Selected Work
I led UX and UI design for Contact Apple Support (CAS), AppleCare’s global triage tool connecting customers to the right support options. By improving usability, accessibility, mobile responsiveness, and brand alignment, we boosted completion rates by nearly 30%.
Collaborating with Retail and Marcom, I aligned CAS with Apple’s broader service strategies, earning trust by delivering high-quality, accessible designs. Our efforts scaled CAS globally to 100+ countries in 30+ languages, integrated Genius Bar booking, and drove traffic to over 100 million visits annually. These initiatives saved the company tens of millions per year while maintaining high customer satisfaction.
I developed and implemented a "team elevation plan" in collaboration with design managers, introducing processes, standards, tools, and rituals to strengthen team culture. These efforts tripled the team’s delivery speed, improved cohesion and consistency, and significantly enhanced our reputation with stakeholders.
I collaborated with nurse practitioners and surgeons to understand their workflow needs for a medical second opinion service. Through trust-building and open communication, I designed a HIPAA-compliant web tool that streamlined patient and task management, improving both efficiency and satisfaction in their daily workflows.
To support joint replacement surgery patients, I designed an interactive guide that set clear expectations and provided tools to manage stress and pain throughout their journey. This solution achieved a 92 NPS by improving patient preparedness and confidence in a new surgery program.
Project
Self directed
Role
Designer & Developer
Time
4 months
I studied VR design best practices, then designed and developed a telehealth concept, culminating in a functional Unity VR prototype for Meta Quest devices.
