TickIt: Asurion Complaints Management

Role: Sole UX Designer & Researcher

I conducted continuous user research to identify pain points within the existing complaints system and areas of opportunity for the new solution. In collaboration with the development team, I designed a comprehensive complaints management platform that enabled agents at a multinational insurance company to manage, track, and resolve customer complaints.

Outcome:

  • 70% reduction in complaints escalations.

  • 35% reduction in overall agent workload.

  • 49% reduction in complaint response time.

  • Usability score of 92/100.

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Nationwide: Life Essentials

Role: UX Consulting & Research

I worked with Nationwide and partners to deliver a best-in-class direct-to-consumer life insurance quoting and binding experience. My role involved in-depth user interviews with consumers to better understand their wants and needs, a broad analysis of digital experiences across the life space, and direction on user experience best practices.

Outcome:

  • Awarded best no-exam life insurance by Money.com

  • Increased number of monthly quotes and binds on Nationwide.com

  • Reduced the average time It took a customer to get a quote

Canon Americas Lab

Role: Program strategy | UX Design | Brand development

Since the earliest stages of the Canon Americas Lab project, I’ve been deeply involved in transforming a concept on paper into a real world innovation incubator. My work has spanned multiple dimensions: crafting a robust strategy, executing both digital and physical initiatives, and designing user experiences that resonate.

From defining the program’s brand story, identity, and vision to ensuring its voice connects with the right audiences, I’ve played a key role in building a foundation for growth and creativity. By blending strategy with execution, I’ve helped bring this exciting project to life, turning an idea into tangible real world innovation incubator.

Outcome:

  • Launched at CES.

Canon: AMLOS Camera System

Role: Sole UX designer & Lead User Researcher

Using a human-centered approach to design, I helped the team at Canon USA bring the AMLOS camera system concept to reality. The system allows multiple remote users to control a customizable view of any room equipped with a single AMLOS camera.

The team successfully launched the product at CES 2022 in partnership with Hollywood actor Joseph Gordon-Levitt and his media platform HitRecord. The team returned in 2023 to showcase how director M Night Shyamalan could use the software in an immersive movie experience.

Outcome:

  • Info Comm Best of Show 2020

  • Info Comm Best of Show 2022

  • Production Hub Award of Excellence 2022

  • CES Best of Innovation 2023

Gulfstream Aerospace: G400 Virtual Tour

Role: UX Designer & Design Thinking Facilitator

I helped the marketing team at Gulfstream Aerospace, one of the worlds leading private jet manufacturers, come together and reimagine how their global sales team could showcase the latest addition to their fleet, the G4OO. With prospective buyers worldwide, the team wanted to create an elegant digital solution that would showcase the aircraft in an engaging and immersive way.

After a period of initial discovery and taking the team through a design thinking workshop to explore possibilities, I worked closely with a lead developer to design and prototype an iPad experience that met the needs of the team, enabling them to showcase every aspect of this ground breaking aircraft.

UbreakiFix: Store of the Future

Role: Design Researcher | Workshop Facilitator | Design Strategist

Alongside another design researcher, I devised several co-creation labs that we executed in cities across The United States to understand consumer needs better and inform the future design on UbreakiFix Stores.

We worked with consumers, technicians, and franchisees to gain a complete understanding of their needs. We then synthesized those insights to deliver guiding design principles that helped shape the physical layout of all UbreakiFix stores nationwide.

Outcome:

  • Launched a new design system for uBreakiFix stores nationwide.

  • Successfully opened a newly designed flagship store in the Chicago area.

Asurion Photos

Role: UX Researcher | UX Designer

I developed and facilitated a series of design discovery workshops with people all over the United States. We learned about people's relationship to digital images and the mental models surrounding editing and printing photos.

Alongside a group of designers, I distilled the findings into insights and validated those with a series of quantitive research methods. Once validated, I then helped design the UI for the initial pilot of the Asurion Photos Expert Edit service, ensuring that the final experiences spoke to what we heard in our discovery workshops.

Outcome:

  • The team successfully launched and completed a number of live and asynchronous photo editing sessions for existing Asurion Photos customers.

Concert Window

Role: User Researcher | Product Strategist

As employee number 5 at Concert Window, I embedded myself within our community of musicians and fans and got firsthand insight into how they approached performing and viewing live-streamed shows online.

I conducted countless interviews with musicians worldwide and then implemented a strategy that enabled us to grow our monthly revenue and engagement organically to become a trusted resource, partner, and revenue stream for thousands of musicians across The US, Europe and beyond.

Outcome:

  • 3 x growth in live streams, audience, and revenue month over month.

  • Successfully launched and curated the worlds first live-stream festivals.

  • I branded and launched our iOS app, BUSK.

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Verizon Same Day Delivery & Setup

Role: UX Designer | Workshop Facilitator

I conducted a multiday design workshop with various teams across the organization to determine how Verizon would successfully deliver and activate customer devices the same day as they submitted an insurance claim. Once I aligned the teams, I worked closely with the offshore development team to deliver a seamless experience for the end customer.

Outcome:

  • We Launched an experience that has enabled Verizon to deliver over 4 million devices nationwide.

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Verizon Hum

Role: UX Designer | Product Strategist

I was part of a small team that immersed ourselves in a series of design sprints to bring new concepts to the Verizon Hum application. The goal was to increase engagement and provide added value to subscribers.

Outcome:

  • Weekly email and user validated feature set added to the app experience.

Oprah Giffrey Twitter Bot

Role: CEO | CTO | CFO | COO | LOL

Sometimes you have to build something just because you have to make it. This Twitter bot is one of those things. I created a Twitter Bot inspired by Oprah Winfrey and her love of bread. She tweets a random gif of Oprah every day and will send you bonus gifs if you tweet at her.

Outcome:

  • 30 of my friends got a giggle.

  • I got a job at a creative agency.

Asurion Mobile Claims Flow & Email Communications

Role: UX Designer | UX Content Writer

I did some mobile optimization for the Asurion claims portal to provide their customers with a more digestible overview of the details of a phone repair.

Alongside reworking the mobile experience, I wrote copy and designed an email for a campaign to encourage customers to sign up for an Asurion Tech Coach session to help them activate their new device.

Outcome:

  • We successfully doubled the team's goal before year-end of bringing 1.8 million users into the Asurion Tech Coach system through a human-centered approach to outbound communications.

Cokesbury

Role: UX Designer | Workshop Facilitator

Another designer and I worked closely with stakeholders at Cokesbury.com to redesign their e-commerce platform. After conducting an audit of their existing platform and taking the team through a two-day alignment workshop, we designed a completely new experience making it much easier for customers to navigate the site and complete purchases.

Outcome:

  • Simplified color coded navigation.

  • Reduced time on checkout page.

  • Increased page loading time.

  • Greater opportunity for product discovery

Deloitte Tax Knowledge Management

Role: UX Designer | User Researcher | Workshop Facilitator

Another designer and I took the team at Deloitte through a full-day design workshop then engaged subject matter experts in several discovery interviews.

We then designed a bespoke platform that would allow tax professionals to share knowledge globally. We worked with a development team in Europe to see it to completion. Once launched, we did continual testing with new users and made iterative changes to improve our initial release.