Professional/Case Studies
Case Studies
Four engagements where the problem the company named was not the problem that existed. Each one is the same move: find the structural failure, build the system that removes it, and leave something behind that runs without me in the room.
Enterprise UX Operating Model Transformation · Lowe's
Architecting Clarity in a High-Complexity Delivery System
A 30-person UX organization was absorbing a structural failure the company kept reading as a design problem. I rebuilt how work entered the system — and turned volatile delivery into a measurable, durable operation.
Global 24-Hour Design Framework · Wells Fargo
Delivering When It Cannot Wait
A failing project at the edge of cancellation — a global team stuck in sequence, losing to a deadline. I turned time zones from a coordination problem into a delivery advantage, and recovered it in under 30 days into a $2M–$4M relationship.
Enterprise AI Operating Model · Lowe's
AI Across the Entire Delivery Cycle
A company-wide AI mandate arrived with tools and no playbook — and ungoverned use had already quietly started. I built the governance before the workflows, and took three skeptical disciplines to full adoption in under 60 days.
Consumer Product Craft · Lowe's
Military Customer Verification Redesign
A verification flow that made loyal customers give up partway through. The fix wasn't a new interface — it was one reordered step that protected revenue, lifted conversion, and turned a discount into a loyalty event.
What connects them
Governance is the mechanism. Care is the reason.
Every case here started as a delivery emergency and ended as an operating model. The through-line isn't methodology — it's the belief that people do their best work inside systems built with intention.