Qantas — Reframing a brief to find that 13% of customer contacts could be prevented entirely, not just handled more efficiently.

Qantas — Building a tool to connect customer feedback to the customer journey, using AI to make sense of disconnected data sources and surface where the experience breaks down.

Shippit — A controlled experiment that reduced customer support contacts by 33.6%, proactively addressing delivery anxiety before it turned into a support request.

Shippit — Research that challenged a product team's core assumptions and repositioned a strategic product offering around operational clarity and accountability rather than carrier visibility.

TAFE NSW — Prototyping and validating a VR learning experience, recognised with a Platinum Medal at the Learning Impact Awards.