How Conversational AI Was Used to Connect This Sports Team to its Nearly 50k-Strong Fanbase and Revolutionize Fan Engagement

In a groundbreaking move for Major League Soccer, I led the conversation design and product strategy of the first chatbot for Atlanta United. This innovative solution revolutionized fan engagement by boosting ticket and merchandise sales while educating users about the team and its players. The chatbot seamlessly integrated into Atlanta United's digital ecosystem, setting a new benchmark for fan interaction and digital engagement in sports. My work not only enhanced the user experience but also showcased the transformative potential of conversational AI for sports organizations.

How Hotel Guest Experiences Were Elevated By Integrating Upsell Opportunities Through Smart Chatbot Interactions

I was brought in to lead the conversation design for a chatbot aimed at enhancing guest interactions and increasing revenue within the hospitality industry. By refining the UX structure and crafting dialogs that aligned with the client’s strategic goals, I helped highlight key areas of focus, including the integration of upsell promotions. This case study details the challenges we faced, the solutions implemented, and the significant impact on guest satisfaction and business outcomes. Explore the best practices and insights gained from integrating real-time promotional offers into guest service flows, ultimately redefining how hotels engage with their customers.

How Fitness was Revolutionized with Peloton Guide's Voice Integration, Increasing Live In-Class and Out-of-Class Actions by 90%

Leading the charge in connected fitness innovation, I spearheaded the AI-driven UX integration of a voice control feature into the Peloton Guide, impacting 2.49 million users. This transformative initiative boosted user engagement with voice commands by 90%, enhancing the workout experience to be more accessible, interactive, and seamless.

How a One-of-a-Kind Chat and Voice Experience for SoftBank's Robot Avatar was Created for Their Clients

I led the voice UX and conversation design for SoftBank Robotics' US launch of Pepper the Robot, creating unique, interactive experiences across retail, hospitality, financial services, and healthcare sectors. I developed the conversational UI and on-screen UX for major clients like HSBC, Kohl's, and Canadian Tire, and built the Pepper Core Intelligence design system to standardize Pepper's chat personality and vocabulary.

Optimizing Leasing Processes: Elevating a Leading REIT’s Application and Renewal Platform

I partnered with a leading real estate investment trust (REIT) to enhance the digital leasing experience for prospective and current residents. My consulting efforts focused on streamlining the application and renewal process, improving user flows, and optimizing the UX/UI of their digital platform. A key initiative was the design and implementation of an online move-in cost estimator, which significantly increased online applications by providing transparent, upfront pricing. My work also included UX discovery, user journey mapping, design system enhancements, and aligning new features within the company’s existing digital ecosystem.

Enhancing the Digital Healthcare Experience: Consulting for a Leading Telemedicine Platform

As a consultant for the telemedicine industry, I was brought in to refine the product design for a comprehensive online medical care platform. The initial UX and UI had been partially developed, but it required a more user-centric approach. I reimagined the UX flows to streamline the user journey, breaking down visits into targeted medical treatments through both synchronous and asynchronous interactions prior to public launch.