As trust in social and institutional systems erodes, people are struggling to be heard and unsure how to address their communities’ needs. We built a conversation platform that brings people together in recorded small-group dialogues to share lived experiences and surface underheard voices. Using AI and natural language processing, it identifies key themes across conversations to help communities move from listening to action.

Platform Strategy + Design
Cortico + MIT Center for Constructive Communication

Bayer wanted to extend its leadership in cardiovascular health and partnered with One Drop to launch a Heart Health platform. The challenge: navigate a complex pharma–startup partnership and create a solution that was nimble yet clinically credible. We led rapid research and design cycles to define the product vision, strategy, and roadmap. This required rethinking behavior change—from diabetes, where daily symptoms drive action, to heart health, where risks are invisible and motivation is harder to sustain. Launched in under 9 months, the program provided Bayer a proof of concept for its new partnership model and marked a major milestone for One Drop in expanding beyond diabetes.

Product Innovation & Development
Bayer (in partnership with One Drop)

Amid a period of mounting global challenges, we developed a custom simulation platform to help executives navigate complex, high-stakes decisions—from climate action to talent strategy to data-led transformation. Designed for flexible participation across virtual and in-person environments, the facilitated experience enabled real-time, scenario-based decision-making using emerging Salesforce technologies. We launched in collaboration with Dr. Linda Hill of Harvard Business School with Leading with Data—inspiring leaders to build more data-informed organizations.

Futures Thinking + Platform Innovation
Salesforce

Nearly one-third of women report menopause symptoms affecting their work, yet most face these challenges underdiagnosed, unsupported, and misunderstood. To address this gap, we led a 0–1 effort from early research through concept development. Iterative research and design cycles uncovered critical insights that shaped the product vision, strategy, and experience prototypes. Partnering with clinical teams, we built behavior change protocols using CBT, ACT, and other evidence-based tools to improve self-management and provide symptom relief. The work became Bayer’s first in-house digital solution, opening new collaborations with health startups and facilitating an organizational shift toward a product-led mindset.

Product Innovation & Development
Bayer

Tasked with identifying repeatable customer needs across years of innovation work, we surfaced a critical opportunity: employee empowerment. Our team designed and developed a human-centered platform spanning recruiting, onboarding, learning, and performance—including a gig-based talent marketplace. Launched in partnership with Korn Ferry, the product combined behavioral and performance data and analytics to deliver measurable value for employees, managers, and the business alike.

Product Innovation + Development | Salesforce + Korn Ferry

Sunrun’s outdated customer portal created frustration, low engagement, and high volumes of billing-related service calls. We reimagined the platform to give customers greater visibility, understanding, and control over their solar energy—while also helping them stay connected to their community impact. The MVP featured an intuitive dashboard with real-time energy data, embedded education at key touchpoints, and simplified tools for account management and bill payment. Within six months, the impact was clear: platform usage increased 10%, billing-related support calls dropped 20%, and utility connection rates rose 15%.

Product Innovation & Development
Sunrun

Parents want to foster financial literacy for their kids but often lack the tools to do so. Our research uncovered this gap, leading to the design and pilot of a tethered Parent + Teen checking account that teaches saving, budgeting, and money management while giving teens independence and parents visibility. This was launched as MONEY Teen Checking, now a nationwide product strengthening family financial literacy and expanding Capital One’s customer base.

Product Innovation & Development
Capital One Financial

When the WHO declared the pandemic in March 2020, our small but mighty research team in Salesforce’s Office of Innovation began tracking emerging shifts in real time. We scanned headlines, listened to customers, and captured behavioral patterns across industries. Within weeks, we launched Signals of Change—a searchable, weekly-updated library of macro and micro trends built in Quip. Used by teams and executives across Salesforce, the tool grew to 500+ entries in its first year, helping identify new opportunities in healthcare, retail, real estate, and more. In the face of crisis, we witnessed extraordinary ingenuity reshaping the way the world works.

Product Innovation + Development
Salesforce

Going solar is complex—regional weather, politics, and utility models make it anything but one-size-fits-all. Sunrun’s 100-day NPS was falling and service costs rising, signaling poor experiences, threatening growth, and worrying investors. We led Sunrun’s transformation from a sales-led to a customer-led organization, mapping the end-to-end journey, diagnosing pain points, and creating a CX vision that defined opportunities to “be the guide” at key moments. Key initiatives included redesigning the sales platform and customer-facing energy monitoring app, reimagining onboarding, and training 300+ frontline employees. Within two years, NPS rebounded, referrals grew 3x, and service costs fell 11%.

Customer Experience Transformation
Sunrun

Sunrun faced rising call volumes and increasing customer dissatisfaction. Research revealed that customers had low comprehension of solar energy, driving unmet expectations, frustration, and over-reliance on customer care. The root issue was upstream—how solar was sold and handed off, where conversations prioritized speed over understanding. We reimagined onboarding as an education-first journey, starting at sales and extending through installation, post-install, and the first year of ownership. This shift promoted behavior change, improved customer confidence, and delivered measurable results: new customer NPS +30 points, referral rates 3x higher, service calls –11%, and repeat calls –22%.

Behavior Change Design
Sunrun

To deliver on the new CX vision, we created Be the Guide—a company-wide training program rooted in empathy, education, and proactive support. Piloted with customer service and later scaled to sales and installation through a train-the-trainer model and toolkits, the program reframed frontline employees as trusted guides. Adoption was rapid: 300+ employees trained in year one, with toolkits still in use today. The result was lasting cultural change, greater service efficiency, higher customer satisfaction, and clear differentiation for Sunrun in a crowded marketplace.

Change Enablement
Sunrun

Illinois has seen a troubling rise in discrimination and hate crimes. We worked closely with the Illinois Department of Human Rights and its Commission on Discrimination and Hate Crimes to design and launch a new state-wide hate crime helpline, funded by the US Department of Justice. Help Stop Hate launched in October 2024 accompanied by a robust 5-year roadmap across operations, service, brand and marketing, and community network initiatives. 

Service Innovation
IL Department of Human Rights

Capital One wanted to leapfrog traditional banks and attract digitally native millennials who no longer visited branches. Following its ING acquisition, the bank needed a service model that complemented its digital platform while building community trust. We helped design and launch the Café strategy—welcoming spaces where people could grab coffee, work, get their questions answered by Café Ambassadors, and access money coaching resources. What began as pilots in five locations quickly scaled nationwide and positioned Capital One as one of the most innovative banks in the U.S.

Service + Business Innovation
Capital One Financial

As the Café model expanded nationwide, more than 150 customer-facing associates needed clarity on their role and a system to deliver consistent, yet locally resonant experiences. We defined the principles and key service moments that shaped the “Café Ambassador” role, capturing what made the best ambassadors successful and translating it into a scalable training program and unified set of tools. This foundation empowered associates to create a sense of belonging for customers and enabled Capital One to scale the Café model into a resilient, differentiated national service.

Change Enablement
Capital One Financial