Program Manager II, Microsoft Flip
Empowering learners and families worldwide through accessible video discussion experiences. Using my program management skills I established design feedback loops within Flip.
Project: Maximum Accounts at a Glance
Problem:
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Organizational accounts (e.g., higher education students) and consumer accounts (e.g., minors aged 13+) faced limitations in creating lead accounts due to age-appropriate design requirements and GDPR regulations.
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These restrictions prevented 40% of the user base from fully utilizing the platform’s features, such as creating and sharing groups, despite meeting age criteria.
Gathered Insights:
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Conducted industry research on account-switching mechanisms and age-appropriate user flows, analyzing platforms like Instagram, YouTube, and Google Classroom.
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Mapped out user behaviors, needs, and compliance requirements for three key user groups across organizational and consumer experiences.
Solution:
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Designed an eligibility flow allowing users to check if they qualify to become leaders, with tailored messaging for ineligible users.
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Enabled eligible students (18+ for organizational accounts and 13+ for consumer accounts) to create groups and lead discussions.
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Developed the feature across web, iOS, and Android, adhering to strict security and compliance standards.
Outcome – go to 0:07 seconds :
Implementation Process:
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Collaborated with designers, backend engineers, mobile developers, and data scientists to create user flows and prototypes.
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Led cross-functional discussions to secure alignment and prioritize deliverables.
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Navigated challenges related to compliance reviews and technical feasibility by adapting designs and timelines while maintaining user-centric goals.
Handling Challenges:
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Encountered delays in compliance reviews due to the sensitivity of working with minors. Adjusted the release timeline and scope to ensure all requirements were met without compromising the user experience.
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Addressed unforeseen technical limitations by working closely with engineers to devise creative solutions, such as adaptive flows for different user groups.
Results:
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Successfully launched the Maximum Accounts feature, empowering 2.5 million additional users to become leaders on Flip.
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Enhanced user engagement and satisfaction through increased platform accessibility and functionality.
Other Key Contributions:
Customer Feedback & Feature Development:
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Built and operationalized the “You Asked, We Listened” (YAWLS) strategy to capture and act on user feedback.
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Analyzed over 1,100 feature requests and translated 50+ into actionable items for the product backlog.
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Shipped 40+ features and integrated more into future roadmaps, directly improving user satisfaction and retention.
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Help Center Strategy:
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Led a redesign of Flip’s Help Center, driving a self-help strategy that attracted 400K monthly views and significantly reduced support ticket volume.
Prototyping and UI Design:
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Created high-fidelity prototypes in Figma to present customer-driven feature requests and roadmap concepts to leadership.
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Designed a new Help Center UI experience, enhancing accessibility and usability for a global audience.
Customer Advocacy:
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Actively resolved complex technical issues, focusing on audio and video mobile experiences.
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Direct customer engagement informed bug prioritization and fostered a deeper understanding of user pain points