Selected Work
Product work spanning AI-powered customer experience, retention, platform modernization, and marketplace conversion, each tied to a measurable business outcome. Plus end-to-end brand and web work where the design, IA, and content were mine start to finish.
Designing AI-powered experiences that improve customer success, retention, and product engagement across a large SaaS platform.
Outcome
16-point improvement in customer retention among AI-engaged customers
Connecting research, product design, behavioral data, and business KPIs to move retention as a system rather than a screen.
Outcome
6% YoY churn reduction · ~$11.5M preserved ARR
Modernizing high-friction customer journeys across a large SaaS platform, and building the system that kept it consistent.
Outcome
45% fewer customer issues · 38% fewer feature requests · 97% performance score improvement
Redesigning the Vacation Rentals product detail and search experience in a high-traffic marketplace.
Outcome
22% increase in bookings
Two connected ventures in a regulated category: a direct-to-customer storefront and a gated wholesale channel. Design, information architecture, branding, and content on both.
A research-grade peptide brand built around quality you can verify rather than quality you are asked to assume.
The storefront has to sell a catalog and substantiate it at the same time, backing it with per-lot certificates of analysis, six-way lot testing, domestic manufacturing, and cleanroom fill, all while meeting the access and disclosure requirements of a regulated category.
Scope
The practitioner-facing side of the same category: a wholesale channel for clinics and modern practices.
Almost none of the direct-to-customer playbook transfers. The core experience is an application and approval flow, and the argument is supply reliability, transparent volume pricing, and documentation, sold to buyers who evaluate a supplier rather than a product page.
Scope
Contact
I’m interested in conversations about design leadership, AI-powered products, SaaS, and building teams that create measurable customer impact.