Selected
work(06)
Healthcare, fintech, clinical research and AI — six projects where research changed what got built.
Redesigning Medical Claims Mobile Experience
Claims should never feel like a battle. We untangled a fragmented self-service experience for Medical Mutual members — replacing confusion and costly support calls with a mobile flow that actually guides people to resolution.
Employee Benefits Dashboard Design
HR benefits management was drowning in spreadsheets and workarounds. We designed a smart, unified landing page for Medical Mutual's business clients — a single destination that replaced fragmented tools.
Maritime Wage Prediction & Budgeting
ISF Group benchmarks seafarer wages worldwide. I redesigned their wage platform and designed two decision tools on top of it — wage prediction and annual crew budgeting — so companies can compare markets and plan what a crew will cost.
Conversational AI Experience Research
When a chatbot, an IVR system, and a search tool each speak a different language, members get lost. Deep research across USAA's conversational AI touchpoints surfaced the friction — laying the foundation for an experience that feels like a conversation, not a transaction.
Enhancing Platform Differentiation & Adoption
TriNetX had value — users just couldn't see it. We identified which features drove genuine engagement and which barriers quietly pushed users away, reframing product strategy around what actually moved adoption.
Credit Choices & Rewards Research
A new rewards program is only as strong as the trust behind it. We explored how CFNA customers truly perceive their credit card options — the mental models, hesitations, and motivators that shape their choices.
