Role

Senior UX Designer

UX Work

User Research | User Flows | Information Architecture | Sketches & Wireframes | Mockups | Prototypes | User Interface Design | Copy & Microcopy | Branding | Product Management

Technologies

Sketch | InVision | Zeplin | Jira | Trello | FullStory | Intercom | Survicate

About Overpass

Overpass is creating an all-in-one call center platform as the go-to software for small businesses and non-profits conducting outbound call campaigns. Overpass launched the Customer Engagement System in Fall of 2017, which allows users to create campaigns, upload lead lists, and make calls through the web.

The Overpass Talent Marketplace was launched shortly after, where contractors all over the world can create profiles and find remote call jobs. There are currently over a thousand remote contractors signed up for the Marketplace.

As the lead designer, I am in charge of the design for all Overpass products.

What I Do

I manage the design team. I organize assets, provide feedback and work collaboratively with the marketing and UI designers. For candidates for design positions at Overpass, I review resumes and portfolios and conduct interviews.

I have defined how all features work and how they look. I have designed new features from the ground up, and have suggested my own improvements, which have been implemented.

I assist with project management through creating, writing, updating and maintaining Jira tasks. I write detailed design, functional and product specifications, and I ensure that design assets are easily available for developers.

Achievements

I’ve led the initiative to create a new design system. Using new assets developed by UI designers, I have organized and developed them into a comprehensive guide and have initiated the development of a live, online design system that can be referenced by developers and designers.

I’ve improved productivity by adding a ‘design review’ step to our Jira workflow to ensure that all new features and improvements are meeting design specifications. Since adding this step, there has been a decrease in the number of UI issues, increasing our development speed and efficiency.

I introduced the use of Atlassian’s Confluence to better store, create and maintain internal documentation. I manage the Confluence space and have the responsibility of creating new documents and setting up spaces for developers to add their documentation. This has led to the practice of developers documenting their code and processes on a platform that is easily available to the entire team.

I set up bi-weekly meetings with the sales team to gather direct feedback from clients and users about the system. This enhanced communication across the company and gives the product team better insight into what issues need attention in a timely manner.

My Design Process

My process always starts with user research. I talk to current users and stakeholders to learn about their needs and expectations. I conduct research on competitor products. I work with executives to define product and design requirements, and then create user flows, sketches and wireframes. I create high-fidelity mockups in Sketch and turn those mockups into prototypes using InVision, Zeplin or Sketch Mirror. After discussing and brainstorming with other designers to make sure the designs meet user needs, business requirements and design consistency, I write functional specification documents, product documents and task descriptions to hand off to developers. I conduct design reviews before features become live, to ensure the designs were implemented correctly. I then follow up with users to find out how the new features work, and whether the features are satisfying and meeting their needs.

“I think it's awesome how you describe everything, to be honest your specs are one of the best I ever worked with.”
 - Front End Developer at Overpass