United States

Product Design

UX Design

Content Design

Customer Experience (CX)

Technical writing

UX writing

Interaction Design

UX Research

Master’s Degree

Japanese language

Carol Chen

Principal Product Designer and Design Manager

Usability Testing

Product strategy

Prototyping

Qualitative research

Collaboration

Problem-solving

Time management

Critical-thinking

Empathy

Presentation skills

Conflict resolution

Stakeholder management

Leadership

Blog writing

Content creation

Conversion optimisation

Design systems

Human computer interaction

Information architecture

User research

Product roadmap

UserTesting

Adobe Illustrator

Asana

Figma

Framer

Greenhouse

Hotjar

HTML

InVision

Java

JavaScript

Jira

Lucidchart

Miro

Notion

Confluence

Google Analytics

UserZoom

Sketch

Adobe Creative Suite

Axure

Balsamiq

Airtable

Zendesk

Communication

Team player

Organisation skills

Customer service

Project management

Public Speaking

Analytical skills

Content editing

LinkedIn writing

Strategies for maximizing your design internship or co-op program.

Getting the most out of my internship

Tips for transitioning into a new role or company.

Changing roles

How to successfully prepare and position yourself for a job promotion?

How to get promoted

How to think about design career paths and what progression looks like for designers?

Design career path

Get actionable feedback on your resume or portfolio.

Resume and portfolio review

Practice HR, technical and behavioural interviews with mentors.

Practice mock interviews

Talk to people who've broken into the tech industry and learn their stories.

Breaking into tech

Learn the best ways to answer technical interview questions with frameworks

Acing technical interview questions

How to set up the team for success by defining and measuring team's performance.

Choosing metrics and team goals

Best practices for running productive design critiques.

Running effective design critiques

How to define and execute a successful launch and managing stakeholders expectations. (eg. MVP)

Launching new products or features

Manage team expectations and get the most out of your meetings.

Running effective meetings

Identify and define potential product problems and generating possible solutions.

Identifying problems vs solutions

Learn how to properly present your work and share ideas and opinions.

Presenting your work with impact

Tips on how to work and collaborate with designers.

Working with designers

How to work with team members with different skill sets but towards a common goal?

Working cross-functionally

Methods and models of exploring, deciding and delivering design.

Building a design process

Managing being the only designer at your company and working with non-designers.

Being the only designer

Explore different generative and evaluative research techniques. User research synthesis and presentation.

Conducting good user research

Ways and resources to improve your design skills.

Improving design skills

Navigating the working relationship with PM's and engineers as a designer.

Working with product and engineering

How to set up product analytics and metrics to track success?

Leveraging Product Analytics

How to create personas, and leverage them in design.

Creating and leveraging user personas

Ways to provide constructive feedback to team members.

Giving effective feedback

How to define an ambitious product vision and how to best communicate it to stakeholders?

Creating a product vision

Tips on how to work and collaborate with engineers and developers.

Working with engineers

What is a successful user onboarding flow and how to achieve it?

Onboarding new users

Best practices for documenting projects, epics, and stories

Writing product requirement documents

How to conduct interviews, what to ask, and how to analyze your results? (eg. user interview)

Conducting effective customer interviews

Upskilled to pivot to the climate space. Joined Work on Climate and Women in Climate, attended clean energy-focused conferences, and researched various drawdown solutions and the climate landscape. Currently embarking on Terra.do's Climate: Learning For Action fellowship.

Managed the Conversion and Engagement design teams, which focus on increasing purchase confidence and increasing engagement with Freestyle (direct shopping) and stylist content. Teams shipped features that increased revenue through surfacing shoppable items recommended by stylists and reduced returns with a size guide.

Set product strategy, sequenced and resourced design work, and hired the team.

Advanced design excellence and product development efficiency by creating experience principles for Freestyle and establishing an end-to-end process on Asana for moving multiple tracks of design, research, content, and quality assurance work forward across teams.

Product managed an internal cross-functional effort to better serve customers with sensory needs or disabilities. The mission was to deliver personalization for everybody and remove the obstacle of getting dressed from the equation. Delivered a proof of concept of an accessible Fix, conducted user research, worked with data scientists to tag inventory for stylists and for the algo engine, and worked with the design team to update the style profile to capture additional needs.

Launched Freestyle, the direct shopping evolution of the Stitch Fix platform, resulting in more than $3M revenue from product detail pages (PDPs). Freestyle empowers customers to shop directly from personalized inventory without having to go through a stylist.

Set and executed on the vision for a critical conversion point in the shopping experience—the PDP through checkout—increasing revenue, reducing returns, and increasing items sold. The new PDP builds up certainty in the purchase, inspires the customer with possibilities, is discoverable, and extensible. It displays immersive imagery on models, takes advantage of algorithmically-powered styling capabilities with curated outfits, encourages purchases of personalized recommendations adjacent to the item in question, and ensures the recommended size is based on more than the customer's stated size.

Increased productivity for the People & Culture team by designing and launching an app for employees to manage their own employee discount.

Led the end to end experience for expanding Freestyle into the UK. Defined the foundational UX in solving UK-specific challenges around Click & Collect for shipping and returns.

Led design work that positively impacted multiple user segments:

Customer experience (CX): Reduced total customer support contacts by 10%. Drastically reduced the time it takes customer support agents to locate an order (from 30 minutes to near instantaneously), increasing agent satisfaction and reducing handle time. Provided crucial context to address customer questions, with a redesigned CX Orders platform and redesigned Help Center that empowers customers to take action directly without having to reach out to agents to extend the checkout window, schedule automatic Fixes, or skip their next Fix.

Customers: Gave customers access to purchases, shipments, and returns and removed the need to manually track deliveries and refunds, by designing and launching an Orders page. Increased customer satisfaction and retention. Checkout features such as shopping bag reduced packaging, shipping, and transportation costs.

Customers and CX: Cut the percentage of support tickets related to billing and shipping by more than half, by allowing an order to be shipped to a different address and paid for with a different payment method.

Buyers and planners: Reduced manual work and enabled the merchandizing team to strategically buy the right amount of merchandise at the right time using algorithmic insights, with sizing, buyline, and purchase order features and comprehensive user research. Contributes to a reduced carbon footprint from inventory purchases.

Vendors: Improved merchandise quality and empowered UK vendors to make informed buying and product development decisions with the launch of a sales dashboard. Contributes to a reduced carbon footprint by helping vendors create the right product in the right styles, sizes, and quantities based on customer feedback.

Founding product designer. Designed the award-winning B2B2C customer support product from end to end: the admin portal, agent CRM widget, web SDK, and Android and iPhone mobile SDK. Features include: proactive chat triggers, power dialing, and team management, and report building.

Enabled agents to seamlessly move between call and chat channels in a support session by replacing the separate call and chat widgets with a newly designed Omnichannel agent CRM widget.

UJET was the CX Awards 2023 Best Contact Centre Platform Winner. The company won the Cloud-Based CX Solution of the Year at the 2023 CCW Excellence Awards and is kicking off 2024 as a G2 leader in user satisfaction for 15 quarters in a row, winning awards for best usability, best support in the enterprise division, and high performer in the enterprise division.

Led teams of up to 10 designers, researchers, and developers on client projects.

Designed an award-winning data-centric farming web app that equips farmers to make informed decisions on which crops to plant in dry years.  The app makes USDA data available to farmers. It maps land and growth density data, and rainfall and crop yields.

Designed products for clients such as Google, Oracle, and Juniper. Products and features include:
• E-ink display for a modular phone that shows contextually aware information
• Mobile communications customer support app
• Content review tool
• Feedback submission feature
• Security management software suite

Designed the first Autodesk.com mobile website so businesses, consumers, students, and educators can buy software, learn, and stay up to date on the latest releases from their phones. Increased revenue from mobile purchases and increased engagement with content and in discussion groups.

Drove adoption, awareness, and engagement with the Autodesk 360 cloud experience, untangling a complex offering to clearly communicate the rendering, sharing, and collaboration benefits. Increased revenue from subscriptions to the cloud experience. The subscription gives insight into energy consumption and costs of design concepts, accelerates innovation, optimizes engineering designs and improves collaboration for experts in the architecture, engineering, construction, product design and manufacturing, media, and entertainment industries worldwide.

Designed new course curriculum, created and graded design assignments. Worked in tandem with the professor to manage a semester-long course while pursuing my Master's degree.

Product managed a pivotal shift in Redfin’s business model towards referring buyers to trusted partner agents. This expanded the company's operations and reach beyond its own agents and supported local business communities across the US.

Designed and shipped: Saved Searches on the iPhone, Facebook friends who have bought with Redfin, and a reminder for consumers with homes in their tour cart. Increased revenue from home purchases through the power of social media and just-in-time reminders.

Laid the groundwork for the first Android app as Android grew in market share and the world transitioned from mobile websites to full-featured apps.

Designed ways to search for homes by schools and school ratings. Proximity to great schools is the most important factor impacting home values and is one of the top criteria for homebuyers with children. Searching by school ratings resulted in increased revenue from home purchases and higher sale prices for Redfin sellers.

Designed and shipped Quick Employer Forms, an online tax service for small business owners. It's still in use as part of TurboTax today.

Graduate studies gaining a Masters in information management and systems, focusing on human-computer interaction (UX and UXR)

Applied technical knowledge of embedded networking processors and development boards to solve complex customer problems.

Increased accessibility of semiconductor specs for non-technical audiences by writing reference manuals and product briefs. Introduced a more concise product brief format.

Simplified software complexity of large software projects by measuring their complexity.

Carol Chen🇺🇸

About Carol Chen

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