PlayStation Vue subscribers with dynamic IP addresses were incorrectly blocked from streaming at home, causing confusion and an increase in customer service calls. Additionally, limited viewing options outside the home offered little value to mobile users. To address these issues and improve the user experience, authentication was revamped to provide users with more flexibility and empower them with self-service options.

I partnered with the product lead to map user journeys for the authentication revamp through collaborative whiteboarding sessions. Together, we identified the least disruptive moments for essential verification checks. Partnering closely with the product manager and engineers, I refined user flows and messaging strategies to account for diverse scenarios. To bridge the gap between design and development, I established a UX review process, fostering close collaboration with internal and external engineering teams.

Sr. Product Designer
Responsible for interaction and visual design