- Private Enterprise, Sales Enablement Company
- Proposal Management, Workflow Automation & Document Storage
- 2014-2019
- Strategy, User Research, UX Design, UI Design, Prototyping, ADA Compliance & Usability Testing
- Sketch, Adobe CC, MSFT Office, Invision, Rally
Overview
One of the most productive periods of my career was the 5 year stint I did with Qvidian from 2013-2018. I began my tenure as a visual design-focused UX & UI designer on a team of 8 – supporting 2 enterprise SaaS products for Fortune 500 customers including Verizon, Cigna, UHG, Fidelity and Bank of America.
Research & Discovery Activities
Reporting to our Director of Product and working to achieve the various objectives of 3 product managers (sales playbooks, proposals and analytics) gave me a tremendous opportunity to connect directly with lots of customers.
This is where I learned how crucial it is to balance the needs of users, with those of stakeholders. They are sometimes quite different. Our customers often told us how excited they were to work with a company that truly “saw them” – after we’d used a relatively new technique called journey mapping to enhance our user personas.
Data Powered & Beta Fueled Initiatives
It was while working on multiple sales enablement products across different industries – telecommunications, healthcare, finance – that I really came to appreciate the complexity involved in building and enhancing enterprise software.
Through collaboration with stellar product managers, we built a beta program with 90% user participation rate each quarter and established feedback communication loops leading to a 75% increase in customer satisfaction.
Design Work
Implementation of product usage tracking increased our visibility into our users behavior, and between 2017-2019 we raised actual feature adoption from 10% – to 95%. Until Qvidian was acquired by Upland Software we maintained an NPS score between 91-93, which was almost unheard of for a company working across verticals that included healthcare, technology and finance.
Things got even more complex when we were acquired – as the business needs & strategy of our new leadership had to be balanced with those of our customers and users. Our product needed to become part of a suite of tools focused on sales enablement; integrated with Microsoft Office and the Salesforce ecosystem. Many of the software products we acquired were using different technology stacks – .NET, Angular vs. no framework at all, etc. So we created a design system with a shared Sketch library for all teams to leverage, and distributed it across the brands.
During my tenure, I was promoted multiple times. Ultimately, I led UX research and design efforts across all of Upland’s sales enablement and workflow automation divisions.
