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Shannon Brown

Resume

An experienced product design leader delivering thoughtful design strategy that drives innovative solutions.

Experience

TrueAccord

Director of User Experience

2016 – Present
San Francisco, CA

  • Created, built, and grew the Product Design, UX Research, and Content Strategy functions
  • Helped grow the platform from 10k active accounts to 6.44MM
  • Led Product Design for the launch of 3 new products – TrueAccord Engage, TrueAccord Retain, and TrueLending
  • Oversaw the creation of TrueAccord’s Design System, allowing the design and front-end teams to quickly scale the product and creating a consistent and cohesive experience for consumers
  • Led client discovery for expansion into new verticals
  • Partnered with the Data and Analytics teams tocreate quarterly experimentation plans to consistently improve product performance
  • Redesigned the payment plan creation experience resulting in a 39% increase in liquidation

 

DocuSign

User Experience Lead, Global Support

2014 – 2016
San Francisco, CA

  • Led the design of the Global Support Site, including a case management system that integrated with DocuSign Customer Support’s Salesforce backend.
  • Increased the self-service customer support deflection rates from 13% to 36%
  • Led the redesign of the DocuSign Community website to focus on peer-to-peer participation, increasing topics generated by an average of 31% monthly
  • Spearheaded onboarding, tutorial, and in-product help programs to better support customers in-context information needs
  • Worked closely with DocuSign’s Customer Support team to build a process for integrating customer support feedback into the product roadmap
  • Evangelized DocuSign Product Design processes internally and externally

 

Zumobi

Director of User Experience

2007 – 2014
Seattle, WA

  • Built and managed an award-winning cross-disciplinary team responsible for the user experience of over 70 mobile, tablet, and television apps shipped to the App Store and Google Play
  • Oversaw the end-to-end product strategy and design for 8 Apps in the Top 10 and 6 Apps in the Top 5 of their categories on the App Store
  • Identified and drove implementation of new user-centered product development process from ideation through formal usability testing
  • Defined and drove implementation of a system of after-market review of metrics and user comments to drive informed product design decisions

 

Zumobi

Senior User Experience Designer

July 2007 – December 2009
Seattle, WA

  • Developed user research process including usability studies, focus groups, and cognitive walkthroughs, and translated findings into user-centered design decisions
  • Developed scenarios, information flows, navigation systems, and wireframes
  • Produced interaction specifications and visual designs for a variety of apps from major media brands such as NBC News, The Week, Dwell, Motor Trend, and Popular Science

 

For more experience, visit me on LinkedIn.

 

 

Education

University of Washington

M.S. Human Centered Design & Engineering

Seattle, WA

  • Capstone Project: Teaching the Next Generation of Entrepreneurs focused on gaining insights about how nascent entrepreneurs prefer to consume educational information

 

University of Washington

B.A. Communications

Seattle, WA

  • Emphasis in New Media Technologies
  • Honors Thesis: Social Behavior in MOO Communities
  • Minor in History

Building, growing, and leading product design teams that create great customer experiences by understanding the complex relationship between design, business, and technology.

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