PORTFOLIO · 2017 — 2026
Building
bridges between
today & tomorrow.
ON THE WORK
Product Management is collaborative by nature. Outcomes are tied to other teams' performance — making the best measures of success interdependent metrics like conversion and NPS.
The same holds true when creating a portfolio. A lift in clicks is easy to quantify. The collaboration and effort behind the decision to redesign a page is more subtle. The work below tries to make both visible.
01 AGILE PROCESS MANAGEMENT
02 UX RESEARCH & APPLICATION TO DESIGN
03 STAKEHOLDER COLLABORATION
04 LEADERSHIP AND DECISION-MAKING
Case Studies
Selected Work
05 Projects
PLATFORM — 2019
Replatforming a legacy commerce stack onto Shopify
PROEBLEM
Tommy John home page
A legacy Ruby on Rails commerce stack carried years of quiet assumptions. The work wasn't rewriting code — it was rethinking the business logic running the company.
ACTION
Mapped architecture with engineering and re-evaluated flows with design.
Partnered with customer support to surface friction the old platform hid.
Aligned operations to keep packages shipping on time through cutover.
RESULT
Delivered a modern commerce foundation, untangled edge cases, and gave teams the clarity to make decisions with imperfect information.
Won Employee of the Quarter
0
DOWNTIME AT LAUNCH
Allswell product ratings question
CONVERSION — 2020
Reducing mattress returns with a fit rating
PROBLEM
The #1 reason for mattress returns was “too firm” or “too soft” — subjective by nature. Product descriptions couldn't be updated due to legal constraints.
ACTION
Partnered with customer support and physical product team to iterate on an out-of-the-box “fit” rating within product reviews.
User-generated content sidestepped the legal review path and built trust with our customers.
RESULT
Returns for mattress firmness dropped 30% within three months of launch.
-30%
RETURNS IN 90 DAYS
Allswell bedding
CONVERSION — 2022
Navigation optimization for a growing catalog
PROEBLEM
A legacy Ruby on Rails commerce stack carried years of quiet assumptions. The work wasn't rewriting code — it was rethinking the business logic running the company.
ACTION
Implemented search in the top navigation.
Analyzed queries and surfaced “Pillows” — an item already in catalog — as the #1 term.
Added Pillows to navigation under Bedding
RESULT
Pillows fell from 0.40% of searches to 0.18% within one week — discovery moved upstream of search.
0.18%
FROM 0.4%
IN ONE WEEK
OPERATIONS — 2017
Optimizing a design services program
PROBLEM
Custom graphic design orders were unscalable. 20% of orders tied up designers for half a day; Customer service agents couldn't reliably estimate work on first contact.
ACTION
Collapsed 7 design services into 3 buckets with umbrella pricing.
Built sales materials and trained Customer Service.
Cross-trained designers to create redundancy.
RESULT
Cost-per-service dropped 30% Y/Y and revenue rose as customer service closed sales on first touch.
-30%
COST PER-SERVICE YoY
“Suzanne exemplifies the true meaning of what a leader is! She is a great mentor to myself, as well as others, providing me with constructive feedback along with actionable items for my short term and future success. Suzanne communicates extremely well and always thinks outside of the box when in discussions. She's very passionate about the things she is involved with, and makes an impact that will show results! I will 100%, hands down, without a doubt recommend Suzanne for your project and/or position.”
– Daniel Maldonado, Lead Product Designer