Hi, I’m Johnny Terlaje. I have been crafting seamless digital experiences for over a decade in billing, cybersecurity, e-commerce, and SaaS.
🟢 Open to work | 🧰 Multidisciplinary designer | 🔬 Versatile researcher
Showcase
Simplifying the Bill Experience and Doubling Monthly Traffic
🧑🎨 Lead product designer | 🗓️ 2024 - 2025 | 👥 1-person cross-functional team • 3 stakeholders
B2C • BILLING • PRODUCT STRATEGYOverview
Redesigned T-Mobile’s billing experience to improve transparency, reduce customer confusion, and lower support calls. Conducted user research, identified key pain points, and implemented data-driven solutions to enhance usability, self-service capabilities, and user trust.
Key outcomes
Demonstrated impact of UX-led improvements, influencing leadership to prioritize billing simplification in roadmap
Significantly reduced billing-related support calls by improving bill clarity and self-service options by 8%
Increased user confidence and satisfaction, with usability tests confirming higher comprehension of charges, payments, and promotions
Validated new bill presentation approach through qualitative research, leading to a category-based breakdown that most users preferred over traditional line-by-line views
Established a scalable UX framework for billing transparency, shaping future billing and account management enhancements
Turning Salesforce from a Sales Prevention Tool into a Sales Acceleration Machine
🧑🎨 Lead product designer | 🗓️ 2020 - 2021 | 👥 Scaled team from 1 to 4 designers • 4 stakeholders
B2B • CRM • DESIGN STRATEGYOverview
Led the transformation of a fragmented and inefficient Salesforce integration into a seamless, data-driven system by conducting user research, identifying key pain points, and implementing strategic UX improvements to enhance sales team productivity and lead conversion.
Key outcomes
Secured executive commitment for a dedicated development team by demonstrating product viability and operational impact.
Increased user adoption and improved task completion efficiency for sales representatives.
Reduced customer support response times by improving overall user satisfaction.
Validated UX solutions with usability tests, ensuring alignment with user needs and business objectives.
Established a scalable, research-driven framework for continuous improvement in Salesforce workflows.
Redefining security workflows with streamlined reporting and better insights
🧑🎨 Lead UX designer | 🗓️ 2019 - 2020 | 👥 1-person cross-functional team • 2 stakeholders
B2B • CYBERSECURITY • DESIGN STRATEGYOverview
Evolved the Microsoft Security Research Center portal from an MVP to a viable solution by conducting user research, pinpointing workflow inefficiencies, and implementing user-focused enhancements to streamline security vulnerability reporting and increase engagement among security researchers.
Key outcomes
Demonstrated the portal’s effectiveness, helping to secure additional resources and prioritization from key stakeholders
Achieved a 50% portal adoption rate, with an increase in reported vulnerabilities
Improved researcher retention by simplifying submission workflows and reducing the reliance on email-based processes
Validated design decisions through usability testing with target audiences
Established a user-centered, scalable approach to ongoing portal improvements and future feature releases
Navigating Limitations to Create a Better Cruise Search Experience
🧑🎨 Mid-Level UX designer | 🗓️ 2018 - 2019 | 👥 2-person core team • 2 stakeholders
B2C • TRAVEL • PRODUCT STRATEGYOverview
Faced with tight timelines and a lean budget, I had to think fast. Kicking off the project with my product manager, I tapped into our research team and struck gold—an in-home user study that had been sitting unused. Leveraging existing insights, I streamlined our approach, focusing on pain points that mattered most to travelers searching for their perfect cruise.
Key outcomes
Maximized existing research, saving time and resources while uncovering key user behaviors
Redesigned the cruise search experience, improving itinerary visibility and reducing friction in the booking flow
Boosted user engagement, leading to a 7% increase in funnel progression (3% on mobile)
Validated the solution through usability tests, refining the design before launch
Set the foundation for data-driven iteration, influencing future releases and design decisions
Archive
Thanks for visiting! 🙂
Available for full-time or project-based work — remote or on-site in the Pacific Northwest, USA.
Reach out for work inquiries, collaborations, or even a coffee chat!