Impact: Designed an Onboarding Assistant menu and wrote benefit-led guides that helped new users master core workflows without leaving the product, giving leadership clear adoption data.

Skills Demonstrated: Action-oriented microcopy, in-app guide creation, and product adoption tracking.

Impact: Transformed dense documentation into an interactive, step-by-step in-app guide within the Administrator product, helping users navigate complex UI setups and onboard faster.

Skills Demonstrated: Intuitive workflow design, UI tooltip optimization, and onboarding friction reduction.

Impact: Replaced endless vertical scrolling in heavy technical documentation with an interactive, button-driven menu in Online Help, transforming static feature updates into a fast, effortless navigation experience.

Skills Demonstrated: User experience design, accessibility compliance (WCAG/screen readers), and layout stability for global translations.

Impact: During the Salesforce enterprise acquisition, I organized scattered training materials into a role-based, gamified web hub to help 5,000 employees navigate a brand-new platform without friction.

Skills Demonstrated: Behavioral gamification design, information architecture, and executive roadmap alignment.

This research study demonstrates how rigorous UX research and information architecture diagnostics can identify and resolve systemic navigation failures in complex, icon-driven interfaces. By executing a mixed-methods study with novice players, I re-architected the PlayStation 5's taxonomy and icon language to eliminate cognitive friction, realigning the system with user mental models to drastically improve discovery and learnability.