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.
Reduced escalation-driven friction and helped protect $4.5M/month by redesigning billing guardrails, decision points, and customer communications.
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.
Revenue-critical journeys
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.
SaaS complexity disguised as “UX”
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.
Accessibility + trust in high-stakes flows
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.
Selected work
T-shaped UX: Analysis + Research + Design
I don’t just “design screens.” I analyze what’s breaking, validate the why with research, and design shippable flows with clear rules, guardrails, and measurable outcomes—especially in complex, high-risk systems.
Secure App Communication
Secure Text
Designed an experience that helps users communicate securely with clarity and confidence.
Best Paper Award · MobileHCI 2022
OneButton PIN
Single-button authentication for blind and low-vision users to reduce eavesdropping and improve accessibility.
Behavior + systems
Autopay Flexibility & Failure Recovery
Designed a safer way to let customers choose autopay dates—without increasing support volume.
Regulated, high risk
International Roaming Guardrails
Reduced bill-shock risk by redesigning thresholds, warnings, and payment guardrails.
Automation + systems
Automate Complex Workflows with Workflows
Designed patterns that make branching rules learnable, predictable, and hard to misconfigure.
Publications & Research
Peer-reviewed work focused on accessibility, secure interaction, and inclusive design for real-world systems.
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.
Prefer async? Send the role link + what you’re hiring for — I’ll reply with relevant projects.