Jessica Tong

Led end-to-end UX for a pricing and packaging transformation across an enterprise SaaS platform, helping customers transition to a new subscription model. Designed account administration experiences that helped customers prepare teams and permissions ahead of pricing changes.

Iterated on parent-child communication and safety features post-launch, using real-world usage data and customer feedback. Explored phone number-based access for trusted contacts, removing a key adoption barrier for less tech-confident users.

Defined the self-serve onboarding experience and account structure for prospective customers, from user flows and wireframes through to development-ready designs. Designed mapping and coverage discovery experiences that made geospatial data simple.

Designed parent onboarding for a zero-to-one connected kids smartwatch, collaborating with engineering to design resilient error handling flows. Designed calling and notification flows across watch and companion app, including incoming call UI and trusted contact management.

Improved marketplace search and discovery, reducing zero-result dead ends and helping buyers broaden searches when relevant listings weren't available. Redesigned notification UX, increasing push opt-ins by 18% on iOS and 4% on Android, validated through testing and iteration.

Founding designer for a two-sided care marketplace connecting people with disability and older Australians with support workers, working end-to-end across research, product strategy, UX and UI. Established the design practice from the ground up, including research, usability testing, cross-functional workshops, and a WCAG AA-aligned design system.

Introduced user interview sessions and fortnightly Customer Service syncs to surface buyer pain points; insights led to product page improvements that reduced purchase uncertainty across the e-commerce experience. Designed and shipped product launch pages for new product lines, contributing to a brand refresh and new design system.

Worked with co-founders of early-stage startups to design user flows and experiences for webapps. Created prototypes for user testing and conducted user interviews. Collaborated with the SheStarts program to validate ideas and build MVPs. Contributed to the design of VetChat, a telehealth platform for pets.

Designed responsive websites and developed style sheets for developers. Projects included eviQ Cancer Treatment's Online website, Benefit Brow Bar iPad app, and Aria Awards voting websites. Redesigned the experience for Event Bridie, an event organizing marketplace.

Responsible for UI design and wireframes for apps and sites. Worked with clients such as Audi, Heineken, Nestlé, Blackmores, and Golden Crumpets.

Designed microsites, EDMs, and banners. Provided UI and icon design support for senior designers. Worked with clients such as NRMA Insurance, Chobani, Tourism New Zealand, and Taronga Zoo.

Provided design support to senior art directors and designers. Practiced designing a brand identity and the overall look and feel of a website and an app.