Service Design | Clover

How I untied a critical knot in Clover’s end-of-day processing, became recognized as a SME in less than a year, and reduced support calls by 65%.

Coming soon

Onboarding (Part one) | Clover

How simplifying Clover’s identity verification process increased new merchant approval rates from less than 3% to 46%.

Onboarding (Part two) | Clover

Frameworks developed to minimize overwhelm felt when new merchants began setting up their system; how Clover’s onboarding process went from directionless to guided.

Content guidelines | Clover

How centralizing content guidelines at Clover, and advocating for the importance of them, led to widespread adoption and the inclusion of content within the company’s design system.

Help content | Volvo

Design concepts for how help and support content could be rethought and displayed throughout a user’s online car buying experience.

Content guidelines | Cruise Automation

The process of writing content guidelines and UX flows from scratch, including detailed voice and tone guidelines for inclusivity.

Content audit + heuristic analysis | Facebook

Findings from an audit of 20 Facebook Enterprise products for content usability and adherence to Facebook's Content Standards.

Information architecture (IA) | Facebook

IA concepts developed to show all Facebook and Oculus hardware products, related apps and games, and marketing and support content, to especially connect with their developer community.