Driving strategic growth through process optimization and exceptional design

In my most recent role at IBM, I leveraged my deep experience in product design and program management to enhance internal tools and applications that support IBM employee administrative processes, making them more efficient and usable. By decreasing the complex operational aspects of their jobs, IBM employees can spend more time servicing our clients to meet the revenue needs of the organization. 

Accessible Workplace

Product:
A tool where employees can request workplace accommodations, including work modifications, equipment or software, and travel class upgrades.

Situation:
The legacy tool, and the processes behind it, were so confusing only an admin could use it. It was failing accessibility, was customized for NA and not flexible enough to be used globally, and was painstakingly manual.  

Goal:
Create a measurably improved, fully accessible experience for all user groups.

Problems/Challenges/Actions:

  • Led team to complete process transformation design to simplify, automate and eliminate steps in the highly manual legacy process to reduce the overall time it takes to request an accommodation and get it approved.

  • Design the notification system, edge case workflows and revisions for development limitations to ensure every design detail is covered to prepare for an on-time tool launch.

  • Design the new tool with a best-in-class experience by referencing award-winning commercial inspiration, using a strategic design system, and build it responsively. Test every part of the new tool, intentionally recruiting persons with disabilities, to validate the new process, test for accessibility compliance, and ensure an equally delightful user experience for all users.

  • Architect and validate global template design by implementing all Canada flows into new tool framework, documenting challenges along the way, to ensure smooth on-boarding of additional countries as quickly as possible.

  • Coordinate all user touchpoints for the new tool so that employees can quickly and easily find the answers to their questions about access, who is eligible, types of accommodations, and the approval process for their location.

Measured outcome:

  • 65% reduction of steps to complete a request for an accommodation

  • 60% reduction in roles for the tool

  • 5 partner tools integrated for automation

  • Single global template created, tested with Canada, as we expand in future releases

  • 81% fewer worlds in notification messages

  • Consolidated 14 intranet locations of mis-aligned information into 1 internal support site as the new, single source of truth

 

Your Career

Product:
A redesigned career development platform—Your Career at IBM—built to empower employees with tools for skill development, growth planning, and internal mobility, while aligning talent development with organizational priorities.

Situation:
IBM faced high attrition among top-performing employees, driven by unclear growth paths and fragmented career tools. Over 15 disconnected systems created confusion, underutilized resources, and failed to support internal mobility—contributing to skill gaps and increased hiring costs.

Goal:
Transform the fragmented career experience into a centralized, intuitive platform that simplifies development, personalizes guidance, and aligns employee growth with business needs.

Problems/challenges/actions:

  • Led end-to-end UX research and design, synthesizing global employee feedback, metrics, and business priorities to uncover root causes of disengagement.

  • Consolidated and streamlined 15+ tools into a unified platform with simplified task-based navigation and contextual guidance at each step.

  • Created core features including an AI-powered dashboard, growth roadmap, skill-gap analysis tools, and personalized job recommendations.

  • Collaborated cross-functionally with HR leaders, engineers, designers, and stakeholders across business units to define a shared career framework adaptable to global needs.

  • Addressed low adoption by creating persona-specific onboarding strategies, iterative feedback loops, and consistent communication across channels.

  • Delivered scalable designs using enterprise design system components, reducing dev handoff time by 40% and increasing platform cohesion.

Measured outcome:

  • $30.4M in cost savings from internal mobility

  • 741 internal job moves attributed to the platform

  • 31-point NPS increase (from 24 to 55)

  • 7.3-point reduction in regretted attrition

  • 3.5-point increase in internal promotions

  • 118.2K active users (+10% YoY)

  • 88% career goal completion rate (+11%)

 

Designer Onboarding Experience

Product:
A high-touch, scalable onboarding experience tailored to designer roles, crafted to drive connection, readiness, and retention—beginning before day one and extending through the new hire’s first week.

Situation:
The previous onboarding process was inconsistent, impersonal, and fragmented across hire types and locations. It lacked structure, human warmth, and failed to reflect the design team's values—resulting in uneven ramp-up and missed engagement opportunities.

Goal:
Deliver a consistent, personalized onboarding experience that builds confidence, accelerates readiness, and strengthens cultural connection from day one.

Problems/challenges/actions:

  • Created curated onboarding paths for different hire types: new external hires, internal transfers, intern conversions, and contractors.

  • Elevated the preboarding experience with personalized emails, equipment provisioning, and thoughtful touches like handwritten notes, swag, and flowers.

  • Shifted device setup to allow new hires to unbox and configure their laptops themselves, reinforcing trust and newness.

  • Designed a structured Day One experience including team introductions, a custom agenda, and a peer-inclusive lunch with a guided icebreaker game.

  • Authored and distributed a custom New Hire Handbook to align expectations and norms.

  • Personally onboarded 100+ designers individually or in small groups to maintain quality while developing templates for scalable consistency.

Measured outcome:

  • 95%+ satisfaction ratings from new hires

  • 95%+ manager confidence in new hire readiness

  • <1% attrition over a 5-year period

  • Consistently cited in engagement surveys as a top factor in creating a welcoming culture

  • Established a repeatable system that scaled with headcount without sacrificing quality