Kara Henry

Selected work

Portfolio

A few of the problems I've untangled: what was messy, what I actually did about it, and what changed as a result. Most of this work lives behind a login, so the visuals are real screens with demo data, plus a few recreations.

New product definition

A Winner's Portal Built to Delete the Worst Step in the Process

A new product defined from operational pain, designed to replace about 10 person-weeks (roughly 400 staff hours) of manual work every year

Read the case study →

Program consolidation

Merging Three Award Programs Without Losing Brand Equity

One unified awards structure across different survey products, designed to keep its standards and its long-time winners

Read the case study →

Customer enablement

Teaching Home Care Agencies to Reach for Self-Service First

Self-guided onboarding that reduced one-on-one training sessions by 20% in 8 months

Read the case study →

Customer experience

Putting the Whole Customer Relationship on One Page

A shared customer journey map that gave every team the same picture and smoothed handoffs between them

Read the case study →

Help content and product feedback

Putting Answers Where People Get Stuck

Help center traffic up 8x, alongside a churn drop from 9% to 3.4% over 12 months

Read the case study →

Product discovery

The Survey That Wasn't There

How help center searches exposed a missing empty state, one of about 20 tickets I wrote while moving into the Product Owner role for Retain

Read the case study →

Beyond product

Creative work

Before product, I spent years in graphic design, web, and writing, and I still use those muscles every chance I get.

Purple lupine on a mountainside above a valley, with cliffs and a patch of glacier in the distance Humor essay I Climbed Mount Timpanogos Fourteen miles, nearly 4,800 feet of elevation gain, one bowl of Cocoa Puffs, and at least nine mistakes. Read it → First page of the Badgering for Books magazine feature, with a stack of books under a pair of feet Magazine feature Badgering for Books A five-page feature on raising kids who love to read, which I researched, wrote, and laid out myself. Read it → Black throw pillow with diagonal gold stitching and an arrow left unstitched in the center Craft tutorial Negative Image Pillow A sewing tutorial from my craft blog: stitch the stripes, skip the shape, and let the empty space do the talking. Read it →