Design for the moments where the rules get complicated.

Reframing a two-pathway account model as "sole by default, joint as an invite" — and building the case across product, engineering, and leadership.

An end-to-end configuration platform that removed engineering as a bottleneck for non-technical teams — cutting admin setup time by 40%.

Replacing a real privacy risk — agents logging into member accounts directly — with a dedicated, secure interface for 30+ client teams.

Field research across 12 locations in Malaysia informed a swimlane-based redesign, preferred by 85% of users, for a platform used by 500K+ restaurants.