Through rapid experimentation and behavior science/gamification, I helped the team increase user contributions by 25%.As the initial product designer of Intuit's Self-Help Community Forum Platform, I played a substantial role in helping decrease support cost by $10M, within a couple of years, by increased self resolution through the companies new centralized support product.
Using predefined and theme-able components, elements, patterns, and templates that configured to any Intuit experience. Establishing the foundation of a comprehensive design pattern library and processes for the Central Product teams to work faster and more efficiently as a whole.Working centrally, independent of any specific business unit, giving me the opportunity and experience to work with over 200+ creatives across all of Intuit's business units. Additionally, laying the foundation in establishing best practices and processes for optimal team efficiency. Process & Experience In a span of 5 years, I helped establish design thinking into a historically all development-driven organization, while growing the team from 2 to 12+ designers by recruiting and retaining top talent. Creating reusable experiences that are consistent across the ecosystem would speed up development and time to market with product teams now entirely focused on the core features and capabilities, instead of creating inconsistent and repeating experiences over and over. The goal was to identify significant and similar experiences within the product suites that Intuit provided, and create best-in-class centralized versions that every team could utilize, in a build once, use many micro-services type model. Introduction & Goal I joined as one of the very first product designers in the Central Technology Enablement Group, responsible for creating reusable experiences to power the 100's of entities under the Intuit ecosystem.
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