Keep in touch with meI'm using Intch to connect with new people. Use this link to open chat with me via Intch app
Work Background
State FarmSenior Product Designer
Jan. 2024Remote
State FarmSenior Product Designer (Conversation Design /Chat)
Jan. 2024 - Jun. 2024At State Farm, I collaborate with product, development, and content teams to design and implement conversational experiences, documenting strategy and architecture while using Voiceflow to create new conversational flows. I developed a Chat component library that leveraged the existing State Farm component Library. A significant achievement was spearheading AI strategy and vision initiatives, enhancing conversational design, and reducing traffic to live representatives. Expanding chat functionality to the authenticated "my accounts" page led to a 40% increase in conversations and a reduction in transfers to live reps from 45% to 36.9%. I also integrated APIs for rate increase reason codes, which reduced escalations and improved customer satisfaction. Emphasizing data-driven insights, I prioritized impactful bot development areas, planned for new platform introductions, and integrated AI capabilities to keep the bot innovative and responsive to user needs.
Expedia GroupSenior Product Designer
Jul. 2022 - Dec. 2023At Expedia Group, I led pioneering efforts in integrating Generative AI to enhance traveler experiences through advanced chat capabilities. Spearheading the development of an AI-driven question/summary component, we optimized the Help Center to provide personalized travel insights and streamline post-booking support across platforms like Orbitz, CheapTickets, Hotels.com, and Travelocity. Scheduled for 2024, our rollout on Expedia’s main Help Center aims to elevate self-service and customer loyalty rates. My role extended to designing and refining Expedia’s Conversation Platform as a Service, empowering hotel partners to deploy customized virtual assistants effortlessly. By conducting generative research and user interviews, we tailored tools for intuitive, low-code deployment, reducing operational burdens and enhancing guest satisfaction in the hospitality sector. Key Responsibilities and Achievements: - Led integration of Generative AI to revolutionize travel assistance and optimize user interactions.
- Designed AI-driven features for major travel platforms, enhancing customer engagement and satisfaction.
- Developed Expedia’s Conversation Platform as a Service, simplifying virtual assistant deployment for hotel partners.
- Conducted generative research and workshops to refine tools, improving usability and operational efficiency.
- Contributed to Expedia’s Help Center enhancements, promoting self-service and improving traveler experiences. Passionate about leveraging innovative technologies to deliver exceptional user experiences, I am committed to driving digital transformation and customer-centric solutions in the travel industry.
Anywhere Real Estate Inc.Lead Product Designer
Aug. 2021 - Aug. 2022At Anywhere I worked on the product RealVitalize used by the Coldwell Banker, Soethby’s, and Corcoran real estate brands. The first release of the application included designing an interface for finance team members to easily track funds and ensure the collection process is followed and completed. The second release included an agent dashboard where agents can track the progress of enrolled properties and see progress of renovations completed on homes.
Wells FargoUX/UI Designer
Dec. 2020 - Dec. 2021At Wells Fargo I worked on an internal application for model risk management. The tool was based on a legacy application that lacked many features, as well as, a modern UI. My job was to spearhead the design of a brand new application that would support the governance of model risk across the financial institution.
ARiALead UX/UI Designer
Sep. 2019 - Dec. 2020KentuckyIn my role, I collaborated closely with the Product Owner and Development Team to address user and stakeholder needs for multiple Department of Defense (DoD) government contracts, overseeing all aspects of user experience and interface design. I developed clear, step-by-step workflows for learning platforms that integrated machine learning for naval training applications. Through ongoing design iterations and user testing, I continually enhanced the workflow to advance Navy training methods and other applications for DoD. *Obtained a Secret Security Clearance for this role. While the clearance is currently inactive, I anticipate no issues with its reactivation.
Association for Linen ManagementLearning Experience Designer
Jan. 2018 - Sep. 2019Produce e-learning programs for the linen management industry. I love to create flexible learning paths that convey clear content through careful use of information architecture. I also work to create easy to use interactive learning content and interfaces that allow users to focus solely on understanding concepts presented.
Eastern Kentucky UniversityInstructional Designer
Mar. 2014 - Sep. 2019I worked collaboratively with Nursing and Occupational Therapy faculty to develop and design various types of e-learning. I focus on designing easy to use courses where learning is always the primary goal. I also work with US News and World Report Top Ranked Graduate Nursing Program in the area of Psychiatric Mental Health Nurse Practitioner. I implement various types of technologies in order to engage students in online learning. I am familiar with software such as (but not limited to); Sketch, Invision, Figma, Photoshop, Premier, Illustrator, Camtasia, Snag It, Captivate, Storyline 360, Rise and more.
Lindsey Wilson CollegeInstructor of Art and Design
Aug. 2013 - Dec. 2014Columbia, KyDevelop art and design courses to be delivered in a hybrid format.
University of KentuckyAdministrative Assistant I
Aug. 2013 - Mar. 2014Answered calls and questions regarding student financial aid.
Anderson University (SC)Instructor of Art and Design
Aug. 2011 - Dec. 2012prepare lectures, quizzes, tests, project assignments, conduct critique, moodle, monitor studio areas, and oversee student workers.
North Greenville UniversityInstructor of Art and Design
Aug. 2011 - Dec. 2012Teach Art Appreciation, Art History I, and Art History II.
Signs and MoreSign Specialist and Sales
May. 2004 - Aug. 2008Richmond, KyAt Signs and More I was responsible for making signage, designing lettering, and sales. I was also responsible for answering phones, making invoices, copies, and communicating effectively with clients.
Intch is a Professional Networking App for the Future of WorkSee more people like Kara on Intch
300k+ people
130+ countries
AI matching
Get Intch if you'd like to
499658 people
15
Lead Software Engineer @ Codename: Magnolia
21
Visual Designer
19
board member @ American Eagle Outfitters Factory
78522 people
15
Lead Software Engineer @ Codename: Magnolia
21
Visual Designer
19
Marketing Creative Director