Susan is a Senior Product Designer at Gladly, the customer support platform helping leading companies like Crate and Barrel, Rothy’s, and JetBlue provide more personalized customer experiences. Susan joined the Gladly team as one of their first designers, playing an integral role in leading the design of the platform, as well as growing the company and cultivating the design team.
Outside of Gladly, Susan is a serial entrepreneur, co-founding a drone startup (backed by Lightspeed Ventures), food truck Buddha Bing, and tea company Standstill (which has launched popups across the globe, including Paris and renowned music and arts festival Coachella). During the pandemic, Susan also led the design at Frontline Foods, a non-profit helping small business owners deliver food to frontline healthcare workers across the US, now owned by World Central Kitchen.
"How to influence product decisions by leveraging design debt— In today's tech world, achieving success is reliant on many factors - revenue, customer engagement, tech effort, and others. As designers we've found it's sometimes difficult to influence product decisions, and our products pay later down the line. We call this concept design debt, and we'll discuss how to identify the risk early, mitigate it, and ultimately influence product decisions."