50M Users / 10Y of work

August 2019 - Present

Chase Mobile Customer Support Experience

Led the information architecture redesign of Chase's mobile customer support experience, resulting in a 35% reduction in call volume (90,000 fewer calls per month) and $3M annual savings. Collaborated with Design System, UX researchers, and cross-product teams to establish efficient workflows and processes. Increased engagement with the Snapshot feature by over 10% through user-centric content strategies.

2022 - 2023

Chase "More" Menu Information Architecture

Mobile Design

Revamped the "More" menu information architecture using user research and iterative design, boosting experience engagement by 124% and reducing bounce rate by 3%. Collaborated with researchers to prototype and test content early, ensuring seamless, validated user interactions. This focused redesign significantly improved user navigation and feature discovery within the Chase mobile app.

October 2016 - March 2017

Yahoo AI-UX Editor for Ads

AI/ML

Automated analysis of over 1,000 weekly ads using ML pipelines, reducing manual processing time by 70% while maintaining data quality. Trained LLM models with curated datasets, improving model accuracy by 25%. Delivered Yahoo Italia's news feeds to 5M+ daily users with clear, jargon-free language. Crafted microcopy for AI-powered features, reducing user confusion by 40%.

May 2016 - October 2017

AllTrails Content Design & Data Quality

Content Design

Proofread and edited 100+ weekly texts with 99.5% accuracy, establishing content moderation workflows to identify potential harmful AI outputs. Delivered Yahoo Italia's news feeds with clear, jargon-free language to 5M+ daily users, transforming complex information into accessible, conversational interfaces. Crafted microcopy and UX writing for AI-powered features, balancing clarity with personality to build user trust.

Ready to get started?

Take Your Business to the Next Level

Work with Debs