I looked after the service design function within a high-impact, cross-functional team, owning end-to-end responsibilities across product education and program development. That included strategy, content modeling, information architecture, UX, change management, and acting as the connective tissue across product, marketing, and customer success. I was also an internal advocate for user realities and research democratization, pushing the company to rethink what “help” and “learning” even mean in a product like Dropbox.
Meet Users Where They Think They Are : Most weren’t beginners, they were experts in their old version of Dropbox. We had to teach sideways, not from scratch.
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Is it Help or Education? : Research said users didn't distinguish, so we built experiences that didn’t force users to pick between “learning” and “doing.” By focusing on the job to be done the outcomes got better.
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Design for Self-Discovery : Good learning feels like a lightbulb, not a lecture. We made room for the delightful moments, too.
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Data-Informed, Human-Led : Analytics gives us the what. Research gives us the why. We design from both.
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Reuse, Don't Repeat : Our content model prioritized modularity. Write once, use everywhere... without diluting intent or context.
Scaled from 32,000 total visits to 1 million+ in under a year. The system worked because it was built around how people actually learn and wanted to learn, not how companies want to teach.
Modular, Reusable Content System
We built a headless, LMS-agnostic structure. Content became an asset, not a silo. Every touchpoint was a node in a larger learning network. (See image below)
User Research-Driven Strategy
Mapped emotional and cognitive journeys across long-time users, new teams, and admin personas. Reframed our entire instructional model based on how people felt at certain points and phases of their lifecycle, not just what they did.
Multichannel Experiments
Piloted and scaled experiences across formats: live webinars, interactive e-learning, integrated walkthroughs, and standalone tools. Each one was tailored to real user behavior, not just features.
Cross-Functional & Exec Buy-In
Partnered with stakeholders across product, customer experience, customer success, and marketing to build a unified vision for product education. We didn’t just execute, we changed minds.
Dropbox Learn, the platform we built to host courses, manage webinar registration, and surface tutorials and past recordings in one place.