I don’t just implore empathy, I immerse myself.

You don't need a trip to the bike shop. You just need your bike fixed.

Research

We held empathy interviews with 30 bike owners of every kind, and with 9 shops across Washington, Colorado, Utah, Massachusetts, Vermont, and New Hampshire. For customers, the biggest pain point was getting the bike to the shop in the first place: no car, no rack, or no time to ride it in and walk home. Shops had the opposite problem — finished bikes sat waiting for pickup for days or weeks, taking up expensive retail floor space.

Design

We took those findings into design sprints built on Jobs to Be Done, design thinking, and other sprint exercises, looking for the best way to get a bike fixed. Mobile won, so we took the trip out of repair. The AI desk handles triage, quoting, and booking so a mechanic can visit the customer with everything the job needs and fix the bike on site — nothing has to get stored at a shop, and no one loads a bike into a car.

Delivery

We launched doortodoorrepair.com in 2023 and keep adding features as customers need them, including a membership program whose members serve as our test group for ongoing research and design.

Result

Customers get one-to-one time with their mechanic, at home, where they're comfortable asking questions and watching the work. It's a calmer, more personal experience than a retail counter.

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The service desk on the left, one bike's wear tracker on the right. Both link out to the running product.

A triage tool built from how the best repair technicians think

Problem

Techs showed up with the wrong diagnosis or the wrong parts, and sometimes there was nothing to fix. Every miss cost a truck roll.

Approach

I interviewed agents and customers to learn what the strongest technicians do differently, then turned that into a guided Q&A that suggests the next step. An AI layer drew on years of past repair records to surface likely fixes.

Result

Errors in assessments, parts orders, and wasted trips dropped more than 35%.

Techs cared more about seeing why the tool made a call than about it being right every time. I've designed AI recommendations that way since.

MVP walkthrough — AI-enabled repair triage and service app.

Setup that holds up in a real classroom

Problem

We had no data on how teachers actually used the camera.

Approach

Two weeks in a public high school: 7 teachers, 8 classes, 9 setups. Setup was failing because of the rooms, the school networks, and the few minutes teachers had between bells. I brought that back to the product team, redesigned setup around it, and wrote the Quick Start Guide and an internal interaction guide.

Result

Adoption rose an estimated 30 to 50% over earlier versions.

Shopping for hearing aids without an audiologist

Problem

I was hired to design the hearing aid shopping experience. Early research showed a long road of hearing loss, with many people waiting too long to get tested. The biggest barrier to buying one was actually knowing whether you needed one at all.

Approach

I ran a two-week competitive analysis of the audiologist process, including having my own hearing tested, then proposed a hearing test built right into the shopping flow. It mirrored the audiologist visit, removed the appointment, gave results instantly, and recommended devices based on each person's results.

Result

Shoppers could check their hearing and see which hearing aid fit their results in one visit. The flow launched on bestbuy.com three months after retailers could sell hearing aids, and lifted sales almost 40% over the next six months.

Teaching head tracking in the first minute

Problem

The glasses respond to where you turn your head. People have to feel that; a screen can't explain it.

Approach

I worked with the marketing teams on research to test experiences for demonstrating audio-only AR, then wrote the iOS onboarding app that read the head-tracking sensor and made those experiences real, on the product's prototypes.

Result

The onboarding taught the product, demoed it in the marketplace, and gave users a clear idea of how it would fit into their life.

Audio AR onboarding, as it ran on the phone — press play, and use headphones.