Selected Projects
Customer journey analytics dashboard
CX Transformation
End-to-End Dispute Resolution Redesign
Fortune 500 Fintech · 2024
Led a 6-week service design sprint to reimagine the customer dispute experience across digital and phone channels. Mapped 12 touchpoints, identified 34 friction points, and delivered a future-state blueprint that reduced average resolution time by 40%.
- Reduced dispute resolution from 14 days to 8.5 days
- Decreased call-center escalations by 28%
- Delivered service blueprint and implementation roadmap
Co-design workshop with stakeholders
GenAI Experience Design
AI-Powered Customer Onboarding
Series B SaaS Platform · 2024
Designed a GenAI-assisted onboarding experience that guides new enterprise customers through platform setup using conversational AI. Defined conversation flows, guardrails, and human-handoff triggers that maintained a 92% task completion rate.
- 92% onboarding task completion rate with AI copilot
- Reduced time-to-value from 3 weeks to 5 days
- Designed AI-human handoff protocol for complex cases
CX Audit
Omnichannel CX Audit & Journey Mapping
National Healthcare Provider · 2023
Conducted a comprehensive CX audit across patient-facing digital, phone, and in-person touchpoints. Identified 162 experience issues across 43 customer journeys, scoring each by business impact and feasibility to create a prioritized transformation roadmap.
- Audited 43 patient journeys across 5 business units
- Identified $4M in cost-savings opportunities
- Delivered prioritized roadmap with 10 quick wins
- Executive readout led to board-approved CX investment
Cross-functional design sprint
Service Design
Account Management Experience Overhaul
Enterprise Telecom · 2023
Redesigned the B2B account management journey for a major telecom provider. Mapped pain points across sales, provisioning, and support handoffs. Delivered a future-state service blueprint and validated prototypes through user testing with 15 enterprise accounts.
- 30% improvement in account manager CSAT scores
- Reduced provisioning handoff errors by 45%
- Created reusable service design system for internal teams