Impact & Work
Designing for experience-driven results.
01 Case Study
Turning transaction frustration into a leap in satisfaction
Led the first major redesign in 7+ years, navigating a challenging PM transition, complex technical constraints, and extensive accounting-entry remapping with limited cross-functional support. Delivered measurable gains for both clients and freelancers, and subsequently supported multiple follow-on launches including Payments for Clients and Agency rollout.
▲0%
Client ease of use · ▲24.0 pts (49.1 → 73.1)
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Client CSAT · ▲25.6 pts (52.4 → 78)
02
Scaling design culture and ambition across a 45-person UX org
Design as a Strategic Partner was a multi-topic learning and development initiative to strengthen designers' ability to influence strategy, collaborate early, and drive clarity across product work. The core problem: designers were consistently pulled in after direction was already set, limiting their impact on the what and why. I helped build the programs, curriculum, and shared culture to develop the hard skills (analytics, business fluency, research) and soft skills (feedback norms, mentorship, peer growth) designers needed to show up as genuine strategic contributors.
0.00/5
Participation & discussion score across training pods
0.00/5
Weighted relevance score across 6 workshops
Workshops & Training
Ongoing sessions to level up craft, sharpen strategic thinking, and build cross-functional habits.
Mentorship Program
Structured program to invest in long-term talent growth and raise the ceiling across the org.
03
From "where's my money?" to a freelancer experience that just works
Improved the end-to-end funds tracking experience, giving users greater clarity into earnings, availability, and withdrawals. 81% of freelancers surveyed agreed the page clearly helps them understand when funds will be available, with impact expected to grow as improvements extend to Financial Overview and other core touchpoints.
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Reduction in "Where is my money?" support inquiries
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Freelancers who agreed the page clearly shows when funds will be available
04
Raising the bar on freelancer quality, and unlocking revenue in the process
Helped design and launch the submission process for the Expert-Vetted Talent program, subsequently baked into Freelancer Plus. Unlocked ~$500K in new revenue within two weeks and more than doubled the number of high-quality freelancers on the platform.
▲$0K· $12M+ annualized
New revenue unlocked in the first two weeks post-launch
05
Expanding the payment rails that power global freelancer earnings
Shifted ~10% of direct-to-local-bank transactions to Wise, significantly increasing FX take rate. Also led the rollout of 5 new direct-to-local-bank currencies, driving ~$580K in incremental revenue in the first 3 months and on pace to exceed $2M+ annualized.
▲$0M+
Incremental annual revenue from Wise DLB integration
▲$0K
Incremental revenue in first 3 months from 5 new currencies
06
Extending flexible financing to both sides of the marketplace
Launched Pay Later via Balance, giving clients flexible payment options and more control over their cash while navigating complex compliance and legal requirements. Also rolled out working capital access for freelancers and agencies via YouLend, with global expansion planned and likely extension to clients.
via Balance