<p class="mb-2">
<span class="font-semibold">Context:</span>
<span>
Many people who sign up for Robinhood have very little to no previous investing experience, so they aren't always
familiar with using financial products.
</span>
</p>
<p class="mb-2">
<span class="font-semibold">Problem:</span>
<span>
When people sign up for Robinhood, they often feel lost, overwhelmed, or pressured by the questions we ask or the
steps they need to take to start investing. They don't know what to expect and feel like Robinhood should help guide
them as they get started on our platform.
</span>
</p>
<p class="mb-2">
<span class="font-semibold">Solution:</span>
<span>
We redesigned the entire onboarding experience to better set expectations and give users more options to learn and
explore before they start investing. I created an overall strategy that adds contextual information and support
without taking users out of the app or confusing what the next steps in signing up are.
</span>
</p>
<p class="mb-2">
<span class="font-semibold">Impact:</span>
<span>
By clarifying expectations and adding contextual content around education and security, we helped users feel more
empowered as they got started on Robinhood, and significantly increased our overall funding and investing metrics.
</span>
</p> <p class="mb-2">
<span class="font-semibold">Context:</span>
<span>
People join Robinhood to participate in financial products that were previously unavailable to them and to take
active steps toward their financial well-being.
</span>
</p>
<p class="mb-2">
<span class="font-semibold">Problem:</span>
<span>
We want to empower users and celebrate their participation in the market; however, we need to do so in a regulatory
compliant, non-gamified way.
</span>
</p>
<p class="mb-2">
<span class="font-semibold">Solution:</span>
<span>
I designed and wrote the first of a new set of milestone celebrations in a Robinhood user's financial journey, their
first trade. I focused on highlighting the user's personal achievement, reinforcing positive long-term financial
behavior, and grounding them in a community of investors. I also helped create the principles that will guide the
goals and tone of the rest of these milestones.
</span>
</p>
<p class="mb-2">
<span class="font-semibold">Impact:</span>
<span>
We shipped this product as part of Robinhood's first major product marketing launch and have seen a lot of positive
press and user sentiment for this feature.
</span>
</p> <p class="mb-2">
<span class="font-semibold">Context:</span>
<span>
Research demonstrates that developing consistent investing habits leads to long-term financial wellness.
</span>
</p>
<p class="mb-2">
<span class="font-semibold">Problem:</span>
<span>
We want to encourage users to build healthy financial habits by establishing recurring behavior (deposits,
investments, etc.) in an easy, non-intimidating way.
</span>
</p>
<p class="mb-2">
<span class="font-semibold">Solution:</span>
<span>
I helped to design a flow encouraging users to set up recurring deposits when they sign up for Robinhood,
celebrating their momentum and emphasizing the importance of creating good financial habits. I worked closely with
our engineering team on this project, as we needed to address many inconsistencies between iOS and Android surfaces,
as well as work through error states and edge cases.
</span>
</p>
<p class="mb-2">
<span class="font-semibold">Impact:</span>
<span>
From early experiments, we're already seeing high adoption as well as areas to potentially test different value
propositions and design iterations in the future.
</span>
</p> <p class="mb-2">
<span class="font-semibold">Context:</span>
<span>
At the end of January 2021, interest in our platform skyrocketed as more and more people wanted to invest
in certain stocks, including GameStop.
</span>
</p>
<p class="mb-2">
<span class="font-semibold">Problem:</span>
<span>
Because we were facing record numbers of new users, our sign up and application processes were taking far
longer than usual, upsetting users who wanted to trade on our platform as soon as possible.
</span>
</p>
<p class="mb-2">
<span class="font-semibold">Solution:</span>
<span>
To help mitigate users' frustration, I mapped out a strategy to communicate to customers with empathy
and set expectations for delays as soon as we could. I advocated for including this screen at the very beginning
of the sign up flow to welcome users to Robinhood and proactively thank them for their patience. I carried this
tone strategy to various other communications, including in-app alerts, emails, and Help Center articles, to
better explain the delays and support our users.
</span>
</p>
<p class="mb-2">
<span class="font-semibold">Impact:</span>
<span>
By setting better expectations for our users, my content significantly reduced the number of incoming support
tickets and helped resolve negative user sentiment. We've since used this strategy for other onboarding delays.
</span>
</p> <p class="mb-2">
<span class="font-semibold">Context:</span>
<span>
To simplify users' messaging experience across the Facebook family of apps, we integrated
Messenger directly into Instagram messaging.
</span>
</p>
<p class="mb-2">
<span class="font-semibold">Problem:</span>
<span>
Because this was a uniquely new messaging paradigm for our users, there were a lot of considerations to
make this product change clear, valuable, and engaging.
</span>
</p>
<p class="mb-2">
<span class="font-semibold">Solution:</span>
<span>
With research, localization insights, and testing, I developed principles and an overall framework for
how we should communicate this messaging change across both apps. I advocated for a contextual, layered
product strategy that educates users, emphasizes their controls, and communicates the value of this new
messaging experience.
</span>
</p>
<p class="mb-2">
<span class="font-semibold">Impact:</span>
<span>
From our initial public tests, we saw a much higher adoption rate than we'd anticipated (almost double
our original estimates).
</span>
</p> <p class="mb-2">
<span class="font-semibold">Context:</span>
<span>
In early 2020, Facebook and Messenger sought new ways to show care for our users during the COVID-19
pandemic. We decided to launch new reactions on both surfaces that could better capture users' sentiment
during this time of crisis.
</span>
</p>
<p class="mb-2">
<span class="font-semibold">Problem:</span>
<span>
Because we were launching new reactions that related directly to the pandemic, we had to consider the
potential triggering nature of these reactions.
</span>
</p>
<p class="mb-2">
<span class="font-semibold">Solution:</span>
<span>
In order to mitigate the potential risks of this product, I created a messaging strategy that conveyed
the sentiment and care behind these new reactions, without explicitly relating them to COVID-19. I also
considered the naming and language differences for reactions between the two surfaces so that we could
have a consistent narrative that fit the language patterns of both apps.
</span>
</p>
<p class="mb-2">
<span class="font-semibold">Impact:</span>
<span>
Both Messenger's animated heart reaction and Facebook's "Care" reaction are extremely popular with users, and
they've seen high adoption and usage.
</span>
</p> <p class="mb-2">
<span class="font-semibold">Context:</span>
<span>
National Voter Registration Day (NVRD) is a day in the United States when non-profits, campaigns, and
government officials encourage people to check and update their voter registration, and register to vote
if they haven’t already.
</span>
</p>
<p class="mb-2">
<span class="font-semibold">Problem:</span>
<span>
Although our team has launched products for NVRD in the past, we wanted to optimize the product strategy
and design for 2019's launch.
</span>
</p>
<p class="mb-2">
<span class="font-semibold">Solution:</span>
<span>
I developed a strategy to unify NVRD posts across Facebook, paralleling NVRD's initiative to unify the
U.S. electorate in a period of polarization and partisanship. I wrote all of the content for our suite
of NVRD products, and collaborated cross-functionally to execute an optimized product experience.
</span>
</p>
<p class="mb-2">
<span class="font-semibold">Impact:</span>
<span>
The 2019 launch far outperformed those previous, doubling the impact of 2018's product suite alone.
</span>
</p> <p class="mb-2">
<span class="font-semibold">Context:</span>
<span>
Voting products on Facebook help to encourage people's civic engagement and pride in voting.
</span>
</p>
<p class="mb-2">
<span class="font-semibold">Problem:</span>
<span>
Although people discuss voting and elections on Facebook, they often can't engage with our elections
products because they aren't easily accessible.
</span>
</p>
<p class="mb-2">
<span class="font-semibold">Solution:</span>
<span>
Our team has worked to develop organic entry points for our products that help elevate users' civic
voice on the platform. One such entry point I helped to create is a product that prompts users who have
posted about elections whether they would like to add election-specific content to their posts. This
empowers people to drive awareness about elections in their own communities, when they might not
otherwise have done so.
</span>
</p>
<p class="mb-2">
<span class="font-semibold">Impact:</span>
<span>
I doubled the success of this product by creating clear, concise content that enabled an intuitive user
experience.
</span>
</p>
