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
Conversation Design
Iterative Development
Writing and Editing
Linguistics Background
Critical Thinking
Team Building
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 -