Experience designer and strategist
I’m an integrator of perspectives, connecting business, design, content, and engineering. I’ve spent over a decade leading multi-functional teams to create great experiences.
My core skills
- Managing teams
- Evangelizing UX and CX
- Cross-disciplinary integration
- Functional requirements
- UX + CMS integration
- Aligning goals and KPIs
- Roadmapping and scoping
- User/customer research
- Integrating qual and quant
- Journey maps
- User flows
- Design systems
- Content strategy
- Information architecture
“She acts as the glue, and often as the translator, in cross-functional environments. Jacky unites creative and strategic thinking.”
— Kevin Peaslee, Strategy Director at MRM//McCann
Brands I’ve worked with
I’ve worked with many brands. Here are just a few you might recognize.
Results from leadership and multidisciplinary design.
A new CMS and design system leads to a culture of collaboration
A charitable institution required a robust CMS and design system to more effectively manage two of their websites. My team and I focused on creating a system that would improve the UX for end-users and content authors. Once implemented, this system contributed to a significant cultural shift within the institution, leading to more collaboration across business units.
Streamlining of local websites reduces authoring time by 35–75%
AAA had nine distinct regional websites, making it difficult to manage content and maintain UX consistency. I led the effort to consolidate into one site using a new CMS that could dynamically push local content where necessary. Five months after launch, the authoring time was reduced by 35–75%, and membership conversions increased by 25%.
A product redesign leads to a 360% adoption increase within ten months
A charitable foundation had the goal of encouraging more kids to read through their rewards program. Our task was to find ways to make the rewards program more motivating, improve the onboarding experience, and rebrand the accompanying app. After research, strategy, and design, my team and I upgraded the product reaching a 630% increase in adoption after ten months of its release.
The term “User Experience Design” has become ubiquitous but also ambiguous. As a multidisciplinary designer, I’ve had the perspective to educate project managers, visual designers, writers, and strategists on the broad spectrum UX covers, how it differs from neighboring disciplines, and specific best practices for our projects. Below are some examples of presentations I’ve given at Axis41 and Wunderman Thompson.