Lead Product Designer
Designing and building AI products for complex, regulated work.
From airline service tools to healthcare workflows, I design around what people need to know before they act. I build prototypes to make those decisions testable.
Selected work
Product decisions, design artifacts, and clear limits on what the evidence supports.
United AirlinesSupporting case study
From thirteen systems to one service task
At IBM iX, I researched how United customer care representatives in Chicago and Houston resolved complaints across thirteen legacy systems. I helped turn that fragmented work into one task-centered dashboard. During the pilot, average throughput rose from two to seven complaint resolutions per hour, and United followed with a rebooking assignment.
- Information architecture
- Interaction design
- Ethnographic research
- Service design
California DHCSSupporting case study
One design system across four DHCS workstreams
MCWeb Portal, OPUS, OLCC, and Provider Portal were moving in parallel while the design team shifted from Adobe XD to Figma. I rebuilt the existing Bootstrap patterns in Figma, checked them with screen readers, and kept review decisions with the screens for weekly cross-team handoffs.
- Design systems
- Accessibility
- Design-tool transition
- Stakeholder coordination
About
I'm Stephen, a senior UX and product designer based near Chicago. My background spans enterprise aviation, public healthcare, and regulated work. I move between research, interface design, and prototype implementation so teams can examine behavior before committing to it.