My work focused on support discovery and conversational UX from exploring how people describe their problems to designing ways to start a conversation, understand an answer, and reach further help. I collaborated with product and engineering through design exploration, prototyping, evaluations and launch.

My work covered both the support experience and the quality of the assistance behind it:

• Research and data analysis: analyzed support-ticket patterns, customer language, and existing journeys to identify recurring needs and friction.

• Product direction: translated findings into prioritized support scenarios and requirements with product and engineering.

• Design exploration: explored navigation, search, guided troubleshooting, and conversational approaches before refining the assistant experience.

• Conversational UX: designed entry points, suggested topics, clarification, and responses suited to homeowners and installers.

• AI evaluations: helped define test scenarios and quality criteria for answer relevance, source grounding, clarity, safety, and appropriate escalation.

• Trust and recovery: shaped how the experience communicates uncertainty, presents sources, handles failures, and carries context into a human handoff.