Complex problems,
made to feel simple.

Emergency departments are stressful and opaque — patients wait for hours with little sense of what's happening, why, or what comes next. The work was to turn the ER visit into a guided experience: real-time updates, plain-language explanations of tests and results, and a clear path home. And because it ships to 100+ hospitals, the experience is fully white-labeled — every screen takes on each health system's logo, colours and branding while staying one coherent product.

Led design on the patient-facing experience end to end — the live wait-time and visit-progress view, AI-explained test results and plain-language education, multilingual support, and discharge instructions distilled into a simple checklist. Shaped during the COVID pandemic, it set the patterns the wider patient suite — Inpatient, Urgent Care, Access and Guard — now builds on.

• −30–50% fewer patients leave before being seen
• +10–15% patient NPS
• 1M+ patients a year across 100+ EDs
• Lifts patient experience and system loyalty

Most health advice is generic, and patient forums are noisy — a 30-year-old doesn't want guidance from a 70-year-old with six other conditions. Atlas (Vital's “Health Twins” concept) matches patients with others nearly identical to them but further along the same journey, and surfaces the decisions that matter — medications, procedures, choosing a doctor — as a calm, familiar consumer feed rather than a medical database. The work was a 0→1 prototype to prove the concept and open funding conversations.

Lead designer — UX, UI and the interactive prototype — working directly with founder and CEO Aaron Patzer to turn the vision into screens: a personalized feed, condition deep-dives (discuss, compare medications, find care), and medication feedback gathered through one-question-at-a-time inline surveys.

• A working 0→1 prototype for investor conversations
• Proof of concept for consumer-facing health tracking
• Complex personalized-medicine data, made to feel familiar

Six products, 100+ hospitals, and a lean design team. Without a shared system every screen risked drifting and every new feature meant rebuilding the basics. Anatomy is the single source of truth — tokens, components and patterns — that lets the team move fast and stay consistent across the whole product line.

Built and led Anatomy, the design system behind all six Vital products — Emergency, Access, Care Team, Inpatient, Guard and Urgent Care. Defined the tokens, components, icon set and accessibility standards, and set up how engineers, product designers and marketing designers all contribute to and ship from one library. Built to WCAG 2.1 AA, with screen-reader support, keyboard navigation and high-contrast visuals built into every component.

• Powers all 6 Vital products across 100+ hospitals
• One library for engineering, product and marketing design
• Faster, more consistent design-to-engineering handoff
• Accessible by default — WCAG 2.1 AA

Patient requests — pain, water, interpreters, complaints, AI alerts — used to scatter across the floor and fall on nurses, pulling them away from care. Care Team is the staff-facing system that captures each request and routes it to the right person in real time, with the dashboards to see how the whole department is running — without adding clicks to an already overloaded clinical day.

Lead designer (UI/UX) on Care Team, the staff-facing counterpart to the patient products. Designed the real-time request queue and routing and the analytics dashboards — engagement, feedback, follow-ups and wait-times — and built the shared pattern library they're assembled from. Used AI-assisted workflows to design and iterate the data-dense views at speed.

• 2,200 staff hours saved per year
• +80% service-recovery (NRC) score
• 70.1% of recommended follow-ups clicked
• 4.3★ average patient rating

Crimson's students, tutors, strategists and education coordinators were spread across disconnected tools. The work was to bring booking, admissions roadmaps, messaging, test prep and invoicing into one mobile-first product.

Designed core features end-to-end — student and tutor dashboards, messaging, bookings, test prep, roadmaps and automated invoicing — shipped on iOS and web. Also prototyped the HEXACO psychometric quiz and the profile-sheet interaction.

• Shipped on iOS and web
• Unified booking, messaging, test prep and invoicing

Before designing screens, the team needed a shared picture of how students actually move through admissions and tutoring — and a steady read on usability once features shipped.

Mapped Crimson's student journeys across the admissions and tutoring pathways, built the end-to-end service blueprint, conducted user interviews and JTBD stories, and stood up a continuous survey pipeline (Typeform + Intercom) reporting SUS and UMUX.

• Shared journey maps adopted across teams
• Continuous SUS / UMUX survey pipeline

NumberWorks wanted to explore a parent portal quickly, without committing months of build. The goal was to compress discovery, ideation and a testable prototype into a single focused session.

Planned and facilitated a 90-minute design sprint — competitor analysis, lightning demos, briefing and sketching — then built the resulting Parent Portal prototype for testing.

• Concept to testable prototype in 90 minutes

As the product team grew, screens drifted out of sync and files were hard to find. The work was to give the team one source of truth and a predictable way to work in it.

Built Crimson's product design guide — colour, type, spacing, components and layout rules — and a shared component library. Migrated the team to Abstract with a teams → master files → master library structure.

• A single source of truth for the product team
• Migrated the team onto Abstract

Public-sector clients needed to see their services through the customer's eyes. Christchurch City Council's building-consent process was slow and opaque — applicants rarely knew where they stood or what came next.

Ran stakeholder and applicant research, then mapped the building-consent process end to end — every touchpoint, system, and emotional high and low — into a single blueprint the council could rally around to target the worst points of friction. On a separate engagement, mapped the University of Auckland's end-to-end student journey to the same standard.

• End-to-end building-consent service blueprint
• Student-journey mapping for the University of Auckland
• Mapped every touchpoint and friction point