Selected works
My approach combines strategic service design thinking with a strong foundation in end-to-end experience design, making me as comfortable mapping user journeys, and conducting empathy-driven research with users as I am in navigating new tech gadgets just for fun.
Spire X Glitz
Led a comprehensive research process for Glitz, transforming their poorly structured survey into a data-driven tool through user interviews and survey redesign. The insights gathered helped inform their product strategy, shifting focus from assumptions about therapy to alternative support systems that better reflected users' needs.
KPMG ITS Process Redesign
I improved the efficiency of the entire change request process by designing a service that simplified the steps for both the requester and ITS staff. By automating the approval flow, users no longer had to manage multiple emails or physical forms. The form was digitized, reducing the time spent on manual entry, with auto-populated fields, easy-to-use drop-downs, and a save-and-continue feature. This shift resulted in quicker approvals, fewer errors, and less administrative overhead, enabling the ITS department to handle requests more efficiently.
MetaCraft
For MetaCraft, I led the redesign aimed at enhancing the platform’s usability and accessibility for users seeking skilled artisans. I began with a heuristic evaluation and identified critical usability issues in areas like onboarding and service requests, which helped highlight user pain points and areas where friction existed. I then conducted user research and a prioritization exercise with both users and the team, revealing key differences in expectations that guided our design choices and service alignment. To ensure a seamless end-to-end experience, I mapped the user flow for service requests, analyzing how each stakeholder—from users to artisans and administrators—interacted to deliver the service. This flow allowed us to pinpoint opportunities to streamline interactions and improve reliability across touchpoints. By refining workflows and clarifying service descriptions, I helped create a cohesive, scalable experience that would not only increase user trust and satisfaction but also support MetaCraft’s mission of reliable, on-demand service access.
Thoughts
Published in UX Collective's Bootcamp
What my colleagues have to say
Design Resources
Check out my resources on Figma Community or Article on Medium.
