Making complex products & organizations make sense
I work across product strategy, service design, information architecture, and team leadership. I connect what a business needs to accomplish with what its technology can do and what people need to understand—then help teams turn that understanding into a usable product.
I design interfaces, examine the services and workflows around them, and help teams organize to deliver them. My leadership work includes setting product direction, building design teams, and working directly on research, information architecture, interaction, and visual design.
Current work
How should people assess and act on AI output?
Interfaces and reusable patterns for processors and underwriters reviewing AI output.
A few measures of the work
A practice spanning more than two decades
Design and leadership roles across Disney, AT&T Interactive, BOKU, American Express, QuanticMind, Endava, Rocket Mortgage, Sequencing, and Wells Fargo.
Products launched or redesigned
Including Wells Fargo experiences, four Sequencing products, Endava client apps, the American Express consumer mobile experience, QuanticMind’s advertising platform, BOKU consumer payments, and AT&T local search web and mobile products.
Building design into the organization
At American Express, I was the first full-time design hire in U.S. Products and Services and built a team of more than 20. At QuanticMind, I established its first UX team and introduced systematic customer research.
American Express: a new core mobile experience
The mobile user base rose from 2.2 million to more than 4 million in the first year after the core redesign. The result reflects the shared work of Product, Design, Engineering, Research, and Marketing.
Rocket Mortgage: research-informed mobile design
Internal analytics reported 34% growth in mobile monthly active users in the six-to-twelve-month period after launch. Research, product development, and marketing contributed to the broader effort.
Selected work
Decisions in context.
01
Choosing and testing a time- and process-based structure for a large catalog of loan requirements.
02
Designing Health Scan as a more actionable and recurring consumer service.
03
Building an in-house team, proving its value with a rewards interaction, and taking on the core mobile app.
If you need to clarify a complex product, improve a service that crosses teams, or build and lead a design organization, let’s talk.