Portfolio

Look at My Portfolio

Any great user experience should seamlessly blend storytelling and design. I believe
that’s where a writer gets to create the narrative. That & what I love to do.
Recognizing the hidden patterns, weave narratives and design content that fulfills
both business and user goals.

Notifications framework

A framework I built to streamline, scale and prioritize notifications content like push notifications, SMS, and bell alerts. Eventually, this framework was picked up by multiple products outside of the platform team to streamline information and build meaningful info hierarchy.

Venmo limitations

To build a self-serving limitations portal for Venmo just like PayPal’s in order to reduce head count by 80 numbers and improve customer experience.

Jobs done:
This project focuses on end to end thinking to build a content strategy that can be scalable for Venmo Limitations. Understanding Venmo users, social listening, past research and creating personas for limitations.

What’s included:
Content strategy that assessed 3 pillars – Voice and tone, terminology and the info
architecture.

Limitations redesign - PayPal

Limitations is PayPal’s risk platform that’s responsible to make sure the bad actors don’t take advantage of our system and keep the environment safe and secure for our users.

The revamp included touchpoints from emails to the self help dashboard.

The redesigned email showed 51.91% increase in open rates, 32.33% in customer intent to resolve a request or an appeal step.

Jobs done:
A complete redesign of PayPal’s Limitations platform including a usability research

What’s included:
Detailed content strategy with accessibility checklist that was created for the Risk platform, the new designs, research and impact.