Case Studies / 01—05
Selected product work
Five stories about making complex operational and learning experiences clearer—from research and interaction design to systems, rollout, and reflection.
Leading end-to-end design for a support-operations platform, with 250+ shipped screens, a shared design-system contribution, and three generations of the company’s marketing experience.
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Research across 21,000+ tickets and 25+ learner interviews shaped confirmation, status, and ETA journeys that eliminated duplicate submissions in targeted LMS channels.
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Analysis of 36,000+ chat logs and 3,716 manually audited transcripts shaped a self-service flow and identified roughly 2,800 monthly consultant hours of addressable load.
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Research with 1,500+ learners informed lightweight participation features inside existing learning contexts; session CSAT increased from 3.9 to 4.2.
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A privacy-safe information system transformed 500+ pages of evidence into a clear timeline, correspondence archive, and practical consumer guidance.
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