Madelyn West

Overview

Based in Boston. I lead service design at Goldman Sachs. Cut support tickets about service design by 30% with clearer copy and states. Before that: Airbnb and Netflix. Most at home with workshops and operations. Big believer in written communication.

Answers in batches on Fridays

Experience

1. Director of Design

   Apr 2023 - Present
   Goldman Sachs · 3 yr 7 mo · Full-time · Boston, MA
   • Shipped the service design redesign that lifted task completion 28%.
   • Cut support tickets about service design by 55% with clearer copy and states.
   • Ran 136 usability sessions and turned them into a research repository.
2. Design Manager

   Jan 2020 - Apr 2023
   Airbnb · 3 yr 3 mo · Contract · Boston, MA
   • Brought the service design flows to WCAG 2.2 AA.
3. Product Designer

   Jul 2018 - Jan 2020
   Netflix · 1 yr 6 mo · Full-time · Boston, MA
   • Brought the service design flows to WCAG 2.2 AA.
   • Cut support tickets about service design by 35% with clearer copy and states.
4. Product Designer

   Dec 2015 - Jul 2018
   DoorDash · 2 yr 7 mo · Full-time · Boston, MA
   • Shipped the service design redesign that lifted task completion 17%.
   • Cut support tickets about service design by 39% with clearer copy and states.
5. UX Researcher

   May 2012 - Dec 2015
   EY · 3 yr 7 mo · Full-time · Boston, MA
   • Built a component library 74 engineers ship with every day.

Projects

No references yet.

Education

1. University of Washington

   BS, Industrial Design
   2002 - 2006