Modernizing Delta’s Wallet into one travel-value hub — SkyMiles, eCredits, certificates, vouchers and receipts across the whole trip.

Contextual moments across booking, checkout, active trips, disruptions and post-trip.

11 initiatives across payments, credit, industry operations and financial accounts.

Risk-based transfer prompts for a flow with 40.4% verification abandonment.

Loan-coupon guidance: 75% of viewers adjusted their amount and kept the coupon.

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Global after-sales diagnostics for 40+ markets and 2M+ devices.

Turned a 60+ step troubleshooting flow into a decision-driven system.

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112 surveys and 11 interviews into a membership service system spanning 8+ workflows and 5+ touchpoints.

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Found 20+ usability issues in a complex financial content system; reworked IA and discovery to WCAG standards.

Enterprise after-sales platforms for Chevron and Devon — 40+ pages redesigned.