My journey in the corporate world began in November 2016 as I left the world of supporting adults with intellectual disabilities and started working at Blue Ocean Brain answering support tickets, completing client reporting, and building and sending marketing emails. I built my empathy for customer users after receiving and responding to thousands of tickets highlighting user needs, questions, and comments about the product, games, and content. It was through my experience learning how to respond to those users and receiving great ideas that I recognized how feedback is the key to betterment.

As the leader of the Support Team, in February 2021 I first started out prioritizing ticket submissions from Asana and sifting through ideas submitted to Aha!, more than half of which were mine. I built a ticket submission form and triaging process in Jira, and as we moved technologies, my team and I built out new ways to triage, rank, and prioritize tickets using Productboard. I discovered that I not only loved thinking of new ways to improve the product, but I also truly enjoyed bringing an aesthetic design touch to each project and exploring from the user’s perspective what I would expect to see as a Super User (I was #1 on the product’s leaderboard for five years). I began submitting hyper-detailed acceptance criteria, describing every aspect of the feature that I would require for each feature.

I’m currently taking the Google UX Design Professional certificate course through Coursera to hone my skills in user research, competitor analysis, ideation, wireframing, high and low fidelity prototyping, user testing, and iteration.