Selected Work
Personalizing the lottery playing experience and increasing user engagement with app redesign
Client: New York Lottery
🚩 Problem:
The previous NYL mobile app struggled with player engagement due to limited functionality, a confusing structure, and an outdated visual design that didn’t reflect modern user expectations. NY Lottery needed a modern, trustworthy app and design language that could engage younger, mobile-first audiences.
Considerations:
We introduced a new point-based rewards economy, which required intuitive onboarding and clear value communication. Many reward initiatives also required play caps to ensure responsible gambling, adding complexity to the overall flow.
🏁 Solution:
I redesigned the mobile experience with a simplified information architecture, refreshed UI, and clearer pathways to core actions. Using service design principles, I also developed the end-to-end framework for a new rewards program, specifically defining how points are earned, redeemed, and communicated to players to boost engagement while supporting safe play.
Designing product search tool to ensure exact fit and reducing decision fatigue for B2B audiences
Client: Honeywell
🚩 Problem:
Finding the right product part was time-consuming and frustrating. Users either had to contact a sales rep or manually sift through dense product catalogs which was an overwhelming process when exact specs were required.
Considerations:
The products themselves aren’t visually compelling, so the challenge was creating a modern, innovative tool without sacrificing the technical detail and utility users rely on.
🏁 Solution:
I created an interactive product selection tool that let users input their specific requirements and instantly receive the exact products that matched their criteria. The experience combined a clean, intuitive interface with the robust technical detail needed to support confident decision-making.
Using conversational design methodology to reimagine chat and live CSR integrations
Client: Honeywell
🚩 Problem:
Clients wanted a new look for their current chatbot while finding a balance between encouraging users to self-serve their issues using an automated bot while also making live agent assistance available earlier on in the user flow for specific audiences.
Considerations:
We needed to balance showcasing connecting to a Live Agent earlier on in the chat funnel ahead of a user getting frustrated, but we also wanted to encourage self-service and empower the user to problem solve on their own through highlighting specific prompts.
🏁 Solution:
As the lead designer, I made recommendations on cleaning up the UI and creating clearer affordances on whether users were speaking to a bot or agent. Additionally, I introduced features like the ability to attach documents or download chat transcripts which give users power and assurance in the event a solution is not immediately met.
Integrating owner experiences & removing barriers for scalable eCommerce platform
Client: General Motors
🚩 Problem:
After an accelerated effort to create a scalable eCommerce platform for GM’s four vehicle brands and ACDelco, enhancements were needed based on dealer and user feedback and business priorities.
Considerations:
Many visitors arrive unauthenticated or may not own a GM vehicle, so “My Garage” had to work seamlessly for both logged-in and guest users. Parts and accessories also vary by trim, meaning the tool needed a reliable way for users to input or surface full vehicle configuration details to ensure accuracy.
🏁 Solution:
I built the “My Garage” tool which pulled authenticated user vehicle data into the shopping tool to allowed for filtered searches ensuring exact part and accessory fit. Additionally, I built a new discount and couponing component and moved it from the checkout flow to a users’ cart based on best eCommerce practices.
