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CASE STUDY 1: 
Designing the Account Health Experience

I led the design and launch of Amazon Business’s new Account Health experience — a proactive, signal-driven system that surfaces risks, drives customer action, and improves resolution outcomes. I partnered with Applied Science, Product, UX, and Engineering to design dashboards, chatbot workflows, CSA tooling, and customer-facing messaging, ultimately tripling engagement.

Overview

Role: Senior Program Manager (Single-Threaded Owner)
Skills: UX Strategy, Product Leadership, Workflow Design, Data-Informed Decision Making, Content Design, Cross-Functional Alignment
Type: Multi-quarter initiative
Impact Snapshot:

  • Tripled customer engagement with the new product

  • Designed customer-facing, internal, and AI chatbot UX flows

  • Standardized workflows across 10+ global teams

  • Led value proposition, messaging strategy, and customer content

The Challenge

Amazon Business customers often struggled to understand their account health risks, leading to delayed actions, unresolved issues, and unnecessary contacts. The system lacked a clear, proactive experience that helped customers understand what to do and why it mattered. Internally, different teams were interpreting signals differently, creating inconsistency. We needed a unified experience that was intuitive, cross-channel, and scalable.

My Approach

  • Defined the product’s customer value proposition and activation strategy

  • Mapped end-to-end workflows for dashboard → chatbot → CSA resolution

  • Designed mockups for the new dashboard and task flows

  • Partnered closely with Applied Science to translate signal predictions into UX logic

  • Led content design for all customer-facing alerts and messaging

  • Facilitated cross-functional alignment with 10+ teams, resolving conflicts and setting inspection mechanisms

  • Drove multi-threaded roadmap execution and weekly executive reviews

UX & Design Solutions

  • New Account Health Dashboard: Clear surfacing of risks, personalized actions, and simplified navigation

  • Chatbot Workflows: AI-driven flows informed by customer signals, improving speed to resolution

  • CSA Tools: Internal workflows aligned with the customer experience for consistency

  • Notification & Messaging System: Use case-specific alerts written with clarity, scalability, and urgency cues

  • Cross-Channel Synchronization: Ensures dashboard + chatbot + CSA actions always match

Results

  • 3× customer engagement increase

  • Clear, actionable UX that guided customers directly to resolution paths

  • Standardized processes across teams, reducing defects and manual interpretation

  • Improved alignment across Product, UX, Engineering, Science, Content, and Ops

What I Learned

Designing multi-surface experiences requires simplifying complexity, grounding decisions in customer behavior, and establishing shared ownership across functions. If I extended this system, I would introduce role-based views of customer health and early-warning UX patterns to further reduce customer impact.

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