Case Studies
Four examples where the problem the company named was not the problem that existed. Each one is the same framework: find the structural failure, build the system that removes it, and leave something behind that runs without me in the room.
01
Enterprise UX Operating Model Transformation · Lowe's
Architecting Clarity in a High-Complexity Delivery System
A 30-person UX organization was absorbing a structural failure the company kept reading as a design problem. I rebuilt how work entered the system and turned volatile delivery into a measurable, durable operation.
<15% Mid-sprint requirement changes
−50–65% Rework cycles
~80% Sprint commitment accuracy
02
Global 24-Hour Design Framework · Wells Fargo
Delivering When It Cannot Wait
A failing project at the edge of cancellation and a global team stuck in sequence, losing to a deadline. I turned time zones from a coordination problem into a delivery advantage, and recovered it in under 30 days into a $2M–$4M relationship.
+30–40% Work output (Jira, 30 days pre/post)
<30 days Time to full project recovery
24-hour Delivery cycle
03
Enterprise AI Operating Model · Lowe's
AI Across the Entire Delivery Cycle
A company-wide AI mandate arrived with tools and no playbook and ungoverned use had already quietly started. I built the governance before the workflows, and took three skeptical disciplines to full adoption in under 60 days.
−45% Research synthesis time
2–3 days Report turnaround
~2 days Design iteration cycle
04
Consumer Product Craft · Lowe's
Military Customer Verification Redesign
A verification flow that made loyal customers give up partway through. The fix wasn’t a new interface, it was one reordered step that protected revenue, lifted conversion, and turned a discount into a loyalty event.
91% Completion rate
3m 10s Average completion time
9% Drop-off rate
What connects them
Governance is the mechanism. Care is the reason.
Every case here started as a delivery emergency and ended as an operating model. The through-line isn’t methodology. It’s the belief that people do their best work inside systems built with intention.