Product designer. I make complex operational systems simple.
Fifteen years designing enterprise and government software, from hands-on craft to leading design at [24]7.ai. Lately I've been the operator myself, and I build my own tools with AI every day.
Selected work
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Public meetings, twenty years apart
Tools for the people running live public meetings: touchscreen voting at Granicus, and a keyboard-first clerk console, prototyped with AI, for Govinity.
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Running a property portfolio like a product
An operating system for a multi-owner real estate portfolio: automated intake from four property managers, a maintenance and asset register, and decision tools for non-technical owners.
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Safe changes for the people who build AI
Tools for teams building, testing and deploying chatbots for major brands, including a preview of each change's impact before it goes live.
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From weeks to days: a design system for chat deployments
A standard for configuring chat for major brands: a short list of options, templates and training that cut design time to about three days.
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Words that change whether people chat
Contextual chat invitations tested against generic ones, with measured lifts in acceptance for Hilton, Sears and others.
Writing
Model before pixels
Why mapping what users believe a system does is the fastest way to design it well.
Prototype to decide
Paper, Figma or working code: use whatever gets a real answer fastest.
Story mapping, beyond agile
How a wall of sticky notes gets a team to agree what it is building.
Restraint
The simplest interface that does the job, and why every extra element has to earn its place.