Case Studies
Self-Service Portal
Freedom Mortgage
Led the creation of a self-service mortgage portal that reduced call volume by 50%, accelerated loan closures, and increased online applications. Research, A/B testing, and service blueprinting aligned customer needs with business goals. The initiative generated $2.4M in its first month, earned C-suite recognition, and funded the expansion of a new digital experience team.
Pfizer Booth Exhibition
Pfizer / Litfulo – AAD Conference
Led experience design of three immersive AR experiences for Litfulo's AAD launch, orchestrating cross-functional teams and driving execution under tight deadlines. The work increased engagement, strengthened clinical understanding, and supported early adoption in a competitive market.
Geolocation
Carmax
Led the redesign of a geolocation experience to resolve inaccurate location detection and improve the customer journey. Through workshops, user research, and iterative testing, the initiative increased engagement by 4,000%, increased in-store visits by 10%, and improved supply chain efficiency by 30% by better aligning inventory with demand.
Personalization
Capital One
Led the design of a machine learning-powered personalization proof of concept that increased prequalified offers by 49% and credit card applications by 21%. The work established a measurable link between personalization, customer engagement, and business performance.