Summary
Overview
Work History
Education
Skills
Timeline
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Laura Goessl

Laura Goessl

UX Design | Conversation Design
Los Angeles,United States

Summary

An adept practitioner in the realm of human-digital alchemy.


Passionate professional looking to continuously challenge and expand expertise, with a growing toolkit encompassing user research, information architecture, conversational flow design, interaction design, and natural language processing.


Creating user-centric experiences that are seamless, engaging, and empathetic across all platforms, harnessing the power of both voice bots and chatbots.


Overview

2
2
years of professional experience
3
3
Languages

Work History

Senior UX Designer

Optum
Los Angeles, CA
06.2022 - 12.2022
  • Integrated AI-driven conversational agents to ensure consistent quality of service, reduce operational costs, and conserve human resources for more strategic and creative roles, thereby enhancing overall organizational efficacy.
  • Conducted rigorous user research with healthcare professionals and patients and designed an intuitive voice-based interaction assistant that streamlined appointment scheduling, medication reminders, and facilitated accessible communication for patients with mobility impairments. This innovation led to a 30% increase in patient satisfaction and reduced administrative burdens for healthcare staff.
  • Developed and implemented the distinct and elusive chatbot 'personas' that align with brand identity, resulting in an enriched, human-like user experience and positive brand perception.
  • Orchestrated collaboration with a diverse array of team members, ranging from product managers, UI designers, content strategists, and developers, consistently acting as the advocate for the end-users, ensuring that the product not only meets business goals but also provides an exceptional user experience.
  • Engineered personalized conversational experiences through dynamic content and user profiling, bolstering customer engagement and brand loyalty metrics through the 'white-glove experience'.

AI Conversation Designer

Drift
Boston, MA
05.2021 - 06.2022
  • Onboarded and maintained 7-8 enterprise accounts at a time.
  • Produced measurable results to prove value to clients, such as increased pipeline revenue growth (2/3x).
  • Built chatbots from the ground up, focusing on brand awareness and a reusable plus extensive library of training questions and responses.
  • Executed data-driven optimization, employing A/B testing and user feedback to refine dialogue scripts, boosting user completion rates by 25%.
  • Established conversational design outlines by authoring and instituting company-wide conversational design best practices, fostering consistency and excellence in conversational experiences across products.

Education

Associate of Arts - Psychology

Cabrillo College
Santa Cruz
05.2001 -

Bachelor of Science - Chemistry

San Francisco State University
San Francisco, CA
05.2001 -

Skills

UX Design

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Timeline

Senior UX Designer

Optum
06.2022 - 12.2022

AI Conversation Designer

Drift
05.2021 - 06.2022

Associate of Arts - Psychology

Cabrillo College
05.2001 -

Bachelor of Science - Chemistry

San Francisco State University
05.2001 -

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Laura GoesslUX Design | Conversation Design