Lead UX Designer & Researcher
Airport payments, customer-care workflows, and AI that still leaves room for human judgment. I spend time with the people doing the work, find where the handoffs break, and turn what I learn into calmer, clearer products.
Start here
Three case studies that show the range: responsible AI in an enterprise workflow, a connected service journey, and cross-device field research.
Start here · 1 of 3
AI-assisted enterprise workflow with verified post-rollout handling-time evidence.
Verified outcome25% lower average handling time · 13:29 → 10:05
Role: Lead UX Designer & Researcher
Start here · 2 of 3
Connected guest and agent service journey, from interviews through UAT.
Research scope5 agent interviews · 16 documented UAT scenarios
Role: UX designer and researcher
Start here · 3 of 3
Cross-device field research across desktop, iPad, and payment reader.
Research scope5 agents + 3 customers · desktop, iPad, and reader
Role: UX designer and research lead
The work makes more sense when I can stand beside the people doing it. I’ve watched airport agents move between desktops, iPads, card readers, and conversations with customers. Those handoffs—especially the awkward ones—are usually where the real design problem lives.
More about meI learn the real workflow fast—including the edge cases people don’t talk about—and design so the hard moments take less out of the person having them.
Field visits, interviews, and usability studies grounded in what people actually do, turned into a prioritized list a team can build from.
AI that takes the repetitive parts off someone’s plate while they keep the context, the review, and the final call.
Clear states, recovery paths, and decisions written down, so the tool stays reliable on a bad day, not just a good one.
A measured outcome, and the research behind the work.
Measured outcome · CareConnect
25%
lower average handling time
In a verified post-rollout review, average handling time fell from 13:29 to 10:05—while mandatory review and human accountability remained part of the workflow.
Read the CareConnect case study5 + 3
Agents and customers observed across desktop, iPad, and reader.
Cargo Payment Portal5 · 16
Agent interviews and documented UAT scenarios.
Receipt & Inquiry6:54
Mean failure-to-success time across 6 controlled-study participants.
QR Pay-by-Link7
Stakeholder interviews synthesized into a shared research baseline.
Atlas 2.0If you care about clarity, integrity, and tools people actually trust—especially in high-stakes environments—I’d love to connect.
elise.ivory14@gmail.comFor agencies: I’m happy to share detailed work samples and process documentation privately under NDA. Just reach out.
