case studies
from startups
︎to Fortune 500s
Cisco, Emerging Tech Group and The Cisco Innovation Labs
AI/AR -powered troubleshooting app for automotive
2020-2024
Los Angeles, San Jose
Senior UX Product Manager
Los Angeles, San Jose
Senior UX Product Manager
Summary_
// Transforming the state of remote work and troubleshooting through an AI/AR powered app developed for a major U.S. automaker.
Problem_
// The automotive sales and post-sales environment is increasingly remote, as is a public that demands fast, personalized troubleshooting at the tap of a button. Gone are the days when customers will travel miles to wait in a dealership service center just to check out what that dashboard warning light means.
Driving_ Product > Design > UX
// UX Product Manager; led market discovery and UX design framework, including user research, user shadowing, interviews, market validation, user interviews, and product roadmapping.
Armed with a pink box of donuts, I gained access to mechanics, OEM automotive strategists, EV/AV engineers and captured product-driving insights. These findings reported out info in electric vehicle vs internal combustion troubleshooting; mobility; pay structure, HMD resistance, device management, etc. I used this data to prioritize feature vision and the ultimate delivery of a dynamic application for guiding the car-owner, a journey beginning with ML/natural language enabled-diagnosis all the way to AR-enhanced video-calling for an advanced CX.
The Win_
// Our team in the Emerging Tech Group was the first to actively build and work in partnership with an enterprise customer on a net-new product. We successfully graduated the solution to the collaboration business unit for product launch development, and acted as a pivotal contributor to a multi-million dollar Sales pipeline.
// Transforming the state of remote work and troubleshooting through an AI/AR powered app developed for a major U.S. automaker.
Problem_
// The automotive sales and post-sales environment is increasingly remote, as is a public that demands fast, personalized troubleshooting at the tap of a button. Gone are the days when customers will travel miles to wait in a dealership service center just to check out what that dashboard warning light means.
Driving_ Product > Design > UX
// UX Product Manager; led market discovery and UX design framework, including user research, user shadowing, interviews, market validation, user interviews, and product roadmapping.
Armed with a pink box of donuts, I gained access to mechanics, OEM automotive strategists, EV/AV engineers and captured product-driving insights. These findings reported out info in electric vehicle vs internal combustion troubleshooting; mobility; pay structure, HMD resistance, device management, etc. I used this data to prioritize feature vision and the ultimate delivery of a dynamic application for guiding the car-owner, a journey beginning with ML/natural language enabled-diagnosis all the way to AR-enhanced video-calling for an advanced CX.
The Win_
// Our team in the Emerging Tech Group was the first to actively build and work in partnership with an enterprise customer on a net-new product. We successfully graduated the solution to the collaboration business unit for product launch development, and acted as a pivotal contributor to a multi-million dollar Sales pipeline.
My Process Images 👉
Click image to expand
Original UI Design
UX / User Research, Testing Lead
GTM Video Production
Product Management and Market Discovery
Click image to expand
Original UI Design
UX / User Research, Testing Lead
GTM Video Production
Product Management and Market Discovery
The Bruce Lee Estate, Licensing and Archives
ML-enhanced licensing management platform
2016-2020
Los Angeles
Senior UX Product Manager
Los Angeles
Senior UX Product Manager
Summary_
// A platform for maximizing the material functionality powering a global icon’s licensing business.
Problem_
// With over 14,000 individual digital asset (and growing) in the Bruce Lee Estate’s archive, triple that for physical materials, and a personal history often populated with misinformation, we needed a next-gen platform for the estate’s licensing business. We currently had no automated way to track and target licensees and their use of such a wide swathe of assets.
Driving_ Product Management > UI Design > UX
// UX Product Manager; Led original product vision, partnership with licensing, legal, and e-commerce; formed and managed the UX framework, including strategic influencer-testing, product roadmapping, and development.
Feature Development_
// The platform needed to be simple, intuitive, and provide guidance on the provenance of Lee’s story running throughout the assets. It had to be visual-first on the front-end, and data-capturing on the back-end in order to power our licensing partners to move quickly and creatively.
Documents, images, personal diaries, 3-D objects, and clothing - this is just some of the diversity of materials available to creative licensees like HBO, ESPN, the Acadamy of Motion Pictures Museum, the Hong Kong Heritage Museum, etc. But what to make of it? How to track it? How to license it? How to target licensees and improve their experience through these vast archives?
With portal features like “Stories” we were able to weave together narratives and ‘suggest’ additional pieces of materials for licensing, as well as guide users through content they could trust were verified by the Estate ahead of time. We created ‘hot spots’ within digital assets to reveal story lines and recommend such ‘add ons’. We also created a template for ready-to-ship Social stories and pre-written content that licensees used when marketing their official estate product launches.
The Win_
// The Estate’s licensing platform provided a creative resource for licensees to produce products netting $1Ms annual and increase licensee retension by 20%. Exhibitions around the world, as well as productions in HBO and ESPN, and the Bruce Lee Foundation gained access to trusted, high-quality materials and allowed us to use powerful ML-led recommendations to increase our revenue and retension as a result.
// A platform for maximizing the material functionality powering a global icon’s licensing business.
Problem_
// With over 14,000 individual digital asset (and growing) in the Bruce Lee Estate’s archive, triple that for physical materials, and a personal history often populated with misinformation, we needed a next-gen platform for the estate’s licensing business. We currently had no automated way to track and target licensees and their use of such a wide swathe of assets.
Driving_ Product Management > UI Design > UX
// UX Product Manager; Led original product vision, partnership with licensing, legal, and e-commerce; formed and managed the UX framework, including strategic influencer-testing, product roadmapping, and development.
Feature Development_
// The platform needed to be simple, intuitive, and provide guidance on the provenance of Lee’s story running throughout the assets. It had to be visual-first on the front-end, and data-capturing on the back-end in order to power our licensing partners to move quickly and creatively.
Documents, images, personal diaries, 3-D objects, and clothing - this is just some of the diversity of materials available to creative licensees like HBO, ESPN, the Acadamy of Motion Pictures Museum, the Hong Kong Heritage Museum, etc. But what to make of it? How to track it? How to license it? How to target licensees and improve their experience through these vast archives?
With portal features like “Stories” we were able to weave together narratives and ‘suggest’ additional pieces of materials for licensing, as well as guide users through content they could trust were verified by the Estate ahead of time. We created ‘hot spots’ within digital assets to reveal story lines and recommend such ‘add ons’. We also created a template for ready-to-ship Social stories and pre-written content that licensees used when marketing their official estate product launches.
The Win_
// The Estate’s licensing platform provided a creative resource for licensees to produce products netting $1Ms annual and increase licensee retension by 20%. Exhibitions around the world, as well as productions in HBO and ESPN, and the Bruce Lee Foundation gained access to trusted, high-quality materials and allowed us to use powerful ML-led recommendations to increase our revenue and retension as a result.
My Process Images 👉
Click image to expand
Original UI Design
Original Product Concept 0-1
UX / User Research, Testing Lead
Product Management and Insights
Click image to expand
Original UI Design
Original Product Concept 0-1
UX / User Research, Testing Lead
Product Management and Insights
Vinofy, Core Product
A social app for wine lovers
2019-2020
Los Angeles
Senior UX Product Manager
Summary_
// A social app for wine lovers with e-commerce integrations and event planning tools.
Problem_
// In a world saturated with great social media platforms any app claiming to power community needed to be technically innovative. Being another ‘Yelp for wine’ wasn’t an option. We needed to be able to provide a platform for not only wine drinkers (demand) but wine makers and sellers (supply). We also knew these communites were fairly niche in the physical world, and we wanted to bring them together and provide value to users by connecting to events and tastings. In sum, we want to go beyond #wine.
Driving_ Product Management > UI Design > UX
// UX Product Manager; Original product feature ideation; component and logo identity design; formed and managed the UX framework, including strategic influencer-testing, product roadmapping, and development.
Feature Development_
// My Product work centered around putting together the development roadmap and testing for ML/AI wine review writing and geo-location event predictions based on a customer’s taste profile through various clustering and segmentation techniques.
My Design work was primarily situated around getting a very early start-up an identity that made sense for a rapidly developing UI as we launched an MVP for first-seed. I worked with the User Research team to prototype several variations in wireframes and prototypes that helped articulate concept vision.
I then synthesized this with the small, scrappy Vinofy team to develop work-in-progress logos and original illustrations that conveyed the fun, social feel of this exciting new wine app.
The Win_
// I set vision and execution for enabling users; ability to use AI tagging for faster Wine Recommendations as well our customer-targeting Event Planning tool. Drove go-to-market strategy and partnered with wine-industry leaders to validate product-market fit, achieving 6K users in <6 months.
// A social app for wine lovers with e-commerce integrations and event planning tools.
Problem_
// In a world saturated with great social media platforms any app claiming to power community needed to be technically innovative. Being another ‘Yelp for wine’ wasn’t an option. We needed to be able to provide a platform for not only wine drinkers (demand) but wine makers and sellers (supply). We also knew these communites were fairly niche in the physical world, and we wanted to bring them together and provide value to users by connecting to events and tastings. In sum, we want to go beyond #wine.
Driving_ Product Management > UI Design > UX
// UX Product Manager; Original product feature ideation; component and logo identity design; formed and managed the UX framework, including strategic influencer-testing, product roadmapping, and development.
Feature Development_
// My Product work centered around putting together the development roadmap and testing for ML/AI wine review writing and geo-location event predictions based on a customer’s taste profile through various clustering and segmentation techniques.
My Design work was primarily situated around getting a very early start-up an identity that made sense for a rapidly developing UI as we launched an MVP for first-seed. I worked with the User Research team to prototype several variations in wireframes and prototypes that helped articulate concept vision.
I then synthesized this with the small, scrappy Vinofy team to develop work-in-progress logos and original illustrations that conveyed the fun, social feel of this exciting new wine app.
The Win_
// I set vision and execution for enabling users; ability to use AI tagging for faster Wine Recommendations as well our customer-targeting Event Planning tool. Drove go-to-market strategy and partnered with wine-industry leaders to validate product-market fit, achieving 6K users in <6 months.
My Process Images 👉
Click image to expand
Original Identity, Logo, and UI Design
UX / User Research, Testing Lead
Core AI/ML Feature Product Management GTM Strategy
Click image to expand
Original Identity, Logo, and UI Design
UX / User Research, Testing Lead
Core AI/ML Feature Product Management GTM Strategy
A beloved internet browser used by millions worldwide
2020-2020
Los Angeles
Senior UX Product Manager
Summary_
// Account recovery processes optimized for millions of MAUs; development of a core remote worker-mode; research for NPI / GTM for new Mozilla VPN product.
Problem_
// I worked on three main challeneges during my time here, which had an outsizes impact before being recruited by Cisco:
(1) Account Recovery: Bottlenecks in the account recovery process
(2) Worker-Focus Mode: Need for a Work Focus-mode in the desktop browser during spike in remote workers during Covid-era
(3) NPI Mozilla VPN: Need for user discovery research for NPI of Mozilla VPN
Driving_ Product Management > UI Design > UX
UX Product Manager
(1) Account Recovery: Through rapid prototyping and rapid testing I was able to accelerate the fix of a UX bottleneck for the token/account recovery process for Firefox users. I leveraged usertesting.com to quickly test and iterate a more user-friendly flow. Through some simple fixes in the design and language content in our recovery email and click-through journey I reduced the number of monthly account recovery disputes to the mere double digits.
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My Process Images 👉
Click image to expand
UX / User Research, Testing Lead
Original UI redesign
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(2) Worker-Focus Mode: In deep Covid our desktop Worker team was saturated with user requests and a need for a more worker-friendly-mode of our browser. I led the concept and exploration of a hyper-focus mode. This developed the following feature explorations: one-toggle muting, context-aware side-bar shortcuts to in-browser modes of productivity apps (i.e. Slack, etc.), as well as container-logic tag for quick sorting and reduction in open tab / performance strains. Although not adopted immediately this research provided the core user research for the future remote-worker persona used on other product feature prioritizations.
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My Process Images 👉
Click image to expand
UX Persona Development
User Research, Testing Lead
Original UI redesign
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(3) NPI Mozilla VPN: Through rapid prototyping and rapid testing I was able to locate, interview, and test the UI product placement of the new VPN product. My designs revealed a strategic pathway to customer adoption by leveraging our robust Extensions and Developer communities. By leveraging real estate that was highly visible to those groups I was a key part in increasing user conversion by 1.3M users and appx $80M ARR.
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My Process Images 👉
Click image to expand
User Research, Testing Lead
Original UI prototyping, testing, and design
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// Account recovery processes optimized for millions of MAUs; development of a core remote worker-mode; research for NPI / GTM for new Mozilla VPN product.
Problem_
// I worked on three main challeneges during my time here, which had an outsizes impact before being recruited by Cisco:
(1) Account Recovery: Bottlenecks in the account recovery process
(2) Worker-Focus Mode: Need for a Work Focus-mode in the desktop browser during spike in remote workers during Covid-era
(3) NPI Mozilla VPN: Need for user discovery research for NPI of Mozilla VPN
Driving_ Product Management > UI Design > UX
UX Product Manager
(1) Account Recovery: Through rapid prototyping and rapid testing I was able to accelerate the fix of a UX bottleneck for the token/account recovery process for Firefox users. I leveraged usertesting.com to quickly test and iterate a more user-friendly flow. Through some simple fixes in the design and language content in our recovery email and click-through journey I reduced the number of monthly account recovery disputes to the mere double digits.
____________________________________
My Process Images 👉
Click image to expand
UX / User Research, Testing Lead
Original UI redesign
(2) Worker-Focus Mode: In deep Covid our desktop Worker team was saturated with user requests and a need for a more worker-friendly-mode of our browser. I led the concept and exploration of a hyper-focus mode. This developed the following feature explorations: one-toggle muting, context-aware side-bar shortcuts to in-browser modes of productivity apps (i.e. Slack, etc.), as well as container-logic tag for quick sorting and reduction in open tab / performance strains. Although not adopted immediately this research provided the core user research for the future remote-worker persona used on other product feature prioritizations.
____________________________________
My Process Images 👉
Click image to expand
UX Persona Development
User Research, Testing Lead
Original UI redesign
(3) NPI Mozilla VPN: Through rapid prototyping and rapid testing I was able to locate, interview, and test the UI product placement of the new VPN product. My designs revealed a strategic pathway to customer adoption by leveraging our robust Extensions and Developer communities. By leveraging real estate that was highly visible to those groups I was a key part in increasing user conversion by 1.3M users and appx $80M ARR.
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My Process Images 👉
Click image to expand
User Research, Testing Lead
Original UI prototyping, testing, and design
Capsule, Founding Designer
An AI-assistant app for maximizing leisure in urban centers
2023-Current
Los Angeles
Founding Designer
My Process Images 👉
Click image to expand
Original UI Design
UX / User Research
Summary_
// An app for inhabitants of urban centers who seek to discovery and explore.
Problem_
// City dwellers can suffer from a mirage of adventure while living in a major metropolitan city: while there are thousands of restaurants, activities, bars, outings, museums, bookstores, et cetera., one can slip into routine simply out of a lack of time to discover and plan.
My Role and Product Vision_Design, UX, User Research
// Founding Designer
Capsule is an AI/assistant app that works like Google Maps, but without the Googling. It works like Yelp but without the tedious research. It works like Facebook Events but moves with you dynamically and on the fly to create real-world experiences. Capsule optimizes a few hours of fun in urban locations around the world from a curated and clued-in set of activities nearby one another. All Plan, No Planning.
Goals_
// To build a clean, intuitive user design for users of Capsule, with expedited onboarding and intelligent-capture of user’s preferences that felt frictionless.
This was super fun process to take on parts of Los Angeles (I was assigned to building out the experience for LA’s Chinatown Capsule; I’d been familiar with the area because I had an art studio there for many years). I put together a skeletal concept for a “great evening” - offer No. 1 in the Chinatown Capsule. This included my favorite dim sum spot, a local favorite bakey, a record shop, a rare bookstore, a Museum of Velvet Paintings (what?), and of course, a great cocktail spot in a historic bar to top it off. We then turned our diaries from real-life journeys into personas, journey flows, and UI prototypes to present to first-seed investors. The result was a modest but important first round of funding at $250K. Designs continue to build in an AI-assisted dynamic planning capability to integrated with GoogleMaps API for better on-demand planning and accurance. Testing is in Beta for a 2025 launch.
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// An app for inhabitants of urban centers who seek to discovery and explore.
Problem_
// City dwellers can suffer from a mirage of adventure while living in a major metropolitan city: while there are thousands of restaurants, activities, bars, outings, museums, bookstores, et cetera., one can slip into routine simply out of a lack of time to discover and plan.
My Role and Product Vision_Design, UX, User Research
// Founding Designer
Capsule is an AI/assistant app that works like Google Maps, but without the Googling. It works like Yelp but without the tedious research. It works like Facebook Events but moves with you dynamically and on the fly to create real-world experiences. Capsule optimizes a few hours of fun in urban locations around the world from a curated and clued-in set of activities nearby one another. All Plan, No Planning.
Goals_
// To build a clean, intuitive user design for users of Capsule, with expedited onboarding and intelligent-capture of user’s preferences that felt frictionless.
This was super fun process to take on parts of Los Angeles (I was assigned to building out the experience for LA’s Chinatown Capsule; I’d been familiar with the area because I had an art studio there for many years). I put together a skeletal concept for a “great evening” - offer No. 1 in the Chinatown Capsule. This included my favorite dim sum spot, a local favorite bakey, a record shop, a rare bookstore, a Museum of Velvet Paintings (what?), and of course, a great cocktail spot in a historic bar to top it off. We then turned our diaries from real-life journeys into personas, journey flows, and UI prototypes to present to first-seed investors. The result was a modest but important first round of funding at $250K. Designs continue to build in an AI-assisted dynamic planning capability to integrated with GoogleMaps API for better on-demand planning and accurance. Testing is in Beta for a 2025 launch.
© Jess Scott 2024-2025