Emily Yeh

Problem

Checkout was tuned through endless A/B tests on a guest flow; conversion had plateaued.

Insight

Fullstory behavioral analysis and SQL cohort work showed logged-in checkouts converted ~50% higher than guest. The lever was identity, not another button test.

Decision

Championed a strategy pivot from A/B-tested guest checkout to a 1-click, logged-in checkout, and brought leadership along.

Outcome

Shifting traffic to logged-in checkouts lifted overall checkout conversion ~10%, with logged-in converting 50% higher than guest.

Problem

Every merchant had its own siloed accounts, so shoppers re-registered everywhere and drop-off was high.

Insight

A shared identity network across merchants could make sign-in 1-click and lift trust and approvals at once.

Decision

Built Bolt ID 0-1, a universal identity and verification layer across the merchant network, and redesigned registration with embedded phone-based auth.

Outcome

Grew account activation from 2% to 70% across a 10M+ user network, where account holders are 15% more likely to make repeat purchases than guest shoppers, and reduced fraud while raising payment approvals.

Problem

Mortgage-servicing operations ran on rigid, hard-coded processes and a generic helpdesk, so changing a workflow meant an engineering project and agents worked out of a tool that did not fit servicing.

Insight

If the work were modeled as composable servicing primitives, operations teams could configure their own automated and human steps (and AI-driven ones later) without waiting on engineering.

Decision

Designed and shipped a no-code workflow-orchestration layer and a task-management system built on those primitives, owned from customer discovery through company-wide rollout.

Outcome

Task management replaced the incumbent helpdesk (Zendesk) and reached 200 support agents across 15+ teams.

Problem

Nonprofits run on volunteers but manage them with a patchwork of spreadsheets, paper sign-up sheets, and email. Applications, scheduling, training, and attendance each lived somewhere different, so volunteer managers had no system of record.

Insight

Volunteers bring goodwill but limited time, so they only contribute well when the work comes with clear instructions, concrete goals, and timelines. Nonprofits, in turn, have to report volunteer hours for grant applications and rarely have an easy way to track them.

Decision

Built a 0-1 lifecycle platform rather than a static database: volunteer portals for instructions, training, and scheduling, manager dashboards for program performance and volunteer-hour reporting, and internal growth tooling, including metrics, support tools, and an A/B testing platform to track feature performance and monitor user behavior.

Outcome

Supported 15K+ volunteer sessions across nonprofit programs.