PROCESS DESIGN
Process design closely aligns with other design disciplines by applying a thoughtful, user-centered approach to improving workflows.
PayPal - Design
In the early days of our organization, there was no standard practice for representing user needs or experiences across touchpoints with the company. By introducing journey mapping, root cause analysis, and other now-standard methodologies, I helped the design team establish a consistent approach to delivering exceptional and cohesive experiences.
PayPal HR Operations
As part of my professional development, I transitioned across various organizations, including serving as Director of HR Operations. At the time, the team lacked established practices—there was no development or release lifecycle, no project management standards, and no formal review processes. I took the initiative to introduce comprehensive business operations practices to the HR team, implementing structured frameworks for project management and delivery. This effort helped the team consistently deliver impactful people solutions to employees in a more organized, measurable, and effective manner.
PayPal Pattern Library
I assumed leadership of the PayPal Pattern Team shortly after its formation. Tasked with building a library of reusable design patterns for adoption across teams, our goal was to develop a working model that empowered designers to create solutions tailored to their product needs while maintaining consistency through existing patterns. During my tenure, I refined the operating model, increasing both the number of patterns in the library and their adoption rate by 25%.
PayPal - Lean UX
As the company transitioned to Agile development, the inclusion of design in the process was still in its early stages. We recognized the need for a Sprint 0 to define the desired user experience but lacked a standardized practice to share across teams. I took the lead in introducing Lean UX into the organization, integrating the design principles of Lean and Agile into the development process. This effort helped bridge the gap between design and development, enabling our teams to collaborate more seamlessly and deliver better outcomes.
PayPal: GLUED Newsletter
As Chief of Staff for our Design Organization, I spearheaded the creation of a newsletter to foster communication and collaboration across our global team of over 400 practitioners. The newsletter, aptly named GLUED (Globally Linking UED), became a resounding success. It served as a platform for teams worldwide to showcase their work, connect with one another, and celebrate achievements, strengthening our sense of community and shared purpose.
PayPal: Principles
As Chief of Staff for our growing Design organization, I led the development of design principles that established the foundation for creating exceptional customer experiences. This essential framework became a cornerstone for our design team, driving cohesion and consistency across an otherwise fragmented brand presence.
PayPal - Employee Onboarding Program
As Director of HR Operations, I led a comprehensive evaluation and transformation of our employee onboarding process—a large-scale initiative requiring collaboration and alignment across more than 10 teams and support from leaders and executives across the organization. The program coordinated 40 contributors into four core teams, all working together to enhance key aspects of the onboarding experience. Leveraging design thinking as the foundation of our approach, we successfully framed the problem, defined clear goals, coordinated cross-functional efforts, and delivered impactful improvements. As a result, we elevated onboarding NPS from -60 to +70 within a year, creating a significantly more positive and engaging experience for new employees.
Electronic Arts - Design System
To support our major site redesign, we developed a design system called Paloma. This system not only established a comprehensive repository of common elements and components but also included the creation of a dedicated team to manage and evolve it. Paloma seamlessly integrates with our brand system and collaborates with other design teams responsible for various aspects of our user experiences. This alignment ensures consistency, cohesion, and a unified experience across all user touchpoints, enhancing both efficiency for our teams and satisfaction for our users.
