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. Research drove every decision; design made it feel effortless.
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 and gave administrators real clarity over the benefits they offer their teams.
The maritime industry runs on precision — yet critical forecasting and budget data lived in siloed, opaque systems. We designed a unified prediction and budgeting dashboard for ISF Group that brings operational intelligence to the surface, giving decision-makers the clarity to act with confidence.
When a chatbot, an IVR system, and a search tool each speak a different language, members get lost. We conducted deep research across USAA's conversational AI touchpoints to surface the friction, misalignments, and missed moments of care — laying the foundation for an experience that finally feels like a conversation, not a transaction.
TriNetX had value — users just couldn't see it. Through a mix of discovery interviews and behavioural analysis, we identified which features were driving genuine engagement and which barriers were quietly pushing users away. The findings reframed the platform's product strategy around what actually moved the needle on adoption.
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 — and translated those insights into a launch strategy for the new rewards program grounded in real customer confidence.
