IVR redesign
Streamlined insurance claims IVR—reduced average handle time by 300 seconds in pilot programs.
View case study →Hey, I'm Mollie.
I'm a product designer focused on conversational AI and content design. I care about language that's clear and inclusive, and interfaces that feel natural to use.
I specialize in designing IVR and AI experiences for highly regulated environments like insurance and tech support, working with enterprise clients like AT&T, Verizon, and Cricket. I've defined AI personality standards adopted company-wide and led projects that reduced call handle times by 300 seconds—projected to save millions at scale.
I believe good design feels human and makes complicated things simple. I love beautiful designs, but prioritize usability over what looks impressive—clarity wins every time.
Recent work
Case studies highlighting projects in conversational AI design.
Company-wide AI personality standards
Defined voice and personality guidelines adopted across all AI-powered products and channels.
View case study →Conversational flow prototyping tool
Designed and built a tool to visualize IVR and chat flows—faster iteration and better cross-team alignment.
View case study →AI-to-human handoff experience
Designed a seamless transition experience from AI to human agents—surfacing context in real-time so customers never have to repeat themselves.
View case study →Talk to Santa app for kids (just for fun!)
A voice-based app letting kids talk to Santa — built for fun and to explore conversational AI design for young users.
View case study →From the people I've worked with
"There are so many things you have helped figure out with convo IVR, from greeting the customer in alpha, to adjusting customer comms, to complicated malfunction paths. And you do all these things without needing to be told, and in a very collaborative way. Simply put, we could not have Convo IVR without you."
"You helped shape the story, think through new ideas, even acted (again!). I really appreciate how you always jump into things ready to make it happen and get it done!"
"She asks insightful questions, makes great suggestions, and is always willing to dive into a workshop discussion to tease out the more squirrely parts of user strategy. So happy to have her in our corner!"
