End-to-end product design

I audited 125+ settings pages, mapping patterns, content and ownership across the org.

My PM partner and I interviewed 35 stakeholders across 9 product teams, revealing significant user frustration with basic tasks like password updates.

I ran a card sort study with support from a user researcher, uncovering misaligned mental models and the need for clearer navigation.

I distilled discovery findings into a clear set of needs that kept the focus on solving the top issues for our broad user base.

Design principles became a shared language, driving alignment and guiding decision-making for my team and me.

Design Principles

• Simplify: Remove clutter to improve focus.
• Confidence: Provide clear feedback and intuitive actions.
• Efficiency: Streamline workflows for faster task completion.

Core User Needs

• Clarity: Simplify navigation and reduce cognitive load.
• Confidence: Provide clear feedback and intuitive actions.
• Efficiency: Streamline workflows for faster task completion.

I created an application map to visualize relationships between Settings objects and actions, ensuring nothing was overlooked.

Unlike a static site map, it captured the dynamic nature of the content and became a key resource for illustrating user flows and aligning stakeholders.

Armed with insights from user research, I sketched various layouts and interaction models, sharing them frequently with the team for feedback.

This gave me the opportunity to partner with design system designers to test and expand upon new components.

Frequent feedback loops helped engineers visualize solutions and paved the way for adopting React and building the micro app.

I leveraged the latest design system components while proposing new layout ideas.

I proposed dashboards, fresh illustration styles, and creative color use, all aligned with the brand’s evolving identity.

I led the redesign of User Profile, Email Preferences, and Company Profile to improve usability for top contact drivers.

Built in React, these screens became the foundation of the new Settings design system, allowing teams to manage settings features independently.

I created modular content modules that could be customized to each team’s needs, allowing them to work independently without getting slowed down by rigid rules.

In partnership with a user researcher, I ran user studies to evaluate the experience, and 80% of participants found it better or about the same as the current experience.

Participants easily navigated back to the BILL workspace after using Settings—one Clerk even said, 'Couldn’t be simpler.'

Overall, participants found the design easy to use and straightforward.

Improved customer experience: Customer service calls coming from Settings were reduced.

Increased product team efficiency: Clear guidelines, tools, and a new framework enabled teams to deliver features more efficiently, with better compliance, and aligned with the design system.

Ensured quality and compliance: The first micro-app set a standard for future apps, achieving ADA compliance and zero critical bugs at launch.