Maya
Chen

Compass, a B2C investment app, was losing 68% of new users before they ever funded an account. The onboarding form had ballooned to 37 discrete screens — KYC, risk questionnaire, ID verification — each designed by a different team, with no shared logic or pacing.

Owned the full redesign: 8 weeks of discovery (contextual interviews, funnel analysis, competitor teardowns), 3 rounds of prototype testing with 60 participants, and final design specs handed off to 2 squads. Worked daily with compliance legal to preserve KYC integrity while collapsing the step count.

Relay's enterprise customers (logistics and fulfillment companies) were using the product's data but extracting it manually into spreadsheets to run their shift reports. The existing dashboard was built by engineers as an internal debugging tool — not for decision-making at speed under pressure.

Led a 3-week contextual inquiry with 12 operations managers across 4 enterprise accounts (on-site, warehouse floor visits included). Synthesized 18 hours of field recordings into a unified mental model. Designed a configurable widget-based dashboard with saved views and one-click shift-report export. Ran 4 usability tests per prototype iteration.

Meadow's CBT-based journaling app had strong Week 1 activation but catastrophic churn by Week 4. Exit survey data revealed a recurring theme: people came to the app in distress and found a checklist of exercises that felt performative, not supportive. The product design had optimized for habit-building, not for the messy reality of mental health moments.

Partnered with 2 clinical psychologists to map emotional states to product entry points. Introduced an "ambient check-in" model — a low-effort sensing layer that routes users to different experiences based on their current state (not their scheduled habit). Rebuilt the design system from scratch with WCAG 2.1 AA compliance and redesigned typography for readability under cognitive load.