Los Angeles, CA
Senior Product Designer
I design self-service experiences for enterprise products — payments, billing, and account management used by millions of customers.
Previously at Salesforce and WM. Currently Senior Product Designer at Airgas, an Air Liquide company.
Selected Work
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Product design · B2B payments
Airgas Autopay
Self-service autopay enrollment for guest and authenticated customers, replacing a manual mail-and-fax SAP process. 10,000 accounts enrolled in the first month; 90% of started enrollments were completed.
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Product design · B2B payments
Airgas One Time Payment
Guest invoice payment without login — designed around the trade-off between convenience and payment-abuse risk. $368,744 processed in the first month.
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Product design · Self-service dashboard
WM Customer Dashboard
Redesign of the residential and commercial account dashboard for WM, which serves 20M+ customers across North America — built to move service-status and billing questions out of an overloaded call center and into self-service.
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Service design · Internal tools
Salesforce Global Traction Toolkit
A guest check-in resource hub adopted across 67 Salesforce offices in 28 countries — the process owner reports receiving about a quarter of the check-in questions she used to.
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UX design · Internal tools
Salesforce GSA Toolkit
Research-driven redesign of the resource site HQ ambassadors depend on daily — two tested iterations replacing a site our research found most ambassadors couldn’t use.
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Chrome extension · Design sprint
Chrome Focus Window
A focus-session concept for the browser — silence notifications, organize tabs by subject — from a four-week design sprint sponsored by Google’s Digital Wellbeing team.
About
I’m Olive Brown, a senior product designer based in Los Angeles, CA.
For the past four years I’ve designed self-service experiences inside large enterprise organizations — the kind of products where the design work is shaped as much by legacy systems, payment risk, and cross-functional constraints as by the user need. At Airgas (an Air Liquide company) I own the design of customer payments self-service, including Autopay and One Time Payment. Before that I redesigned WM’s customer account dashboard, and earlier I built internal operations tooling at Salesforce supporting offices in 28 countries.
How I work: I’m usually the only designer on my product team, which means I own the problem end to end — framing it with the PM, negotiating feasibility with engineering, and being accountable for what ships. The case studies here are written around the decisions that shaped each product, because that’s the work.