Well, hello there.
So happy you stopped by.
Let’s jump in.
“I believe that effective leadership is critical as we navigate design challenges.”
On Day One...
I will maintain my commitment to elevating design quality, clarity, and impact, intensifying my focus to deliver even more refined and effective results.
I will comprehend business objectives thoroughly by actively engaging with stakeholders and gaining a deep understanding of the overall, holistic picture.
Establish and maintain strong, positive relationships with all partners to ensure effective collaboration and mutual success.
I will maintain consistent efforts over time and actively seek out new opportunities that offer potential for scalability and sustained growth.
I will foster strong cohesion among team members to effectively promote greater agility and enhanced efficiency in crafting engaging and innovative commerce experiences.
I will prioritize user-centricity by always putting the user's needs first, often imagining my mom as the primary user to better understand their perspective.
I will cultivate an environment where design consistently collaborates closely and effectively with both product and engineering teams.
Why I’m a great fit for your team
I lead a team that creates, embraces, and executes top tier e-Commerce telecom products focused on people by combining design, strategy, and technology.
With over 25 years of design experience, I have guided all kinds of diverse teams, always focusing on understanding others and staying agile. I value strong connections with my team to support their mental health in uncertain work environments.
What you can expect everyday
Besides consistent dedication to meeting deadlines and exceeding expectations:
Proactive communication and collaboration with team members
Efficient management of tasks to maximize productivity
Adaptability to new challenges and willingness to learn
Attention to detail ensuring high-quality results
Positive attitude fostering a supportive work environment
Commitment to continuous improvement and professional growth
Bringing these strengths to your team means not just meeting goals, but driving success forward every day.
Case Study
Transforming the Add-A-Line (AAL) Experience in T-Life
Let’s explore the strategies and changes implemented to achieve this improvement.
v10.4
Laying the Foundation
Launched native Add-a-Voice line with phone purchases
Established the baseline experience for comparison
Impact: Enabled end-to-end native AAL experience for phones
v10.5:
Smartwatches & Tablets + UX Redesign
Introduced full native flow for smartwatches & tablets
Exposed full rate plan options (paired/standalone)
v10.6:
Payment Integration with T-Mobile Wallet
Enabled stored payment method selection during AAL and upgrades
v10.6:
Payment Integration with T-Mobile Wallet
Enabled stored payment method selection during AAL and upgrades
v10.7:
Optimization + Performance Metrics
Cart-to-order conversion improved to 19.8% (from 12.7%)
Accessories attach rate reached 14.2%
v10.8–10.9:
New Product Types + Business Segment
Expanded AAL to Hotspot & IoT devices
Piloted for TFB Micro (business users)
Let’s go back to the beginning…
My team started in version 10.4 with a native voice line flow for phone purchases. It was a basic but scalable foundation that led to future work. As Manager and Principal lead, I handled resources, met with the product team to set timelines, and aligned with my VP on business goals. It’s about more than just design.
In version 10.5, my team introduced a native flow for smartwatches and tablets. We gave users visibility into all available plans—paired, standalone—and dramatically simplified the selection path.
And the results? A 64% lift in conversion, and over 100,000 new orders through T-Life. This was a major moment.
In version 10.6, my team brought in stored payment methods through T-Mobile Wallet. Users could now use saved cards across both AAL and upgrade flows.
For AAL, that drove a 75% conversion rate for users who used stored payment—nearly 30% of orders now complete this way.
By version 10.7, my teams focus shifted to performance tuning. We saw conversion jump again—from 12.7% up to nearly 20%. Accessory attach rate hit 14%, adding monetization opportunities without adding friction.
With versions 10.8 and 10.9, I led the team to scale the flow to support hotspots, IoT devices, and even a tailored version for TFB Micro business users. We held strong conversion, even across these new audiences—proving the system was extensible, not just efficient.
And behind the scenes, I partnered with product, research, engineering to tell the story of this impact. We used conversion deltas, order volume, and attach rate growth to gain buy-in and extend investment all within the design releases
Ultimately, this wasn’t just about better UX—it was about building a high-performing, scalable funnel that added real business value.
Over 100,000 incremental orders, a +55% lift in conversion, and a user experience that’s now driving impact across both consumer and business segments.
For me, this was about more than product optimization—it was about aligning teams, designing with intent, and turning friction into flow.
Let's be honest, nothing is smooth here, timelines get moved, hand-offs aren't really handoff's, siloed conversations happen and I can't be everywhere at once. We have a very non-traditional design process and I'm really good at jumping in and nipping things in the butt. All of this requires collaboration and I'm at the core.
This experience is performing—and performing well.
But we’re not done. Like any strong product, it’s evolving with our users, our data, and our ambition.
It doesn't stop here. My team is ready to hand off Multiline Mixed Transactions in 11.3, where you can have an upgrade and a new line all in one cart. This work helped evolve our prospect flows as well, giving us a leg up in what is performing well and establishing similar patterns and interactions within the two customers.
IC growth, Associate to Sr. Product Designer
Case Study
My leadership skills that contribute to my IC’s career growth: Meet Jatin Gupta
In the first few months as his manager, he had many goals and ambitions but lacked clear direction due to poor past management. It took some time to see how he learns and works toward his personal goals. Eventually, we found a rhythm, setting action items for each meeting and timelines for longer tasks, ensuring he stayed focused on his work and its purpose. In just six months, we had completed a few goals, including getting on a track to senior designer.
Peer Recognition
Jatin is consistently celebrated by his peers and cross-functional collaborators guided by my leadership:
Two Digital Team Awards (Innovation & Inclusivity)
Jatin is consistently celebrated by his peers and cross-functional collaborators
Named on a patent for accessible source code and virtual assistant invocation
Regular recognition in our Appreciation Zone and a PEAK Award nomination
Encouraging Collaboration
This growth was fostered through:
Twice-weekly team syncs that I host to encourage open conversation and knowledge sharing
Helping him prioritize time into his day to build relationships with his partners to build trust
I continuously nurtured him through design rituals and inclusive dialogue
Driving the Story
This evolution came through:
Early coaching on structuring context before execution
Reinforcement of audience-first storytelling in our 1:1s
Completion of both the T-Mobile Storytelling Program and NNG’s Designing Influence course in 2024 based on my direction & expertise
Leadership & Proactivity
This impact is a reflection of months of structured growth:
Consistent 1:1s with goal tracking and action planning over months and months
Accountability rituals to ensure momentum
Defining gaps as a designer and helping him find opportunities to sharpen that new tool
Results
Top Strengths Developed
Comfortable with uncertainty
Takes initiative to solve problems
Clear and strategic communicator
Examples of Leadership
Shares knowledge across teams
Supports design growth and systems thinking
Impact on the Team
Built stronger trust between teams
Improved design quality, speed, and innovation
Elevated design culture through leadership, mentoring, and visibility
His accolades are largely a byproduct of increased visibility, but they are not the sole or exclusive growth paths I intentionally championed for him and across my entire team.
As I look ahead in my next role, my north star stays the same:
build great teams, keep mentoring & coaching, continue to create meaningful experiences, and lead with purpose.
“
365 days a year
Future Vision & Industry Trends
The Future of Design Teams
we will need to adapt faster than ever—blending craft with systems, creative thinking with AI fluency, and storytelling with business acumen. My role is to guide that evolution by building skills and mindsets, not just teams.
Influencing Upward
One of the most underrated skills in design leadership is influence. I use storytelling, data, and user insights to communicate impact. It’s not just about what we’re building—it’s why it matters. I help stakeholders see design as a strategic partner, not a service function.
New Ways of Working
(esp. AI & Automation)
Tools like AI are here—not to replace design thinking, but to amplify it. I’m curious about how we can leverage automation to reduce friction and free up designers for more strategic and creative work.
Trend Awareness
Design is evolving fast. From AI-driven tools to systems thinking and inclusive design practices, we're seeing a major shift in what’s expected of product design. Our work now demands agility, literacy in data, and a deeper understanding of human+machine interaction.
What people are saying
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Kathy Thompson
Manager, Product Design at T-Mobile
“From day one, Karen impressed me with her strategic thinking and ability to solve complex challenges. Her knack for blending analytical skills with creative insights has helped us not only meet our goals but often exceed them. She is an integral member of the team.
What really sets Karen apart is her collaborative spirit. She listens to and values everyone’s input, creating an environment where ideas flow freely, and everyone feels supported. Karen’s approachable nature and willingness to go above and beyond make her a trusted teammate and a true asset to any team. Karen has been essential to my success at T-Mobile, and I highly recommend her to any company looking for a strong design leader.” -
Jatin Gupta
Sr. Product Designer at T-Mobile
Under her leadership, I was promoted to Senior Designer and received multiple awards for producing high-quality work. Karen helped me visualize and track my progress, which was a game-changer in how I approached my career. She encouraged me to prepare for performance reviews early, making the entire process far more meaningful and less stressful. Beyond that, she provided thoughtful feedback at a regular cadence, pushed me to step outside my comfort zone, and championed my growth in ways I hadn’t expected.
She fostered a personable, collaborative team culture where everyone felt comfortable approaching one another, creating genuine camaraderie. At the same time, she advocated for us—working with design program managers to streamline meetings so designers had more focus time for high-quality work.
I can’t say enough good things about Karen as a manager. She is a thoughtful leader, a strong advocate for her team, and I know she will excel wherever she goes. -
Taj Whitesell
Sr Manager, Content Design at T-Mobile
“I had the pleasure of working with Karen during our time at T-Mobile, where she demonstrated exceptional leadership as a Manager for Product Design. Leading her team on postpaid and prepaid e-commerce initiatives, Karen consistently drove fast results and fostered a collaborative environment. Her partnership with my content design team made our work much easier, and her ability to strategize and execute complex projects was always impressive.”
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Sneha Joshi
Sr Product Designer at T-Mobile
“Karen is committed to her team's professional growth, encouraged me to showcase my best skills. On multiple high-impact projects, I valued her support in helping me push back on poor UX decisions as well strongly advocate for a user-first approach.”