Gail Rankin, Designer in Evanston, IL, United States
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Gail Rankin

Verified Expert  in Design

Designer

Location
Evanston, IL, United States
Toptal Member Since
October 21, 2022

Gail is a UX design leader with over 11 years of experience. She's highly skilled at uncovering user needs and creating solutions that serve business and user goals. She is most experienced in eCommerce, application software, and customer service. Gail easily solves complex user scenarios by exercising UX strategy skills like user journey maps, user flows, system maps, and service blueprints.

Portfolio

Work Experience

Lead Experience Designer

2019 - PRESENT
Big 3 Wireless Provider
  • Increased our digital engagement rate to around 19% after redesigning the web and app's contact-us page.
  • Reinvented the app's scan-and-go feature for customers to quickly check out and exit the store, freeing up agent time.
  • Designed the schedule-a-call feature, increasing the number of customers to schedule a callback from 65,000 to 150,000, with 13,000 calls deflected daily, saving $170,000 in daily costs.
  • Achieved 90% first-time resolution of customer issues after designing a new feature that added human-assisted contact options in the chatbot. In a follow-up study, 80% of customers who experienced this said it exceeded their expectations.
  • Won Verizon Design Lab, a design incubation program for designers to develop innovative, ready-to-implement concepts that benefit stakeholders.
  • Received a Verizon Recognizing You! Spotlight Award for my collaboration and teamwork on the contact-us project, with the feedback: "Innovation in your designs reflect[s] customer empathy and understanding."
Technologies: Figma, Sketch, User Experience (UX), User Research, User Journey Maps, Mobile UX Design, Chatbots, UX Wireframes, User Flows, Prototyping, UX Audits

UX Design Consultant

2017 - 2019
Freelance Clients
  • Performed Walmart grocery service mapping and research from February to April 2019 for Publicis and Digitas.
  • Conducted C-suite software UX research and design from January 2018 to January 2019 for IHS Markit.
  • Executed Nasdaq's C-suite software UX research and design from May 2017 to January 2018.
  • Researched and designed an Android app's UX for StanPlus from February to March 2017.
Technologies: Sketch, User Experience (UX), User Research, User Journey Maps, Mobile UX Design, UX Wireframes, User Flows, Prototyping, UX Audits

Design Manager

2013 - 2016
Freshpair
  • Oversaw a small creative team and led the design and management of demanding timelines for all digital campaigns.
  • Conceptualized, led the design of, and maintained triggered and behavior-based email campaigns.
  • Mentored designers in the design process and helped to track, monitor, and reach their career goals.
Technologies: Mobile UX Design, UX Wireframes, User Flows, Prototyping
2000 - 2005

Bachelor of Arts Degree in Art History and Graphic Design

University of Arizona - Tucson, Arizona, United States

FEBRUARY 2017 - MARCH 2017

UX Design Immersive Bootcamp

General Assembly

Tools

Figma, Sketch

Platforms

Android, iOS

Industry Expertise

Retail & Wholesale

Other

User Experience (UX), UX Research, Mobile UX Design, User Flows, UX Wireframes, Prototyping, UI Design, UX Design, Wireframing, Rapid Prototyping, Responsive Web Design (RWD), Mobile Apps, UX Audits, Web App Design, Product Design, User Research, User Journey Maps, Information Architecture (IA), Design Systems, Data Visualization, Chatbots, SaaS, Software, Desktop App Design, Mobile App Design, Fintech, Native Mobile Apps, Customer Support, eCommerce, Finance, Healthcare IT

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