Arrive with a real errand
I start with a job to finish, a deadline, and somewhere else to be.
UX friction audits with the clock running
I find where software wastes your time.
Everyone arrives at a product with an errand and a patience budget. Check one number. Get an application in before lunch. I run those errands for real, screenshots and all, and I mark the exact click where the errand turns into work. Then I tell you the smallest change that would give the time back. If you want more than the memo, I build fixes too.
Open to roles now. US/UK, remote ready.
The method
Trust leaks out of a product one extra click at a time.
Most of what I find would never crash anything: a save button that answers with silence, a form that asks who you are twice, an assistant that has your data and still misses your point. Each costs a few seconds. The seconds pile up into a feeling, something like this product doesn't respect me, and that feeling never makes it into a support ticket. Somebody has to go looking for it.
Catch the moment it turns
There is always a click where momentum dies and the user starts babysitting the screen. I mark it.
Keep receipts
Screenshots, exact steps, timestamps, dead ends. Every claim comes with something you can look at.
Sort the annoying from the expensive
Rank depends on where the friction lands. The same hiccup costs nothing on a settings page and costs the sale at checkout.
Recommend the quiet fix
Most fixes are small. A clearer label, a kinder default, one detour removed.
Field notes
Three real products. Three different ways to burn an afternoon.
I used these products as an actual customer with actual stakes. The teams behind them are doing hard work and I try to be fair to that. But every one of these flows handed me a second job, and I kept the receipts.
01 / Job search
I came to apply for a job. The application gave me homework.
Indeed kept making me rebuild the same version of myself: profile setup, resume parsing, duplicate tabs, and a Save button that never said whether it saved. Twenty-four findings, ranked by what they cost.
Read the Indeed note
02 / Insurance
The deductible was there. GEICO made me earn it.
The clearest path to my own deductible ran through a change-coverage flow, behind slow transitions and wording that made looking feel like touching. Thirteen findings about navigation, language, and nerve.
Read the GEICO note
03 / Support bot
The bot knew my account and kept missing my question.
Xfinity Assistant could pull my plan and my bill in seconds, which made it stranger when it answered a smaller question than the one I asked. Sixteen findings from six prompts, most pointing the same direction: the bot can fetch things and can't reason about why you wanted them.
Read the Xfinity note
Beyond the audit
I can stay after the audit and build the fix.
Most of my career has been on the building side: websites, dashboards, internal tools, automation. So when an audit says the form should remember the user, I can be the one who makes it remember. Small scope, quick turnaround, and nobody is going to try to sell you a platform.
Websites and dashboards
New builds or honest renovations. Pages that load fast and put the number people came for on the first screen.
Custom tools and workflows
Small, sharp utilities for the repetitive stuff: the weekly report nobody enjoys, the copy-paste loop somebody runs every morning. Each one built to fit a single job.
AI that earns its keep
Automation for the admin work that eats afternoons, with privacy and compliance handled from the first conversation. A human stays in the loop.
Why this is useful to you
I can sit between product, QA, support, and the customer who just wants to go home.
My background is not one clean lane, and I don't apologize for it. I've built internal tools, run migrations after hours, supported staff through software they hated, and watched people invent workarounds because a screen made the wrong thing easy. I know what friction costs because I've paid for it in other people's time. The findings come with a path to done, because I've shipped enough fixes to know what done takes.
3
complete friction audits with evidence, severity ranking, and fixes sized to ship
53
ranked findings across job search, insurance, and support-chat flows
10+
years working the messy edge where software meets the people stuck using it