lehua.gray@gmail.com

Every Saturday I host a meet-up for coffee with other artists to paint or draw. These are some of my watercolor and ink doodles from Drawing Club.

I’ve updated the visual design of every part of the search flow, piece by piece, to address key points of drop-off and improve user success, through context building, data organization, and mobile improvements.

I’ve spent 3 years continuously analyzing and refining search relevancy, through search features and algorithm improvements. Over my tenure our search relevancy has improved month over month, and our zero results has consistently dropped

By understanding the system as a whole, I was able to envision new solutions to known user difficulties, and identify previously unknown problems that were only visible though far-downstream effects. Our company-wide goals, KPIs, and roadmap have incorporated many ideas that came to light through this holistic analysis.

I synthesized hundreds of hours of user interviews and research to get novel insights, and backed them with hard numbers by pulling data that had never been explored. By pairing the voices of users with quantitative data, I showed the value of improving our system to address barriers.

Internal teams weren’t familiar with our users’ goals, the barriers they faced, or their experiences on our product. To align teams around our proposed roadmap, I helped them understand how that roadmap moved us toward the vision of addressing people’s social service needs.

This is now the most used part of our system, and has been the biggest lead generators for the sales team. In the words of a user migrating from a competitor’s platform: “Wow! This system, it just works!”

We built iteratively and agilely, continuously soliciting user feedback and improving our system each sprint. I served as the main point of communication between users, developers, external customer teams, and internal stakeholders.