Empower the Product Team
I made sure to tell the product team what users needed in a way that was easy to understand.
This helped them make smart data-driven decisions, prioritize and add new features, and directly address issues users faced.
Reduce Pain Points for Users
My mission was to alleviate user frustration and enhance their overall experience.
I designed a seamless support and feedback system that served as a bridge between users and support agents.
This platform made it incredibly easy for users to report issues, request assistance, and offer valuable feedback, all with the end goal of reducing their pain points.
Reduce Pain for Support Agents Too
The feedback system integrated internal reporting tools, empowering support agents to effortlessly identify user issues and collaborate with the product team.
My findings were crucial in driving the prioritization of new features and product improvements.
In follow up research, these changes significantly reduced user frustration.
Higher Completion of the intended User Journey
with over 1 Million Requests Sent.
Improving Apple App Store Reviews from
2.7 to 4.7 out 5 Stars with Over 2.1K Ratings.
Front End ---------------------------
Back End ---------------------------
After they submit, the information is stored in a Django-supported admin portal.
The admin provides a centralized location for agents to conveniently access all the information they need.
Hi, I noticed that there's this....
Hey there, I NEED HELP! What...
In Contact with
User / Investigating
This isn't exactly what it looks like, but it's pretty close. I can't show the actual interface for legal reasons.
Next, depending on what the agent fills in, they are directed to the application they need to use next.
Corresponding with The User.
Collaborating with Teammates.
Tracking Feature Requests.
Filing Bug Reports.
Additional User Research
To capture a complete understanding of user sentiment and pain points, I integrated insights from usability studies, surveys, and user behavior into my reports for the product team.
Usability Study with
We conducted unsupervised at-home usability studies with 12 diverse users fitting our user personas.
Participants, spanning young to recently retired professionals of all socioeconomic backgrounds, had multiple online accounts and wanted insight into how companies used their data.
The users sought an easy way to control their info without navigating terms of service or dealing with the time-consuming bureaucracy—no forms, no hunting for the right people to talk to.
We sent out surveys to new users shortly after they began using the app.
The survey aimed to encourage open sharing of thoughts, ensuring each question stayed focused for clarity.
We kept the survey brief and allowed users to skip questions—our goal was to keep everyone engaged until the end without forcing answers that might affect the results.