Portfolio

Here's a few examples of the work I've done across the spectrum of user experience design.

 
 

3rd Party Campaign Management Tool (EA)

Self-serve promotional hub for studios.

  • Empowered producers & devs to launch and manage co-branded campaigns without EADP hand-holding

  • Cut manual intervention by moving setup from support to self-serve

  • Faster campaign launches; clearer status across release servers

  • Usability testing showed higher confidence / simplicity

Experience Design UI Component Library (EA)

Design system that doubled team output.

  • Standardized UI + accessibility; moved org from ad-hoc to reusable components

  • Output increased 2×; was able to move team’s support from 1 to 7 product teams

  • WCAG AA (4.5:1) baseline; often AAA (7:1)

  • Figma transition improved collaboration.

 

Identity Service Onboarding Flow & Journey Map (EA)

Making “invisible pain” visible.

  • Mapped onboarding end-to-end, flagged four sentiment drops, and unlocked approvals

  • Turned user & partner interviews into full flow + experience map

  • Exposed loops & manual roadblocks

  • Drove approval for new info portal

EADP Engagement Model and Workflow (EA)

Turning clarity into predictability.

  • Codified a 9-step workflow with entry criteria, runbooks, and a RACI

  • Eliminated ambiguity about phase & readiness

  • More accurate sizing / estimation; better partner relationships

  • Anchored in Double Diamond; shared Miro/Mira artifacts

 

AppleCare+ Monthly Subscription & Linking Tool (Apple)

A complex system reduced to 4 steps.

  • Launched monthly pricing + built a post-purchase linking tool; covered by major press

  • Two-line name & price pattern that scales

  • My Support & post-purchase flows integrated

  • USA Today / 9to5Mac / MacRumors coverage

Rethinking Support for Apple’s Media Apps (Apple)

From “iTunes” to modern services.

  • Split billing into its own destination; created content-specific pages with better CTR / helpfulness and #1 ranking for billing topics

  • Elevated Subscriptions & Purchases to a dedicated page

  • New pages for Music, Movies/TV, Apple Music

  • Reduced call-ins via clearer information scent