Helped better understand the needs of 2 million product experts, and designed tools for them to grow their product expertise. Built product expertise training tools for over 700 brands, 78,000+ retail locations, and 4,000+ other organizations.
Needle: E-commerce Chat
Lead a human-centered product development department through user research, qualitative and quantitative data, customer research, visual design, prototyping, and usability testing. Increased chat consumer satisfaction from 7 to 9 (out of 10). Increased chat consumer awareness of all features to 100%. With more than 50,000 certified product experts in all major verticals Needle has powered over 8 million live conversations.