Chatbot fallback redesign, BMO
Correct responses jumped from 45% to 86.5% in one week.
See case studyWhen there are only words, every character has to work harder. These projects stripped away visual scaffolding and forced content to carry the entire experience.
Correct responses jumped from 45% to 86.5% in one week.
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18,000+ messages sent in 2 days after doubling the character limit.
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10 participants, 1 workshop, 3 solutions ready to ship.
See case studyWhen teams need to find information fast, the architecture behind it matters as much as the words. These projects built the systems that make content findable, consistent, and scalable. Related blog: Style guides, and the environments that make or break them
Built CRC's first IA-tested style guide, validating structure against 629 audited entries before launch and pulling 373 views in the first three weeks.
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Built the shared framework so every team's error messages finally matched.
See case studyWhen the experience has visuals, interactions, and moving parts, content holds it together. These projects shaped how people move through something bigger than words alone.
A puzzle game blending music, storytelling, and interconnected logic, with 100+ players successfully playing an instrument by the end. Case study coming soon.
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22% completion rate on a walkthrough built from a full ticket and community audit.
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Lowest support ticket spike of any price increase, across 40,000+ customers.
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