DSF user education
Context
Lead Product Designer · 2023–2025
Services: Design strategy · Research & testing · UX/UI design · Workshop facilitation · Stakeholder communication
- Partnered with the central Accessibility team on a research study focused on onboarding for users with cognitive differences and users of assistive technology
- Led a multi-phase approach — from discovery and strategic alignment through ideation, design, and execution — across four quarters
- Surfaced critical gaps through a content audit: nearly 40% of educational content was outdated, and most critical user tasks lacked clear documentation
- Communicated strategy, research findings, and design proposals to stakeholders and leadership throughout
My contributions
Research & strategy
Drove the overall user education strategy — defining goals, target audiences, and KPIs — and partnered with UX research to ground every decision in real user needs.
Content & systems
Performed a comprehensive content audit and gap analysis across channels, then established standards and best practices to bring consistency and quality to educational materials.
Workshop facilitation
Organized and led cross-functional workshops using persona reviews, journey mapping, and "How Might We" exercises to align stakeholders and surface key learning themes.
Design & playbook
Created wireframes, mockups, and prototypes for onboarding flows and in-app contextual guidance; developed a User Education playbook as a scalable cross-team resource.
Summary of work
This work stream was a comprehensive effort to redefine and enhance the user education strategy for DSF. Recognizing the critical role of effective user onboarding and continuous learning in driving user adoption, satisfaction, and proficiency, this initiative aimed to create a more cohesive, engaging, and impactful educational experience. The project spanned strategic planning, research, collaborative workshops, content auditing, and the design of new educational resources and frameworks.
Internal tools — NDA protected
The full case studies are available on request.
Because this work was on internal Google tools, I can't post screenshots publicly. The linked doc walks through the full problem space, process, and outcomes for all three DSF projects.