Complex Workflows / B2B Systems / AI
I help teams work out what complex products should do.
When business rules, systems, exceptions, and handoffs become hard to work out, I help make the underlying problem clear enough to decide, design, and build.
Senior Product Designer with experience across enterprise software, fintech, B2B products, legacy systems, and AI-enabled workflows.
// WHERE THE DIFFICULTY LIVES
When the work gets difficult.
Some product problems are difficult because the interface is wrong. Others are difficult because nobody has fully worked out what the system is supposed to do.
Rules live in different places. Exceptions keep appearing. Teams depend on one another but work from different assumptions. A workflow crosses systems, people, and business processes, and the gaps between them become the real problem.
That is where I tend to be most useful.
Business Rules
When requirements, policies, and product behavior do not quite line up, I help make the underlying logic explicit and workable.
Exceptions
The normal path is rarely the whole system. I work through edge cases, alternate states, failures, permissions, and other conditions that determine what actually happens.
Handoffs
When work moves between people, teams, or systems, I make the relationships and decision points visible so the workflow can be understood as a whole.
Implementation
When a product is difficult to build because important decisions are still unresolved, I help turn ambiguity into flows, prototypes, specifications, or other artifacts the team can act on.
// SELECTED EXPERIENCE
Experience with systems where the details matter.
10M+
Active users
TD Bank — Led UX work across U.S. Online Banking, a regulated financial platform supporting more than 10 million active users.
100+ → 25
Enterprise screens
OneSpring — Helped modernize a 15-year-old AS/400 enterprise system by restructuring more than 100 fragmented screens into a clearer product architecture.
AI
Current work
Sedgwick — Working with conversational AI systems in claims operations, evaluating business rules, exceptions, escalation, human review, and agent behavior.
// THE PAST WORK / CASE STUDIES
TD Bank: U.S. Online Banking Enrollment
A high-stakes enrollment experience had to work across complex compliance requirements, legacy API constraints, authentication considerations, and multiple teams.
I led the UX architecture for an initiative targeting approximately 700,000 new users, working through the flows, states, rules, and edge cases needed to align eight disconnected teams around a common design.
The result was a clearer, buildable experience with the important behavior worked out before implementation.
Invest Clearly: Investor Onboarding
Investor onboarding required users to navigate complex KYC and compliance requirements while moving through a process designed to support the business funnel.
I restructured the experience around progressive disclosure and a clearer relationship between user decisions and the requirements behind them.
The result was a simpler path through a complicated process without removing the underlying compliance requirements.
Project RELAY: AI Interaction Design
A voice-first AI product needed an interaction model that could translate natural language into useful actions without forcing users through a conventional interface.
I defined the interaction model, decision logic, and AI behavior, then designed and implemented the working product.
The result was a functional AI product designed, built, and deployed in under 72 hours.
// WHEN TEAMS BRING ME IN
When the work needs more than another pair of hands.
The reason for bringing in outside help is not always the same. Sometimes the problem is difficult. Sometimes the work crosses boundaries. Sometimes a new system exposes decisions that were never fully worked out. Sometimes the team simply needs experienced capacity.
01
A difficult product problem
A significant product initiative is stuck because the requirements, workflow, business rules, or system behavior are harder to resolve than the team expected.
02
A workflow crosses boundaries
The work moves between product, engineering, operations, compliance, or multiple systems, and the gaps between those parts are creating uncertainty or rework.
03
A new system exposes an old problem
A new platform, automation, or AI capability reveals workflow decisions, exceptions, or responsibilities that were never fully worked out.
04
The team needs senior capacity
There is important product work that needs experienced design support, but not necessarily another permanent hire.
// HOW THE WORK CAN HAPPEN
The format depends on the situation.
There is no single engagement model. I can join an existing team, take on a defined piece of work, or support an agency or consultancy as additional senior capacity.
WHAT THE WORK MAY INVOLVE
The work can take different forms depending on what the situation requires: product design, workflow analysis, prototyping, system modeling, specifications, validation, or implementation support.
// HOW I APPROACH THE WORK
Product design, with the system in view.
My background is in Product Design, but I tend to look beyond the interface to the decisions, rules, dependencies, and operational conditions that shape what a product can actually do.
I’ve worked across enterprise software, fintech, legacy systems, B2B products, and AI-enabled workflows, with additional experience in business analysis and transformation.
That means the output can vary: a product design, workflow, prototype, specification, decision model, or something else the team needs.
THE COMMON THREAD
The artifact changes. The goal does not: make the important parts of the system clear enough to move the work forward.
// START WITH THE PROBLEM
Have something difficult to work out?
Tell me what is not working. We can figure out what kind of help makes sense.