From 2022-2024, I was the Design Lead for several initiatives to close the security and compliance gap contributing to customer churn rate and low win-rate from the Enterprise market.
I led multi-quarter foundational initiatives that led to an additional $25M in ARR in 2024, unlocked a new business solution: Employee Services Suite, and directly contributed to yearly feature adoption goals of the company.
my role
Design lead, owned research, design direction, vision and strategy
teams
7 core product teams, each with a product lead, tech lead, and team of engineers
key skills
Research, prototyping, stakeholder management, content and design strategy, system thinking
business problem
Enterprise customers can't scale to their ideal operations structure due to limited access and security controls. This increased churn risk for premier accounts.
Accounts in this market often have more complex needs compared to smaller companies. They use the product for multiple business units and have a globally dispersed agent workforce and customer base. As such, they need granular controls to comply with data regulations such as HIPAA or GDPR.
At the time, customers were forced to implement unique workarounds and have expressed intentions to seek alternative vendors that could fill the gap.
permissions
Enhanced permission architecture with Department Spaces
Our team achieved on-time delivery resulting in 4.5x of early access adoption targets, and success in meeting trust and safety annual adoption goal.
8x
early adoption
45M
enterprise arr adoption
18
teams across the company
3
designers led
ticket access simulator prototype
before
after
advanced data privacy and protection
Data access controls for customer data protection
With the rise of security vulnerabilities across the web, companies demand more control over their customers' data. A new product offering was created to meet the advanced security needs of large organizations.
I led research, design, and strategy to launch profitable first releases of two 0 → 1 features (data masking and access logs) within a fixed time-to-market timeline.
+25M
ARR from new sku
53%
Win rate
19
teams across the company
4
designers led
masking system
content strategy
audit log
Improving the Admin investigation journey
The Audit Log is a historical record of user activity across the product. Its main objective is to ensure admins know who, did what, when, and where of any activity.
I partnered with a product manager to research and define a 3-year vision strategy, and shipped table-stakes features and improvements focusing on findability.
↝67%
increase in feature usage
3
3-year vision and strategy
4
new patterns
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