Transforming complex products into scalable growth.
I’m Theresa, a staff product designer who helps growing teams turn complex, disconnected product experiences into clear, cohesive ones. Working holistically across strategy, UX, systems, brand, and marketing, I connect the dots from customer insight to scalable execution.
“She is a strong collaborator who communicates visual ideas clearly to engineers, executives, and everyone in between, and she brings a level of care and empathy to her work that shows up in both the product and the team around her. Her attention to detail made everything she touched easier to build and better for the end user”
Trey, Director of Product
“The way she approached design problems was always on point, and she always had something new or interesting to share. She is very knowledgeable in terms of research, testing, and general UX/UI design, and is very willing to share it with the team.”
Jose, Senior UX/UI Designer
“Theresa made such a huge impact during the time we worked together. She was incredibly hard working, highly organized, and an active communicator, and the design artifacts she created made the transition from design to engineering easy.”
Tim, Senior Engineering Manager
“She brought a thoroughness to every project that we all came to rely on. Whether she was working on a small feature or an entire app re-platform, she collaborated so well with engineering and knew how to keep the complexity at bay.”
Tommy, Product Manager
“Theresa possesses all of the skills a product leader needs from a user experience expert and much more. Her ability to create deeply thoughtful design work and communicate its value was unmatched to many other designers I've worked with.”
Rob, Product Manager
“Theresa is a creative force: richly talented, collaborative, ambitious, and hard-working. She has an uncanny ability to combine customer interviews, market research, and design trends to distill user intent and design purpose.”
J.R, UX Director
“Theresa worked on a crucial project and was extremely competent, organized, creative, and most pleasant to work with. I would highly recommend her to any organization in search of her skill sets, and I would hire her again without question.”
Boyce, Freelance Client
“Theresa was not only an amazing multi-disciplined strategic designer, but also a collaborative team player who leads by example. She is reliable, confident, professional, a good presenter, and knows when and how to assert herself.”
Allison, Director of Design
About
I’m a hands-on product design leader who helps startups and growing companies turn complex products into clear, cohesive customer experiences. I work closely with customers and internal teams to uncover gaps, strengthen product and design foundations, and build systems that support growth. My work experience spans product strategy, UX, product design, design systems, brand, and marketing for B2B and B2B2C SaaS. I enjoy the challenge of working through ambiguous spaces and turning insights into shipped solutions.
Lately, I’ve been exploring what’s next and how AI can strengthen my practice. I’ve been experimenting with connected workflows across Figma, MCP, Claude Code, and Cursor, while making space for creative side quests. If your team needs someone who can connect product strategy, UX, systems, and brand, let’s connect.
Overview
Designed a self-serve autoresponse tool for managing unexpected SMS replies at Attentive, informed by customer interviews and competitive research.
Solution
Autoresponse setup and management place
Previously autoresponses were configured on the backend, which means clients were unable to create, modify, or manage keyword set up. In this solution, users are able to set up and manage keywords from the main navigation.
The creation of autoresponses is heavily geared towards being able to create things like FAQs. In interviews, most clients already had a good sense of what these were for their businesses. Having paths set up to handle these repetitive inquiries would provide immediate resolve for customers and prevent requests from having to be handled by a support agent.
As a marketer, I want to be able to set up an automatic reply when someone texts in a keyword and have it account for similar words
Having fuzzy match enabled will automatically include similar variants of the word, with the ability to remove or add additional ones.
As a marketer, I want to be able to have the flexibility to set up an automatic reply when I’m in Journeys...
Autoresponse creation from Journeys
In conversations with users, it was clear that not all scenarios of creating a Keyword would be as linear and planned out. There was a desire to be able to create an autoresponse while in the context of Journeys, without having to actually leave Journeys. Journey is a feature within the Attentive platform that allows users to map the path they want subscribers to take on a visual canvas, think of it as a visual form of IFTTT.
Leveraging the existing Create configuration we have in Autoresponses, we took the same interface and placed it in a modular sidecar. The sidecar is called on in Journeys when a user selects the option to set up an FAQ.
Connected experiences
When a user returns to the Autoresponses page, they see a log of all autoresponses that have been set up. Clicking on the row item will bring them to the keyword’s individual page. There, they’ll be able to see some high-level metrics as well as links to where the keyword is being utilized via “Connected experiences”.
Users had expressed a desire to be able to create Keyword generated replies while in the context of creating a Journey, but they also wanted to be able to know and track what keywords were being used.
In the current experience, the only way they were able to access Keywords that were made in the context of a Journey was to open the actual workflow for that Journey. With connected experiences, a user is able to access a central place for all their keywords and then link directly to where it is being utilized.
Path from viewing a Keyword detail page to viewing a connected experience, example above is from a connected Journey.
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Objective
Explore how automation can reduce the volume of messages reaching client support teams by enabling clients to self-manage keyword configurations. Design a client-facing experience for Attentive Client Strategy Managers and digital marketers to create, edit, organize, and monitor keywords independently, with clear guardrails, validation, and visibility into how changes affect customer messaging and support workflows.
Managing unexpected replies effectively can:
Help clients filter inbound messages with smart responses
Boost brand loyalty and drive future revenue
Create a better user experience by not leaving subscribers hanging
Loop in human agents when automation fails
Reduce the burden off of client CX teams by handling repetitive requests
Pain Points
Limited customization and access
Autoresponse is one size fits all and is not flexible enough to answer questions in an efficient manner
No reporting around what unsolicited messages are coming in and at what frequency
Clients are left in the dark as to how to improve
No filtering, sorting, or alert capability to help clients separate what responses need intervention versus the ones that are just noise
Research
Competitive analysis across 30+ SMS, email, and CRM tools, paired with internal social listening across support and sales conversations, surfaced how automation and keyword-based tools were typically named, located, and used, informing both the terminology and structure of the solution.
Interviews
7 CSMs and 6 clients
Rather than lead with visuals or a pre-conceived solution, I walked clients through hypothetical scenarios and asked them to react, for example, when a customer replies with an order inquiry instead of a valid keyword. All clients expected some form of CX escalation, either by issuing a ticket or routing the customer to an order page.
Insights
Automation is a partner
Clients believe there’s value in having both automation & human agents with each addressing different needs. Small teams saw autoresponse as a way to help them sort through the noise, while larger teams saw it as a way to free up CX resources.
Meet clients where they are
Those utilizing CX platforms like Zendesk or Gorgias prefer to have the automation run through their own setup to avoid having to log into the Attentive platform.
Authenticity matters
There were concerns that autoresponses could come across as too automated or unnatural. Clients would like to have control over brand voice and tone, many even mentioned that their customers believe there is an actual person texting replies.
Common reply types
Responses that come in typically fall into one of 3 categories: mistakes or accidental inputs, order information, and on rarer occasions, product details.
Location
When asked where one would access auto-replies, people often cited several places instead of one. Tied at the top were: Autoresponse on its own tab, or from Journeys. Other locations included the Conversations tab, Campaigns, and Segments.
Use cases
FAQs, promotions, quizzes and other forms of data collection were some of the common applications that people thought autoresponse could be useful for.
Takeaways
Based on these insights, the following conclusions were made:
Keywords can either be created ad hoc or more intentionally based on the use case
Keywords should have some form of fuzzy matching vs. exact match
Should be accessible in the UI in order to track what keywords there are and where they’re being used
Being able to apply rulesets to keywords would be beneficial
Overview
Fullstory is a digital intelligence platform that captures all user interactions on your site. Like magic, you're able to search and observe user behaviors, but what do you do with all those observations? How do you distill and share what you see without going down a rabbit hole of replays? Through interviews, we discovered our customers would watch upwards of 300+ sessions in order to analyze behaviors. They’d have multiple Fullstory tabs up in order to compare data and would create makeshift dashboards from an amalgam of screenshots, data visuals, and text. It was clear to us that customers were searching for a way to visualize and share observations.
Solution
Dashboards launched for all Fullstory customers in July of 2020. With Dashboards, customers now had the canvas and the tools they needed to create, monitor, and share metrics with others. I led the design for Dashboards in 2020, collaborating with teams to launch a completely new product offering and move Fullstory into the digital analytics space in just under 6 months.
Dashboards Launched Beta
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Overview
Direct mail is one of the oldest forms of marketing, but research has shown that it’s 10% more effective in bringing in new customers when compared to email. When partnered with other marketing channels, direct mail has proven to be a powerful way to attract new customers or engage lapsed ones.
In the early half of 2017, our team worked in partnership with Mailchimp and RR Donnelly to design, test, and develop a functional prototype that would enable the creation, production, and distribution of postcards. This work was developed mobile-first and went on to inform Mailchimp’s release of Postcards in the fall of 2018.
Print Samples
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Overview
Mailchimp is on a mission to make life easier for small business owners by bringing all the tools and inspiration they need to grow their business under one umbrella. In the winter of 2016, our team began work on a series of features that would later become Mailchimp’s All-in-one Marketing Platform. Landing pages was the first of several tools launched on that platform, enabling customers to quickly build landing pages in the same place they managed their lists and email campaigns.
Solution
We explored three concepts for landing page creation and configuration. The one we moved forward with led with intent: rather than browsing an open template library, customers chose what they wanted to do first, Sell Something, Educate, or Make an Announcement, and were served the most relevant templates for that goal.
From there, customers landed in a design editor built around lightweight, guided customization. Hovering any section surfaced options to edit, swap, or replace it with a different pre-composed layout, and a drag-and-drop element library, text, images, buttons, video, and more, let more advanced users extend the page further.
Template Exploration
Apart from exploring how landing pages would be accessed and customized in Mailchimp, there was also the “what” aspect of the equation: what kinds of templates would customers access, and with what pieces? Below were the initial templates I drafted based on the three intents identified for landing page creation: Education, Selling a Product, and Lead Generation, later replaced with Event promotion.
Applying the Wires to an Actual Business
I wanted to test the flexibility of this block system using a real-life business, a screenprinting design shop called Xenotees.
Sell a Product Showcase or promote goods or services.
Educate Tell folks about a product or service.
Event Templates Promote an event or send a follow-up message.
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The full case study write-up for this project is coming soon.
