Archive.
Every case study from the last five years. Filter by discipline or by year. Each entry includes context, approach, outcome, and what I would do differently.
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Rebuilding claims intake for 4.2 million members
Lattice Health's internal claims tool had grown into a 137-field form that took adjusters 14 minutes on average to complete. A twelve-week rebuild reduced that to 3 minutes and cut rework by 38%.
Product design · UX research · Interaction -
A research repository that researchers actually open
Fieldnote's users loved the tool in week one and stopped opening it by month three. We rebuilt browse and recall around how researchers actually search. Monthly active usage tripled.
Product design · UX research · Interaction -
A transit app for the rider who has three minutes
Wayfare's app was built for trip planning; riders actually use transit apps to check one bus, right now. Redesigned around the thirty-second session. On-time arrival accuracy improved 11%.
Product design · UX research · Service design · Interaction -
Making a mortgage disclosure actually readable
Regulators require Horizon Bank to show a nine-page disclosure before every mortgage. 94% of applicants clicked through without reading. After redesign, comprehension tests climbed from 22% to 71%.
Product design · UX research · Strategy -
A school portal for the parent who is late to pickup
Arcadia's parent portal had 41 menu items and 62% abandonment. Rebuilt around the six tasks parents actually do, priority completion tripled and support tickets dropped 44%.
Product design · Service design · UX research · Strategy -
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