Work
Projects
Service design in regulated serviuces within financial services and healthcare, from strategy to the front line. Each project is tagged by sector and by what drove the change: people, platform or process.
2024–25
One Customer, One View
JPMorganChase · Finance · Platform
About 5 million customers were tagged one way in one system and another way in the next. We designed a fix from the data up.
2024
Content Velocity
JPMorganChase · Finance · AI · Process
Updating the guidance call-centre specialists read from took 10 to 12 weeks. We found where the time went and shaped six ways, three using AI, to get it to two.
2023–24
Lost Card Lifeline
JPMorganChase · Finance · PLATFORM
Every month 800,000+ Chase customers tried to replace a lost card themselves, and around 40% gave up. The card tracker we built became a module other journeys reuse.
2021–22
Surgery, Start to Finish
Northwell DPX · Healthcare · Process
Northwell was planning a new surgical pavilion. We studied today's surgery experience so the new one wouldn't repeat its problems.
2021
Caring for Caregivers
Northwell DPX · Healthcare · People
Family caregivers carry more than anyone in the health system, with the least support. We designed an ecosystem around them.
2021
Household Health Hub
Northwell DPX · Healthcare · Platform
In most families, one person tracks everyone's appointments and prescriptions. We designed and tested an app for that person.
Working on a regulated service?
I’m always glad to compare notes with people in finance, healthcare or the public sector, especially if you’re working out where AI belongs.