Profile
Product designer with six years on subscription and marketplace products. Recent work includes a cancellation flow redesign that reduced churn by around 11%, and a 60-component design system now used by all six squads. Comfortable running research, not just interpreting it.
Professional Experience
- Ran 14 moderated usability sessions on the cancellation flow, which showed most users could not find the pause option; surfacing it reduced cancellations by around 11% over the following quarter.
- Built and documented a 60-component Figma library with tokens shared with the engineering Storybook, and ran adoption sessions that took usage from two squads to all six in a quarter.
- Led accessibility remediation across the account area to WCAG 2.2 AA, including a rewrite of the payment form error handling.
- Facilitate fortnightly critique for a design team of five, and mentor two junior designers.
- Redesigned seller onboarding from a nine-step form into a four-step flow with saved progress, which took completion from 41% to 68%.
- Introduced a monthly research cadence: six interviews a month with sellers, summarised in a shared repository the product team still uses.
- Worked directly with two engineers through build on every feature, which removed the separate handover stage entirely.
Selected Projects
- Research, interaction design and rollout of a redesigned cancellation journey for around 300,000 subscribers.
- Cancellations fell by roughly 11% in the quarter after launch, with no increase in support contacts.
- 60 components with tokens, documentation and adoption programme across six product squads.
Education