HOMEABOUT ME
Hi, I’m Liv. I believe we can make people’s lives easier through human-centered design, storytelling, and measurable results.
My biggest strength is my ability to “see the forest and the trees.”
I’ve led the transformation of essential customer experiences for one of the most prolific brands in the world, helped launched Walmart’s first AI support chat and still love those XS feature enhancements (they often make the biggest impact, don’t they?).
So, let’s get to know each other.
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Redesigning Walmart’s transactional comms
Rebuilt Walmart’s transactional communication ecosystem for clarity, consistency, and delight.
Results
- First launch led to significant increase in comms-initiated GMV and traffic
- Reduction in agent escalations for order status
- New design system for all transactional comms
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Enhancing cart for customer ease
Introduced a new method of conversion that makes it easier for customers to build baskets on existing orders.
Results
- Multi-million dollar increase in GMV annually
- 75% of users now using floating cart
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Simplified the support chat workflow for users with a GenAI engine.
Results
- Definition of Walmart AI to inform all future experiences
- Continued improvement to self-service rate
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Transformed an event into an experience on behalf of Airbnb for Work.
Results
- 2 million dollar RFPs for future work
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Framework to recreate and evolve bespoke event experiences
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Insights for future client development
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Reimagining the preorder experience
Exclusive partnerships and unique fulfillment can make the preorder experience engaging, flexible and fast.
To win the preorder space, lead with storytelling and deliver on exceptional fulfillment.
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Created a more intuitive Help Center experience so customers can resolve their issues quickly.
Results
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Launched a modern and scaled Help Center experience
- Improved navigation for users, making it easier to browse content and find answers
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Transformed the content strategy, go-to-market, and brand ethos for a startup based in Chicago.
Results
- Redefined content strategy and brand for SaaS startup
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Built scaled content strategy guide used across the organization
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