M&T Bank is a community bank headquartered in Buffalo, NY. Wilmington Trust is a subsidiary of M&T Bank that focuses on two types of clients - the ultra high net worth clients and Institutional Banking clients of which they have 24 different business lines.

• Led highly complex projects for core banking products so the institutional bank could reach its digital transformation goals.
• Led the efforts to design the first-generation digital payments in the institutional banking space to help multiple business lines be able to mitigate their fraud risk and offer customers 24/7 self-service wire and ACH transfer support.
• Convinced skeptical business SMEs of the value of doing usability testing with the users - Relationship Managers. Read the Wilmington Trust Case Study for the full story.

My work included product strategy, UX discovery, UX Research, UI design, and design project management efforts with cross-functional team members within 4 of the 24 business lines in the institutional banking space.

• Led the efforts to design digital payments and secure messaging to help businesses be able to reduce their fraud risk and offer customers 24/7 self-service Wire/ACH transfer support.
• Worked cross-functionally with product, business operations and engineering partners in the Loan Agency, Custody, Collateral, and Retirement business lines.
• Convinced skeptical business SMEs of the value of doing usability testing to see if what we designed solved the problem and would lead to positive business outcomes.
• Hosted a book club for the Institutional Design Team where we read and discussed Patrick Lencioni's 5 Dysfunctions of a Team.

General Assembly is a for-profit education company that helps career switchers get the training they need to pivot in their careers.

I generated $550K+ in revenue for General Assembly in 2021 and 2022 by teaching two flex cohorts. 

• Taught 37 aspiring UX students at General Assembly critical thinking skills, analytical reasoning, and how to apply user-centered design principles and methods to solve business problems.
• Mentored multiple students on landing their first UX job before graduating, with several being successful before the end of their cohort.

Home Depot’s 300+ person Enterprise UX Design Org provides UX for all employee-focused applications and for all their non-e-commerce customer experiences.

The poor customer experience with Major Appliance Deliveries cost The Home Depot $10M+ a year in customer care costs + customers were abandoning the company due to their poor delivery experience.

• Evaluated the current experience, then documented the post-purchase journey map for major appliance orders, highlighting the areas where customer communication was failing to meet customer expectations.
• Personalized communication points based on major appliance type to reduce confusion. These changes added clarity and reduced calls to customer care.
• Proposed adding a free/paid new major appliance measuring service add-on to help Home Depot reduce 5+ million customer care calls related to major appliance delivery fails each year.

T-Mobile’s network engineering department owned the management of many internal and customer facing applications including Scam Shield, e911 address for iOS devices, Visual Voicemail, and DIGITS all of which I worked on.

From 2013 to 2018, I managed multiple UX vendors and 3-12 UX Design contractors for the DIGITS multi-product platform.

My role included, prioritizing work, assigning work to UX designers, reviewing and signing off on the work before working with the development team to hand off the finalized designs to build, reviewed builds and captured the UX and UI bugs for the dev team to fix.

• Managed the design and delivery ADA Compliant DIGITS platform initiative. I delivered it on time and budget.
• Grew the internal UX Design team in Network Engineering Department from one designer (me) to 16 UX designers, by hiring 13 UX designers in my last 18 months.

• UX SME on 9 customer-facing native iOS, Android, and responsive web applications and 1 employee web application.
• Designed the first-generation self-service On Device Application that allowed T-Mobile to sell iPads, resulting in a multi-million-dollar a year revenue stream for the telecom giant.
• Designed a one-click conferencing custom contact that T-Mobile patented.
• Collaborated with the legal department to give them the documents and drawings needed to submit the utility patent.
• Partnered with product marketing, engineering, legal and compliance to ensure the designs complied with all government regulations.

Tiny News was a startup looking to empower users to become citizen journalists.

As the founding designer, I was responsible for all aspects of design and branding at the company.

The work included:

• Logo Design
  
• Responsive Web Design
  
• iOS Mobile App Design
• Email Design
• Marketing Design

iLink Systems is a consulting firm that offers Brand, UX & UI design and development services to Fortune 500 companies.

Some of the enterprise organizations I worked with while I was at iLink Systems:

• Halliburton
  
• Microsoft
• The UN's World Food Programme

As a nearly 20-year veteran of working in Design, Shanelle offers UX Career Coaching services to help designers get over their career blocks and transform their mindset so they can achieve their professional goals.

UX Career Coaching Example:
In six weeks, a Senior UX Manager I coached landed a new job she loves. The job included a $30k raise, a $15k signing bonus, $100k in stock, and a better work/life balance so she could spend time with her daughter.

Looking for some help in navigating your UX Design career?

I offer paid coaching sessions that will help you focus on what you want, map out what are the steps needed to get you to where you want to go, and mindset techniques that help remove any feelings of not being "enough", deal with self-sabotage and any other limiting beliefs or internal conflicts that need to be resolved.

To get started, book a general UX coaching session with me so I can work with you to assess the issue your dealing with, and partner with you to determine what the best next steps for your circumstance are. If the next steps include shifting your mindset by removing what's blocking your mind, then please book a reprogram your brain session.

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