Case studies
Portfolio.
Three case studies from regulated FinTech. 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
Wellness · EdTech platform · 2023
Building a scalable content system
Transformed fragmented content production at a fast-growing wellness EdTech platform into a customer-insight-driven acquisition and onboarding system — one customer story now powers seven channels at once.
1 → 7
Channels per customer story