Lowe's
I design the language in product interfaces—errors, actions, and the component-level content design standards and patterns that keep them consistent.
Case studies below are real engagements, reconstructed where required by client confidentiality. Work done at Lowe's; UI reconstructed as Northbeam.
I authored the company's first-ever content design guidelines on Floor, positioned content design at the same tab level as product design, and built a 94-criteria evaluator that scores UI without faking a pass.
94 evaluation criteria
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About 100 developer-written messages during the customer checkout experience, rewritten so associates could recover without a phone call.
12% fewer IT Service Center calls
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Talk-to-Text on the company-issued device so deaf and hard-of-hearing associates don't put customer conversation on a personal phone.
Conversation in under 5 seconds (user research)
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Interruptive App Sync tutorial after login delivers time-on-task savings and customer service efficiency.
200% scan-action adoption over six months
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