Real-world results

Westwind Cable TV

  • Industry: Entertainment, cable television

  • Problem: Difficult, awkward Vacation Hold process was driving high call volume to live agents

  • Solution: Conversational AI Design, guiding users step by step

  • Result: 78% increase in successful call completion, 35% drop in transfer to agent

Interaction RITA (Bay Area Rapid Transit)

  • Industry: Public transit

  • Problem: Navigating a complex, expanding subway system was causing user confusion and losing customers

  • Solution: Conversation design that reflected customer usage patterns, not just transit system design

  • Result: $1.2M (estimated) in new business driven by the application

US Postal Service

  • Industry: Government / postal delivery

  • Problem: Hundreds of thousands of daily calls overwhelming the existing voice system, with high agent transfer rates and poor caller experience

  • Solution: Redesigned voice interface as principal UX designer, focusing on conversational Best Practices across voice, chat, text, and Visual IVR

  • Result: Self-service package tracking increased from 13% to 67% within 2 months

Need more examples? Check out my portfolio.

(real company, fictitious name to protect NDA)

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