Conduent
Senior Product Designer
June 2023 to June 2026
- Grew from responsive scope into broader product design work across tolling and transit, then end-to-end ownership of E-ZPass billing and payments across web, native mobile, and responsive experiences for New York and New Jersey. Designed the majority of the roughly 3,000-screen E-ZPass product, eventually owned the full surface, and shipped the billing and payments work.
- Reduced a controlled payment walkthrough from roughly 45 seconds on the legacy flow to under 12 seconds on the redesign, using identical start and completion points across three timed runs per flow.
- Studied 15 customers on the legacy site and used those findings to prioritize and adjust the redesign.
- Recreated Apollo, a Carbon-derived design system, as the sole designer assigned, owning tokens, typography, buttons, inputs, and icons while embedding contrast, focus, and labeling decisions into reusable components.
- Presented payment-flow decisions to executive and agency stakeholders, arguing direction through policy, customer risk, accessibility, maintenance, and implementation cost.
- Synthesized client support tickets into prioritized findings, which put payment status, balance changes, and post-submission recovery into the billing redesign.
- Designed stakeholder-reviewed interaction patterns for Dara and Connie, two customer-facing AI assistants, and contributed to a reusable strategy for transparency, explainability, uncertainty, confirmation, escalation, failure recovery, privacy, and accessibility across web and mobile. Approved but not shipped.
- Proposed and got approval for Sedgwick dashboard concepts covering Current Volume, Detailed Volume Report, Supervisor Dashboard, and Supervisor Drilldown, owning research, user flows, interaction design, visual design, and prototyping, and personally presenting them to client leadership and internal administrators. Never shipped.