replaced a 5-year-old set of static persona sheets with a structured, AI-queryable YAML library. 30+ user types, queryable in plain language by anyone on the product team.
led UX discovery for an AI-powered tool that automated procedure documentation updates. cut change management from 8–10 hrs/week down to ~30 min of reviewing AI-suggested edits.
redesigned how DC commuters plan their journeys. found the real problem wasn't payments — it was trip planning. 96% task success rate (n=26, Maze).