https://by-michelletan.com/death-by-xoko daily 0.75 2016-09-02 https://images.squarespace-cdn.com/content/v1/56f96a558a65e2431339cdaf/1465245043422-VHAQXC27X5R9B34JIFQ6/img1.jpg Death by Xoko https://by-michelletan.com/death-by-xoko-1 daily 0.75 2016-09-02 https://images.squarespace-cdn.com/content/v1/56f96a558a65e2431339cdaf/1465245043422-VHAQXC27X5R9B34JIFQ6/img1.jpg Death by Xoko https://by-michelletan.com/death-by-xoko-1-1 daily 0.75 2016-09-02 https://images.squarespace-cdn.com/content/v1/56f96a558a65e2431339cdaf/1465245043422-VHAQXC27X5R9B34JIFQ6/img1.jpg Death by Xoko https://by-michelletan.com/death-by-xoko-1-1-1 daily 0.75 2016-09-02 https://images.squarespace-cdn.com/content/v1/56f96a558a65e2431339cdaf/1465245043422-VHAQXC27X5R9B34JIFQ6/img1.jpg Death by Xoko https://by-michelletan.com/death-by-xoko-1-1-1-1 daily 0.75 2016-09-02 https://images.squarespace-cdn.com/content/v1/56f96a558a65e2431339cdaf/1465245043422-VHAQXC27X5R9B34JIFQ6/img1.jpg Death by Xoko https://by-michelletan.com/work daily 0.75 2018-03-18 https://images.squarespace-cdn.com/content/v1/5a25acada803bb3ef68ab95d/1512874594027-KY979AX1XBPR7NQJ9OP4/Screen+Shot+2017-12-09+at+6.55.22+PM.png Design https://images.squarespace-cdn.com/content/v1/5a25acada803bb3ef68ab95d/1512971074304-6KFP8U7ZNVSN68L97QGP/oracle+brochure_Page_1.png Design https://images.squarespace-cdn.com/content/v1/5a25acada803bb3ef68ab95d/1512970191693-RUAGJVIVYOVN77Q412G6/Screen+Shot+2017-12-10+at+9.26.54+PM.png Design https://images.squarespace-cdn.com/content/v1/5a25acada803bb3ef68ab95d/1512970913035-TQG0Q6RQ7HIMCQM8A002/02edbb_479ee1f120754e44af1c4e3df3223225-mv2.png Design https://images.squarespace-cdn.com/content/v1/5a25acada803bb3ef68ab95d/1512971444344-OF9TQB41KHAQ0ME3R6CL/Screen+Shot+2017-12-10+at+9.50.21+PM.png Design https://images.squarespace-cdn.com/content/v1/5a25acada803bb3ef68ab95d/1516642744349-KDUQLVUOJ74KF979P4R3/Group.png Design https://images.squarespace-cdn.com/content/v1/5a25acada803bb3ef68ab95d/1521454475980-FHHO4RJRVD7HFKT8QF4B/Artboard.png Design https://images.squarespace-cdn.com/content/v1/5a25acada803bb3ef68ab95d/1516160066165-ZUK4ECRBA3FQNTDEW2IO/cute-logo.png Design https://images.squarespace-cdn.com/content/v1/5a25acada803bb3ef68ab95d/1516636019917-VFWTD91ADSI26NTOQWXE/Portfolio.png Design - Mapping out the Competitive Landscape A preliminary map of the competitive landscape. https://images.squarespace-cdn.com/content/v1/5a25acada803bb3ef68ab95d/1516636916698-FDD66SA0RTGZ4RQ7A6GG/Screen+Shot+2016-10-20+at+7.50.25+AM.png Design - Persona-building I used Excel to break down interview results into user stories, which I later colour-coded based on goals and motivations. https://images.squarespace-cdn.com/content/v1/5a25acada803bb3ef68ab95d/1516637171248-ZBKX97OMICW8SL7ATU5G/Screen+Shot+2018-01-23+at+12.05.40+AM.png Design I created this comprehensive persona infographic - covering personality traits, most-used apps, motivations and frustrations, a moodboard and even a short writeup about our persona, Sarah. https://images.squarespace-cdn.com/content/v1/5a25acada803bb3ef68ab95d/1516637297796-PJUSTQKZ3V2XI80TOOJ7/20160602+-+Travello+Experience+Map+v3+%283%29.png Design - The Experience Map An experience map that charts how the user thinks, does and feel at every step of the journey. https://images.squarespace-cdn.com/content/v1/5a25acada803bb3ef68ab95d/1516637390793-V5CSPL6QCV8CK146FY9V/image-asset.png Design - The Navigation Flow The experience map led me to creating a navigation flow that was tight and highly focused on real needs and desires of users. No feature creep. https://images.squarespace-cdn.com/content/v1/5a25acada803bb3ef68ab95d/1516641236622-ISWW0BBBTPCP35JH92YA/20160927+-+Collaborative+Screen+6.png Design Travello enables collaboration between trip planners. The coloured circles represent where users are currently looking at, both on the map and on the time-ordered list component at the sidebar. https://images.squarespace-cdn.com/content/v1/5a25acada803bb3ef68ab95d/1516641320997-H7LKHA69VWF3IWMHYES0/20170927+-+Collaborative+Screen+1+%281%29.png Design Users are able to see one another on the mini map, search for spots to add to their trip itinerary, and also edit descriptions together. https://images.squarespace-cdn.com/content/v1/5a25acada803bb3ef68ab95d/1516641419090-C2Z45F2MI4PS623TKZS7/sdflasfd.png Design The extension allows users to save a spot directly from a website into their trip. Users can save information in four ways - through the auto-fill function, through a pop-up when highlighting text or selecting a photo, by dragging and dropping, or simply typing it out. https://images.squarespace-cdn.com/content/v1/5a25acada803bb3ef68ab95d/1516641443231-72D9PAMOFRXE3TIRV0AV/Slice+3.png Design The flow when users add information into the extension, this flow taught me about designing for errors. https://by-michelletan.com/home daily 1.0 2026-04-13 https://images.squarespace-cdn.com/content/v1/5a25acada803bb3ef68ab95d/1516643128977-4CH8J9DP7YW27PIIXVK0/BA.png Product Design https://images.squarespace-cdn.com/content/v1/5a25acada803bb3ef68ab95d/1517179660443-KB2UAZP37IF0J27JPC23/banner.png Product Design https://images.squarespace-cdn.com/content/v1/5a25acada803bb3ef68ab95d/1521453236952-2N2YV73BWUDNS955XWVT/OWINGK1.png Product Design https://images.squarespace-cdn.com/content/v1/5a25acada803bb3ef68ab95d/1521469393327-PEDGJ0VMI2V23PNPCUI7/OXNIO01.png Product Design https://images.squarespace-cdn.com/content/v1/5a25acada803bb3ef68ab95d/1533799866221-NIB9MHZZ3RXRONN403C4/cover.png Product Design https://images.squarespace-cdn.com/content/v1/5a25acada803bb3ef68ab95d/1533820555245-LAD7Q2GCOWASGL09402W/audaciouscover.png Product Design https://images.squarespace-cdn.com/content/v1/5a25acada803bb3ef68ab95d/1533822813661-O7DIMHSBF7UU4X2XWHP9/Group+3.png Product Design https://images.squarespace-cdn.com/content/v1/5a25acada803bb3ef68ab95d/1622483648178-GRYBCV5VW8Q2LTYLQA37/image1.png Product Design https://images.squarespace-cdn.com/content/v1/5a25acada803bb3ef68ab95d/0738f056-c0f8-4644-a3f0-70ae484a26a3/Group+16508.png Product Design https://images.squarespace-cdn.com/content/v1/5a25acada803bb3ef68ab95d/21df3b56-4956-4a07-a9db-edc1d81f5298/Input.png Product Design https://images.squarespace-cdn.com/content/v1/5a25acada803bb3ef68ab95d/1534216090038-9Z1LP6W9G10BHOMQ7J2B/bonapp1.png Product Design https://images.squarespace-cdn.com/content/v1/5a25acada803bb3ef68ab95d/1534216225590-059WAYQV32R2NBS1YRT9/OKR0RJ1.png Product Design https://images.squarespace-cdn.com/content/v1/5a25acada803bb3ef68ab95d/1521101190740-PQHM16M8RTXE7W5SZ7P8/Artboard+2.png Product Design These are excerpts from guest-host booking conversation logs and post-experience interviews with guests. Processing this raw data yielded context-based insights, recorded below. https://images.squarespace-cdn.com/content/v1/5a25acada803bb3ef68ab95d/1516643861571-QZUNL8BQ5ENFPQ2UH0M8/Research+-+Post+it%27s+Map+%28Initial%29.png Product Design Research map created on RealtimeBoard. https://images.squarespace-cdn.com/content/v1/5a25acada803bb3ef68ab95d/1519976366032-1VZ2BLXYK4C16ISH83AC/Screen+Shot+2016-10-12+at+4.54.53+PM.png Product Design https://images.squarespace-cdn.com/content/v1/5a25acada803bb3ef68ab95d/1516644040811-R08BIXGJT4A2T0QL5OM2/20161017+-+Finalized+Persona+++User+Journey+-+The+Purcells.png Product Design - The Result This diagram combined aspects of a persona, experience map and storyboard, and currently lives next to others on a white wall in the BonAppetour office. https://images.squarespace-cdn.com/content/v1/5a25acada803bb3ef68ab95d/1521294425807-ELDKSGDPHWHUW194NWGK/Artboard+Copy+2.png Product Design https://images.squarespace-cdn.com/content/v1/5a25acada803bb3ef68ab95d/1521295699571-Y07UL3UZE3W5RAUMF2TK/image-asset.png Product Design - Upgrading the host availability calendar It is important that the host be able to set her availability with ease. Hosts I spoke to were finding it difficult to manage their calendar - on which they could only set availability one day at a time. They would often contact support to change available dates for them, increasing support hours. With the redesigned calendar, hosts can set availability for more than one date at a time, limit experiences to certain dates, and set standardized availability across long periods. https://images.squarespace-cdn.com/content/v1/5a25acada803bb3ef68ab95d/1521300245053-7ZRPHMWY5GEEKNJQCQYQ/Artboard+4.png Product Design - Chunking the host onboarding process Left, the original experience creation page. Right, my redesign. I broke the long, scrolling form in 6 steps, grouped together by meaning and order of importance. https://images.squarespace-cdn.com/content/v1/5a25acada803bb3ef68ab95d/1521300272802-UL4MP3CFID2TZ47FRD9K/Artboard+5.png Product Design More snippets of the forms. I used breadcrumbs to help hosts keep track of where they were in the process. https://images.squarespace-cdn.com/content/v1/5a25acada803bb3ef68ab95d/1534217239814-09VWQDON0ZBYCNVBR5ZF/Screen+Shot+2018-08-14+at+11.26.49+AM.png Product Design https://images.squarespace-cdn.com/content/v1/5a25acada803bb3ef68ab95d/1534217300579-0QLQQRUFKSR15GU9GWJE/Screen+Shot+2018-08-14+at+11.27.10+AM.png Product Design - IDEO's HMW questions to set sprint goals https://images.squarespace-cdn.com/content/v1/5a25acada803bb3ef68ab95d/1534217460406-TSE4V8SMKDPOKZOVHANR/Screen+Shot+2018-08-14+at+11.27.50+AM.png Product Design https://images.squarespace-cdn.com/content/v1/5a25acada803bb3ef68ab95d/1534217484022-G5XMD4RZQB7MHOJI81R2/Screen+Shot+2018-08-14+at+11.27.56+AM.png Product Design https://images.squarespace-cdn.com/content/v1/5a25acada803bb3ef68ab95d/1534217020610-LB8M6QPDZAODVQDC1TSS/1.png Product Design https://images.squarespace-cdn.com/content/v1/5a25acada803bb3ef68ab95d/1534217174220-3HTNGD945H54VDLHQMVL/image-asset.png Product Design https://images.squarespace-cdn.com/content/v1/5a25acada803bb3ef68ab95d/1534217784839-L3Q7CX6REEB98YLJAJPP/bascreenie.png Product Design https://images.squarespace-cdn.com/content/v1/5a25acada803bb3ef68ab95d/1517150417351-C55WGP85DKGD4A92623U/Screen+Shot+2018-01-28+at+10.23.25+PM.png Product Design - A Brief History of Workato I led the design for this book, which details how Workato used its own platform to automate and run its business - from inception to expansion to five international offices in Cupertino, New York, Singapore, Russia and the Philippines. https://images.squarespace-cdn.com/content/v1/5a25acada803bb3ef68ab95d/1517151519615-SZZW3V5MY48ZEGFIFUPF/Screen+Shot+2018-01-28+at+10.57.55+PM.png Product Design https://images.squarespace-cdn.com/content/v1/5a25acada803bb3ef68ab95d/1517150359246-KL0B9EYNU3HE702566EA/Screen+Shot+2018-01-28+at+10.31.51+PM.png Product Design https://images.squarespace-cdn.com/content/v1/5a25acada803bb3ef68ab95d/1517150110690-131Q7KSK51LR2OQJE5SU/Screen+Shot+2018-01-28+at+10.32.53+PM.png Product Design https://images.squarespace-cdn.com/content/v1/5a25acada803bb3ef68ab95d/1517150324245-15TZBLED7XHASH966RY2/Screen+Shot+2018-01-28+at+10.32.21+PM.png Product Design https://images.squarespace-cdn.com/content/v1/5a25acada803bb3ef68ab95d/1517150561862-OI3KNXJPMQWAYTW906DX/Bitmap.png Product Design - Drone Swag I designed the packaging for this boxed drone set. Used across all Workato's events, the swag was named a crowd favorite at Slack Frontiers 2017. https://images.squarespace-cdn.com/content/v1/5a25acada803bb3ef68ab95d/1521385527763-FFJU5NB7ITB2HTCMQEJ7/Image+uploaded+from+iOS+%2819%29.jpg Product Design https://images.squarespace-cdn.com/content/v1/5a25acada803bb3ef68ab95d/1521385567074-CY4B9P6EGKLAZ7AHI0NF/Image+uploaded+from+iOS+%2818%29.jpg Product Design https://images.squarespace-cdn.com/content/v1/5a25acada803bb3ef68ab95d/1517149384967-6K8PJ2AE8G0Y6MY4WMCK/stickersArtboard+28.png Product Design - Stickers! I designed these https://images.squarespace-cdn.com/content/v1/5a25acada803bb3ef68ab95d/1517151012707-USNGHF0BVWXCBD871YAD/Screen+Shot+2018-01-28+at+10.44.05+PM.png Product Design - Guide to Automating Customer Service Created for ServiceNow Conference 2017, Las Vegas. https://images.squarespace-cdn.com/content/v1/5a25acada803bb3ef68ab95d/1517151043773-GDT31QJLQZHPMMM9E6FP/Screen+Shot+2018-01-28+at+10.44.16+PM.png Product Design https://images.squarespace-cdn.com/content/v1/5a25acada803bb3ef68ab95d/1517151147861-EP48GFSZRS4KPXRVMGGL/Screen+Shot+2018-01-28+at+10.46.15+PM.png Product Design https://images.squarespace-cdn.com/content/v1/5a25acada803bb3ef68ab95d/1517151075095-OJSW8DK56CUF0Q9S2PGR/Screen+Shot+2018-01-28+at+10.45.49+PM.png Product Design https://images.squarespace-cdn.com/content/v1/5a25acada803bb3ef68ab95d/1517151248971-62NEX5FIURHDMJWA8RCV/Screen+Shot+2018-01-28+at+10.47.58+PM.png Product Design - The Ultimate Guide to Marketing Automation Created for Marketo Marketing Nation 2017, San Francisco. https://images.squarespace-cdn.com/content/v1/5a25acada803bb3ef68ab95d/1517151294566-BWKWMYW6YCL58UAHS8EC/Screen+Shot+2018-01-28+at+10.48.15+PM.png Product Design https://images.squarespace-cdn.com/content/v1/5a25acada803bb3ef68ab95d/1517151279968-J9WHB489KJNCRIE029F2/Screen+Shot+2018-01-28+at+10.49.00+PM.png Product Design https://images.squarespace-cdn.com/content/v1/5a25acada803bb3ef68ab95d/1517204075440-RRE9FA98DUEAT7ZR15K9/desktop.png Product Design https://images.squarespace-cdn.com/content/v1/5a25acada803bb3ef68ab95d/1521700562664-VLQ5Q68LGIBPY5473X9C/dealdesk.gif Product Design https://images.squarespace-cdn.com/content/v1/5a25acada803bb3ef68ab95d/1521699562994-1ZBLTUGX7W9JALIQAUMX/Artboard.png Product Design https://images.squarespace-cdn.com/content/v1/5a25acada803bb3ef68ab95d/1517205044731-DQPJ2QKHFHZXSCI03NCH/desktop2.png Product Design https://images.squarespace-cdn.com/content/v1/5a25acada803bb3ef68ab95d/1517205062370-6HYM38JM5CXNK9BBSP1B/desktop3.png Product Design https://images.squarespace-cdn.com/content/v1/5a25acada803bb3ef68ab95d/1517205218135-0HRSUDKB627XY66APKBR/image-asset.png Product Design https://images.squarespace-cdn.com/content/v1/5a25acada803bb3ef68ab95d/1517184692043-PXUZGEPSII9U9ML3OG3L/Screen+Shot+2018-01-29+at+7.55.12+AM.png Product Design - Letting Chatbots Do all the Work, a primer With the success of our previous eBooks focused on marketing and customer support, we created a new book for Slack Frontiers 2017. It was also used at the Workato-Slack Meetup @ Slack HQ, and at Dreamforce 2017 in San Francisco. Featuring 56 pages of chatbot integration wisdom, the books were a huge success both at the conference and as an online lead generation tool, with a 29.03% conversion rate. https://images.squarespace-cdn.com/content/v1/5a25acada803bb3ef68ab95d/1517184847558-LCFKBWBS9NYUI3XJ58B0/Screen+Shot+2018-01-29+at+6.57.33+AM.png Product Design https://images.squarespace-cdn.com/content/v1/5a25acada803bb3ef68ab95d/1517185249740-S68QHYJTKPWRJ1JD661C/Screen+Shot+2018-01-29+at+6.58.47+AM.png Product Design https://images.squarespace-cdn.com/content/v1/5a25acada803bb3ef68ab95d/1517185383451-4E4BAHAYYM18AOWXF14S/Screen+Shot+2018-01-29+at+6.58.13+AM.png Product Design https://images.squarespace-cdn.com/content/v1/5a25acada803bb3ef68ab95d/1517193650009-F0WE36C0K3SV3MAQDLOL/page3.png Product Design https://images.squarespace-cdn.com/content/v1/5a25acada803bb3ef68ab95d/1517180692969-N5688FAMQSQSU3OXJI7C/Screen+Shot+2018-01-29+at+6.54.05+AM.png Product Design https://images.squarespace-cdn.com/content/v1/5a25acada803bb3ef68ab95d/1517195639621-88S3AXVIRLDAR2ZJJIZS/post+2.png Product Design https://images.squarespace-cdn.com/content/v1/5a25acada803bb3ef68ab95d/1517194372723-KMSNSS9EC68IQA1S0CA9/postcard2.png Product Design https://images.squarespace-cdn.com/content/v1/5a25acada803bb3ef68ab95d/1517194535306-GXYRL6R2OE4Q88M0JTNO/post4.png Product Design https://images.squarespace-cdn.com/content/v1/5a25acada803bb3ef68ab95d/1517194355051-MEYGSKW3L43YRSCEEB8X/post3.png Product Design https://images.squarespace-cdn.com/content/v1/5a25acada803bb3ef68ab95d/1517179781265-LXTDTM6YBXNM7H88I9Y0/template2.png Product Design https://images.squarespace-cdn.com/content/v1/5a25acada803bb3ef68ab95d/1517180378047-6Z1FKB0KNFZS1BVY466D/template2+copy.png Product Design https://images.squarespace-cdn.com/content/v1/5a25acada803bb3ef68ab95d/1517179795061-LPBE9VQ6Y5ZQN7OVFOWH/template1+copy.png Product Design https://images.squarespace-cdn.com/content/v1/5a25acada803bb3ef68ab95d/1517180359343-BRZVXNX564OIIUTF6VDW/template3+copy+2.png Product Design https://images.squarespace-cdn.com/content/v1/5a25acada803bb3ef68ab95d/1522044610153-U0WQGQDCJSXQ1UA3CVS0/Artboard+2.png Product Design https://images.squarespace-cdn.com/content/v1/5a25acada803bb3ef68ab95d/1522306864097-NBVKY6XZQ8AOG4FTO3QN/app+directory.png Product Design https://images.squarespace-cdn.com/content/v1/5a25acada803bb3ef68ab95d/1522307190068-MXJB62MDIKWZXCD2NK7A/appdirectorybefore.png Product Design https://images.squarespace-cdn.com/content/v1/5a25acada803bb3ef68ab95d/1522307350093-WUA0NED6WG8LHC9U6DU9/appdirectory2.png Product Design https://images.squarespace-cdn.com/content/v1/5a25acada803bb3ef68ab95d/1522308568469-PQ2M6SZ8LRTGC55X3CMZ/Artboard+3.png Product Design https://images.squarespace-cdn.com/content/v1/5a25acada803bb3ef68ab95d/1522310555592-ETN87RYV3EB6EQ2XU1L1/image-asset.png Product Design https://images.squarespace-cdn.com/content/v1/5a25acada803bb3ef68ab95d/1522310603945-K5TNN2LZNHV6J4M3VJJS/Artboard+3+Copy+14.png Product Design https://images.squarespace-cdn.com/content/v1/5a25acada803bb3ef68ab95d/1522308971038-YNQOO2BRSSDTO9DOMJOW/custom.png Product Design https://images.squarespace-cdn.com/content/v1/5a25acada803bb3ef68ab95d/1522309564227-46H2U434S32D6WA6ZH89/app+page.png Product Design https://images.squarespace-cdn.com/content/v1/5a25acada803bb3ef68ab95d/1522309534879-KR4GJTBN6VQ2E9VMPMTX/Artboard+3+Copy+11.png Product Design https://images.squarespace-cdn.com/content/v1/5a25acada803bb3ef68ab95d/1522309759868-BKIU0ADDKND8Y3IS7YUO/solutionpartner.png Product Design https://images.squarespace-cdn.com/content/v1/5a25acada803bb3ef68ab95d/1522309784128-RRIY01O5H33M2C2Z1KH6/sol.png Product Design https://images.squarespace-cdn.com/content/v1/5a25acada803bb3ef68ab95d/1522048712376-VEHFNWA6CLQW1T47NFRQ/pricing+page+cover.png Product Design https://images.squarespace-cdn.com/content/v1/5a25acada803bb3ef68ab95d/1522253958330-B1ELPJDFXOPXF43REC9O/image-asset.png Product Design https://images.squarespace-cdn.com/content/v1/5a25acada803bb3ef68ab95d/1522288064724-IQOF34FV3SPVL220W0T9/Artboard+3+Copy.png Product Design https://images.squarespace-cdn.com/content/v1/5a25acada803bb3ef68ab95d/1522309211022-3MOECR90P05A3AEUCFME/product+blog.png Product Design https://images.squarespace-cdn.com/content/v1/5a25acada803bb3ef68ab95d/1522308262478-A1RGASIC8BN117JIWHIY/landing+page.png Product Design https://images.squarespace-cdn.com/content/v1/5a25acada803bb3ef68ab95d/1521469454762-Y41KVHAK7W6Y2T9A6BEL/Screen+Shot+2018-03-19+at+10.23.39+PM.png Product Design https://images.squarespace-cdn.com/content/v1/5a25acada803bb3ef68ab95d/1521470584995-H5IVGFRQRA97NA8VI78E/Screen+Shot+2018-03-19+at+10.42.22+PM.png Product Design https://images.squarespace-cdn.com/content/v1/5a25acada803bb3ef68ab95d/1521470681130-6GGTG2JP93UW0WSZM1DN/Screen+Shot+2018-03-19+at+10.44.11+PM.png Product Design https://images.squarespace-cdn.com/content/v1/5a25acada803bb3ef68ab95d/1533797077459-KK29HFOQGE48XK4AKT68/aspirecover.png Product Design https://images.squarespace-cdn.com/content/v1/5a25acada803bb3ef68ab95d/1536840903260-4AXLBJHOLKAJ4CEJ9CH1/Group+3.png Product Design https://images.squarespace-cdn.com/content/v1/5a25acada803bb3ef68ab95d/1537049940257-1FCPTS7B961WY2T9AW2C/research.png Product Design User journey / I fleshed out the user journey by blocking out rough interactions for each action point. https://images.squarespace-cdn.com/content/v1/5a25acada803bb3ef68ab95d/1536942455538-DGGKFG3RFE6MSEL5VTST/sketch.png Product Design Sketching interfaces / Keeping in mind 46% of our users entered the site on their phones, I took a mobile-first approach. This stage allowed me to validate ideas and concepts quickly. https://images.squarespace-cdn.com/content/v1/5a25acada803bb3ef68ab95d/1536942503444-H77M8NBWV9JJGWSSBIB0/image13.jpg Product Design User testing / I used low-fidelity paper and digital prototypes for user testing, which allowed me to make several low-cost iterations. https://images.squarespace-cdn.com/content/v1/5a25acada803bb3ef68ab95d/1536942532178-VM1RXDD19CGNDKPHVMWI/Screen+Shot+2018-08-09+at+1.07.18+PM.png Product Design Low-to-mid fidelity / Bringing the design to mid-fidelity was important for this project because we were building the design system at the same time. The focus was therefore on consistency and fewer overall components. https://images.squarespace-cdn.com/content/v1/5a25acada803bb3ef68ab95d/1537212714613-977Q1JGVVT3QO4BL6GVQ/uhhuh.png Product Design I modified the signup process to separate two user groups: directors/employees and external brokers, which we called “Referrers”. This step neatly segments the on-boarding process, allowing us to provide more guidance for each group in terms of documentation needed, information provided and support required. https://images.squarespace-cdn.com/content/v1/5a25acada803bb3ef68ab95d/1537211818880-MIRTKXIBE2US2IRBP90F/image-asset.png Product Design Before (left) and after (right) the redesign. https://images.squarespace-cdn.com/content/v1/5a25acada803bb3ef68ab95d/1533802006238-JAMXWO1BDW68EMR9POVX/results2.png Product Design Screens from the mobile platform. I focused on creating tap-friendly components, making the copy easy to read, making UI elements consistent with the web platform and minimized the need for typing. Overall, I wanted to chunk the process into easy-to-complete parts, with the user always knowing where she is. https://images.squarespace-cdn.com/content/v1/5a25acada803bb3ef68ab95d/1537454565934-O6WI7BARPK7MCTNNLEUH/desktopscrns.png Product Design Screens from the desktop platform. With more space to work with, I was able to use white space to group components conceptually. https://images.squarespace-cdn.com/content/v1/5a25acada803bb3ef68ab95d/1536895021653-6AW19NK12VGP82CS13HP/BEFORE.png Product Design - Original Loan Summary Page The loan summary page before the redesign https://images.squarespace-cdn.com/content/v1/5a25acada803bb3ef68ab95d/1536895319511-IPA0XGFRIY6PK3RSOQ4L/AFTER.png Product Design - Guided Repayment Process The redesigned loan summary page (right) presents the information the customer needs to know, in the order of urgency and frequency of usage. The repayments schedule table is easier to understand, and users are able to print it out for their convenience. Direct debit payments are also introduced in a clear, actionable way. An announcement bar shows urgent information and is visually distinct from the rest of the page. A second column is introduced for important, but not urgent information. https://images.squarespace-cdn.com/content/v1/5a25acada803bb3ef68ab95d/1622481494922-JUIL1CQ6HSVCH578A4JH/image1.png Product Design https://images.squarespace-cdn.com/content/v1/5a25acada803bb3ef68ab95d/1622473074788-J78FJH5CWTYXCYUJ7BYH/MacBook+Pro+-+3.png Product Design - Make it stand out Whatever it is, the way you tell your story online can make all the difference. https://images.squarespace-cdn.com/content/v1/5a25acada803bb3ef68ab95d/1622473230587-DUY1QZH43T0JNB197XG8/MacBook+Pro+-+4.png Product Design https://images.squarespace-cdn.com/content/v1/5a25acada803bb3ef68ab95d/1622478243042-4SXTSEFDPS5SZHX2B6BP/MacBook+Pro+-+8+%281%29.png Product Design - Make it stand out Whatever it is, the way you tell your story online can make all the difference. https://images.squarespace-cdn.com/content/v1/5a25acada803bb3ef68ab95d/1622478346850-6UGMDKFSOVRS76IBX20P/MacBook+Pro+-+9.png Product Design - Make it stand out Whatever it is, the way you tell your story online can make all the difference. https://images.squarespace-cdn.com/content/v1/5a25acada803bb3ef68ab95d/1622481854081-FL33NGT2R7Y2GQ1PSYFH/uhhuh.png Product Design https://images.squarespace-cdn.com/content/v1/5a25acada803bb3ef68ab95d/1622483355069-XW0FHVMRXCVDLOKMLV2Z/traininghistory.png Product Design - Make it stand out Whatever it is, the way you tell your story online can make all the difference. https://images.squarespace-cdn.com/content/v1/5a25acada803bb3ef68ab95d/1622483316103-VGBJT6ZJQHJYS6R9YU2B/image+%285%29.png Product Design - Make it stand out Whatever it is, the way you tell your story online can make all the difference. https://images.squarespace-cdn.com/content/v1/5a25acada803bb3ef68ab95d/1622483258621-4S1HIWEGN81F6GBS1WLS/image+%286%29.png Product Design - Make it stand out Whatever it is, the way you tell your story online can make all the difference. https://images.squarespace-cdn.com/content/v1/5a25acada803bb3ef68ab95d/4a5486b9-682d-42a1-911e-fa4c5fc18534/Response-quality-1.png Product Design - Make it stand out Whatever it is, the way you tell your story online can make all the difference. https://images.squarespace-cdn.com/content/v1/5a25acada803bb3ef68ab95d/a53fccdc-c1f6-4887-b540-eebd4d78b4de/Frame+2504.png Product Design - Make it stand out Whatever it is, the way you tell your story online can make all the difference. https://images.squarespace-cdn.com/content/v1/5a25acada803bb3ef68ab95d/28dd9015-4b4d-4027-8495-3a7a8e6bc472/Group+16503.png Product Design - Make it stand out I introduced an Opportunity Solution Tree to ensure all solutions mapped back to user problems, and organize them in testable pathways. https://images.squarespace-cdn.com/content/v1/5a25acada803bb3ef68ab95d/7fada479-d252-4f24-a68e-0533a6c9703e/Frame+16506.png Product Design - 1. Behavior-shaping incentives Concept: A response quality indicator aligns incentives with genuine consumer needs and provides pros with guidance. https://images.squarespace-cdn.com/content/v1/5a25acada803bb3ef68ab95d/cef22144-d561-406c-8cf1-da0d6ae1203b/Frame+16505.png Product Design - 2. Automation aids Partial automation concept: LLM-generated Pro response suggestions & guidance Full automation concept: AI Receptionist for Pros https://images.squarespace-cdn.com/content/v1/5a25acada803bb3ef68ab95d/eddb24bc-8bd2-4280-9d94-aac65e3ec613/Frame+16504.png Product Design - 3. System-level changes AI Assistant that aggregates responses from multiple pros and brokers discussion - reducing back and forth and qualifying leads. https://images.squarespace-cdn.com/content/v1/5a25acada803bb3ef68ab95d/176baee8-0d55-4f37-a33c-ec1dab8627e3/Frame+16507.png Product Design - Make it stand out Phasing of key initiatives. A gradual rollout minimized risk, giving businesses the opportunity to improve their score before Yelp revealed it to customers. https://images.squarespace-cdn.com/content/v1/5a25acada803bb3ef68ab95d/30e87bb7-e683-4911-94ea-69a5540ee5e6/con.png Product Design - Make it stand out Whatever it is, the way you tell your story online can make all the difference. https://images.squarespace-cdn.com/content/v1/5a25acada803bb3ef68ab95d/8c50e265-8e43-4790-85b4-a0bece7af088/pro1.png Product Design - Make it stand out Whatever it is, the way you tell your story online can make all the difference. https://images.squarespace-cdn.com/content/v1/5a25acada803bb3ef68ab95d/fa067868-e2b9-465a-814a-329aab179027/pro2.png Product Design - Make it stand out Whatever it is, the way you tell your story online can make all the difference. https://images.squarespace-cdn.com/content/v1/5a25acada803bb3ef68ab95d/9655d21e-e134-42dc-9eb9-2362eb4d5514/Frame+17617.png Product Design - Make it stand out Whatever it is, the way you tell your story online can make all the difference. https://images.squarespace-cdn.com/content/v1/5a25acada803bb3ef68ab95d/330b04fd-31f9-4f5d-8fee-6a0640781f91/Frame+16510.png Product Design - Make it stand out Touchpoints from the consumer Request a Quote flow https://images.squarespace-cdn.com/content/v1/5a25acada803bb3ef68ab95d/ce63e1b8-a350-4f20-b3d6-7ac3852f4db4/Frame+17405.png Product Design - Make it stand out Whatever it is, the way you tell your story online can make all the difference. https://images.squarespace-cdn.com/content/v1/5a25acada803bb3ef68ab95d/336c327c-2f1f-49e2-8136-2f8ba1e392e5/image+12.png Product Design - Make it stand out Consumers can choose to receive SMS messages from the Pros - and start texting directly with them. https://images.squarespace-cdn.com/content/v1/5a25acada803bb3ef68ab95d/708b55e1-71e5-41b0-9dc4-b529c1f36986/Frame+16509.png Product Design - Make it stand out Selected bird’s-eye views of hand-off organization. I consider engineers as a user group, with Figma files being the experience. Making this complex hand-off a seamless and positive was a critical part of collaborating with two engineering teams working in parallel to ship on-time. https://images.squarespace-cdn.com/content/v1/5a25acada803bb3ef68ab95d/712c0fd7-ea07-4e41-9c08-efb463e9e4b1/image+13.png Product Design - Make it stand out Pros can now connect directly & immediately with a consumer - which they consider to be a higher quality lead. All messages are also tracked in their inbox. https://images.squarespace-cdn.com/content/v1/5a25acada803bb3ef68ab95d/4abe664b-109e-4777-bdb3-d5e4b23d2730/Frame+16516.png Product Design - Make it stand out Whatever it is, the way you tell your story online can make all the difference. https://images.squarespace-cdn.com/content/v1/5a25acada803bb3ef68ab95d/93566300-2b80-45c0-ba42-f0762df4d91c/Frame+16518.png Product Design - Make it stand out Whatever it is, the way you tell your story online can make all the difference. https://images.squarespace-cdn.com/content/v1/5a25acada803bb3ef68ab95d/7b17a4e7-d016-4aec-9b40-640a16145dec/Frame+17403.png Product Design - Make it stand out Whatever it is, the way you tell your story online can make all the difference. https://images.squarespace-cdn.com/content/v1/5a25acada803bb3ef68ab95d/f5a744af-dec8-4ea8-b03e-bac4ba0a93e6/Frame+17407.png Product Design - Make it stand out Whatever it is, the way you tell your story online can make all the difference. https://images.squarespace-cdn.com/content/v1/5a25acada803bb3ef68ab95d/023145c9-da29-49b1-9c0e-c9585de67543/Frame+16515.png Product Design Left: Diagram by Hristo Dakov, Engineer. https://images.squarespace-cdn.com/content/v1/5a25acada803bb3ef68ab95d/896f6102-6628-46a3-9ecf-d1d34dd7f2bb/Frame+17404.png Product Design - Make it stand out I feel very thankful to work with so many talented people at Yelp! https://images.squarespace-cdn.com/content/v1/5a25acada803bb3ef68ab95d/d408ea58-10bc-4ab4-b6d6-5860bee44992/Frame+16511.png Product Design - From CEO Jeremy Stoppelman: Q2 2023 earnings call “We had a phone number masking launch in the quarter that provides something that we know is really important to pros and love, getting that phone number so that they can try to pitch on the phone, pitch live. They all feel that they have strong sales skills and we want to give them the opportunity to close that business… which improves the quality of the lead…And when you look into home services revenue, you can see the power of that quality, which was 25% year-over-year revenue growth.” https://images.squarespace-cdn.com/content/v1/5a25acada803bb3ef68ab95d/07d2ada3-a5d5-442e-9758-c7ab720065b4/Group+8.png Product Design - Make it stand out Whatever it is, the way you tell your story online can make all the difference. https://images.squarespace-cdn.com/content/v1/5a25acada803bb3ef68ab95d/11f3d665-b767-4ecc-a90e-d3643eb6db1d/Group+9.png Product Design - Make it stand out Whatever it is, the way you tell your story online can make all the difference. https://images.squarespace-cdn.com/content/v1/5a25acada803bb3ef68ab95d/7313b1e7-ed75-441b-9382-4b1cae5ebabd/image+63.png Product Design - Make it stand out Whatever it is, the way you tell your story online can make all the difference. https://images.squarespace-cdn.com/content/v1/5a25acada803bb3ef68ab95d/e872f614-1797-47f1-a97d-3f1bdc88ca41/image+61.png Product Design - Make it stand out A snapshot of iterative persona development & storyboarding. Ingredients: insights from past studies, user data and conversations with customer-facing teams. https://images.squarespace-cdn.com/content/v1/5a25acada803bb3ef68ab95d/30f51189-4ada-431a-bef6-6a1678bca824/image+62.png Product Design - Make it stand out Whatever it is, the way you tell your story online can make all the difference. https://images.squarespace-cdn.com/content/v1/5a25acada803bb3ef68ab95d/240924f8-588e-4136-8ab5-f088c4e6dc94/Group+10.png Product Design - Make it stand out Whatever it is, the way you tell your story online can make all the difference. https://images.squarespace-cdn.com/content/v1/5a25acada803bb3ef68ab95d/e4a0ac0e-600e-43ec-bc3f-2d148397071e/Frame+14.png Product Design - Make it stand out Positive feedback from a design manager, one of my workshop attendees. https://by-michelletan.com/community daily 0.75 2026-04-13 https://images.squarespace-cdn.com/content/v1/5a25acada803bb3ef68ab95d/1521390608535-6LIZ9MALIG30BG78A5KH/Screen+Shot+2018-03-18+at+11.58.26+PM.png Design in Community https://images.squarespace-cdn.com/content/v1/5a25acada803bb3ef68ab95d/1521451553861-1OSYUUQD6W6VJNZIOQ3N/SUPERHEROIMAGE.png Design in Community https://images.squarespace-cdn.com/content/v1/5a25acada803bb3ef68ab95d/1521453890425-PWFL2HQ1LRAADZNWJI7U/Artboard+Copy.png Design in Community https://images.squarespace-cdn.com/content/v1/5a25acada803bb3ef68ab95d/1533821272623-18CNOUTNHVFL4NOAZ5QA/orangutancover.png Design in Community https://images.squarespace-cdn.com/content/v1/5a25acada803bb3ef68ab95d/1592015286409-ZHO7W7X2CKKF6RAGLRKX/2.png Design in Community https://images.squarespace-cdn.com/content/v1/5a25acada803bb3ef68ab95d/1620928614001-O2EI2TE1KNQRP9KJGZ1L/mmacomic.png Design in Community https://images.squarespace-cdn.com/content/v1/5a25acada803bb3ef68ab95d/1534169268316-ABGXBDF43TULL45GZZVQ/picofme.jpg Design in Community Service design ideation https://images.squarespace-cdn.com/content/v1/5a25acada803bb3ef68ab95d/1534169310057-U0M7OK9GTGN3KYXH33NW/screenshot.jpg Design in Community Prototyping through skits! https://images.squarespace-cdn.com/content/v1/5a25acada803bb3ef68ab95d/1534169347776-06067SHOGWID7RWN66S5/guide.jpg Design in Community https://images.squarespace-cdn.com/content/v1/5a25acada803bb3ef68ab95d/1534169835343-TPFI4GIUKI25Y63VZ6ZH/Screen+Shot+2018-08-13+at+10.16.08+PM.png Design in Community https://images.squarespace-cdn.com/content/v1/5a25acada803bb3ef68ab95d/1534169893781-ZJEON8S0K14RQ31LRHC2/Screen+Shot+2018-08-13+at+10.16.35+PM.png Design in Community https://images.squarespace-cdn.com/content/v1/5a25acada803bb3ef68ab95d/1534169857744-N3SG1QC13W0WXQ70TI7T/Screen+Shot+2018-08-13+at+10.16.18+PM.png Design in Community https://images.squarespace-cdn.com/content/v1/5a25acada803bb3ef68ab95d/1534169913081-N5FHBCH9G9ZU8KC5HS0F/Screen+Shot+2018-08-13+at+10.16.48+PM.png Design in Community https://images.squarespace-cdn.com/content/v1/5a25acada803bb3ef68ab95d/1522047506143-WVQ7KSIW5DDJ4MLF7CFC/mobile+screens.png Design in Community https://images.squarespace-cdn.com/content/v1/5a25acada803bb3ef68ab95d/1522048097996-O8N9NP0SPVIMS6ZEV4XD/brochure1.png Design in Community https://images.squarespace-cdn.com/content/v1/5a25acada803bb3ef68ab95d/1522048129952-FBEEQRVUNE3GH1GN1J4H/bro2.png Design in Community https://images.squarespace-cdn.com/content/v1/5a25acada803bb3ef68ab95d/1522048152682-IFWC8U2GL3JZGG5H2CPX/bro2.png Design in Community https://images.squarespace-cdn.com/content/v1/5a25acada803bb3ef68ab95d/1522048177370-VRZE3VT7EODX2UTISZ11/bro3.png Design in Community https://images.squarespace-cdn.com/content/v1/5a25acada803bb3ef68ab95d/1534168320031-VMRNUJXBR9Z5DISITCF6/image4.png Design in Community https://images.squarespace-cdn.com/content/v1/5a25acada803bb3ef68ab95d/1534168359724-KC6WAGP7OBEDJOSQNY8Y/image-asset.png Design in Community https://images.squarespace-cdn.com/content/v1/5a25acada803bb3ef68ab95d/1534214531941-F3DGEV558OY9S19IYA16/image8.png Design in Community https://images.squarespace-cdn.com/content/v1/5a25acada803bb3ef68ab95d/1534168377712-5VIIDON5OIA6G17I0B4D/image9.png Design in Community We used the Design Thinking framework by the Interaction Design Foundation (“5 Stages in the Design Thinking Process”). https://images.squarespace-cdn.com/content/v1/5a25acada803bb3ef68ab95d/1534168415143-QMAOVKE02J4D5H8YTRL7/image6.png Design in Community https://images.squarespace-cdn.com/content/v1/5a25acada803bb3ef68ab95d/1533821748907-6UF614MW84WNAI1IG6A4/Screen+Shot+2018-08-09+at+8.35.04+PM.png Design in Community - Documentation for Zookeepers We also created a manual on our processes and how to build this system yourself. Download it here. https://images.squarespace-cdn.com/content/v1/5a25acada803bb3ef68ab95d/1533821983770-OA5BKM0CRVAMSL7LO2C9/Screen+Shot+2018-08-09+at+8.39.07+PM.png Design in Community https://images.squarespace-cdn.com/content/v1/5a25acada803bb3ef68ab95d/1534168558320-O4M5JK5AH83XIB3GZ4DG/Screen+Shot+2018-08-13+at+9.55.23+PM.png Design in Community https://images.squarespace-cdn.com/content/v1/5a25acada803bb3ef68ab95d/1533822003240-5AZIZJPD8KT9AI6OLKHX/Screen+Shot+2018-08-09+at+8.39.14+PM.png Design in Community https://images.squarespace-cdn.com/content/v1/5a25acada803bb3ef68ab95d/1534168583723-9V7KT9YEDWZ67LYJ2Z2H/Screen+Shot+2018-08-13+at+9.55.30+PM.png Design in Community https://images.squarespace-cdn.com/content/v1/5a25acada803bb3ef68ab95d/1592013341818-CWT0SRG9MVQ9ZF62PA1S/contain.png Design in Community https://images.squarespace-cdn.com/content/v1/5a25acada803bb3ef68ab95d/1592013422300-274NHHYFN4ONZOGASC53/Frame+13.png Design in Community https://images.squarespace-cdn.com/content/v1/5a25acada803bb3ef68ab95d/1592013613642-49T6UUXPIENW0BQCM72O/call.png Design in Community https://images.squarespace-cdn.com/content/v1/5a25acada803bb3ef68ab95d/1592013753180-HQIF4AM8JI4XBKJHF394/4-campaign.png Design in Community https://images.squarespace-cdn.com/content/v1/5a25acada803bb3ef68ab95d/1592014401979-LYDJX50ZDL5FBBZLRQRA/logo.png Design in Community https://images.squarespace-cdn.com/content/v1/5a25acada803bb3ef68ab95d/1592014537596-WKMB6F6Z7KRL8LZMUH22/first-tanim1.png Design in Community https://images.squarespace-cdn.com/content/v1/5a25acada803bb3ef68ab95d/1592014792286-NC0Y3PJUO7I04PGTIHY7/2.png Design in Community https://images.squarespace-cdn.com/content/v1/5a25acada803bb3ef68ab95d/1592014819690-1RF7RGNKMPK9LS1OM5D9/3.png Design in Community https://images.squarespace-cdn.com/content/v1/5a25acada803bb3ef68ab95d/1592014856192-XXXHX5B99E9KBGU715VQ/4.png Design in Community https://images.squarespace-cdn.com/content/v1/5a25acada803bb3ef68ab95d/1592014892646-JSLS0O9PIX54BB2IWHE0/5.png Design in Community https://images.squarespace-cdn.com/content/v1/5a25acada803bb3ef68ab95d/1592013794944-Y396KPQBXCVSHXW3NN0P/newsletter.png Design in Community https://images.squarespace-cdn.com/content/v1/5a25acada803bb3ef68ab95d/1592013817832-E1WRGAORIEQTBY5VGNOG/banner.png Design in Community https://images.squarespace-cdn.com/content/v1/5a25acada803bb3ef68ab95d/1592014200027-Q8P5PDACOV3G36B9HAZ1/illustration.png Design in Community https://images.squarespace-cdn.com/content/v1/5a25acada803bb3ef68ab95d/1623195256483-IEU3WCX3TMZM9RELVZFV/GBFCouleeWorkshopGraphic-contrast.png Design in Community https://images.squarespace-cdn.com/content/v1/5a25acada803bb3ef68ab95d/1620927307192-HVF1QF6XS9E6LT2KD6CB/migrantmutualaid.png Design in Community - Make it stand out Whatever it is, the way you tell your story online can make all the difference. https://images.squarespace-cdn.com/content/v1/5a25acada803bb3ef68ab95d/1620927862444-K7USUMYL7RQ3V2FVOGMY/mmacomic.png Design in Community - Make it stand out Whatever it is, the way you tell your story online can make all the difference. https://images.squarespace-cdn.com/content/v1/5a25acada803bb3ef68ab95d/1620927465634-SWOHOWGFB0P3YV5ZN5LZ/chuffed-norwester.png Design in Community https://by-michelletan.com/about daily 0.75 2017-12-04 https://images.squarespace-cdn.com/content/v1/56f96a558a65e2431339cdaf/1465485665247-X9C7YP596CYFWEIEQQNU/45140003-v2.jpg About https://by-michelletan.com/contact daily 0.75 2018-08-14