Work
Case studies about product decisions, evidence, and outcomes.
United AirlinesSupporting case study
From thirteen systems to one service task
At IBM iX, I researched how United customer care representatives in Chicago and Houston resolved complaints across thirteen legacy systems. I helped turn that fragmented work into one task-centered dashboard. During the pilot, average throughput rose from two to seven complaint resolutions per hour, and United followed with a rebooking assignment.
- Information architecture
- Interaction design
- Ethnographic research
- Service design
California DHCSSupporting case study
One design system across four DHCS workstreams
MCWeb Portal, OPUS, OLCC, and Provider Portal were moving in parallel while the design team shifted from Adobe XD to Figma. I rebuilt the existing Bootstrap patterns in Figma, checked them with screen readers, and kept review decisions with the screens for weekly cross-team handoffs.
- Design systems
- Accessibility
- Design-tool transition
- Stakeholder coordination
JanssenSupporting case study
One working system for eighteen pharmaceutical brands
At IBM, I led UX across eighteen Janssen brands and managed two designers working in a shared Figma system. The project record lists more than 2,000 client- and FDA-approved desktop and mobile screens.
- Design systems
- Regulated workflows
- Responsive design
- Design operations