Highlighted Projects

Experience Cloud Customer Portal

Spearheaded UX design and research efforts for a Salesforce implementation, driving the project from a pilot program to a successful product launch. The design of the end-to-end portal experience, informed by user research and iterative prototypes resulting in a 93% user satisfaction rate.

Led the strategic redesign of a critical transaction screen flow experience, transforming an outdated process into an intelligent, guided experience. Leveraged heuristic assessments and user research to cut cognitive load, reduce errors, and empower customer service agents to deliver efficient and accurate service.

Service Cloud CSR Hub Experience