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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 for underbanked consumers.
- Worked end-to-end — from discovery interviews and journey mapping through wireframes, hi-fi design, and design QA.
Customer Experience
Mobile Customer Experience
- Redesigned onboarding, account access, payment, and support flows to reduce friction and increase conversion for underserved consumers.
- Clarified complex financial concepts using plain language, progressive disclosure, and visual aids — reducing support call volume.
- Used progressive disclosure to keep screens focused while making power-user details accessible without overwhelming first-time users.
- Enabled self-service pathways with clear escalation routes to live assistance for sensitive or high-stakes scenarios.
Operational Tools
Agent & Operations Tools
- Designed tablet and desktop tools for in-store and call-center agents handling loans, renewals, and customer support.
- Reduced redundant navigation by consolidating information from multiple legacy screens into single, contextual views.
- Embedded guardrails and just-in-time compliance guidance directly into agent workflows to reduce errors and policy violations.
Compliance & Trust
Compliance & Trust
- Visualized disclosures, consent flows, and eligibility criteria in ways customers could genuinely understand — not just legally satisfy.
- Used UX research to identify and redesign anxiety-causing touchpoints, particularly around rejection, fees, and repayment.
- Shifted the internal focus from 'did we show the disclosure?' to 'does the customer understand their options?' — improving both compliance and satisfaction.
Selected Work
Case Studies
Note: I'm actively updating this section with a full case study for this position, including before/after states, outcomes, and team context.