Redesigned fallback flows to prevent dead ends, improving chatbot accuracy from 45% → 86.5% and helping thousands of customers complete tasks.

Tested headlines and CTA copy to increase clicks by up to 67%.

Created an in-product guide on email best practices, reaching 7,169 views with a 22% completion rate in its first month.

Created and deployed 18k+ SMS messages in 2 days, securing expanded character limits so notifications were clearer and more user-friendly.

Simplified login and recovery copy with before/after UI changes, reducing confusion and making error messages easier to act on.