Through meticulous field observations, I have discerned a mission: to redefine the Human Experience for both digital guests and operational crew members, extending it beyond the four walls of restaurants. Crafted user stories for a revolutionary digital ordering experience that empowers DosBros customers to enjoy a convenient and modern way to order. By crafting intricate user stories, I paved the way for effortless online ordering, granting DosBros customers the advantages of advance ordering and quick pickup. This goes beyond just convenience; it's about elevating every interaction into a memorable brand experience, transforming routine transactions into something special. Through a series of rigorous usability studies, revolutionized the operational landscape of DosBros. Empowered by foresight, the operational team now implements demand-based cooking, ensuring fresh, high-quality food while minimizing waste.

observe, mission, transform!

DOSBROS

PRODUCT SERVICE UXD

I led product design for a transformative redesign of Thermo King’s ConnectedSuite Telematics Platform v2.0, guiding my team to deliver a cutting-edge, user-centric, IoT-driven solution that redefines temperature-controlled transportation. Together, we empowered fleet owners, managers, drivers, and logistics operators to optimize refrigerated trailer operations, ensuring unmatched cargo safety, regulatory compliance, and operational efficiency.
We seamlessly integrated onboarding, asset activation, temperature scheduling, alarms, notifications, geofences and maps for realtime asset tracking with sensor events, and subscription-based analytics (aligned with Thermo King’s ConnectedSuite Plans), creating an intuitive, scalable, and secure experience for both single- and multi-zoned assets. Driven by Objectives and Key Results (OKRs), our team crafted a comprehensive service blueprint, robust information architecture, I crafted detailed product service blueprint, product experience modular flow and patterns, a unified design system, high-fidelity prototypes, and vibe coding to achieve frequent, high-impact product feature releases. Our collective efforts resulted in a game-changing PaaS solution that elevates user experience.

Simplicity, elegance, innovation!

THERMO KING

We launched a new AI-driven manufacturing experience (NLM) focused on enhancing the entire production process. This comprehensive initiative included designing on-demand interfaces, developing new product features, and improving processes and tools for all stakeholders in electronic manufacturing—including customers, engineers, sales, operations, and quality control. My goal was to elevate the manufacturing experience through key innovations: <ul> <li>AI-driven BOM forecasting for improved material planning.</li> <li>Enhanced quote accuracy for better customer transparency.</li> <li>Increased cost efficiency through optimized processes.</li> <li>Optimized production schedules for faster turnaround times.</li> <li>Consistent high-quality PCBA products through improved quality control.</li> </ul> I applied a design thinking approach to create a seamless design-to-delivery experience, ensuring stakeholder involvement and alignment at every stage.

Simplicity, productivity, innovation!

MACROFAB

Product Service UX designer on the JHA Banno UX team. As part of the Jack Henry BankAnywhere PaaS integration team, I focus on creating an industry-leading fintech experience that is useful, simple, and flexible. We revamp highly customized product journey with the service experience to enable market expansion beyond existing branch networks. This ensures seamless growth as new customers are added and deposits increase.

JACK HENRY

Alere: I led a full-stack UX opportunity in the healthcare domain, aiming to create a seamless and positive experience for patients, caregivers, and healthcare professionals. In this role, I spearheaded the end-to-end healthcare service experience for the Alere Wellness Portal, which is accessed by 27 state governments and over 675 health plans and employers, including 76 Fortune 500 companies. Spearheaded the design and development of the user experience (UX) across the Alere ecosystem. This entailed a comprehensive design process, encompassing user research (interviews, qualitative and quantitative analysis, user journey mapping) and culminating in use case and flow validation with diverse personas. I led the UX team, overseeing the creation of behavioral, interaction, and visual design elements, as well as the style guide. Additionally, I fostered close collaboration with the C-suite. Furthermore, I played a key role in the technical execution, developing a front-end UI and click-through prototype, facilitating integration with the Pegasus development environment, and implementing Alfresco for content management. I also ensured a smooth post-launch transition, managing formalities and designing new employer onboarding workflows. Finally, production support and migration of existing employers from the legacy platform to the new wellness portal. Alere Wellbeing offers personalized coaching for employees to build healthy lifestyle behaviors. It brings evidence-based and proven tobacco, alcohol cessation, weight loss programs to employers, stress, pain and mental health consultation with trackable activities. The company's proprietary programs include Quit for Life for tobacco cessation, Weight Talk for obesity, and Lifestyle Coaching, a general healthy lifestyle coaching track. It also provides wellness services, including online/mobile engagement and support.

ALERE

Led a full-stack UX workshop for Snapfinger, Inc. Established an omnichannel UX foundation using service design strategies to support the multi-branded, multi-tenant, and multi-location digital revolution of the Snapfinger 2.0 (S2) food ordering platform. Snapfinger 2.0 serves over 32,000 restaurant locations across 3,200 cities. Designed a customizable multi-factor branding experience to provide exclusive online ordering access for 35 national restaurant brands, including Subway, Outback, California Pizza Kitchen, Bob Evans, Boston Market, AMC, Chili's, and Firehouse Subs. EMN8 (West Coast) has raised $50MM to expand its ordering and one-to-one marketing platform, acquire Snapfinger (East Coast), and become Tillster to accelerate growth domestically and internationally. Merged with Tillster's core revolutionary UX team for self-service, ordering, and payments services – for mobile, tablet, online, kiosk, and call center – creating personalized experiences based on consumer preferences, language, and currency. S2 platform is compatible with 15+ unique POS systems, representing over 90% coverage in multi-unit restaurants.

TILLSTER

FULL STACK SERVICE UXD

Hertz Car Rental is selling off its used fleet through its Rent2Buy program During a UX workshop, framing UX stories provides a natural way to summarize user research. By altering scenarios to enhance the experience, we can simplify the process. This involves crafting wild business ideas into multi-layered wireframe designs that integrate various scenarios. Storyboards and personas further help us fine-tune the sequence of actions. Finally, prototyping the select-to-purchase experience across multiple form factors builds confidence among stakeholders, developers, and marketing teams. example UX story: {Customers} have full use of the vehicle for up to three days and if he/she chooses to purchase the vehicle, they simply keep the car and pay the listed price without any haggling and the rental fee is waived. If the customer decides not to purchase the car, the vehicle is returned to the renting location and the transaction is treated as a standard rental with a $XX per day rental fee.

Projects

DOSBROS

observe, mission, transform!

Shaping Digital Products, with Purpose and Precision