Becoming B2C first and elevating B2B
As Head of Design & Research, I repositioned the design function as a catalyst for product innovation and customer success across B2C, enterprise, and government lines. My leadership spanned vision, strategy, and execution. As interim Head of Product Management & Design, I led roadmapping for 3 quarters and aligned the vision, priorities and customer asks into successful launches.
Challenges
Udacity was evolving from a primarily B2C company into a B2B and government-focused provider. This shift required us to simultaneously build a brand-new B2B enterprise product while modernizing and improving the core B2C experience. Balancing these competing priorities demanded a clear design strategy, tight cross-functional alignment, and rapid execution. We also had to close significant gaps in user research, accessibility, and design maturity across both lines of business.
Solution
I developed a design strategy that addressed both B2C modernization and B2B product innovation. For B2C, we introduced gamification and launched an AI-powered classroom assistant, driving a +19% increase in weekly active users and a +14% boost in retention. Concurrently, I led the end-to-end design and beta launch of the new Enterprise platform, increasing customer engagement by 60%, increased product add-on sales, and reduced support costs by 30%.