Working at Roku
At Roku, I focused primarily on improving and optimizing the way users get help when they have a problem with their Roku device. The customer support experience is crucial to maintaining the trust and loyalty to the Roku ecosystem, and the delight they feel when using our products.
Working closely with cross-functional partners, I led the end-to-end redesign of the Roku Customer Support website from the ground up.
Starting by defining the needs and problems of both the business and the users, and through extensive and thoughtful user research, we developed a phased approach - browsing, searching, contacting support, and personalization with machine learning - for providing top-of-class user support, providing the ability to drive the designs forward with the flexibility to be agile in our progress as business and user needs change.
My background in visual design and keen eye for aesthetics supported the final product: a modern, easy-to-use, empathetic and personalized help experience.
Primary skills & achievements
• UX, UI & Visual Design for the Roku customer Support website redesign
• Presenting UX leadership design reviews, and share-outs with non-designer partners (C- & VP-level executives, stakeholders, engineers, etc)
• Contribution to corporate design systems, pattern libraries and icon sets to be used across platforms and products
• Close collaboration with business partners, engineers, researchers, UX writers, design peers and leadership, accessibility, prototypers and data visualization artists
• Accurate and viable scoping, roadmapping, project planning, and documentation.
• Prep and delivery of specs and assets to the development team, with ongoing UXQA and tight collaboration with engineering to ensure design fidelity in final product
• Mentoring and coaching junior designers
