Maya Thornbury — Product Designer
Seattle, WA
Product designer with six years on subscription and healthcare products, the first two of them spent building the front end instead of drawing it. Redesigned a benefits enrollment flow that took completion from 54% to 88% and cut enrollment support calls by nearly two thirds.
Experience
Product Designer, Tidewell Health · January 2023 – present
Member experience group of eleven. Owns enrollment, claim status and the member mobile app.
- Redesigned the benefits enrollment flow around a save-and-resume model, taking completion from 54% to 88% and cutting enrollment support calls 64% in the first open season.
- Rebuilt claim status into one timeline after 22 usability sessions showed members could not tell a denied claim from a pending one; claim-status tickets fell from 1,900 a month to 410.
- Built the component library the four product teams now share, 38 components with an accessibility note on each, taking a new screen from three days of design to half a day.
- Runs the fortnightly critique that gives every shipped screen a named owner and a written decision; design rework after handoff has dropped from 2.8 rounds to 1.
Product Designer, Kettlebrook Commerce · March 2021 – December 2022
- Reworked checkout for a 900-merchant marketplace by putting guest purchase ahead of account creation, raising mobile conversion from 1.9% to 3.1%.
- Replaced a 14-field seller signup with a five-step flow, taking median setup time from 26 minutes to nine and halving abandoned applications.
- Ran the storefront’s first accessibility audit and fixed 61 contrast and focus failures ahead of the WCAG 2.1 AA commitment made to two enterprise merchants.
Front-End Engineer, Kettlebrook Commerce · July 2019 – February 2021
- Shipped the React component set behind six storefront surfaces, which the design team later took ownership of as the first version of the design system.
- Prototyped the seller dashboard in code rather than in mockups, shortening the build after sign-off from five weeks to two.
Projects
- Formcheck — A free browser extension that flags form fields missing a label, an error state or a focus ring.
Education
- B.S. Human Centered Design and Engineering · University of Washington · September 2015 – June 2019
Skills
- Design: Interaction design, Design systems, Information architecture, Prototyping, Accessibility (WCAG 2.1 AA)
- Research and measurement: Usability testing, Concept testing, Survey design, Funnel analysis, A/B test design
- Tools and handoff: Figma, FigJam, React, Storybook, Amplitude, Maze