Case studies
Portfolio.
Five case studies from regulated FinTech and EdTech. Each describes a content system I designed end-to-end — what was broken, what I changed, and what moved as a result.
FinTech · regulated broker · 2025
Scaling self-service support
Rebuilt the Help Center as a content system and designed the AI chatbot experience from scratch — together they resolve 71–85% of support cases before a live agent is needed.
71%+
Cases resolved without a human agent
FinTech · regulated broker · 2025–26
Onboarding and KYC communications
Rebuilt fragmented onboarding emails and SMS into a centralised event-driven product communication system — lifecycle triggers, A/B-tested flows, and full funnel visibility across product, CRM, and operations teams.
5+
Lifecycle trigger types
FinTech · regulated content · 2026
Content Automation Ops
A content operations system for a regulated product: one record and one owner per content item, review depth set by risk, and 8 Claude automations that draft, tag, check and remind while people approve and publish. One source text becomes 7 channel versions.
1 → 7
Channel versions from one source text
FinTech · regulated broker · 2025–26
An FAQ built to be cited by AI
Rewrote a regulated broker's FAQ so language models could answer from it: unbranded questions as headings, the answer in the first sentence, three licensed entities named and linked. 15 of 20 target questions now return the domain as a cited source.
15 of 20
Target questions cited in AI answers
FinTech · regulated broker · 2025–26
Onboarding and payout microcopy
5 fixes at the moments where a user commits, waits or gets stuck: an email button, a withdrawal dialog, a regulatory questionnaire, the live chat assistant and an empty state. One word in the email button lifted conversion on the step by 10%.
+10%
Conversion lift on the invitation step