Portfolio

POLITICAL AD TRANSPARENCY

Fighting Foreign Interference in US Elections

Client 

Facebook

My Role

Product Design Director

New industry standards in ad transparency were required to protect legitimate political discussion on Facebook following the US general election of 2016.

 

I helped lead the research and design for the verification and authentication of political advertisers, the labelling of political ads, and a search archive of all political ads and content demonstrated in this video.

Political Ad Archive Video

MOBILE FRAUD ALERT 

Multi modal Charge Verification 

Client 

American Express

My Role

Lead Designer

Taking the existing charge verification speech application, we moved it into the mobile channel to provide simultaneous voice and web interactions.

 

The new 'multi modal' experience let customers quickly verify or deny charges using voice or touch. Customer satisfaction (CSAT) improved over the speech application and saved money by reducing the human customer service intervention required.

PERSONALIZATION OF CHAT INVITATIONS

Optimization with Multifactorial Testing

Client 

Hilton

My Role

Chief Design Officer

Informed by data and a users web history, Hilton customers are shown a chat invite that is 'predicted' to best meet their needs, when booking a hotel room.

 

Invites are dynamically generated from different variables including, icon style, color, message, font style and invitation placement position on the website.  

 

Invite 1 had a higher acceptance rate and conversation rate compared to Invite 2, and created more lift in acceptance over the control invite 3.

DIGITAL CONCIERGE

Omni Channel Hotel Booking

Client 

Hilton

My Role

Chief Design Officer

The digital concierge is aimed at loyalty members and solves a problem of knowledge sharing across channels and Hilton's many hotel properties.

When a guest types in a question in chat, an algorithm parses the question using ML and NL processing to determine the Intent of the question. 

 

One right answer is served to the guest in their channel of choice, at any point in the reservation process. Here, the customer is being shown comparable hotels in London as they chat.

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MOBILE APP VIRTUAL ASSISTANT

In-App Messaging SDK

Client 

United Airline

My Role

Chief Design Officer

An in app messaging SDK powered by AIVA (Artificial intelligence Virtual Assistant) for automated self-service and chat for assisted travel services on United Airlines. 

 

In this proof of concept, customers could query information about checked baggage charges from the Chat icon on the home page or Contact Us and About United sections of the UA Native Mobile App. 

 

This helps United handle more interactions more efficiently with an integrated virtual agent and chat strategy.

 

 
 

MOBILE TRAVEL CONCEPTS

End to End Travel Support

Client 

[24]7.AI

My Role

Chief Design Officer

At any point along a  journey our storyboard looked at simple ways to get things done using an Airline mobile app, powered by [24]7.AI's ability to anticipate customer intent and respond with real time and predictive support.

One concept is for automatic rebooking after a flight cancellation (left). Another concept is a timeline to help travelers get to where they need to be on time (right). Illustrating predictive support with pre departure information based on location and real time updates from the airline.

MOBILE CAROUSEL

Award Winning Mobile Application

Client 

Yahoo! Go

My Role

Sr. Director, Design 

A Java-based client application let users get all their Yahoo! services in one place from a variety of different phone carriers and devices.

 

To navigate through the different offerings, a 'carousel' metaphor was used.  The simplicity of the interaction was well received by users and the application won Best Made for Mobile Infotainment for Sports & News award for Infotainment by GSMA.

BIG TABLE

A Collaborative Digital Workspace

Client 

Apple

My Role

Design Manager

A small interdisciplinary team explored the possibilities and issues that arise when pixels become cheap and monitor geometries are no longer constrained by conventional CRT technology.

 

We prototyped a table to support people in real-world activities like collaborative working, document sharing and gaming.

 

A demo of our explorations into hardware displays, multi user interactive work spaces, can be seen in this video “Apple Big Table Ambient Interface”  

Mobile to Table File Transfer

SPORTS WEBSITE

A Redesign to Compete with ESPN

Client 

Yahoo!

My Role

Design Director

We transformed a sports website with a lot of links and stats., into an exciting, content rich experience customers and sponsors loved. The redesign set a new standard for online sport media.

 

The attractive new sponsorship pages for major league sports brought in sponsors Pepsi, Ford and KFC who invested heavily. The site moved from #4 to #2 on the internet behind market leader ESPN and attracted 52% more monthly visitors who were spending more time on each page.