I’d start with internal discovery—understanding the full product lifecycle and its ecosystem. I’d talk to product owners and managers, and all involved stakeholders to uncover pain points and disconnects, across the journey.

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Then I’d gather direct input from users to validate what’s working and where the friction lies. Mapping these insights into an end-to-end journey helps reveal where we can simplify, align, or improve key moments.

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I'd reach out to engineering to check if I'm being too ambitious or what the repercussions are if we tread on a certain track in the journey.

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At that point, it becomes a collaborative effort. I’d co-create solutions with cross-functional teams—running design sprints, prototyping ideas, and testing concepts. The goal is to make sure improvements are not only user-centered, but also feasible, scalable, and aligned with business priorities like adoption, retention, and operational efficiency.

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It's all about turning siloed knowledge into shared insight—and using that to drive user experience improvements that are meaningful, measurable, and tied directly to product value.