Building a UX discipline at Ebates
Creating a lasting design system
Working with the Creative and UX team members, I lead the establishment of a design system for web, apps and browser extensions. The design system for Ebates included Sketch libraries and interactive, web-based documentation with live code examples. I provided oversight and input into each component created for the system. Additionally, I lead the complete redesign of mobile apps and website.
Breathing life into the Ebates customer
Using tools such as Epsilon, Survey Monkey, Google Analaytics, and Tableau, I established shopping personas which reflected both the current and aspirational audiences for Ebates.
Establishing a user research process
Establishing a research process for Ebates, I employed tools such as UserTesting.com, Qualtrics Site Intercept, and Delighted. Additionally, I trained the design team in user research strategies.
Using the Delighted site survey tool, I collected the Net Promoter Score ratings for Ebates as well as Customer Satisfaction ratings with Qualtrics. During my time as at Ebates, the company maintained an 80 NPS and 94% CSAT ratings.
Evangelizing the consumer journey
I established the process for integrating consumer journeys into product development lifecycle. Below is a worksheet the User Experience team could use to help vet opportunities with product managers.
