Senior UX Designer / UX Researcher • Telecom • eCommerce • SaaS • Accessibility
Open to opportunities

I turn complex, high-risk journeys
into clear decisions and confident experiences.

I work in ambiguous problem spaces where policy, systems, and human behavior collide. I lead discovery end-to-end—from research and synthesis to high-fidelity prototypes, experiments, and executive narratives that teams can confidently ship.

Qualitative research Journey mapping Systems & edge cases Accessibility-first design Rapid prototyping Executive storytelling
Proof
Reduced escalation-driven friction and helped protect $4.5M/month by redesigning billing guardrails, decision points, and customer communications.
View selected work → Download resume
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Domains Telecom • eCommerce • SaaS • Accessibility
Deliverables High-fi prototypes • Journey maps • Design library • BRDs • Data decks • VP decks
Style Evidence → narrative → alignment
Hiring managers: this is what you’re actually getting

What I’m Hired to Solve

I lead human-centered discovery in messy, high-stakes products—then convert research into clear opportunity areas and testable prototypes so teams stop debating and start learning.

Domains SaaS • eCommerce • Telecom • Accessibility
Deliverables High-fi prototypes • Journey maps • Design library • BRDs • Data decks • VP decks
YOU GET
Actionable insights (not just quotes)
Synthesis → “so what” → opportunity strategy
YOU GET
Fast learning through experiments
Prototypes + tests → decision clarity
YOU GET
Alignment across disciplines
Workshops + frameworks + crisp storytelling

Revenue-critical journeys

Checkout • Billing • Activation • Renewals

I redesign journeys where friction becomes cart abandonment, escalations, churn, or revenue leakage. I map failure states, clarify rules, and validate improvements through research + prototype tests.

Failure states Edge cases Customer clarity
$0
risk protected
↓
escalations

SaaS complexity disguised as “UX”

Admin flows • Permissions • Data states

Many “UX issues” aren’t UI problems—they’re inconsistent rules, missing states, and unclear ownership. I translate research into guardrails, requirements, and system behaviors so outcomes stay consistent across channels.

System states Policy + UX Guardrails
0
source of truth
✓
consistent outcomes

Accessibility + trust in high-stakes flows

Inclusive design • Compliance • Confidence

I design for clarity, error recovery, and inclusive experiences—especially where customers are anxious (payments, collections, account changes). I make the “right thing” easy and the failure states safe.

WCAG-ready Error recovery Trust cues
⚡
faster alignment
→
cleaner scope
Learn how I work
If you need someone who can bridge customers + systems + stakeholders (and still ship), start here.

Selected work

Research + Strategy Projects

These aren’t “pretty UI” projects. They’re ambiguous, high-stakes problems where I led discovery, synthesized the “so what,” and helped teams choose a direction with evidence—then validated it with prototypes and experiments.

Discovery Synthesis Opportunity Areas Experiments Regulated journeys
Activation fee waiver strategy thumbnail High-stakes decision

Activation Fee Waiver Strategy

Turned a revenue + CX conflict into a decision framework leadership could act on.

What I ledDiscovery → synthesis → exec narrative
MethodsJourney research, call drivers, heuristic audit
Outcome$4.5M monthly risk reduction
Opportunity map Decision framework Experiment plan
View case study
Secure Text Secure App Communication

Secure Text

Designed a app to support users to communicate securely.

What I ledDiscovery → research → wireframing
MethodsJourney Mapping, User Interviews, Prototyping
Outcome5% Increase of confidence in customers
Opportunity map Decision framework Experiment plan
View case study
Autopay flexibility thumbnail Behavior + systems

Autopay Flexibility & Failure Recovery

Designed a safer way to let customers change autopay dates—without increasing support volume.

What I ledService blueprint + edge-case design
MethodsFailure-state analysis, prototype tests
Decision impactRules + guardrails aligned
Blueprint Guardrails Prototype tests
View case study
International roaming thresholds thumbnail Regulated, high risk

International Roaming Guardrails

Reduced bill-shock risk by redesigning thresholds, warnings, and payment guardrails.

What I ledOpportunity framing + validation
MethodsScenario research, concept tests
OutcomeFewer escalations (targeted)
Opportunity areas Concept tests Policy constraints
View case study
Digital containment dashboard thumbnail Insights → action

Digital Containment Dashboard

Reframed reporting into a decision tool: what changed, why, and what to do next.

What I ledSensemaking + narrative design
MethodsInterviews, task analysis, usability tests
OutcomeFaster exec read + actions
Insight framework Task flows Usability tests
View case study
Workflows branching thumbnail Workflows + Prototyping

Automate Complex Workflows with Workflows

Designed to help enable users multiple paths of conditional logic into their workflows.

What I ledDesign Sprint + Competitive Research
MethodsDesign Sprint
Decision impactCustomer satisfaction + Increased NPS
Prototyping Workflow Rules Prototype tests
View case study

My Projects

  • Secure Text: Messenger

    End To End Product Design

    Project Type: Full product design from concept to launch.

    Skills Demonstrated: Ideation, wireframing, prototyping, UI/UX design, usability testing.

    View project

  • Red Apron: Safety App for Women

    Interaction & Visual Design

    Project Type: Redesign of an existing interface to improve usability and aesthetics.

    Skills Demonstrated: Interaction design, visual design, prototyping.

    View Project

  • Automating Complex Processes with Workflows

    Design Sprint

    Project Type: Automating Complex Workflows

    Skills Demonstrated: User & Competitive Research, Storyboarding, UI Design, Prototyping, User Testing, Planning and Launch

    view project
  • OneButton PIN

    OneButtonPIN

    OneButtonPIN: A Single Button Authentication Method for Blind or Low Vision Users to Improve Accessibility and Prevent Eavesdropping

    Project Type: UX Research, Dairy Studies, Accessibility

    View Project
  • International Roaming

    International Roaming Experience

    End To End Product Design

    Designing a International Roaming Experience for Spectrum Customers.

    Project Type: Complete Design Experience from Communications to self-service portals

    Skills Demonstrated: Journey Mapping, Communication Design, Wireframing, Storytelling

    View Project

Publications & Research

Peer-reviewed work focused on accessibility, secure interaction, and inclusive design for real-world systems.

OneButtonPIN: A Single-Button Authentication Method for Blind or Low-Vision Users

Proceedings of the ACM on Human–Computer Interaction

VibroAuth: Authentication with Haptics-Based Non-Visual, Rearranged Keypads

HCI for Cybersecurity, Privacy & Trust · Springer / ACM

Available for Senior Product / UX / Research roles

Want a designer who can untangle complexity and ship clarity?

If your product has messy workflows, high-stakes customer moments, or accessibility gaps, I’ll bring research-led decisions, crisp storytelling, and systems thinking to move your team faster.

Reply within 24 hours EST (US) • Remote-friendly Research • Design systems • Workshops
Schedule a chat Email me

Prefer async? Send the role link + what you’re hiring for — I’ll reply with relevant projects.