Work
Selected projects from retail banking, co-branded cards and the public sector. Some include confidential work and are password-protected; contact me for access.
Case studies
Retail Banking • 2026
Redesigning Account Opening
Untangling the backstage to deliver a smoother client experience.
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Sales support • 2026
Improving In-Flight Card Sales
Rebuilding an onboard card-sales program so more flight attendants join, and earn more.
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Financial Inclusion • 2018
Designing for Financial Empowerment
Helping more low-income New Yorkers access vital tax credits for free.
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Currently exploring what's next. Always glad to talk about service design, inclusive design, or what it takes to make a large institution genuinely curious about its customers.