STACEY LAYNE MARTIN
UX & SERVICE DESIGN LEADER
Work.
Organized by the three modes of practice. Case studies follow one structure; the work never looks the same twice. Nothing here is inflated, and in-progress work is labeled as such.
FILTER BY MODE
DECISION STORIES
Shorter than a case study. The moment the experience lens changed the call.
OTP
REQUIREMENTS · SECURITY
Asked for UI. Found a requirements problem.
The ask was UI for a new OTP flow. The experience lens surfaced missing upstream requirements — many clients had no mobile number on file. The recommendation: a lower-friction email path that supported the strongest feasible security route.
WEALTH ONBOARDING
SERVICE DESIGN · CONTENT
The platform had a login. It didn't have an onboarding experience.
A new third-party Wealth platform shipped with no coherent onboarding. I initiated persistent guidance pages and shaped the content so clients could revisit how to use the experience — instead of reconstructing it from emails and printouts.
