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Xuan Trinh

About

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Atlanta, Georgia, United States

Timeline

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Résumé

Jobs verified_user 0% verified
  • S
    Product Designer
    State Farm - Billing & Payments
    Mar 2023 - Current (3 years 8 months)
    • Redesigned billing checkout flow, cutting payment errors 10% and lifting new-customer acquisition 6% in Q4 2025.
    • Designed a self-service payment experience for customer policy changes, addressing user ambiguity, cost
    transparency, and cutting billing-related agent contact volume.
    • Support end-to-end UX strategy for 3 customer-facing billing and payment products, delivering a multi-phase
    redesign roadmap aligned across cross-functional partners.
    • Cut concept-to-prototype time ~25% by integrating Al-assisted workflows (Figma Make) into requirement definition,
    exploration, and stakeholder review.
    • Partnered with compliance, legal, and engineering to ship over 20+ payment flows meeting WCAG 2.1 AA regul
  • N
    Product Designer
    NRG Direct Energy
    Aug 2022 - Mar 2023 (8 months)
    • Designed and executed a mixed-method usability study across 50+ participants (moderated/unmoderated)
    evaluating an end-to-end energy plan enrollment checkout, identifying friction points in a 9-step user flow.
    • Validated design-system components through over 10 usability studies and surveys, grounding downstream product
    decisions in primary research.
    • Established research operations & workflow standards, driving more consistent adoption across product team.
    • Owned Ul intake and developer handoff for primary customer experiences across the full product cycle.
  • DriveTime
    User Experience Strategy Intern
    DriveTime
    May 2022 - Aug 2022 (4 months)
    • Defined onboarding and conversion-flow requirements for DriveTime's e-commerce MVP, scoping 2 core journeys
    adopted into the product roadmap.
    • Identified high-friction drop-off points through behavioral analysis, informing design priorities.
    • Delivered 1 high-fidelity interactive prototype and Ul specs, for leadership product enhancement review.
  • Discovery Cube
    Product Design Intern
    Discovery Cube
    Jan 2022 - Jul 2022 (7 months)
    • Led 20-week mixed-methods research engagement addressing 5-7 years of declining attendance and membership at
    a children's science museum, surfacing root-cause insights presented to the executive team.
    • Synthesized 4 contextual inquiries, 8 in-depth interviews, and 325 combined survey responses into 4 prioritized
    opportunity areas informing a service-redesign roadmap.
    • Delivered a service design framework and executive recommendations to improve visitor journey experience across
    DC's organizational operations.
Education verified_user 0% verified
  • University of California Irvine
    M.S. Human-Computer Interaction & Design
    University of California Irvine
    May 2021 - Sep 2022 (1 year 5 months)
  • Georgia State University
    B.S.W. & B.S. Psychology
    Georgia State University
    Aug 2010 - May 2016 (5 years 10 months)