FEATURED CASE STUDIES
Designed a net-new self-service reconnection experience across web and IVR, built for clarity under stress and 24/7 completion. This work aligned policy, operations, and technology to create a more predictable and accessible path back to service.
Hands-on lead — Omnichannel (Web + IVR)
Teams needed a consistent way to review and align on work. This system created a shared documentation source of truth and formalized how design, product, and stakeholders collaborate.
Hands-on lead — Design systems & internal tooling
A behavioral‑design initiative improving how customers keep their contact information current across channels. This work centered on trust, clarity, and accessibility — helping customers stay informed while reducing operational risk.
The focus here was re-architecting a fragmented payment plan activation flow into a cohesive, insight-driven funnel grounded in behavioral and accessibility best practices.
A principal exploratory case study examining how adaptive AI can support emotional presence — without judgment, optimization, or behavioral pressure.
