Hey, I’m Phoebe 👋🏻
I’m a product designer with 4+ years of experience across Twilio, Microsoft, and Global Relay, specializing in analytics, operational, and AI-enhanced platforms. I’m known for strong system-level thinking and for translating ambiguous problem spaces into actionable, data-backed product strategies that deliver measurable impact across complex ecosystems.
Most recently, I led Twilio’s end-to-end Messaging Insights and Health Scoring redesign, driving a 2.5× increase in Health Score engagement, a 15 percent lift in DBNE, and contributing to multimillion-dollar ARR goals.
Work Experience
@ Twilio | Traffic Intelligence Team
Product Designer II
2025 Jan - Current
Led the E2E redesign of the Messaging Insights experience, integrating 4 products into a unified narrative and resolving key usability gaps; delivered 2.5× higher Health Score engagement and a 15% DBNE lift among engaged accounts.
Established Health Scoring patterns across Messaging, Email, and Voice for both Homepage and channel Insights, reducing design inconsistency by 40% and driving a company-wide shift toward cross-channel adoption
Improved Personalized Recommendations with issue-contextual logic and redesigned the feedback-collection mechanism for higher accuracy, raising engagement from 17% to 42% and putting the product on track for $1.1M in projected ARR.
Redesigned core workflows for TOE product which processed 50% of Twilio’s Cyber Week (BFCM) messaging traffic and serve customers representing $321M in ARR; and driving a projected 9.8× increase in TOE Pro revenue (from $103.7K to $1.11M) and a 5× expansion in parent-account adoption.
@ Microsoft | Teams Calling & Queues App
Product Designer
2024 May - 2024 Oct
Drove the settings UI revamp project, evaluated the implications on call settings, led 8 areas of required changes to ensure the success of the new initiative, reduced revision time by 30%.
Completed thorough screen reader analysis on Microsoft Teams Calls app and Queues app, captured and resolved 32 found issues, created extensive documentations of findings and recommendations for screen reader behaviours.
Redesigned 20+ key screens for the Teams Calling and Queues app to comply with the Reflow standards, ensuring proper sizing and full keyboard navigation at smaller screen sizes.
@ Global Relay | Unified Communication App
UX Designer
2022 Aug - 2024 Apr
Transformed desktop Call History experience within an agile framework, driving a 20% increase in daily active users.
Established UX guidelines for 5+ new components, including usage, best practices, interaction patterns, and accessibility standards, ensuring keyboard compatibility and high color contrast.
Enhanced 50% team efficiency by streamlining component request process and creating a UI handoff template across the global UX team.
Created an app-wide notification framework strategy with 4 in-app notification types to enhance user engagement and meet diverse product needs, resulting in a 20% reduction in development cycles.
@ Minivillage
UX/UI Designer / Mentor
2022 Mar - 2024 Jan
Designed 10+ core experiences for the web platform experience including the social explore feed, event browsing, creation, user networking, and payment solutions.
Increased the conversion rate from 10% to 35% by leading the strategy shift on trial experience and implemented a personalized dashboard.
Mentored 3 designer interns in mastering the design process, and facilitated educational workshops with stakeholders to advocate for the value of HCD.