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Service Design: Intuit Client Referral Ecosystem
Foundational research and strategic service design to optimize the end-to-end referral funnel, utilizing trust-building features to reduce churn and redefine the experience for tax professionals and clients.
Designed a controlled experiment (N=58), triangulating physiological sensors with psychometric surveys to measure the hidden costs of automation. Revealed that ‘human-in-the-loop’ systems build significantly higher trust.
Redesigned the university’s critical safety compliance portal. Reduced emergency reporting time by an average of 87% across all user groups through rigorous usability testing and information architecture restructuring.
