I diagnose the gap between what a system assumes about people and how they actually behave, then redesign the service around the truth rather than the assumption.
People kept dropping out of a chronic care program and it looked random. It was not. I found six mindsets underneath the drop offs and turned firefighting into something the team could see coming, cutting escalations from 27% to 18% and refund requests from 16% to 5%.
The sign up flow was great at taking payments and bad at picking people who would actually succeed. I moved the gate from can you pay to are you ready. Success among the clients who used to slip through climbed to 60% and 73%.
I was asked to add a visual on top of a summary panel. In the field I found the care team had abandoned that panel for handwritten diaries, so I rebuilt the information architecture instead. Friction from missing client data fell by 49.7%.
Whether the users are a care team inside the business or the customers it serves, I am drawn to the problems where the real issue sits between people, tools and the way everyone assumed it would go.
Say hello → See the work