Selected work, newest first
A closer look at how we make complex services visible, test new interactions, and help teams move from evidence to action.
Know What to Say: helping people recognize where to turn for support.
A public-awareness campaign and service design challenge for NAMI Delaware: making pathways to crisis support easier to understand through plain language, distinct visual cues, and consistent messaging across outdoor, print, and mobile touchpoints.
A curriculum redesign that connected information architecture to modern UX research and practice.
Van expanded NYU’s information architecture curriculum beyond classification methods into a broader human-centered UX process.
A service design program that mapped lending complexity and aligned stakeholders around a clearer future state.
Fragmented processes and repeated handoffs created friction and waste. Van turned research and journey maps into a service blueprint for commercial lending.
Research and strategy for evaluating smart-home voice interfaces, security, and operational readiness.
Vanguard needed a voice-interface strategy that protected client trust. Van led research and prototypes connecting security concepts to business needs, analytics, and legacy systems.
A self-directed prototype that turned navigation friction into a patented gesture-based interaction model.
Testing showed that customers struggled with too many screens. Van assembled a small team, led the prototype, and helped develop the concept into a patent.