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Hi! I’m Charlene, a product designer based in Seattle.

With over 5 years of experience, I specialize in simplifying complex systems for both internal users and end consumers. Currently, I’m at Microsoft, supporting small businesses in discovering and purchasing products. Previously, I led product discovery efforts at Nordstrom across consumer-facing platforms and internal tools, and at Accenture Song, where I redesigned internal systems for immigration officers.

🛒 Campaign Experience

As part of the product discovery team, I led a redesign initiative aimed at providing a seamless experience for shopping and purchasing relevant products, from marketing campaign emails through Nordstrom's site. This resulted in an overall increase of purchases from customers across platforms.

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👕 Personalized Saved Sizes Experience

Launched the introduction of the 'saved sizes' feature to reduce customer frustration with products that weren't available in their sizes. By allowing customers to filter by saved sizes early in their shopping journey, we increased engagement and reduced annual returns by $474M.

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📋 Nordstrom Purchase Orders Management Tool

As the sole designer, I revamped an internal tool, enabling over 3,500 Nordstrom employees to create centralized purchase orders from vendors. This streamlined the product selection and ordering management processes, empowering employees to make accurate business decisions and resulting in increased overall operational efficiency.

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🪪 USCIS Redesign

Developed an end-to-end platform for over 20,000 immigration officers, providing comprehensive information on immigrant applicants and streamlining fragmented processes. By establishing high-level design principles, core features, and reorganizing data sharing, we helped immigration officers make accurate decisions to grant proper benefits for applicants.

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