corporate Product management

3 of my case studies

Role: Product Manager

Background:
🚩 Coinbase’s help center required foundational improvements to enhance self-service capabilities and reduce reliance on support.

Action:
🚀 Product Launches: Rolled out V0 and V1 help center redesigns, creating a personalized and seamless user experience.
🔍 Search Optimization: Integrated Algolia’s search tool, boosting search relevancy and helping users find solutions faster.
📊 User-Centered Improvements: Conducted user research studies to drive UI/UX enhancements based on customer needs.
📄 Collaboration: Created PRDs, worked closely with engineers, and provided regular updates through bi-weekly product syncs.

Result:
💰 Cost Savings: Reduced email case creation by 20%, saving $1.5M per year.
📈 Engagement Boost: Increased help center click-through rate by 4%.
🔗 Efficiency Gain: Decreased no-results searches by 1%.

Role: Product Manager

Background:
🚩 Coinbase aimed to provide users with visibility into their open and closed support cases while reducing operational costs and improving response efficiency.

Action:
📝 Product Requirements: Delivered comprehensive product requirements for the case dashboard feature to track user cases over a six-month period.
🤝 Cross-Functional Collaboration: Partnered with CET, Channel Strategy, and EAA teams to ensure scalable implementation, reducing engineering overhead and creating a seamless user experience.
💡 Problem Solving: Overcame unexpected challenges through flexible teamwork and positive energy, keeping the project on track.

Result:
💰 Cost Savings Potential: Estimated $950K in annual savings upon implementation.
📉 Efficiency Gain: Reduced First Contact Response (FCR) by 210 basis points (bps).

Role: Project Manager

Background:
🚩 The Content team at Coinbase needed a scalable system to manage task priorities and resource allocation efficiently due to rapid company growth.

Action:
🏁 Sprint Framework: Designed and piloted a non-technical Agile/Scrum-based sprint process, later scaled across Knowledge Management (KM).
📊 Process Enhancements: Developed a prioritization framework, automated ticket grooming, streamlined sprint planning, and created a comprehensive sprint playbook.

Result:
📈 Productivity Boost: Achieved a 70% improvement through optimized sprint planning and task automation.
👥 Team Growth: Secured additional headcount by leveraging clean bandwidth data.

Role: UX Designer & Product Lead

Background:
🚩 Many women navigating major life changes, such as divorce or becoming a stepmom, often feel isolated and unsupported. Butterfly was designed to create a safe, personalized space to help them connect and heal.

Action:
🎨 UX Design: Developed a user-friendly prototype through research and wireframing during a UX design course.
🛠️ Core Features: Focused on creating customizable pathways, interactive resources, and community support tools tailored to individual experiences.
📚 User Research: Conducted user feedback sessions to understand pain points and refine the design.

Result:
🦋 Prototype Completed: Delivered a functional design showcasing core user journeys, including personalized support modules.
💡 Future Vision: Plans to expand Butterfly into a comprehensive platform supporting various life transitions (e.g., parenting, career changes).
💬 Positive User Feedback: Early testers reported feeling more understood and excited about a platform designed just for them.