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The moments when a product must be unmistakably clear: before a trip, at checkout, while creating an account, or when a person needs help.
I am a product manager with nine years across travel, commerce, and high-trust consumer products. The common thread is friction: the handoff between “I want to do this” and “I can do this.”
The full timeline, roles, dates, employers and outcomes, is on the experience page, and mirrors my LinkedIn profile.
12 notes on product decisions. Past employers are named; the current regulated one is described by sector. No private data.
Six things, and the cases below are the evidence.
The part where a stranger becomes an account: signing up, proving who they are, and being told the truth about what you are asking for.
In 4 of the 13 cases
Checkout, check-in, changing a booking, buying the extra. The flows where sending someone to a human counter is the failure.
In 4 of the 13 cases
What happens after somebody raises their hand: where it is written down, who answers, and how you know which channel produced it.
In 5 of the 13 cases
Agents and automations in production, with the evidence they owe you before you trust them and the moment they hand back to a person.
In 4 of the 13 cases
Two audiences read the same page now, and a model reads it differently from a person. Both have to come away convinced.
In 4 of the 13 cases
From the wireframe and the flow diagram to the motion you feel under your finger, and the test that says whether any of it helped.
In 9 of the 13 cases
I explore how a chat assistant can recognise its limits and hand over to a person.
I explore the order of questions in account creation.
I explore how to make an automated system’s actions and limits visible.
I explore how to present changing information without creating false expectations.
Lead capture, lane attribution, a customer database, SMS campaigns and automated follow-up for a small business that had none of it.
I explore how to present a prediction without making it look certain.
I explore what can be learned without collecting unnecessary data.
An in-app messaging platform for the Carnival HUB app, built for guests on a ship with almost no bandwidth.
Mobile and kiosk redesign at Spirit Airlines: check-in, itinerary management, booking changes and buying the extras that come with a seat.
Marketplace pricing, inventory and how fast stock moves at Office Depot, where daily revenue grew roughly threefold.
Everything a guest has to do before they sail, digital booking, loyalty and checkout at The Ritz-Carlton Yacht Collection.
Changing the company that checks people are who they say they are, on a live product, with a switch we could flip back in seconds.
Bilingual sites, the hidden notes that tell Google and the AI assistants what a page is about, analytics and publishing loops built and run for small businesses.