Research
While subcontracted into a Salesforce Service Cloud project with Bellese Technologies, I noticed that the product and development teams—many of whom were new to Salesforce—were applying field validation in inconsistent ways. Some screens used “required” fields that blocked progress without context, while others used custom validation logic that confused users and increased support issues.
While subcontracted into a Salesforce Service Cloud project with Bellese Technologies, I noticed that the product and development teams—many of whom were new to Salesforce—were applying field validation in inconsistent ways. Some screens used “required” fields that blocked progress without context, while others used custom validation logic that confused users and increased support issues.
Check Into Cash, a leading payday loan provider, needed a comprehensive redesign of their loan management system to streamline operations, improve user experience, and enhance customer engagement. As the Lead UX Researcher and Front-End Developer, I was tasked with rebuilding the loan management platform from the ground up, focusing on both the user interface and the underlying front-end infrastructure. The new system aimed to simplify the loan origination process, reduce operational inefficiencies, and enable real-time loan tracking for customers, resulting in a more seamless loan management experience.
While working at Check Into Cash as the Lead UX and Front-End Developer, we encountered a significant issue with email campaigns. Our marketing team’s email IP had been blacklisted, resulting in poor email engagement rates, despite showing high delivery statistics. To address this, I worked closely with the marketing and technical teams to devise and implement a comprehensive email deliverability improvement plan. The goal was to recover the IP’s reputation, improve inbox placement rates, and restore the email marketing strategy’s effectiveness.
LINQ, a provider of ERP and school accounting software, faced the challenge of ensuring their platform addressed the distinct needs of its users—school administrators, accountants, and IT staff. By developing detailed user personas, we identified critical opportunities to enhance the user experience and tailor the platform to better serve each group’s unique needs. This case study outlines our approach to creating these personas and how they informed user-centric improvements across the platform.
Titan is a platform that provides school nutrition management solutions to a diverse set of users, including school administrators, parents, and nutrition staff. The challenge was ensuring the platform felt specifically tailored to these users’ needs, improving overall satisfaction and engagement. Our goal was to create user personas based on thorough research to uncover key opportunities for improving the user experience.
Reputation Amplifier, a cutting-edge reputation and reviews management software tailored for clinics and hospitals, sought to establish a compelling online presence. With no existing website, the company faced challenges in attracting potential clients and communicating the value of their services. The objective was to design and develop a visually engaging, user-friendly website that not only showcased Reputation Amplifier’s offerings but also served as a powerful lead generator for Serious SEM’s broader digital marketing services.