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Loop Commerce

Loop Commerce

Hello, gifting commerce.

Loop Commerce is a Silicon Valley-based enterprise software company that is transforming gift-giving by digitizing merchandise and unlocking new gifting commerce capabilities through Gift Experience Management (GXM) for retailers, consumers, and enterprises. The company was acquired in 2081 by Synchrony (NYSE: SYF), a consumer financial services company and is the largest private label credit card provider in the US.

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Purpose

Establish a product design function that has a dedicated role, responsibility, and resources.
Increase company-wide UX maturity to accelerate user-centered product development quality, efficiency, and impact.

Scope of work

Reporting to our VP, Head of Product and Design, I play an essential role in shaping the mandate and impact of the product and design functions. I was hired as the first UX and product designer. Together with my VP, I was at the forefront of developing and executing our goal to infuse user-centered design and research across product development and innovation. I’m directly responsible for managing and delivering on UX design and research, while directly supporting our UI and visual design teams. Our group supports all product lines and is project-based with specialty areas. I lead our enterprise-wide UX research program, including UserZoom. I play a key role in our team as a primary facilitator for the unified product design group, comprised of 6 designers ranging from UX, UI to visual design.

Accomplishments

Product design leadership

  1. Increased UX maturity from Stage 2 —> 4, out of 5 in 10 months

  2. Secured dedicated resources and budget for product design

  3. Drove a major investment in UserZoom, an enterprise user research platform

  4. Unified silo’ed design teams into a unified product design group comprised of 6 designers

Research

  1. Drove a 900% increase in avg monthly research output.

  2. Established UX and product design activities at the company OKR level.

  3. Trained 10 team members on UX research fundamentals.

  4. Personally executed 65% of user research studies, generative and evaluative.

  5. De-risked product design and development by embedding research and testing prior to touching code

Design

  1. Launched the company’s first design system — unifying company-wide product design processes and governance

  2. Infused design system project planning into business initiatives to enhance the scalability of the business

  3. Built productive relationships with engineering counterparts, tightening design-engineer collaboration and handoffs

  4. Redesigned our first major revamp of our gift card checkout solution, integrating multi-item checkout capability

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