemented because it was an all-inclusive platform used by many utilities.

    • Despite this, one year into launch 85% of all rebates filed used the online tool.

orca Card

Refine and update the “get a card” process for general users

As part of the UX Writing class at School of Visual Concepts in Seattle, we were to refine and update the “get a card” process for general users of Puget Sound regional transit reusable cards. I reviewed the current process with the goal to improve the information and flow by only editing the words.

Laying out the simplest journey from point A to B, I rewrote the flow, decreasing and combing text, adding tool tips, and by adding a critical confirmation dialog box upon hitting the “cancel” button. As a student project, I learned UX writing and design thinking fundamentals, the importance of collaboration and creative problem solving, and never being afraid to question everything.

What I discovered when I clicked “cancel.”