Hi, I’m Alex.
I’m a UX designer with over 20 of years experience helping B2C SaaS products to succeed.
Business highlights
Numbers I’ve helped shape
$5B+
Annual Revenue Products
140M+
Registered Members
42M+
Monthly Active Users
My impact
Results of my contributions
$1M+
Cost Cutting Savings
50%
Reduction Time of Customer Service Turnaround
2x
Increased User Engagement
40%
Less User Churn
CASE STUDIES
Insight into challenges, solutions, and results
Free Night Certificates
The customer support team initially requested three changes to an existing page. I identified 30 additional opportunities which saved the company $25,000 per month.
Report Missing Stays
I identified an feature I felt could be improved upon. I got approval to make changes which ended up the saving the company $10,000 a month and reducing resolution time by up to two weeks.
Promotion Registrations
Members had to go through a 4-step flow which included user login. After speaking to the legal team and software engineers, we were able to reduce the process to 2 steps and increase registrations by 35%
Reducing Churn
I defined the goals of the changes and worked with the data scientist team, resident mathematician, and engineers. Together we created simulations and dashboards to inform our decisions. In the end, we reduced user churn by 30%.
Increasing Social Interactions
By improving multiple touch points, I increased social activity across the product by over 600%. When I went to the release tour in Moscow, I received thunderous applause from the audience when I detailed the upcoming changes.
First-time user journey
I designed new work flows and proposed full fledged features which increased user retention and engagement by 40%. When I was a guest speaker at the Wharton School Business on gamification, this case study was one of my talking points.
Past Projects
Products and services I’ve helped drive to success
Sample work
Projects I oversaw that made a difference
Talent Pool
This site is designed for employment specialists and gives them the tools necessary to help their clients go from job seekers to candidates to applicants and ultimately to be new hires.
Job Seeker Site
This job seeker site integrates with the case management system to facilitate communication and information exchange between the job seeker and their case workers.
Legacy Systems
Adding new features to 10-year-old legacy systems is never easy. Proposing UX updates that are guaranteed wins with the end-user, low-risk, cost-effective, give the most bang for the buck, and that will be approved by product owners can be near impossible but I get teams excited and we make it happen.
Component Libraries
Creating reusable components helped developers be more efficient and also future-proof our legacy products.
Marriott Bonvoy Account Management
I was responsible for everything related to Marriott Bonvoy members including reservations, past stays, loyalty points and more. Over 140 million people depended on this site, some of whom spend the most money on travel in the world.
Free Night Award
The 4 steps in the screenshot give a glimpse into some of the touchpoints which had to be worked through in collaboration with the reservation team, the loyalty team, customer service, legal, and on-site managers.
Report a Missing Stay
I took the initiative and proposed updating an old design. Working with the customer service team and on-property managers, we were able to save the company $120,000 annually and improved the customer experience. In some cases, two weeks of back and forth between customer service and customers became non-existent.
UI / UX overhaul
I was handpicked to join a team in the late stages of development to bring the product up to quality in a short time frame. The company loved the updates and created a YouTube video to get users excited about the features.
Contact
AlexanderSun@gmail.com
(949) 302-9139
linkedin.com/in/alexandersun
alexandersun.com 