Built to Scale: Leading a Full UX Platform Overhaul
A $500M client relationship was at risk. The claims platform was collapsing under years of technical debt: slow, unstable, and impossible to scale. I led a 12-month, 37-person cross-functional initiative to rebuild it entirely. Delivered on time. Platform now reused across multiple domains.
Rapid Rollout: Rescuing a Two-Year Stalled Platform Launch
After two years in development, the NextGen Portal had lost momentum, direction, and executive confidence. I was brought in to reset the entire initiative, aligning 43 cross-functional partners around an outcomes-driven launch strategy and delivering the AT&T go-live on deadline.
Listen First, Build Second: Research-Driven Design at ShootProof
We thought photographers were churning because of missing features. Forty interviews later, we'd found the real problem, and used that insight to build a design system that actually fixed it. Research shaped the system. The system shipped the solution.
One Platform, Two Legacies Retired
A net-new platform is retiring two legacy systems that no longer served our call center and chat Experts. At its center is Expert Assist: real-time, AI-enabled support that surfaces the best answer and the right troubleshooting step for every customer, personalized and genuinely helpful. Built with Claude Code.
