I modernize enterprise workflow systems in regulated environments supporting 200k+ policies and $400M+ in annual payments. My work reduces operational variance in revenue-critical systems without disrupting continuity. I partner with engineering on system boundaries and sequencing, emphasizing observability and durable system design.
I specialize in surfacing systemic issues and translating fragmented signals into executable initiatives and resilient systems. My work spans redesign, instrumentation, credential migrations, new product development, and enterprise platform modernization.
Arrowhead General
Dexcom
Realta Entertainment
Quartyard
UX Training — Research, Information Architecture, Prototyping
Work
Arrowhead Exchange Refresh
Arrowhead Exchange is the primary servicing platform across 10 lines of business, supporting 200K+ policies and $400M+ in annual payments. The platform had evolved into fragmented workflows with inconsistent interaction patterns and tightly coupled UI and business logic, driving high variance and brittle behavior in revenue-critical flows.
I led platform modernization with a focus on variance reduction and scalability. Contributions included simplifying data model surfaces, establishing a reusable component system mirrored in Angular, supporting separation of the presentation layer from embedded business logic, and consolidating previously siloed information architecture patterns across lines of business. I partnered closely with engineering and coordinated UAT/QAT across independently owned product groups to maintain release alignment.
The modernization reduced UI and interaction variance, improving workflow consistency across shared platform surfaces. It strengthened platform stability, minimized disruption during cutover, reduced change friction, and enabled safer iteration across revenue-critical servicing and payment flows.
User Credential Transition (MFA)
Delivered a compliance-critical MFA rollout under regulatory deadline constraints.
A mandated multi-factor authentication implementation was introduced to maintain New York financial compliance, driving credential migration from legacy authentication into an Entra ID–backed system. The rollout balanced a fixed regulatory deadline, a large active user population, elevated change risk, and potential support escalation.
I designed a staged migration flow using email-based state detection and led redesign of authentication surfaces and transactional communications. I aligned legacy UI and messaging with Azure / Entra patterns while partnering closely with engineering on rollout sequencing and system transition behavior.
13,000+ users converted in the first month—approximately 12% of the active user base—with no compliance lapse and negligible support impact.
MFA migration flow, pre and post-conversion
Customer Experience Committee
Translated telemetry and cross-functional business input into prioritized workflow and platform improvements.
The committee aligned leadership across Digital, Data, Marketing, and Insurance Product to address fragmented platform signals and backlog expansion. The platform environment was defined by enhancement sprawl, inconsistent prioritization inputs, elevated workflow variance, and concentrated friction within payment and authentication surfaces.
I authored requirements for telemetry-driven dashboards and designed Power BI visualizations translating behavioral signals into decision-ready metrics. I synthesized metrics with stakeholder input to produce a structured, prioritized backlog exceeding 100 initiatives. I redesigned the payment workflow supporting $400M+ in annual payments, targeting reduction of user friction, missed payments, and servicing inefficiencies.
The work reduced backlog entropy, strengthened prioritization clarity, and improved visibility into user behavior and friction patterns.
Workflow telemetry identified payment review as the primary friction point; the legacy three-step flow was redesigned into a single consolidated interaction with embedded autopay enrollment.
Auto Service Loaner Portal
The incumbent vendor platform had degraded in reliability, introducing instability across dealership workflows and increasing operational friction. A replacement effort re-established system control and stabilized performance in a workflow-critical part of the business.
I led system design for a web-based replacement platform spanning vehicle management, claims processing, ID cards, reporting, and billing workflows. I worked closely with engineering to translate operational processes into system behavior, shaping how inventory, policy rules, and dealership hierarchies were modeled and enforced within the platform. This included designing a staged credential migration and OEM SSO integration (e.g., Subaru), sequencing account linking and access states to avoid disruption during rollout.
The new system brought the platform in-house, improving consistency across workflows and reducing reliance on an unstable external dependency. It was rolled out across hundreds of locations and adopted by three major OEMs.
Additional Projects
Squirgle
Squirgle is a word-based game concept examining feedback systems and behavioral loops. Designed and prototyped across mobile and desktop with emphasis on interaction pacing and engagement dynamics.
