Kelly Mello · Product Experience Leader

Product Leadership Built for What Comes Next.

I’m a Product Management & Experience leader with extensive experience building and improving experiences across customer-facing products and enterprise platforms — including Voice & Conversational, Digital, CRM systems, service technologies, AI-enabled experiences, and operational workflows within regulated ecosystems.

About Cases Personas Assistant
About
Open to healthcare and beyond — AI platform and regulated-environment experience transfers
Kelly Mello

Hi, I’m Kelly — thanks for stopping by to learn a little more about me. Feel free to peruse my resume for a deeper look at my professional life and career, but that’s really only part of who I am.

At home, I’m a mother to a beautiful, talented daughter and twin teenage boys, and I share this full and lively life with my fiancé here in Louisville.

Beyond motherhood, I’m an avid hiker, nature lover, and devoted meditator. I find deep fulfillment in the art of creation — whether that’s baking bread, tending to my garden (vegetables, fruit, and even lion’s mane and reishi mushrooms!), or more recently, crafting cement sculptures like bird baths, pots, and garden statues. I’m always searching for new ways to express myself creatively.

I bring that same energy into my professional life. Being a nurturer and caregiver to living things has made me a dedicated, empathetic, and naturally curious person — someone who leads with creativity and a genuine desire to solve problems in meaningful ways. I operate from a place of authenticity, because I believe that’s where we all do our best work.

Case studies
3 projects
Employer details generalized to protect proprietary information
AI / 0→1
AI post-interaction summarization — reducing after-call work by ~40%
National health plan · Cloud-based member services platform
Agents spent 8–12 minutes per call manually documenting summaries across multiple systems. I defined and led delivery of a generative AI feature that analyzed call transcripts in real time and auto-populated structured notes. Key PM challenge: balancing recall against precision — too much noise and agents wouldn’t trust it. Navigated through phased piloting with agent feedback loops before full rollout.
~40% reduction in after-call work Enterprise contact center rollout Reduced multi-system context switching
~40%
Work reduction
Monetization
Billing friction redesign — seven-figure LTV impact
Large B2C health plan · Member payment experience
Churn analysis surfaced members lapsing not from dissatisfaction but from payment friction — confusing statements, limited methods, no proactive outreach. Led discovery across support call analysis and member interviews, then owned cross-functional roadmap with finance, legal, and engineering. This was fundamentally a UX problem dressed up as a revenue problem.
7-figure LTV impact Finance, legal, eng alignment Reduced preventable lapse
7-fig
LTV impact
Growth
Digital adoption initiative — 3.5% lift in underserved Medicare segment
National health plan · Omnichannel & self-service
A Medicare segment bypassed digital entirely. Standard tactics had no effect. Discovery revealed distrust wasn’t about capability — it was about confidence. Redesigned onboarding to use trusted offline touchpoints to initiate digital engagement, with in-product guidance that reduced perceived risk.
+3.5% digital adoption Mixed-method discovery Medicare beneficiary focus
3.5%
Adoption lift
User personas
3 composites
Grounded in healthcare member, agent, and administrator research. Names are fictional.
“I just want to know what I owe and when. Every time I call I get a different answer.”
MM
Maria Martinez
Medicare Advantage member · Retired · Age 68
Low digital confidencePayment anxietyHigh call volume
Goals
  • Understand benefits without calling every time
  • Pay her premium simply and on time
  • Feel confident she won’t lose coverage
Frustrations
  • Billing statements feel confusing
  • Long hold times for simple questions
  • Digital tools feel built for someone else
Behaviors
  • Calls before trying self-service
  • Pays by check or phone
  • Relies on family to interpret documents
Decision drivers
  • Trust through consistent human interaction
  • Simplicity — one clear action at a time
  • Reassurance she won’t make a mistake
“By the time I’ve pulled up their account across all the systems, we’ve already lost two minutes.”
DK
David Kim
Contact center agent · 4 years tenure · Remote
Power userTool frustratedHigh workload
Goals
  • Resolve issues on the first call
  • Get off the phone faster without sacrificing quality
  • Not worry about incomplete notes after
Frustrations
  • Context scattered across multiple systems
  • After-call work eats time for next member
  • AI tools that surface wrong answers
Behaviors
  • Builds personal cheat sheets for bad tooling
  • Escalates edge cases to avoid errors
  • Drafts notes mentally during calls
Decision drivers
  • Accuracy before speed
  • Trust comes from consistency
  • Adoption when a tool removes real pain
“I need my team on cases that need human judgment — not answering the same administrative questions all day.”
PS
Priya Shah
Health plan operations manager · Regional payer · Age 43
Economic buyerAI skepticOutcome-focused
Goals
  • Reduce inbound volume through self-service
  • Show measurable ROI on tech investments
  • Keep team on complex, high-value cases
Frustrations
  • Vendors who promise transformation, deliver complexity
  • Metrics that measure activity, not outcomes
  • Implementation timelines that slip
Behaviors
  • Reads case studies before agreeing to a demo
  • Involves ops team in evaluation
  • Sets hard success criteria before pilots
Decision drivers
  • Proven ROI from comparable environments
  • Vendor partnership quality
  • Transparency about what it won’t do
Customer journey map
Maria’s path — billing confusion → digital payment confidence
Trigger
Confusing bill arrives
Confusion
Calls — 18 min hold
Resolution
Agent resolves, explains options
First try
Tries digital with coaching
Confidence
Pays independently — calls drop
Pain: Statement confusion drives call volume Pain: No bridge phone → digital Opp: Agent-assisted digital onboarding Opp: Simplified statement design
AI tools
Live demonstrations of AI-powered PM thinking — persona generation, prioritization, and journey mapping

Product Leadership Built for What Comes Next. I help organizations move beyond incremental improvement — identifying where automation and AI unlock meaningful gains for customers and internal teams alike.

My PM philosophy: start with the human problem. AI is a tool for insight, not a shortcut for thinking.

AI persona generator

Describe any user type — Claude generates a structured, research-quality persona instantly

Building persona…
Goals
    Frustrations
      Behaviors
        Decision drivers
          Product opportunities

          AI RICE scorer

          Describe a feature — see the score and the reasoning behind every dimension

          Product context
          Primary goal
          ~15 sec · reasoning not just numbers
          Thinking through trade-offs…

          AI journey narrator

          Pick a persona and scenario — Claude narrates the end-to-end experience with friction and opportunities

          MM
          Maria Martinez
          Medicare member · Age 68
          Payment anxietyPhone-first
          DK
          David Kim
          Contact center agent
          Power userTool frustrated
          PS
          Priya Shah
          Health plan ops manager
          Economic buyerAI skeptic
          Journey type
          Stages
          ~20 sec
          Mapping the experience…
          Workflow automation lab
          Live AI tools — each saves 30–90 minutes of manual PM work
          Personal workflow. Paste a feature brief → structured PRD in seconds. Saves 45–90 min.
          Feature brief
          Product type
          Audience
          ~15 sec
          Drafting PRD…
          Generated PRD
          Personal workflow. Feature idea → role-based user stories with acceptance criteria. Ready for Jira.
          Feature idea
          Epic
          Stories
          ~12 sec
          Writing stories…
          User stories
          Personal workflow. Paste raw retro notes → structured went-well / improve / actions in seconds.
          Raw retro notes
          Sprint context (optional)
          ~10 sec
          Organizing retro…
          Retro summary
          Personal workflow. Describe your product and a competitor → frank competitive snapshot with strategic questions.
          Your product
          Competitor
          ~15 sec
          Analyzing…
          Competitive snapshot
          AI assistant
          Ask anything about Kelly’s background, PM approach, or how she thinks through product problems
          Kelly’s portfolio assistantPowered by Claude
          Hi — I’m Kelly’s portfolio assistant. Ask me about her 15+ years in healthcare PM, her work on AI-enabled platforms, or how she thinks through product problems.