Through meticulous field observations, I have discerned a mission: to redefine the Human Experience for both digital guests and operational crew members, extending it beyond the four walls of restaurants. Crafted user stories for a revolutionary digital ordering experience that empowers DosBros customers to enjoy a convenient and modern way to order. By crafting intricate user stories, I paved the way for effortless online ordering, granting DosBros customers the advantages of advance ordering and quick pickup. This goes beyond just convenience; it's about elevating every interaction into a memorable brand experience, transforming routine transactions into something special. Through a series of rigorous usability studies, revolutionized the operational landscape of DosBros. Empowered by foresight, the operational team now implements demand-based cooking, ensuring fresh, high-quality food while minimizing waste.

observe, mission, transform!

DOSBROS

PRODUCT SERVICE UXD

I led the end-to-end redesign of TracKing® v2.0, ThermoKing’s next-generation IoT platform that monitors over half a million temperature-controlled assets across trucks, trailers, rail, marine, and bus transport modes. These are far more than data dashboards — they serve as the central nervous system of the global cold chain. A single poorly designed alert or unclear temperature graph can result in spoiled vaccines, ruined pharmaceuticals, or millions of dollars in lost perishables. I spearheaded the product design effort, guiding cross-functional teams to deliver a cutting-edge, user-centric IoT solution that redefined temperature-controlled transportation. By applying deep product and service design expertise, I empowered fleet owners, distribution center teams, drivers, and logistics operators to optimize refrigerated operations with unmatched cargo safety, regulatory compliance, and operational efficiency. I seamlessly integrated multi-tenant user onboarding, automated IoT asset activation, temperature scheduling, intelligent alarms, real-time notifications, geofences, and interactive maps with sensor events — all aligned with ThermoKing’s ConnectedSuite subscription plans. This created an intuitive, scalable, and secure experience for both single- and multi-zoned assets. I developed comprehensive service blueprints, built a clear polyhierarchical information architecture, and crafted a unified design system supported by MCP and AI-prompted prototypes. These efforts enabled rapid, high-impact feature releases and delivered a truly game-changing Platform as a Service (PaaS) solution that significantly elevated the overall product experience.

Clarity in complexity, Safety at scale, decisions at every mile.

THERMO KING

PRODUCT & SERVICE DESIGN

<h6>Transforming electronics manufacturing through intelligent, on-demand experiences.</h6> I led the end-to-end product and service design for MacroFab’s AI/ML powered platform — reimagining how electronics companies design, quote, manufacture, and track PCB assemblies.: By combining LLM and Agentic AI with thoughtful service design, we created a seamless experience that serves every stakeholder: customers, partner factories, engineers, sales, operations, and quality teams. <ul> <li>AI-driven BOM forecasting for smarter material planning and reduced shortages.</li> <li>Significantly improved quote accuracy and faster turnaround for customers</li> <li>Optimized production scheduling delivering faster lead times</li> <li>Enhanced cost efficiency across the entire manufacturing process</li> <li>Higher and more consistent PCBA quality through intelligent quality controls</li> </ul> I applied a holistic Product + Service Design approach to create intuitive interfaces, new product features, and streamlined processes — turning a traditionally complex and fragmented manufacturing journey into a transparent, efficient, and delightful experience. From initial configuration to final delivery, every touchpoint was designed with clarity, speed, and reliability in mind.

Making on-demand manufacturing intelligent, transparent, and effortless.

MACROFAB

<h6>Creating seamless, modern banking experiences that drive growth beyond traditional branches.</h6> As a Product Service Designer on Jack Henry’s Banno team, contributing to the BankAnywhere PaaS integration. The goal was to deliver an industry-leading fintech experience that is intuitive, flexible, and scalable for financial institutions of all sizes. We crafted and simplified complex, highly customized banking journeys — combining strong product design with thoughtful service experience to help banks expand their reach, attract new customers, and grow deposits. <ul> <li>Simplified complex banking workflows for both end-users (customer channel) and bank administrators(employee channel)</li> <li>Improved user adoption through cleaner, more intuitive interfaces</li> <li>Enabled market expansion beyond physical branches with seamless digital experiences</li> <li>Increased flexibility for financial institutions to customize while maintaining consistency</li> <li>Enhanced overall customer satisfaction and operational efficiency</li> </ul> Led to the design and refinement of JHA OpenAnywhere™ — a key component of their BankAnywhere PaaS platform. I helped shape a modern, responsive digital BankAnywhere experience that delivers exceptional usability while meeting complex banking regulatory requirements. The solution fully integrates with a wide range of identity verification and security services and supports multi-channel account opening (web, mobile, kiosk), funding methods, including account transfers, ACH, debit/credit cards, and in-branch funding.
 A major focus was designing product experience around the dynamic service rules engine, which empowers financial institutions to fully customize their account opening workflows with greater control — without needing technical resources or heavy development effort. I also played a key role in designing seamless experiences for automatic population of personal information through OCR and barcode scanning, significantly speeding up and simplifying the process for users.

Smart banking that scales beyond branches.

JACK HENRY

<h6>Connecting data, people, and care for healthier lives.</h6> I served as Product & Service Designer for Alere® Health’s Apollo platform — a large-scale, integrated health management system that connects providers, health insurance companies (payees), state clients, Fortune 500 employers (payers), and patients (end users/employees) through one seamless, data-driven wellness portal. The platform consolidated 16 legacy applications into a single modern ecosystem, supporting tens of millions of medical and pharmacy claims while enabling real-time access to biometric data, remote patient monitoring, and highly personalized care programs for over 26 million eligible participants. <ul> <li>Consolidated 16 legacy systems into one unified wellness platform</li> <li>Served over 26 million eligible participants and 503,000+ enrolled users</li> <li>Supported 3.4 million outbound calls for chronic care management programs</li> <li>Delivered personalized wellness and chronic care and connected journeys (including glucose monitoring, wearable sensors,implantable devices)</li> <li>Improved care coordination, reduced errors, and accelerated delivery of cost-effective health programs</li> </ul> I am deeply driven by improving human health through thoughtful product and service design. At Alere Health, I led the UX strategy and service design for the Apollo platform’s complex healthcare workflows. My product design included structuring clinical and biometric data (EHR, PHR, and IoT monitoring devices) into intuitive, user-centric interfaces that improved patient identification, reduced errors, and enhanced care coordination. I designed connected experiences for chronic care programs, ensuring seamless integration into patients’ daily lives. I also implemented interoperability frameworks using HL7 and FHIR standards, enabling scalable and compliant data exchange across regulatory healthcare systems. From ideation through implementation, I drove the design of this platform end-to-end, creating meaningful secured experiences for all stakeholders — patients, providers, employers, and payers.

Unified wellness experiences that improve health outcomes at scale.

ALERE

<h6>From 1-800 to mobile & kiosk — one powerful ordering platform for 35+ brands.</h6> Revolutionizing restaurant ordering with a seamless, multi-brand, omnichannel digital experience. I led end-to-end product and service design for Tillster®’s (formerly Snapfinger®) next-generation digital ordering platform — Snapfinger® 2.0. The challenge was to unify and modernize food ordering across multiple channels while supporting a complex ecosystem of 35+ national restaurant brands, thousands of locations, and diverse point-of-sale systems. <ul> <li>Designed an omnichannel foundation serving over 35,000 restaurant locations across 3,200 cities</li> <li>Created a highly customizable multi-brand experience for major chains including Pizza Hut®, TacoBell®, Steak 'n Shake®, Outback Steakhouse®, California Pizza Kitchen®, Chili’s®, AMC® Theatres, and more</li> <li>Delivered consistent, branded, personalized ordering experiences across mobile, web, tablet, kiosk.</li> <li>Enabled seamless integration with 15+ unique POS systems (covering over 90% of multi-unit restaurants)</li>
</ul> I led a full-stack product design workshop and established a comprehensive omnichannel service design strategy for the Snapfinger® 2.0 platform. My work included designing a flexible, multi-tenant, multi-brand architecture that allowed each restaurant group to maintain its unique identity while benefiting from a shared, modern as-a-service technology foundation. I focused on creating intuitive digital ordering journeys, personalized consumer experiences based on preferences, language, and currency, loyalty programs, and seamless integration between online, mobile, and in-store operational systems.

Seamless omnichannel ordering for the world’s biggest restaurant brands.

TILLSTER

FULL STACK SERVICE UXD

Hertz Car Rental is selling off its used fleet through its Rent2Buy program During a UX workshop, framing UX stories provides a natural way to summarize user research. By altering scenarios to enhance the experience, we can simplify the process. This involves crafting wild business ideas into multi-layered wireframe designs that integrate various scenarios. Storyboards and personas further help us fine-tune the sequence of actions. Finally, prototyping the select-to-purchase experience across multiple form factors builds confidence among stakeholders, developers, and marketing teams. example UX story: {Customers} have full use of the vehicle for up to three days and if he/she chooses to purchase the vehicle, they simply keep the car and pay the listed price without any haggling and the rental fee is waived. If the customer decides not to purchase the car, the vehicle is returned to the renting location and the transaction is treated as a standard rental with a $XX per day rental fee.

Projects

DOSBROS

observe, mission, transform!

Turning Enterprise Product Challenges , into Purposeful and Intuitive Experiences