Nichelle Song

Senior Product Designer (UX Designer II)

• Sole designer for Amazon's internal IT support ecosystem serving 4M+ employees, owning UX end to end across multiple products, from ambiguous problem through research and design to implementation.
• Designed and independently front-end-built (React) a zero-to-one AI knowledge “flywheel” that scans chat, ticket, and chatbot support history to surface where content writers should focus, with every suggestion traceable to its evidence and a human owning what ships; now being built into a production tool.
• Established reusable AI interaction patterns, standards for how AI explains its reasoning, signals confidence, cites sources, hands off to humans, and recovers from errors honestly, adopted across Amazon IT's AI products.
• Led a permission-aware search and knowledge-discovery experience that unified two separate portals into one, launching to 1.6M employees so each audience surfaces the most relevant content for their access level.
• Designed and prototyped in code (React + Cloudscape, built with Claude Code) DocHub, an AI-powered product that unifies search and editing across Word, Quip, and other internal document systems.
• Led the UX review of fingerprint sign-in for Midway, Amazon's employee authentication portal, for a partner team with no embedded designer, producing 14 prioritized findings and redesigned enrollment, error, and management states; launching December 2026.
• Led migration strategy for 3,000+ knowledge articles, with roadmap planning to scale to 10,000+, and drove WCAG 2.1 AA accessibility as launch-blocking criteria across the platform.
• Partner with 4 PMs, 4 TPMs, and 20+ engineers, and present research and recommendations to VP-level leadership to shape product direction.

UX Designer II, UX Designer I

• Led design and research for A to Z Careers, the end-to-end iOS and Android experience for Amazon's 1M+ hourly employees, reframing scattered resources into one journey from discovery through action; now live across the US with ~160K monthly users and a 4.5/5 usefulness rating.
• Led the discovery experience for a career-development marketplace, unifying 17+ fragmented programs into one catalog so 1M+ employees could find and act on growth opportunities; validated the direction with an A/B test and launched in 2023.
• Defined the North Star vision for Amazon Learn, launched globally to corporate and frontline employees, aligning stakeholders across learning, career development, and training organizations around a shared long-term strategy.
• Designed enterprise learning experiences supporting 40K administrators who deliver 9.67M annual training assignments to 3.4M learners, consolidating 5+ legacy systems into one platform and contributing to $10M+ in operational savings.
• Sole designer for Groups, Quiz, Media Player, and Content Authoring, from discovery through launch, partnering with product and engineering to define both strategy and execution.
• Designed both sides of a news and notifications platform: the admin authoring, targeting, and publishing workflow and the employee reading, email, and notification experience.
• Conducted contextual field research with frontline fulfillment-center workers that informed launch decisions and roadmap investments, and mentored interns and junior designers toward successful full-time conversions.

UX Designer I

• Owned the redesign of seller CRM workflows on Salesforce's Lightning Design System (SLDS), supporting 40K+ AWS sellers from lead creation through opportunity management.
• Simplified complex contact-management workflows by eliminating unnecessary steps and improving task efficiency for high-volume sales teams.
• Designed dashboards, reporting, and data visualization that helped sellers prioritize which customers to follow up with.
• Influenced prioritization through customer research and usability testing; partnered with 8 PMs and 40+ engineers and supported migration to a modernized seller platform with 100% adoption.

Product Designer

• Redesigned Microsoft Remote Desktop across desktop, web, and mobile (iOS and Android), auditing experience inconsistencies and crafting a unified concept on Microsoft's Fluent Design System, validated through usability testing with the research team.
• Shipped the first version of the Windows Virtual Desktop monitoring and diagnostics interface, enabling IT admins to detect and resolve end-user session errors in real time.
• Designed Microsoft Teams experiences for the healthcare sector, supporting go-to-market efforts to bring the product to health-industry clients.

UX Designer

• Designed patient-facing iOS and Android apps for virtual care and scheduling, using competitive analysis and rapid iteration to increase successful virtual-visit rates by 20%.
• Designed a visit cost-estimation experience using optical character recognition (OCR) to auto-read patients' insurance cards, cutting manual entry.
• Informed the new brand-system homepage launch through Google Analytics and user interviews, grounding design in real user needs and behavior.
• Ran design QA with engineers to reduce design debt and brought stakeholders into the process to advocate for patients.

University of Washington, M.S. Human Centered Design & Engineering

University of Washington, B.S. Informatics (Human-Computer Interaction)