I believe that human insight serves as the cornerstone for designing exceptional experiences. By starting with a solid foundation of data-driven understanding, we create designs that truly connect with people, making for enduring and impactful digital experiences. Only then can we take our products to the next level.

ILLUMI AWARD 2023

Utilizing our partner vendor, UserTesting, to gather human insight I was able to help American Airlines soar to new heights by increasing completion rates for tasks like inputting passport details, adding loyalty information, and more by 37%. Additionally, I established the QXScore as a shared metric to drive product decisions and success across their digital experience, and increase that by 15%.

As a culmination of these efforts, I was honored with the 2023 Illumi Award for Customer-Driven Evangelist and featured in the accompanying video production, which you can watch below.