I design the systems that keep field service running.
Lead Product & UX Designer based in Boston. For six years I've led design for Operix, a field-service platform used to dispatch, route, and track technicians across HVAC, plumbing, and electrical operations — turning a decade-old product into a modern system of record.
Two systems. Two very different users.
One is dispatch software for HVAC and electrical crews. The other is a loan application for first‑time borrowers. Same process underneath: understand the user, reduce the friction, ship it.
Operix — Field Service Platform
Led the ground-up redesign of the work order record and dispatch map for a decade-old B2B platform — unifying design systems and shipping GPS tracking to production.
Sallie Mae — Online Loan Application
Redesigned Sallie Mae's primary loan application and introduced a Lean UX process to the org — standardizing 30+ form modules and building a research-backed loan estimator.
Every project starts as a ticket.
A background in journalism taught me to ask better questions. Customer service taught me to sit with a frustrated user. Improv taught me to build on what the team gives me, not override it. Here's how that plays out in the work.
Understand the problem
Customer interviews, competitive analysis, stakeholder alignment, and research synthesis before a single screen gets drawn.
Design and pressure-test
Iterative wireframes and prototypes, usability testing, and beta feedback loops — using Figma, Maze, and UserTesting to validate before build.
Ship, then watch it work
Handoff to engineering, Pendo instrumentation, and adoption tracking — then another ticket, because it's never really done.
Hi, I'm Eric.
I'm a Boston-based product and UX designer with an unusual on-ramp: a journalism and sociology degree from Ithaca College, a run in customer service, and a stage at Improv Asylum — before I ever touched Figma.
Those three things turned out to be good training for the job. Journalism means I default to asking why before I design anything. Customer service means I've personally absorbed the frustration a bad flow creates, and I design to remove it. Improv means I know how to build on an idea in a room full of engineers and stakeholders instead of shutting it down.
For the last six years I've been the sole designer driving product direction at Operix, a field-service SaaS company, after cutting my teeth redesigning fintech products at Sallie Mae. I care most about taking software that's grown complicated with age and making it legible again.
Want the whole work order history?
Full role history, tools, and education — grab it as a PDF or Word doc.