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 move between the detail of an interface and the conditions that produce it: the service around it, the technology behind it, and the way a team works. I stay close enough to execution to carry the reasoning through to something people can use.
Current work
What should AI capability mean in an interface?
Design judgment for an ongoing origination-platform project.
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 are working through a complex product, a fragmented service, or a design organization that needs its next shape, let’s talk.