I worked on several projects at Hulu where I identified risks for parents, account holders, and children using Hulu. I partnered with engineering, product, and customer support to instrument and monitor negative impacts to our viewers. I worked with a customer support specialist to identify trends and financial impact of known issues that had a high contact volume from customers and strong negative sentiment across social media. Taking this data, I crafted a narrative and pitched a set of features to company leadership that could address the negative experience for users as well as reduce the financial burden to the company caused by customer support hours and concession to angry viewers.
Once I had support for the initiative, I worked with a product manager to build a timeline for the feature set. I led two two designers as we built out designs for a north star and eventually a version one of parental controls. I consulted with a team working on account management to replicate the in-app feature set of parental controls to prevent unauthorized purchases and strengthen account security. We rolled out the first set of features across mobile, TV, and web platforms.
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This project aimed to assist people looking to rent schedule tours seamlessly within a space traditionally fraught with risk, distrust, and discrimination.
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1 min
I co-led strategy, built innovative prototypes, and led mobile design for a set of features aimed at helping cord-cutters record Live TV on Hulu’s vMVPD service.
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2 min
I led design and research for a multi-year notification strategy which resulted in a design system for presenting information to viewers that respects their autonomy while fostering business growth.
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12 min
This project explores collaborative frameworks for participatory design developed through the co-creation of an internal ethics board and lab for design-led initiatives.
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1 min
Legal and logistical complexity defined this challenge centered of empowering viewers to watch in scenarios when a cheap or stable internet connection is unavailable.
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1 min
Recommendation engines require lots of data to provide better suggestions to viewers. We developed tools to help viewers generate better recommendations and hide specific content.
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8 min
Viewers on Hulu can add content sources to search, browse, and watch a wide variety of content in one interface. I wanted to make it painless to augment a plan through TVs and streaming boxes.
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5 min
My team provided UX recommendations to 30+ music brands. I designed and coded dynamic email templates for marketers, increasing our production workflow by 45% while improving accessibility for fans.
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10 min