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

To expand its cardiovascular leadership, Bayer partnered with One Drop to launch a Heart Health platform. The challenge was building a nimble yet clinically credible solution within a complex pharma–startup partnership. 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. Delivered in under 9 months, the program gave Bayer proof of concept for its partnership model and marked a 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, uncovering insights that shaped the product vision, strategy, and experience prototypes. Partnering with clinical teams, we built behavior change protocols to provide symptom relief and promote long-term health. As Bayer’s first in-house digital solution, the work opened new collaborations with digital health startups and facilitated a product-led mindset across the organization.

Product Innovation & Development
Bayer

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.

Product Innovation + Development
Salesforce

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

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, threatening growth and raising investor concerns. 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 key moments and opportunities. Initiatives included redesigning the sales, installation, and onboarding experiences, as well as training 300+ frontline employees. In two years, new customer NPS improved by 30 points, referrals rose 3x, and service costs decreased significantly.

Customer Experience Transformation
Sunrun

Sunrun’s new CX vision required frontline teams to shift from transactional support to trusted guidance across sales, service, and installation. We created Be the Guide—a company-wide training program rooted in empathy, education, and proactive support. Piloted with customer service and later scaled through a train-the-trainer model, the program was rapidly adopted: 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 in a crowded solar market.

Change Enablement
Sunrun

Sunrun customers had low comprehension of solar energy, leading to unmet expectations, frustration, and heavy reliance on customer care—driving rising call volumes and costs. Our strategy addressed both upstream—how solar was sold and handed off—and downstream—how customers were onboarded and supported. We reimagined the experience as education-first, promoting autonomy, behavior change, and pride in going solar. The results were clear, improving CSAT scores by 15%, reducing repeat calls by 22% and overall service calls by 11%.

Behavior Change Design
Sunrun

Amid a surge in hate incidents across Illinois, the state’s helpline lacked visibility, public trust, and a clear path to support those most impacted. We led a multi-disciplinary team in statewide research—listening to communities and gathering stories that shaped every aspect of the service. The resulting trauma-informed model included a redesigned intake flow, data strategy, service roadmap and experience blueprint connecting residents, providers, and community partners. Help Stop Hate launched in October 2024, leading to a 12,000% spike in reports, reaching 40 counties and over 90% of the state within its first week.

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 service principles and key moments that shaped the financial empowerment experience for customers and translated them into a scalable training program and unified toolkit for associates. This foundation empowered associates, enhanced the Café experience, and enabled Capital One to scale the model into a resilient, differentiated national service.

Change Enablement
Capital One Financial