Robinhood

My role

Context

I joined Robinhood as the Design Lead and Senior Staff Designer in 2021, leading Onboarding and Customer Care Conversation. These are one of top priorities that drive the adoption and retention of Robinhood users, touching +9 teams and +5 product areas at Robinhood. They aligned with Company OKR: Radical Customer Focus and Safety First, with C-team’s support. Works have been presented on All Hands with 3000+ audiences.

Robinhood is a commission-free investment and stock-trading app that allows users to invest in stocks, ETFs, cryptocurrency and more. The app boasts a fee-free model that allows users to trade stocks and other securities at no cost.

Future of Care 2 year vision

Create a compelling two year vision for an end-to-end customer support journey for Robinhood at scale.

I led the visioning of Customer Care 2-year roadmap and influenced the project planning across 4 teams, via hosting design sprints with PMs, EMs, Researchers, Content, Engineer teams and leading 2 staff designers to execute the designs.

Design process

Onboarding

An onboarding experience that allows customers to skip long process and explore the Robinhood as soon as possible, while providing hand holding experience to get them where they need to go.

I led the strategy and framework design that fundamentally change the onboarding experience, which involves many cross-team/org collaboration including Brokerage, Crypto, Cash, Education, Growth etc. This is a strategic area that contributes to Robinhood’s overall growth.

Worked with PM and EM on setting up project priority, allocating design tasks and manage overall timeline for 2 workstreams.

Ramped up and mentored senior and junior designers, improved the design process, unblock any blockers to move projects forward