Customer Care Checks

We reinvented the customer survey, called a Care Check, to gather feedback and improve customer sentiment at key milestones in the mortgage process. We made the questions borrower-centered and introduced engaging new ways to present Likert scales and tons of micro animations. Each answer triggers a specific response, which makes the user flow pretty complex, but it gives the customer a more personal experience.

At the end of each Care Check, we add a little surprise and delight for finishing. After the redesign, completion jumped 50%!

Calculators and Components

I’ve built a variety of mortgage calculators, dashboards, exit intent scripts used across multiple products, and a component library that spans multiple brands, helping ensure consistency, accessibility, and ease of development.

My Affordability Calculator redesign simplified the UI and drove a 106% increase in conversion. (Really. I double-checked.)

Higher Education

I spent over a decade at The University of Missouri designing and building websites that met WCAG AA standards and maintained Mizzou brand guidelines (which I helped write). I created a design system framework that served as the base for our websites. All while bleeding black and gold.

Agency Work

I worked at a local WordPress shop focused on e-commerce, building sites for local businesses, restaurants, non-profits, and festivals. Highlights include a custom registration system for the Missouri State Games, a website for Columbia, Mo.’s famous pizza joint, and work for the True/False Film Festival.