SELECTED WORK · BY PROBLEM
Real problems.
Human fixes.
Find the example that sounds most like your business: customers drifting away, visitors not converting, or a team that isn’t using its tools.
Airlines.
Travel platforms.
Consumer brands.
Recapture the magic of flight.
Passengers had come to see flying as a necessary evil. Research with passengers and frontline staff reframed the problem: a poor staff experience is a poor passenger experience. The wider program also cut complaints by 9%, and a new onboarding email program generated $14M in its first six months.
Prior role · Focus on the loyalty program · Results for the overall program, measured about a year after rollout; other factors also played a part
Help partners make progress, not just get messages.
A growing, diverse partner base needed more relevant support. Onboarding and communication were rebuilt around each partner’s lifecycle stage and business milestones. Time to first booking also fell 22%.
Prior role · Strategic experience design · Within four months of launch
Connect the journey, from LINE to checkout.
A fragmented experience across messaging and web was reconnected around one customer journey: personalization, checkout, support and loyalty. Customer acquisition cost fell 36%.
Prior role · Employer withheld · Results as reported
Turn handed-out tools into habits.
When the approach was to hand out AI tools and hope for the best, hands-on literacy workshops made them understandable. Colleagues began building their own use cases and sharing them with their teams, which grew into an AI advocate program.
Prior role · Large organization · Workshop design and facilitation
Make AI tangible.
Content teams act as an AI search system, with a token budget and source cards of mixed quality. They see first-hand why clear, specific facts get quoted and vague copy doesn’t.
Prior role · Workshop design
Celebrate members, not offers.
A simple script spots member milestones in attendance data, so the studio can celebrate them personally instead of sending another promotion.
Independent prototype and proposal · No commercial results claimed
Let AI filter. Let people decide.
A prototype scans new property listings and filters them for human review, so attention goes to the few worth a closer look.
Independent prototype · No commercial results claimed
Results describe specific past projects and roles, not guarantees of future outcomes. Organization names identify prior experience and do not imply endorsement.
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