Selected work
A few of the problems I've untangled: what was messy, what I actually did about it, and what changed as a result. Most of this work lives behind a login, so the visuals are real screens with demo data, plus a few recreations.
New product definition
A new product defined from operational pain, designed to replace about 10 person-weeks (roughly 400 staff hours) of manual work every year
Read the case study →Program consolidation
One unified awards structure across different survey products, designed to keep its standards and its long-time winners
Read the case study →Customer enablement
Self-guided onboarding that reduced one-on-one training sessions by 20% in 8 months
Read the case study →Customer experience
A shared customer journey map that gave every team the same picture and smoothed handoffs between them
Read the case study →Help content and product feedback
Help center traffic up 8x, alongside a churn drop from 9% to 3.4% over 12 months
Read the case study →Product discovery
How help center searches exposed a missing empty state, one of about 20 tickets I wrote while moving into the Product Owner role for Retain
Read the case study →Beyond product
Before product, I spent years in graphic design, web, and writing, and I still use those muscles every chance I get.
Humor essay
I Climbed Mount Timpanogos
Fourteen miles, nearly 4,800 feet of elevation gain, one bowl
of Cocoa Puffs, and at least nine mistakes.
Read it →
Magazine feature
Badgering for Books
A five-page feature on raising kids who love to read, which I
researched, wrote, and laid out myself.
Read it →
Craft tutorial
Negative Image Pillow
A sewing tutorial from my craft blog: stitch the stripes, skip
the shape, and let the empty space do the talking.
Read it →