Leading design for post-transaction systems across returns with AI-driven experiences
The Ask
Lead design for the global Protections & Post-Transaction space, spanning returns, disputes, cancellations, SNAD, and INR.
Drive clarity across complex, high-volume systems while aligning cross-functional teams and identifying partnership opportunities to strengthen buyer–seller trust at scale.
The Solution
Led product design across end-to-end post-transaction experiences, including an AI-native return resolution platform (LLM + computer vision) that improves classification, evidence quality, and decision-making.
Key projects include enabling earlier refunds through risk-aware decisioning and clearer system feedback—improving speed without increasing risk.
Designed AI-assisted flows across intent capture, troubleshooting, evidence validation, and classification, and developed the interaction model translating model confidence into clear UI behaviors.
Led design sprints and research synthesis to define trust and transparency principles, partnering closely with cross-functional teams across product, engineering, data, policy, and research to deliver solutions that improve experiences for both buyers and sellers and strengthen trust at scale.
The Delivery
Experience Strategy (Post-Transaction & Protections)
End-to-End Returns, Disputes, SNAD & INR Flows
AI-Driven Interaction Design (LLM + Computer Vision)
Faster Provisional Refunds (Risk-Aware UX)
AI Flow Design (Intent, Evidence, Classification)
Design Systems & UI Patterns
Cross-functional & Partner Collaboration
Prototyping & Iteration
User Research & Synthesis
Leading design for post-transaction systems across returns with AI-driven experiences
The Ask
Lead design for the global Protections & Post-Transaction space, spanning returns, disputes, cancellations, SNAD, and INR.
Drive clarity across complex, high-volume systems while aligning cross-functional teams and identifying partnership opportunities to strengthen buyer–seller trust at scale.
The Solution
Led product design across end-to-end post-transaction experiences, including an AI-native return resolution platform (LLM + computer vision) that improves classification, evidence quality, and decision-making.
Key projects include enabling earlier refunds through risk-aware decisioning and clearer system feedback—improving speed without increasing risk.
Designed AI-assisted flows across intent capture, troubleshooting, evidence validation, and classification, and developed the interaction model translating model confidence into clear UI behaviors.
Led design sprints and research synthesis to define trust and transparency principles, partnering closely with cross-functional teams across product, engineering, data, policy, and research to deliver solutions that improve experiences for both buyers and sellers and strengthen trust at scale.
The Delivery
Experience Strategy (Post-Transaction & Protections)
End-to-End Returns, Disputes, SNAD & INR Flows
AI-Driven Interaction Design (LLM + Computer Vision)
Faster Provisional Refunds (Risk-Aware UX)
AI Flow Design (Intent, Evidence, Classification)
Design Systems & UI Patterns
Cross-functional & Partner Collaboration
Prototyping & Iteration
User Research & Synthesis
Leading design for post-transaction systems across returns with AI-driven experiences
The Ask
Lead design for the global Protections & Post-Transaction space, spanning returns, disputes, cancellations, SNAD, and INR.
Drive clarity across complex, high-volume systems while aligning cross-functional teams and identifying partnership opportunities to strengthen buyer–seller trust at scale.
The Solution
Led product design across end-to-end post-transaction experiences, including an AI-native return resolution platform (LLM + computer vision) that improves classification, evidence quality, and decision-making.
Key projects include enabling earlier refunds through risk-aware decisioning and clearer system feedback—improving speed without increasing risk.
Designed AI-assisted flows across intent capture, troubleshooting, evidence validation, and classification, and developed the interaction model translating model confidence into clear UI behaviors.
Led design sprints and research synthesis to define trust and transparency principles, partnering closely with cross-functional teams across product, engineering, data, policy, and research to deliver solutions that improve experiences for both buyers and sellers and strengthen trust at scale.
The Delivery
Experience Strategy (Post-Transaction & Protections)
End-to-End Returns, Disputes, SNAD & INR Flows
AI-Driven Interaction Design (LLM + Computer Vision)
Faster Provisional Refunds (Risk-Aware UX)
AI Flow Design (Intent, Evidence, Classification)
Design Systems & UI Patterns
Cross-functional & Partner Collaboration
Prototyping & Iteration
User Research & Synthesis