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About My Work

I've been designing language systems for digital products since 2017 — from early voice and conversational experiences at Best Buy, where I helped establish enterprise content and conversational design practices across new interaction platforms, through large-scale conversational rebuilds at Allstate and USAA, and now into AI-driven content systems at PwC.

That work has spanned UX content systems, chat and voice experiences, IVR modernization, hybrid human–AI workflows, and multimodal experience design — along with the operational structures that connect them.

My recent work focuses on AI-driven transformation: designing model ecosystems, prompt and evaluation frameworks, governance structures, and the systems required to move organizations from pilot experiments to durable capability.

Some representative examples are below. 

DESIGNING FOR AGENTIC AI: A SKILLS FRAMEWORK

Created a design framework for translating user needs into discrete “skills” within agentic AI systems. The framework helps teams identify which capabilities should become reusable agent skills, how those skills compose into larger user experiences, and how designers can collaborate effectively with product and engineering teams when building AI-driven platforms. It positions “skillification” as a design discipline that connects user goals, system capabilities, and real-world product behavior.

From Designing Containers to Designing Intelligence

Developed a conceptual framework showing how traditional UX design skills translate into the emerging world of agentic AI systems. The model illustrates the shift from designing screen-based interfaces to designing intelligent systems that interpret intent, orchestrate capabilities, and synthesize responses dynamically. It highlights how familiar design practices — such as flows, decision trees, and edge-case handling — evolve into intent mapping, skill orchestration, and conversational QA in AI-driven environments.
Product Descriptions •

PRODUCT, STORY, PURCHASE. REPEAT.

I worked with Target to design a product content strategy to support their expansive brand collaborations, particularly important as many product styles are available only online.

Upon implementation, online sales of these high-value products exceeded sales goals by over 40%, and outperformed on-store sell through rates by over 25%.

The lesson? Great content design bring products to life. It answer questions, affirms trends and kicks hesitations to the curb. Most importantly, good product stories sell.

Areas of Focus

AI & Conversational System Transformation

Help organizations evolve from deterministic conversational systems to adaptive AI-enabled experiences — aligning interaction design, AI behavior, operational workflows, and governance structures.
(USAA, Allstate, Best Buy)

AI Content Systems & Governance

Design and operationalize AI-assisted content ecosystems, including prompt frameworks, evaluation models, governance structures, and scalable review processes.
(PwC Financial Services)

Content & Language System Design

Build scalable UX content systems across conversational, multimodal, and AI-powered product experiences — connecting brand voice, interaction patterns, and product behavior.

Voice & Language Optimization

Improve recognition, clarity, and conversational performance through regional language analysis, utterance refinement, and search-informed language design.
(Allstate, USAA)