Experience & Case Studies
The thread through all of it: making complex systems feel simple, and caring deeply about the craft.
Portfolio
Figma →
Resume
Google Docs →
Block.xyz
Apr 2025 – Now
I moved into a Staff role to expand the AI-first work I'd started at Cash App — this time with a broader lens across Block. I lead design for Support Copilot, an AI-powered tool that sits alongside support advocates and helps them navigate complex cases with speed and confidence. My work spans interaction design, information architecture, and the systems thinking required to make AI feel reliable inside real workflows. I defined the interaction framework that now guides how AI features behave across the product.
Cash App (Block)
May 2022 – Apr 2025
I joined Cash App to design better support experiences at scale. I led design strategy for Customer Central — a ground-up redesign of the internal platform used by 8,000+ advocates. The work centred on information architecture, workflow clarity, and systems thinking in a high-volume, high-complexity environment. We reduced average handle time by over a minute on transaction cases, equating to $12M+ in projected annual savings. The foundations we built became the launchpad for the AI-driven systems that followed.
Cogent
Jul 2018 – Apr 2022
Cogent was a Melbourne-based startup consultancy known for collaborative culture and values-driven design. I worked with early and growth-stage companies, with EstimateOne — a construction tech scale-up — as my primary client. I helped evolve their design maturity, established and mentored a small design team, introduced structured product and design processes, and led the rollout of a UI refresh and design system. Cogent was later acquired by Cash App in 2022, which brought me into an in-house role.
Emprevo
Jul 2017 – Jul 2018
A true zero-to-one phase. I led UX and UI design for a new shift management product across web and mobile — running end-to-end research, shaping product direction with founders, and building the foundations of a cross-platform design system. As the sole designer, this role sharpened my craft and pushed me to think holistically about product.
ANZ Bank
Dec 2014 – Jun 2017
I contributed to the design of Australia's New Payments Platform — faster, more secure payment experiences used by millions. After launch, I was promoted to lead UX designer role, during the redesign of ANZ Internet Banking, a platform serving over 2 million customers. Working in a large agile environment, I learned how to balance legacy constraints with modern expectations at scale.
Thirst Studios
Mar 2012 – Dec 2014
Where it all started. I learned the craft by doing the work — and sometimes getting it wrong. I worked across UX design, digital strategy, and consulting for clients including Deakin University and Medibank. The variety built my foundations in research, interaction design, and client collaboration.
