Product Design
Queen V Account Portal
My Contributions
I led the end-to-end redesign of Queen V’s account portal, including UX audit, customer journey mapping, feature prioritization, and dashboard architecture. I delivered a more intuitive, on-brand experience that empowered users to self-manage subscriptions, resulting in increased conversions and reduced support calls.
Role
UI/UX Designer, Brandable, Inc.
2019-2020
Beverly Hills, CA
Services
Customer Journey, User Flows, Feature Prioritization, UI Designs, Ecommerce Site on Shopify
Discovery & Design Audit
About Queen V
Queen V is a bold and empowering feminine wellness brand on a mission to reduce the stigma around vaginal health. Known for its cheeky tone and vibrant color palette, Queen V delivers high-quality products made from better-for-you ingredients that resonate with women of all ages.
The Challenge
Nearly two years after launch, Queen V’s account dashboard, powered by Shopify, was finally activated. However, it relied on default Bootstrap styling and lacked brand consistency, clear functionality, and intuitive UX. This led to high volumes of customer service calls related to account management.
I was tasked with:
- Auditing the existing interface
- Improving usability and visual appeal
- Enhancing self-service capabilities
- Reducing reliance on customer support
Design Audit
I began with a full audit of the manage account flow, evaluating its usability and comparing it to leading ecommerce dashboards. Key issues uncovered:
1. Personal Information – No way to update personal details; new addresses were added with each order2. Cancel Subscription – No upfront costs meant users could cancel freely; multiple redundant controls created friction3. Order History – Lacked invoice details or easy reordering4. Billing Info – Center-aligned layout clashed with site styling5. Delivery Schedule – No clarity on subscription frequency or upcoming order dates6. Add Items – Tabs used unclear language; filters lacked context
Research & Data
Customer Journey Insights
Although the dashboard was new, user pain points weren’t. I met with analytics and customer support teams to identify common friction points:Oversupply – Users frequently received too much of one item (e.g. Essentials Kit) due to differing usage ratesAccount Confusion – Before the dashboard, users had to call support to cancel, update, or inquire about subscriptions, draining company resources and frustrating customersAdditional insights gathered:
Feature Prioritization
Using the MoSCoW method, I prioritized features most critical to improving the user experience:
Must-Haves:
- Edit personal information
- View/update billing & shipping info
- Manage and adjust subscriptions
- Access order history and invoices
Should-Haves & Could-Haves were documented for future dashboard iterations.
IA & User Flow
To reduce overwhelm and enhance clarity, I restructured the dashboard into three clear sections:
Manage Subscriptions – View and edit active subscriptions, product selections, delivery schedules
Order History – View all past transactions (one-time and subscription), invoices, tracking, and billing detailsAccount Details – Update personal info, payment methods, shipping addresses, and login credentials
The Solution
The redesigned dashboard delivered a clean, intuitive experience aligned with Queen V’s brand voice and visual identity. By improving usability and empowering users with self-service tools, we reduced operational strain and increased conversions.
Impact (after 1 month live):
- 18% increase in product subscriptions
- 32% decrease in customer service inquiries
Product Design
Queen V Account Portal
My Contributions
I led the end-to-end redesign of Queen V’s account portal, including UX audit, customer journey mapping, feature prioritization, and dashboard architecture. I delivered a more intuitive, on-brand experience that empowered users to self-manage subscriptions, resulting in increased conversions and reduced support calls.
Role
UI/UX Designer, Brandable, Inc.
2019-2020
Beverly Hills, CA
Services
Customer Journey, User Flows, Feature Prioritization, UI Designs, Ecommerce Site on Shopify
Discovery & Design Audit
About Queen V
Queen V is a bold and empowering feminine wellness brand on a mission to reduce the stigma around vaginal health. Known for its cheeky tone and vibrant color palette, Queen V delivers high-quality products made from better-for-you ingredients that resonate with women of all ages.
The Challenge
Nearly two years after launch, Queen V’s account dashboard, powered by Shopify, was finally activated. However, it relied on default Bootstrap styling and lacked brand consistency, clear functionality, and intuitive UX. This led to high volumes of customer service calls related to account management.
I was tasked with:
- Auditing the existing interface
- Improving usability and visual appeal
- Enhancing self-service capabilities
- Reducing reliance on customer support
Design Audit
I began with a full audit of the manage account flow, evaluating its usability and comparing it to leading ecommerce dashboards. Key issues uncovered:
1. Personal Information – No way to update personal details; new addresses were added with each order2. Cancel Subscription – No upfront costs meant users could cancel freely; multiple redundant controls created friction3. Order History – Lacked invoice details or easy reordering4. Billing Info – Center-aligned layout clashed with site styling5. Delivery Schedule – No clarity on subscription frequency or upcoming order dates6. Add Items – Tabs used unclear language; filters lacked context
Research & Data
Customer Journey Insights
Although the dashboard was new, user pain points weren’t. I met with analytics and customer support teams to identify common friction points:Oversupply – Users frequently received too much of one item (e.g. Essentials Kit) due to differing usage ratesAccount Confusion – Before the dashboard, users had to call support to cancel, update, or inquire about subscriptions, draining company resources and frustrating customersAdditional insights gathered:
Feature Prioritization
Using the MoSCoW method, I prioritized features most critical to improving the user experience:
Must-Haves:
- Edit personal information
- View/update billing & shipping info
- Manage and adjust subscriptions
- Access order history and invoices
Should-Haves & Could-Haves were documented for future dashboard iterations.
IA & User Flow
To reduce overwhelm and enhance clarity, I restructured the dashboard into three clear sections:
Manage Subscriptions – View and edit active subscriptions, product selections, delivery schedules
Order History – View all past transactions (one-time and subscription), invoices, tracking, and billing detailsAccount Details – Update personal info, payment methods, shipping addresses, and login credentials
The Solution
The redesigned dashboard delivered a clean, intuitive experience aligned with Queen V’s brand voice and visual identity. By improving usability and empowering users with self-service tools, we reduced operational strain and increased conversions.
Impact (after 1 month live):
- 18% increase in product subscriptions
- 32% decrease in customer service inquiries
Product Design
Queen V Account Portal
My Contributions
I led the end-to-end redesign of Queen V’s account portal, including UX audit, customer journey mapping, feature prioritization, and dashboard architecture. I delivered a more intuitive, on-brand experience that empowered users to self-manage subscriptions, resulting in increased conversions and reduced support calls.
Role
UI/UX Designer, Brandable, Inc.
2019-2020
Beverly Hills, CA
Services
Customer Journey, User Flows, Feature Prioritization, UI Designs, Ecommerce Site on Shopify
Discovery & Design Audit
About Queen V
Queen V is a bold and empowering feminine wellness brand on a mission to reduce the stigma around vaginal health. Known for its cheeky tone and vibrant color palette, Queen V delivers high-quality products made from better-for-you ingredients that resonate with women of all ages.
The Challenge
Nearly two years after launch, Queen V’s account dashboard, powered by Shopify, was finally activated. However, it relied on default Bootstrap styling and lacked brand consistency, clear functionality, and intuitive UX. This led to high volumes of customer service calls related to account management.
I was tasked with:
- Auditing the existing interface
- Improving usability and visual appeal
- Enhancing self-service capabilities
- Reducing reliance on customer support
Design Audit
I began with a full audit of the manage account flow, evaluating its usability and comparing it to leading ecommerce dashboards. Key issues uncovered:
1. Personal Information – No way to update personal details; new addresses were added with each order2. Cancel Subscription – No upfront costs meant users could cancel freely; multiple redundant controls created friction3. Order History – Lacked invoice details or easy reordering4. Billing Info – Center-aligned layout clashed with site styling5. Delivery Schedule – No clarity on subscription frequency or upcoming order dates6. Add Items – Tabs used unclear language; filters lacked context
Research & Data
Customer Journey Insights
Although the dashboard was new, user pain points weren’t. I met with analytics and customer support teams to identify common friction points:Oversupply – Users frequently received too much of one item (e.g. Essentials Kit) due to differing usage ratesAccount Confusion – Before the dashboard, users had to call support to cancel, update, or inquire about subscriptions, draining company resources and frustrating customersAdditional insights gathered:
Feature Prioritization
Using the MoSCoW method, I prioritized features most critical to improving the user experience:
Must-Haves:
- Edit personal information
- View/update billing & shipping info
- Manage and adjust subscriptions
- Access order history and invoices
Should-Haves & Could-Haves were documented for future dashboard iterations.
IA & User Flow
To reduce overwhelm and enhance clarity, I restructured the dashboard into three clear sections:
Manage Subscriptions – View and edit active subscriptions, product selections, delivery schedules
Order History – View all past transactions (one-time and subscription), invoices, tracking, and billing detailsAccount Details – Update personal info, payment methods, shipping addresses, and login credentials
The Solution
The redesigned dashboard delivered a clean, intuitive experience aligned with Queen V’s brand voice and visual identity. By improving usability and empowering users with self-service tools, we reduced operational strain and increased conversions.
Impact (after 1 month live):
- 18% increase in product subscriptions
- 32% decrease in customer service inquiries