What happens when call center agents are juggling multiple apps and scribbling notes while customers wait on hold? I led cross-functional research at Allstate's Saginaw call center that uncovered critical workflow breakdowns—resulting in product improvements that cut call times by 40% and saved $2M annually.

How do you revive a demoralized team that's lost faith in Agile and fallen into "just ship it" mode? I partnered with burned-out PMs and disengaged developers to rebuild trust through user research and ride-alongs with roadside drivers—transforming not just the product, but the entire team culture.

What happens when developers can't tell if their code meets accessibility standards before pushing to production? I redesigned Allstate's confusing Compliance Buddy dashboard into an intuitive system that made WCAG compliance instantly visible—transforming accessibility from a deployment roadblock into a seamless part of the development workflow for over 1000 internal developers.