Three projects. Three distinct problems. Each one required getting deep into the organization before touching a wireframe — understanding the people, the friction, and the gap between what the system was and what it needed to become. The outcomes were measurable. The work behind them is documented here.
High-net-worth customers were managing premium perks — travel bookings, luxury rentals, exclusive events — entirely through the call center. Every interaction was expensive, slow, and out of step with the brand. The ask was a self-service platform that would let clients manage their own benefits while giving administrators real-time control on the back end.
The result was a dual-platform solution: a mobile app for account holders and a desktop admin interface for service management. Call center volume dropped. Digital engagement among high-end customers went up. The design system built for this engagement became the foundation for subsequent platform work at the same client.
A major market research firm was running three legacy systems — Sales, Creative, and Distribution — that had never been designed to talk to each other. Each had its own interface, its own vocabulary, its own logic. Onboarding a new hire took twelve weeks. The organization had grown substantially; its tools had not.
Starting from stakeholder interviews and card-sorting sessions to establish a shared nomenclature, I designed a unified platform that consolidated all three verticals. Onboarding time dropped from twelve weeks to twenty hours. That single outcome — the measurable compression of training time — is what happens when information architecture gets the attention it deserves before any visual design begins.
A company with over a century of industry history had three data collection verticals — Audio, Video, and Digital — that had evolved independently into an incompatible tangle of metrics and interfaces. Field researchers were working across fragmented tools that couldn't share data cleanly. The technical constraints were real: legacy backend infrastructure, strict compliance requirements, sensitive panelist data.
The design challenge was making a technically constrained system feel frictionless to the people using it in the field. The solution unified the three verticals into a coherent cross-platform ecosystem — mobile, tablet, and desktop — while satisfying the data integrity and privacy standards of a global research operation. Compliance and usability are usually treated as opposing forces. This project proved they don't have to be.