AI-Driven Product & UX Strategist

Specializing in human-centered AI system design, with a track record in Fintech, Insurance, SaaS products experience flows, stakeholder alignment, and product thinking.

Portfolio

While my portfolio provides an overview of my projects, specific details are protected by Non-Disclosure Agreements. I'd be pleased to connect and discuss my strategic approach, UX process, and how I deliver value in product development.

KYC Process Design

The objective was to streamline and digitize the Know Your Customer (KYC) process by designing a scalable and intuitive interface that captured all necessary customer profile details while ensuring compliance with FICA regulations. This initiative was critical in minimizing onboarding friction and aligning with regulatory mandates.

Duration: ~2 month

Role: UX Strategist & Designer

Stakeholders: Business team, Business Analysts & Developers.

Artefacts: Userflow, Wireframe, Hi-fi Screens & Prototype.

Tools Used: Whimsical, Adobe XD

In-App Chat Bot Design

(Pre-ChatGPT Implementation)

Before the emergence of AI-powered solutions like ChatGPT, we embarked on designing a rule-based in-app chatbot for a FinTech digital customer experience team. The primary goal was to enhance first-level support by guiding customers through structured flows for common queries—without human intervention unless required.

Timeline: 3 weeks

Role: UX Strategist

Stakeholders: Business team, Business Analyst & Developers.

Artefact: Chatbot Business Logic Flow (PEGA ChatBot)

Tools Used: MIRO

Customer Search & Contact Capture Optimization

The project aimed to simplify the agent workflow for searching and identifying customers, whether they provide full contact details or approach anonymously. This was a key usability enhancement to ensure faster customer identification, reduced data entry errors, and efficient issue logging.

Duration: ~1 month

Role: UX Strategist & Designer

Stakeholders: Business Team, Developers, Customer Success Rep

Artefacts: Contextual Inquiry, User Journey, Brainstorming, A/B Testing, Hi-fi Screens & Prototype.

Tools Used: Whimsical, Figma

Simplifying Case Log

Duration: ~4 month

Role: UX Strategist & Designer

Stakeholders: Business Team, Business Analysts, Developers and Customer Success Rep

Artefacts: Contextual Inquiry, Brainstorming, Hi-fi Screens & Prototype.

Tools Used: MIRO, Figma

Pulse - Internal Comm

Customer service representatives require a means to communicate with their peers and obtain quick resolutions while interacting with a customer. However, this must be done without exposing any customer data or losing track of the original reason for the hold or the case log.

Duration: ~2 weeks

Role: UX Strategist & Designer

Stakeholders: Business team, Developers.

Artefacts: UX Audit, Hi-fi Screens & Prototype.

Tools Used: Adobe XD

Customer Authentication

Duration: ~2 months

Role: UX Strategist & Designer

Stakeholders: Business team, Developers.

Artefacts: UX Audit, Hi-fi Screens & Prototype.

Tools Used: Adobe XD

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