hello jackie ho

based in the bay area

[hellojho]

Mindbloom (personal project)

Mindbloom is a mental health and wellbeing company that is currently offering people suffering from anxiety and depression an alternate medication with remote ketamine treatment at an affordable price. 

I love the mission and after my partner signed up for his first set of treatments, I’m a believer. This was a personal project after going thru their onboarding flow – which is web only. As much as I appreciate their experience and what they offer, there’s still plenty that could be improved. I reordered the flow, improved navigation and progression for the right expectation, and altered the visuals (and branding). If you’d like to view the redesign, check out my prototype

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Company Settings

In the beginning of 2020, before COVID hit, I was on a tiger team to analyze our product and see where TripActions would hit snags if we broadened our customer base to include enterprise companies (1,000 employees and more). What we identified? User management, policy and permission assignments, and creating additional levels of scope to all would be required for larger companies that were decentralized (ie, global). Over the course of 4 months, we tested and iterated on numerous features which then culminated in a new Company Settings platform – a central spot to manage users and policies in all of our products.

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Liquid Help Desk

At the end of 2019, prior to the public launch of TripActions Liquid (the business expensing platform TripActions created to be the comprehensive leader in T&E) needed a support tool for our Customer Service Agents in case customers had issues using their physical credit card. 

This platform was designed from the ground-up with collaboration with our support team, product operations, and in-depth audits of our user profiles and information. The result: an easy integration with our existing support tool to see customer information relevant to a help agent – card policies, recent transactions, managers/finance approvers, etc. 

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Safety, Reimagined

A hackathon project at the end of 2020 – what might our Duty of Care product look like in a more consolidated view? 

Since this, we’ve actually deprioritized in service to ensure user management is scalable to enterprise-sized companies. It will soon, reprioritize, when travel begins to resume. 

Also featured on TripActions Dribbble

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Pandemic & travel

In 2020, COVID-19 changed the world. It certainly changed travel. Our team, a scrappy new addition called “Enterprise”, was responsible for figuring out how TripActions could offer a helpful, differentiated experience for our customers. The answer? A safety dashboard that focused on the state of COVID in the United States and abroad. Over a few weeks, we launched Admin-facing features that helped businesses track their travelers and overlaid the severity of COVID-19 in those destinations. We offered ways to reach out to travelers and to adjust travel policies to restrict travel.

As travel experienced some return in the fall of 2020, we also launched a complementary traveler-facing feature in which we partnered with visa company Sherpa, to surface travel restrictions travelers might be unaware of, prior to their booking on the platform. As the design lead for the Enterprise team, I’ve been responsible for helping to identify the duty of care product opportunities that TripActions is uniquely suited to offer to our small, medium, and yes - large-scaled customers.

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Visualizing trips and expenses

In late 2019, TripActions Liquid had already launched as a payments and expensing platform for existing TripActions customers. One of the first projects I tackled when joining the team was how to help customer Administrators better understand the spending behavior of their travelers. 

Simple and impactful, a Trips index captures upcoming, ongoing, and completed trips. Each row dives into a general breakdown of how money is spent according to merchant categories while also juxtaposed against a company’s unique general ledger (for accounting purposes). The index also enables an Admin to compare trips by daily average costs (excluding transportation from origin > destination). 

Admins can also see more detail by looking at trips’ transactions – which capture bookings made on the TripActions platform as well as through Liquid corporate credit cards. This provided insight into user spending as well as planted the seeds for our eventual Analytics dashboard (in 2020) and budgeting tools (future project).

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Automating a manual process

Overhauling the transfers experience – a core experience and revenue driver for Wealthfront – had some big challenges. Automating a workflow that by industry’s standards is actually super manual required diving into applying simple narrative structures to a systems redesign from the operational side as well as a UX side. 

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Pattern Library System

Overhauled our library to be more comprehensive of the entire Wealthfront experience (cross platform); designed the process for contribution and tracking of components and patterns to ensure cross-functional collaboration and awareness.

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I am not what they expected

A poster designed to express the contradictions first-generation Americans face from family and society. The advent-calendar styled poster has juxtaposing images revealed when the letters are folded out.

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La Cocina Annual Report, 2015

Designed the 10th anniversary annual report for the sf-based non-profit. Celebrating its graduates, current participants, and La Cocina’s hard-working team, this report really dove into the stories of the people involved with changing the Bay Area food scene. 

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Tattoo Infographic

A poster designed to show the popularity of tattoos in the US throughout history. Not only is it a comparison in the style of tattoos but also the shift in demographics and acceptance in mainstream society.