Director of Product Design
September 2014 - July 2015
At MakeSpace, I led product design and user experience. I was brought on to rethink and redesign the existing mobile app and web products as well as grow the product design team. With conversion and acquisition being our focus, we communicated how product design would achieve business goals through wireframes, clearly documented user flows, and prototyping. Most importantly, while implementing the features and improvements, we worked towards providing continuity for users across all products and help with brand recognition by aligning with marketing in copy and assets.
Director of Product Design
September 2014 - July 2015
At MakeSpace, I led product design and user experience. I was brought on to rethink and redesign the existing mobile app and web products as well as grow the product design team. With conversion and acquisition being our focus, we communicated how product design would achieve business goals through wireframes, clearly documented user flows, and prototyping. Most importantly, while implementing the features and improvements, we worked towards providing continuity for users across all products and help with brand recognition by aligning with marketing in copy and assets.
Director of Product Design
September 2014 - July 2015
At MakeSpace, I led product design and user experience. I was brought on to rethink and redesign the existing mobile app and web products as well as grow the product design team. With conversion and acquisition being our focus, we communicated how product design would achieve business goals through wireframes, clearly documented user flows, and prototyping. Most importantly, while implementing the features and improvements, we worked towards providing continuity for users across all products and help with brand recognition by aligning with marketing in copy and assets.
Director of Product Design
September 2014 - July 2015
At MakeSpace, I led product design and user experience. I was brought on to rethink and redesign the existing mobile app and web products as well as grow the product design team. With conversion and acquisition being our focus, we communicated how product design would achieve business goals through wireframes, clearly documented user flows, and prototyping. Most importantly, while implementing the features and improvements, we worked towards providing continuity for users across all products and help with brand recognition by aligning with marketing in copy and assets.
Director of Product Design
September 2014 - July 2015
At MakeSpace, I led product design and user experience. I was brought on to rethink and redesign the existing mobile app and web products as well as grow the product design team. With conversion and acquisition being our focus, we communicated how product design would achieve business goals through wireframes, clearly documented user flows, and prototyping. Most importantly, while implementing the features and improvements, we worked towards providing continuity for users across all products and help with brand recognition by aligning with marketing in copy and assets.
In order to improve conversion and acquisition, we aimed to simplify the experience from start to finish–starting with signing up to scheduling appointments for pickup and delivery. We identified the pain points for a first-time user using our existing data. The most prevalent point of data was rate of drop-off before scheduling an appointment. We aimed to make the process feel as effortless as not having to schlep to a storage facility.
In order to improve conversion and acquisition, we aimed to simplify the experience from start to finish–starting with signing up to scheduling appointments for pickup and delivery. We identified the pain points for a first-time user using our existing data. The most prevalent point of data was rate of drop-off before scheduling an appointment. We aimed to make the process feel as effortless as not having to schlep to a storage facility.
In order to improve conversion and acquisition, we aimed to simplify the experience from start to finish–starting with signing up to scheduling appointments for pickup and delivery. We identified the pain points for a first-time user using our existing data. The most prevalent point of data was rate of drop-off before scheduling an appointment. We aimed to make the process feel as effortless as not having to schlep to a storage facility.
In order to improve conversion and acquisition, we aimed to simplify the experience from start to finish–starting with signing up to scheduling appointments for pickup and delivery. We identified the pain points for a first-time user using our existing data. The most prevalent point of data was rate of drop-off before scheduling an appointment. We aimed to make the process feel as effortless as not having to schlep to a storage facility.
In order to improve conversion and acquisition, we aimed to simplify the experience from start to finish–starting with signing up to scheduling appointments for pickup and delivery. We identified the pain points for a first-time user using our existing data. The most prevalent point of data was rate of drop-off before scheduling an appointment. We aimed to make the process feel as effortless as not having to schlep to a storage facility.
In order to increase conversion, we needed to find ways to sell the MakeSpace product before or in conjunction with a first-time experience with the product. Reconfiguring the apps’ and website’s user flows improved bounce rates, but the existing (and minimal) product copy, while informative, lacked character. Since the Marketing team had been creating a clever narrative and eye-catching imagery for advertising channels, I implemented processes that encouraged the teams to share their work and cadences. This allowed the designers to incorporate assets and copy that reinforced the narrative at the right time while creating consistency.
In order to increase conversion, we needed to find ways to sell the MakeSpace product before or in conjunction with a first-time experience with the product. Reconfiguring the apps’ and website’s user flows improved bounce rates, but the existing (and minimal) product copy, while informative, lacked character. Since the Marketing team had been creating a clever narrative and eye-catching imagery for advertising channels, I implemented processes that encouraged the teams to share their work and cadences. This allowed the designers to incorporate assets and copy that reinforced the narrative at the right time while creating consistency.
In order to increase conversion, we needed to find ways to sell the MakeSpace product before or in conjunction with a first-time experience with the product. Reconfiguring the apps’ and website’s user flows improved bounce rates, but the existing (and minimal) product copy, while informative, lacked character. Since the Marketing team had been creating a clever narrative and eye-catching imagery for advertising channels, I implemented processes that encouraged the teams to share their work and cadences. This allowed the designers to incorporate assets and copy that reinforced the narrative at the right time while creating consistency.
In order to increase conversion, we needed to find ways to sell the MakeSpace product before or in conjunction with a first-time experience with the product. Reconfiguring the apps’ and website’s user flows improved bounce rates, but the existing (and minimal) product copy, while informative, lacked character. Since the Marketing team had been creating a clever narrative and eye-catching imagery for advertising channels, I implemented processes that encouraged the teams to share their work and cadences. This allowed the designers to incorporate assets and copy that reinforced the narrative at the right time while creating consistency.
In order to increase conversion, we needed to find ways to sell the MakeSpace product before or in conjunction with a first-time experience with the product. Reconfiguring the apps’ and website’s user flows improved bounce rates, but the existing (and minimal) product copy, while informative, lacked character. Since the Marketing team had been creating a clever narrative and eye-catching imagery for advertising channels, I implemented processes that encouraged the teams to share their work and cadences. This allowed the designers to incorporate assets and copy that reinforced the narrative at the right time while creating consistency.
During our design process, I observed user habits through data. Our measures for success were obvious ones, but I later realized a missed opportunity–customer service call volume. The most valuable resource I had at MakeSpace was the Customer Happiness team. They were the catch-all for customer onboarding, inquiries, questions, and troubleshooting. I shadowed the team periodically and developed relationships that allowed them to feel comfortable with informing us of customer pain points and their own frustrations. After reconfiguring the extraneous steps and inessential information, we found a decrease in call volume to the Customer Happiness team. We also found some easy wins in surfacing information to the user that they would have otherwise had to call in for, such as how to see their upcoming appointments, check the status of stored stuff, and how to order stuff back.
During our design process, I observed user habits through data. Our measures for success were obvious ones, but I later realized a missed opportunity–customer service call volume. The most valuable resource I had at MakeSpace was the Customer Happiness team. They were the catch-all for customer onboarding, inquiries, questions, and troubleshooting. I shadowed the team periodically and developed relationships that allowed them to feel comfortable with informing us of customer pain points and their own frustrations. After reconfiguring the extraneous steps and inessential information, we found a decrease in call volume to the Customer Happiness team. We also found some easy wins in surfacing information to the user that they would have otherwise had to call in for, such as how to see their upcoming appointments, check the status of stored stuff, and how to order stuff back.
During our design process, I observed user habits through data. Our measures for success were obvious ones, but I later realized a missed opportunity–customer service call volume. The most valuable resource I had at MakeSpace was the Customer Happiness team. They were the catch-all for customer onboarding, inquiries, questions, and troubleshooting. I shadowed the team periodically and developed relationships that allowed them to feel comfortable with informing us of customer pain points and their own frustrations. After reconfiguring the extraneous steps and inessential information, we found a decrease in call volume to the Customer Happiness team. We also found some easy wins in surfacing information to the user that they would have otherwise had to call in for, such as how to see their upcoming appointments, check the status of stored stuff, and how to order stuff back.
During our design process, I observed user habits through data. Our measures for success were obvious ones, but I later realized a missed opportunity–customer service call volume. The most valuable resource I had at MakeSpace was the Customer Happiness team. They were the catch-all for customer onboarding, inquiries, questions, and troubleshooting. I shadowed the team periodically and developed relationships that allowed them to feel comfortable with informing us of customer pain points and their own frustrations. After reconfiguring the extraneous steps and inessential information, we found a decrease in call volume to the Customer Happiness team. We also found some easy wins in surfacing information to the user that they would have otherwise had to call in for, such as how to see their upcoming appointments, check the status of stored stuff, and how to order stuff back.
During our design process, I observed user habits through data. Our measures for success were obvious ones, but I later realized a missed opportunity–customer service call volume. The most valuable resource I had at MakeSpace was the Customer Happiness team. They were the catch-all for customer onboarding, inquiries, questions, and troubleshooting. I shadowed the team periodically and developed relationships that allowed them to feel comfortable with informing us of customer pain points and their own frustrations. After reconfiguring the extraneous steps and inessential information, we found a decrease in call volume to the Customer Happiness team. We also found some easy wins in surfacing information to the user that they would have otherwise had to call in for, such as how to see their upcoming appointments, check the status of stored stuff, and how to order stuff back.
Rion Harmon, Creative Director
Jeffrey Rodriguez, Product Designer
Valerie Navarro, Prop Stylist
Mitch Boyer, Sr. Designer
Rion Harmon, Creative Director
Jeffrey Rodriguez, Product Designer
Valerie Navarro, Prop Stylist
Mitch Boyer, Sr. Designer
Rion Harmon, Creative Director
Jeffrey Rodriguez, Product Designer
Valerie Navarro, Prop Stylist
Mitch Boyer, Sr. Designer
Rion Harmon, Creative Director
Jeffrey Rodriguez, Product Designer
Valerie Navarro, Prop Stylist
Mitch Boyer, Sr. Designer
Rion Harmon, Creative Director
Jeffrey Rodriguez, Product Designer
Valerie Navarro, Prop Stylist
Mitch Boyer, Sr. Designer