Elevating Payments, Platform Cohesion, & Quality
As a strategic product designer for Upwork’s Payments business unit, I led initiatives across critical flows—transactions, unified checkout, accounting infrastructure, and marketplace quality—that powered the company’s core monetization engine. My role extended beyond UI/UX into shaping product and platform strategy through deep cross-functional collaboration. From remapping accounting systems and launching a cash advance partnership program to driving platform cohesion and scaling high-quality talent, I focused on delivering both meaningful user experiences and measurable business results.
In addition to my core product work, I played a role across the design org—supporting peers through design critiques, cross-functional rituals, and platform-wide initiatives. My focus was always on aligning great design with great outcomes.
Designing Impact: Experience-Driven Results
Reduced Costs and Support Load
Led a complete overhaul of the transaction history and payment system—simplifying a notoriously confusing experience that had not been updated in 7 years, and reducing customer service inquiries by an estimated 75%. This not only saved costs but improved user trust and platform perception.
Led a complete overhaul of the transaction history and payment system—simplifying a notoriously confusing experience that had not been updated in 7 years, and reducing customer service inquiries by an estimated 75%. This not only saved costs but improved user trust and platform perception.
Improved Funds Transparency and Support Reduction
Redesigned the end-to-end funds tracking experience—from earnings to availability to withdraw—giving users more clarity and confidence in where their money is and when they’ll receive it. This increased transparency is estimated to reduce "Where is my money?" support inquiries by over 50%.
Redesigned the end-to-end funds tracking experience—from earnings to availability to withdraw—giving users more clarity and confidence in where their money is and when they’ll receive it. This increased transparency is estimated to reduce "Where is my money?" support inquiries by over 50%.
Accelerated Revenue Growth through Talent Innovation
Designed and launched a new submission process for the Expert-Vetted Talent program, unlocking ~$500K in new revenue within two weeks (annualized to ~$13M). The initiative also more than doubled the number of high-quality freelancers on the platform—strengthening the client experience and platform quality overall.
Designed and launched a new submission process for the Expert-Vetted Talent program, unlocking ~$500K in new revenue within two weeks (annualized to ~$13M). The initiative also more than doubled the number of high-quality freelancers on the platform—strengthening the client experience and platform quality overall.
Fostered Platform Unity and Marketplace Quality
Actively collaborated across business units to align priorities and elevate design's role in product strategy. Helped drive broader marketplace initiatives and raised the bar for platform consistency through cross-team rituals and shared frameworks.
Actively collaborated across business units to align priorities and elevate design's role in product strategy. Helped drive broader marketplace initiatives and raised the bar for platform consistency through cross-team rituals and shared frameworks.
Implemented Strategic Design Education & Collaboration
Drove the Design as a Strategic Partner initiative, redefining design from executional support to a driver of business strategy. Created the “Strategic Designer Playbook,” advanced training in business acumen, analytics, and financial literacy, and strengthened leadership in feedback and collaboration—elevating design as a true partner to product, engineering, and business teams.
Drove the Design as a Strategic Partner initiative, redefining design from executional support to a driver of business strategy. Created the “Strategic Designer Playbook,” advanced training in business acumen, analytics, and financial literacy, and strengthened leadership in feedback and collaboration—elevating design as a true partner to product, engineering, and business teams.
Launched Embedded Financing to Support Freelancers
Led the design and rollout of a vendor-integrated cash advance loan program, giving freelancers fast access to funds when they needed them most. Within weeks, the program serviced hundreds of thousands of dollars in advances, offering a new financial lifeline to independent workers on the platform.
Led the design and rollout of a vendor-integrated cash advance loan program, giving freelancers fast access to funds when they needed them most. Within weeks, the program serviced hundreds of thousands of dollars in advances, offering a new financial lifeline to independent workers on the platform.
Case Studies
2. Where is my money?
3. Expert-vetted talent
4. Design strategy
Industries
Marketplace, Talent Marketplace, Lending/Borrowing, Financial, Payments, AI
Marketplace, Talent Marketplace, Lending/Borrowing, Financial, Payments, AI
Roles & Services
Design Leadership, User Experience (UX), User Interface (UI), User Research, Functional Design, Roadmapping, Information Architecture, User Testing, Interviews, Stakeholder Alignment, Design Systems
Design Leadership, User Experience (UX), User Interface (UI), User Research, Functional Design, Roadmapping, Information Architecture, User Testing, Interviews, Stakeholder Alignment, Design Systems
