I led the redesign of the incident management process for ticket submissions, aimed at enhancing user experience and efficiency for the GM Operations and Database Support Teams. This initiative successfully increased the Net Promoter Score (NPS) for our support services by +10, driven by a focus on user experience and incorporating valuable customer feedback.
01 Developed full end-to-end work flow, collaborating with cross-functional partners across all stages, from research, design, to execution.
02 Identified customer needs, pain points, and usability gaps across 20 digital database applications through customer journey mapping of the incident management processes
03 Built vision, ran user research, and defined product framework using interactive prototypes using Figma.
04 Improved NPS for support services to +10 by redesigning incident management processes for the Database Support teams, focusing on user experience and incorporating customer experience feedback
05 Conducted UAT testing in development to validate engineering changes and updates met customer needs and system functionality
06 Enhanced the product development lifecycle by leading design thinking initiatives with development teams
