Selected Work
Cases that moved the needle.
AI in the UX Process
From mechanical work to judgment work.
Architected and rolled out Claude — Skills, MCPs and Agents — across every phase of TownSq's UX process, from discovery to handoff. Presented to leadership at the TSQ-X event; now the framework the whole design team operates against.
AI Suggested Reply
It's not just AI. It's AI with purpose.
Data-driven discovery pointed to TownSq's most painful high-volume feature — Requests — and AI became the answer: context-aware draft responses that help managers reply faster and better, for 9.5M+ residents.
NPS Program
From noise to signal
Built TownSq's NPS program from the ground up — 9 active surveys across US, Brazil, and Canada, cross-referenced with Voice-of-Customer data to turn scattered feedback into executive-level product intelligence.
Continuous Discovery
Weekly cadence, constant clarity
Introduced and scaled Continuous Discovery across TownSq product teams — from occasional research sprints to a weekly rhythm of user contact that feeds every design decision, including interviews that convert detractors into promoters.
Design Review System
Quality at every gate
A structured Design Review process that raises the quality bar across all product areas without slowing teams down — critique as a team sport for designers, PMs, and developers.