Lead UX Designer & Researcher

Hi, I’m Elise.I design tools that make people’s work easier.

I’m the one who asks, “Wait, why do we do it that way?” Then I get curious, ask a few more questions, and find out what could work better.

View Featured Work Let’s Connect

First, I get close
to the work.

Curiosity, up close

On the ground at Alaska Airlines

The problem isn’t where everyone thinks it is.

A confusing screen might actually be a broken handoff. A slow process might be asking someone to do work the technology could handle. And a seemingly simple fix might create a whole new problem somewhere else.

I love figuring out those connections—and helping teams decide what to do about them.

Illustrative composite of a pattern I see often — not a specific project or product.

Start here

A few things I’ve helped make better.

Different challenges, different people, and a lot of asking questions before deciding what to change.

Observed task time · same task segment
Without
13:29
With tool
10:05
About 25% lower observed task time.
Start here · 1 of 3
CareConnect · For Customer Care agents
What can AI take off an agent’s plate before they reply?
I led research and designed how agents could check the AI’s analysis, edit a draft, and decide what to send.
Verified outcome25% less time preparing a reply · 13:29 → 10:05
Role: Lead UX Designer & Researcher
- AI-enabled support
- Enterprise UX
- Trust & compliance
See how agents review an AI draft
Service journey · 5 agent interviews
Guest searches
No results
Sends inquiry
Agent searches again
Start here · 2 of 3
Receipt & Inquiry Portals · For travelers and Customer Care agents
Why would a receipt on file come back as “no results”?
I researched where guests and agents got stuck and helped shape the guest lookup and the agent investigation workflow.
Verified outcome~50% fewer support calls · ~15% more self-service · 0 major outages reported after launch — program results reported by PM Josephine Wilson
Role: UX designer and researcher
- Enterprise systems
- Workflow redesign
- Guest & agent experiences
See what five agent interviews revealed
Handoff sequence · 5 agents, 3 customers observed
Desktop
Customer iPad
Reader
Confirmation
Start here · 3 of 3
Cargo Payment Portal · For cargo agents and customers
The agent’s screen said complete. The customer’s iPad kept loading.
I observed payments at Seattle Cargo Station and designed clearer signing, shared status, and recovery across the desktop, iPad, and card reader.
Research scope5 agents + 3 customers · desktop, iPad, and reader
Role: Lead UX designer and researcher for the portal’s agent desktop and customer iPad
- Payments
- Research
See the payment handoff across three devices

Explore all work Let’s Connect

I’m curious about what happens between the steps.

I like getting close to the actual work—watching what happens when someone is busy, when something goes wrong, or when the process doesn’t quite make sense. Sometimes the answer is a better interface. Sometimes it’s helping a team realize they’ve been solving the wrong problem.

More about me

I ask a lot of questions.
Especially the ones that begin with “Wait, why?” I want to understand the problem underneath the request before jumping into solutions.
I spend time with the people doing the work.
A conversation at a busy counter can reveal things a requirements document never will. I listen, observe, and follow the work beyond the screen.
I care about the moments others might miss.
The confusing error. The missing next step. The person using an older device. Small details can have an outsized effect on someone’s day.
I help teams figure out what to do next.
Research matters most when it leads somewhere. I turn what we learn into clearer choices, practical priorities, and designs people can use.

I work best with

Product and design leaders who need a senior designer to own complex workflows end to end
Ops leads and product owners building internal tools where clarity affects performance
Agencies seeking an embedded UX lead for enterprise or AI engagements

I believe in showing the evidence—not just the finished screen.

Different problems call for different kinds of research. Here’s what I studied, measured, and brought back to teams.

Measured result · CareConnect

~25%

less time preparing a reply

Without CareConnect: 13:29
With CareConnect: 10:05

That’s 3:24 less in the observed post-rollout comparison. Agents checked and edited the draft before returning the reviewed reply to their case.

Read the CareConnect case study

Research scope

Who and what I studied—sample sizes, not performance results.

5 + 3
Agents and customers observed across desktop, iPad, and reader.
Cargo Payment Portal
5 · 16
Agent interviews and documented UAT scenarios.
Receipt & Inquiry
6:54
Mean failure-to-success time across 6 controlled-study participants.
QR Pay-by-Link
7
Stakeholder interviews synthesized into a shared research baseline.
Atlas 2.0

Let’s talk

Have something interesting you’re working on?

I love a complicated problem, a thoughtful team, and a good conversation. If you’ve got something that could use a fresh perspective, I’d love to hear about it.

elise.ivory14@gmail.com

For agencies: I’m happy to share detailed work samples and process documentation privately under NDA. Just reach out.

Hi, I’m Elise.I design tools that make people’s work easier.

The problem isn’t where everyone thinks it is.

A few things I’ve helped make better.

What can AI take off an agent’s plate before they reply?

Why would a receipt on file come back as “no results”?

The agent’s screen said complete. The customer’s iPad kept loading.

I’m curious about what happens between the steps.

I ask a lot of questions.

I spend time with the people doing the work.

I care about the moments others might miss.

I help teams figure out what to do next.

I work best with

I believe in showing the evidence—not just the finished screen.

Research scope

Have something interesting you’re working on?

Send a message