Work

The Photographer's Journey >
Researched photographers' pain points, then used AI to design a smartphone app proposal and prototype.

Eat well. Spend wisely. >
Assessed why healthy, budget meal planning stays out of reach, then used AI to test whether matching weekly grocery deals to recipes could close that gap.

Reduce chat wait times >
Scoped and designed an AI-enabled customer service tool with custom UI to cut resolution times by 1–2 minutes per interaction.

Increase spend awareness >
Admins lacked a comprehensive view of their company's expenses because corporate card data lived outside the main platform. The call was surfacing visibility now versus waiting for full workflow integration.

Reduce insurance lapses >
Uncovered why flood policies were lapsing and prioritized the one journey that would move the number fastest, reducing payment lapses by 15%.

Optimize payment flow >
Assessed which friction points cost the most bookings, then resolved a real tension between conversion and credit-card acquisition through testing rather than opinion.

Increase hotel awareness >
Pin-pointed guest dissatisfaction with using their award points, then used research to overturn my initial design hypothesis once it was shown to block comparison.

Increase mobile traffic >
Identified why the separate mobile site was failing guests, then used informal user testing to decide which booking tasks to fix first rather than rebuilding the entire site responsively at once.

Standardize design components >
Evaluated which patterns were worth standardizing versus one-offs, unifying the product experience and accelerating engineering delivery.

Maximize the hotel experience >
Recognized why guests couldn't discover Add-ons, then chose the one journey worth shipping first given inventory and technical constraints.

The Hyatt App >
Diagnosed the specific friction points in hotel check-in and room service. Then validated each fix directly with guests waiting in the lobby, not just in a conference room.