Lead Product Designer

Led end-to-end design for a statewide Service Provider Dashboard serving parent, school, provider, and administrative users within a permissioned public-sector system with fixed reporting obligations.

Established a staged design-review process and a design system covering margins, color, typography, and components. Used UX Pilot to support consistency work, reducing design-consistency meetings by approximately three hours per week and providing stable implementation specifications.

Designed an applicant delegation tool, rebuilt the provider enrollment journey, launched real-time performance reporting, and restructured application-management information architecture to improve stakeholder access to provider data.

Designed and shipped the conversational support agent for Jira Service Management, which reached general availability and serves more than 55,000 service organizations.

Rebuilt a support experience users distrusted, increasing adoption by 35%. Designed confidence thresholds, escalation logic, transparent limitations, and human handoff flows based on real support transcripts rather than synthetic scenarios.

Partnered with ML teams to identify ambiguous intents and improve training data. The work contributed to an estimated $1.3 million in annual support-cost reduction.

Redesigned internal project-management tooling used by corporate teams across a nationwide organization.

Designed an AI-assisted triage system that reduced a 12-step approval workflow to four steps by automating routing decisions and retaining human judgment for the final decision.

Designed a seller incentives dashboard that surfaced model-recommended actions for non-technical sellers.

Translated confidence scores and trend forecasts into recommendations that could be understood and acted on in under ten seconds. Tested proactive versus passive and urgent versus educational interaction patterns to increase action rates without creating decision fatigue.

The product increased engagement and sales performance by 15%.

Owned mobile and web design for health-class directories and preventive-care dashboards serving 12.6 million members within HIPAA constraints.

Improved usability and interaction by 45% by redesigning search and filtering around plain-English member intent while mapping it to required clinical taxonomy.

Prototyped rule-based natural-language query handling, validated preference for conversational search, and designed safety-triage guardrails that suppress preventive content when emergency guidance is more appropriate.

Led the migration of millions of MetroPCS subscribers to the T-Mobile support portal.

Analyzed call transcripts and designed contextual support content that appeared before likely search or support moments, reducing call-center volume by 21%.

Redesigned Toyota.com vehicle browsing and purchase flows for millions of monthly visitors.

Built vehicle configurator and comparison experiences using rule-based decision trees to help customers navigate a high-consideration purchase.

Designed IDEMIA STORM ABIS, described as the industry’s first cloud-native biometric identification system for law enforcement.

Designed within criminal-justice evidentiary standards and the constraints of identity infrastructure.

Designed billing and subscription systems and improved the company CRM platform.

Contributed to a 20% increase in client satisfaction.

Led UX and information architecture for Hyundai’s vehicle configurator.

Improved usability by 25% through clearer vehicle-selection and configuration flows.

Designed connected-vehicle telematics platforms and related user experiences.

Improved adoption by 15% and reduced task-completion time by 20%.

Operate an independent product and design consulting practice focused on revenue systems, payment flows, merchant-services integrations, booking products, and transactional infrastructure.

Build and ship end-to-end product experiences and conduct merchant statement audits and processor-economics analysis as a licensed merchant-services agent for small-business owners.

Bachelor of Arts degree. The resume also references Liberal Studies in an alternate version.