Work

Valley's business banking platform buried high-frequency tasks in a deeply nested vertical menu, leaving small business owners lost and driving avoidable support volume. Competitive analysis and usability testing led to a redesign that cut navigation paths from 4+ clicks to 2 and eliminated 60% of misdirects.

Usability gaps in Valley's KYC verification flow led to back-office errors, onboarding delays, and compliance risks from manual overrides. This case study follows three phases of research and design that progressively improved banker confidence, reduced workflow friction, and strengthened compliance at the point of service.

Over 83% of existing Valley customers entered account opening unauthenticated, forcing a 30-minute application and a costly third-party funding flow. The resulting design brought 92% of users into an authenticated workflow and reduced third-party funding reliance by 42%.

Luxury travel should feel effortless — but Tauck's digital experience was anything but. I redesigned the search and booking journey to remove friction, empower trip discovery, and match the premium experience their travelers expected. The result: a 19% increase in bookings and a 42% jump in filter engagement.

Independent audiologists are in the business of helping people hear — not managing paperwork. I designed a centralized portal that digitized manual workflows and gave practice owners the tools to run their businesses with confidence. Post-launch, 86% of users found it easy to navigate.

When biopharmaceutical researchers need to ship life-critical products across the globe, there's no room for a clunky ordering process. I redesigned World Courier's logistics platform to automate shipping orders, simplify complex regulations, and give operations managers back their time.