Two projects.
Both real.
One live service with real customers and documented retention. One a design system shipped to enterprise product teams. Different scales, different contexts — same approach: structure that holds under pressure, outcomes that hold up to scrutiny.
A live yoga service with 15–20 students with measurable retention — but every inquiry required 20+ minutes of manual explanation, and every design decision traced to a specific research finding from 50+ real inquiry conversations. I designed the full customer experience arc: from discovery to first class to long-term retention, as the sole designer and founder with no safety net.
Service Design · Systems Thinking · CX Strategy · Live Product · 2025
Designing a Service System for a Live Yoga Practice
OUTCOME
Onboarding time cut 50–60%. Inquiries now arrive pre-informed. SEO discoverability established from zero. Foundation for Phase 2 automation already built. 15–20 active paying students with 5–6 month average retention.
T-Mobile had three fragmented internal design systems — DW3, Phoenix, and Scale — with conflicting guidelines and siloed teams. I drove the UX research and documentation process for Apeiron, their first unified cross-platform design system. Cross-platform specs for Web, iOS, and Android — written for developer handoff without a designer in the room.
Design Systems · Component Architecture · Enterprise · 2022–2023
DS T-Mobile — Component Architecture for Enterprise Scale
OUTCOME
Component library shipped to enterprise product teams across web, iOS, and Android. Documentation structured for handoff. Design tokens enable single-source system-wide updates.
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If you're building something that needs systems thinking, CX strategy, or business fluency, let's talk.
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