I believe that design makes technology more human. With a background in graphic design, I have focused much of my work on fast, agile prototyping within a context of a product story. User-focused design and serial thinking are the emphasis of my work and my goal is to humanize digital brand experiences.

Apple Support App

Shaping the app experience through high-impact feature design.

Trade In

Booking a repair is a high-stress moment. Users are focused on fixing a problem, not shopping. My goal was to introduce Trade-In as a helpful solution rather than an intrusive ad. I designed a flow that respects the user's primary intent while presenting their current device’s value at the exact moment it matters most—when they are weighing the cost of repair. This project focuses on balancing business goals with empathy, ensuring users feel informed, not pressured, when deciding between a repair and an upgrade.

Gen AI in Support App

Provide summarized and focused answers to customer queries using a mix of live and pre-generated responses. This approach aims to expand coverage to thousands of topics, achieving parity with the topics currently covered by Siri - Device Expert.

Express Replacement

Designing for Apple Support requires meeting customers with empathy when they need it most. I brought the Express Replacement Service (ERS) to the app to give AppleCare+ customers a seamless, immediate solution without the wait.

Because the logistics of a device swap can be complex, I focused on simplifying the end-to-end flow. I prioritized clear, reassuring copy around costs and timing to reduce anxiety, and designed an intuitive "Digital Swap Guide" to help users manage the physical transition of their data. By streamlining these technical details, I helped turn a complicated service process into a comforting, empowering experience.

Support App Redesign

Leverage hard-earned wisdom from Support App 3.0 to create the most simplified, consistent, and relevant support experience for customers