Selected Works

These case studies showcase problems I’ve tackled through research, strategy, and design. From improving customer journeys to creating intuitive learning and volunteer experiences.

Property Manager Portal Design

Researched utility portals with SMEs, simplifying complex workflows into actionable insights to improve self-service and reduce effort for customers and staff.

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Utility Website Feature Design Guides

Created five comprehensive design guides for key residential utility website features, benchmarking 93 websites across desktop and mobile, providing usability metrics, best-practice recommendations, and actionable design guidance.

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Driving Utility CX

Developed insights-driven recommendations to improve residential utility customer support, combining analysis of contact center operations with UX research and customer journey design to enhance self-service and overall satisfaction.

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Reducing Onboarding Friction

Reworked onboarding flows, content maps, and prototypes to improve engagement and reduce friction.

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Optimizing Digital Learning Platforms

Conducted usability testing and prototyping to improve lesson customization and professor workflows.

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Streamlining Volunteer Signup

Simplified onboarding and matching flows to reduce volunteer drop-offs and improve clarity.

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