{ "generatedFrom": "src/content/publicKnowledge.ts", "evidencePolicy": "public-only-default-deny", "profile": { "visibility": "public", "name": "Jordan Campbell", "title": "Director of Product Design & AI Operations", "company": "Inbox Health", "scope": "Sole product designer across product, systems, and internal tools.", "summary": "I design healthcare payment and AI products, and I ship them in code. Sole product designer across a seven-app platform serving 2.5M+ patients. I start with research, then build in TypeScript and React with Claude Code.", "selectedOutcomes": [ "Checkout: Rebuilt on Stripe Payment Element from six or seven to three steps. Payment conversion up 23%, above a 20% target; AutoPay opt-in roughly doubled.", "Card reader, 0 to 1: Relaunched on alpha fixes and grew to 17 practices. The card-on-file pilot cut post-visit statement costs 77%.", "AI support: Designed, 0 to 1, the customization for AI support chat and AI phone calls, with human review before a response is sent.", "Partner API docs: Turned a bare list of endpoints into documentation with field explanations, use cases, test calls, and a copy-for-LLM button. It opened partnership and integration conversations.", "Design system: Built in my first two months, then consolidated several scattered systems and the engineering library into one.", "Research in Guatemala: Shadowed 9 teammates across 14 sessions and logged 138 improvement opportunities, which led to forming the product operations team.", "Carrier LYNX: Excursion evaluation from one to five days to 15 minutes, per Carrier’s own materials.", "McDonald’s SMART Request: process 10 steps → 3; request time days → 17 minutes in early tests.", "The Home Depot AR room scanner: registrations up 40%, project completion rate up 76%, add-to-cart rate up 20%." ] }, "sources": { "system": { "label": "The system", "href": "/system", "detail": "Current scope, operating model, and team learning." }, "about": { "label": "About Jordan", "href": "/about", "detail": "Leadership, teaching, and career context." }, "carrier": { "label": "Carrier LYNX", "href": "/work/carrier-lynx", "detail": "2021-2023 · Associate Creative Director, XD → Design Lead, Brand Experience · Evaluation days → 15 minutes, per Carrier’s own materials." }, "mcdonalds": { "label": "McDonald’s SMART Request", "href": "/work/mcdonalds-smart", "detail": "2019-2020 · UI/UX Designer · Process 10 steps → 3 · Request time days → 17 minutes in early tests." }, "inbox": { "label": "Inbox Health", "href": "/work/inbox-health", "detail": "Checkout conversion up 23%, above a 20% target · 2.5M+ patients." }, "cardReader": { "label": "Inbox Health Card Reader", "href": "/work/card-reader", "detail": "2025-2026 · Senior UX Designer → Director of Product Design → Director of Product Design & AI Operations · Relaunched after alpha fixes and grew to 17 practices." }, "aiSupport": { "label": "Inbox Health AI Support", "href": "/work/ai-support", "detail": "2024-Current · Designed, 0 to 1, the customization for AI support chat and AI phone calls, with human review before a response is sent." }, "partnerApi": { "label": "Inbox Health Partner API Docs", "href": "/work/partner-api", "detail": "2026 · Turned a bare list of endpoints into documentation partners can build on, with a copy-for-LLM button." }, "homeDepot": { "label": "The Home Depot", "href": "/work/home-depot", "detail": "2020-2021 · UI/UX Designer → Senior UI/UX Designer · AR room scanning app that generates floor plans from a phone camera." }, "hibernate": { "label": "Hibernate", "href": "/work/hibernate", "detail": "2021-2022 · Design Lead, Brand Experience · Complete brand refresh: identity, app, packaging, and pitch deck." }, "sight": { "label": "Sight", "href": "/work/sight", "detail": "2019-2021 · UI/UX Designer → Senior UI/UX Designer · Dashboards for a machine-vision product that read the cameras a site already had." }, "play": { "label": "Play", "href": "/play", "detail": "Hands-on technical experiments and personal software." }, "work": { "label": "Selected work", "href": "/work", "detail": "10 public case studies across healthcare, logistics, operations, and connected products." }, "resume": { "label": "Resume", "href": "/resume", "detail": "Current role, selected outcomes, and leadership context." } }, "answers": [ { "id": "leader", "visibility": "public", "eyebrow": "Leadership read", "title": "I’m a hands-on design leader. I build the product and the conditions around it.", "statements": [ { "text": "I’m Director of Product Design & AI Operations at Inbox Health, reporting to the CEO, and the sole product designer across a seven-app platform serving 2.5M+ patients.", "citations": [ "about", "inbox" ] }, { "text": "Hands-on product design, design engineering, and operating systems that turn conversations into reviewable work. Across the work, I make complex operational systems clearer through product judgment, hands-on craft, and reusable ways of working.", "citations": [ "system", "work" ] }, { "text": "The clearest fit is a hands-on Director, Staff, or Principal product-design role where research, systems, and building in code all count.", "citations": [ "system", "about" ] } ], "sources": [ "system", "about", "work", "inbox" ], "followups": [ "How does Jordan work with Product and Engineering?", "What changed because of Jordan?" ] }, { "id": "projects", "visibility": "public", "eyebrow": "Portfolio read", "title": "Start with Carrier LYNX and McDonald’s SMART Request.", "statements": [ { "text": "On Carrier LYNX, I led the enterprise workflow design for a manual assessment process drawing on 10+ data sources. Carrier’s own materials put the automated assessment at 15 minutes, against the one to five days the manual version took.", "citations": [ "carrier" ] }, { "text": "On McDonald’s SMART Request, I simplified an operational workflow and navigated the stakeholder work around it. The process moved from 10 steps → 3; in early tests, request time moved from days → 17 minutes.", "citations": [ "mcdonalds" ] }, { "text": "Together, those cases show hands-on product judgment and outcomes. My current Director scope adds the operating-system and leadership work around delivery.", "citations": [ "system", "about" ] } ], "sources": [ "carrier", "mcdonalds", "system", "about" ], "followups": [ "What did Jordan personally do on Carrier LYNX?", "Show a difficult Product and Engineering trade-off." ] }, { "id": "mcdonalds", "visibility": "public", "eyebrow": "McDonald’s SMART Request", "title": "At McDonald’s, I owned discovery, research, prototyping, and the workflow redesign.", "statements": [ { "text": "I reduced a fragmented 10-step Excel process to a 3-step dashboard, mapped Red Routes, and translated the work into Epics, Stories, and Tasks for the development team.", "citations": [ "mcdonalds" ] }, { "text": "I worked directly with stakeholders, presented the prototype to McDonald’s global corporate leadership, incorporated their feedback, and ran additional edits before implementation handoff.", "citations": [ "mcdonalds" ] }, { "text": "The case study reports request time moving days → 17 minutes in early tests. That is an early-test result, not a documented long-term production measure.", "citations": [ "mcdonalds" ] } ], "sources": [ "mcdonalds" ], "followups": [ "How did Jordan work with McDonald’s executives?", "Was the 17-minute result sustained in production?" ] }, { "id": "inbox", "visibility": "public", "eyebrow": "Inbox Health", "title": "At Inbox Health, I lead product design for patient-payment experiences and the systems around them.", "statements": [ { "text": "I rebuilt patient checkout end to end on Stripe Payment Element, cutting the steps from six or seven to three. Payment conversion rose 23%, above a 20% target, and the redesigned checkout roughly doubled AutoPay opt-in. A controlled Stripe Elements test before the rebuild lifted the payment-method step +20.3% and successful payments +7.7%.", "citations": [ "inbox" ] }, { "text": "I designed a 0-to-1 card reader end to end on the Stripe S700, ran the alpha on site in Maine, and relaunched it on the fixes; it grew to 17 practices.", "citations": [ "cardReader" ] }, { "text": "I also designed the customization for our AI support chat and AI phone calls, redesigned the partner API docs, and built and consolidated the design system. The platform-scale figures are context, not outcomes I claim as my own.", "citations": [ "aiSupport", "partnerApi", "inbox" ] } ], "sources": [ "inbox", "cardReader", "aiSupport", "partnerApi" ], "followups": [ "What did Jordan personally do to increase payments?", "Was the 23% lift statistically significant?" ] }, { "id": "homeDepot", "visibility": "public", "eyebrow": "The Home Depot", "title": "For The Home Depot, I designed an AR room-scanning and floor-plan experience.", "statements": [ { "text": "The mobile concept detects walls, doors, and windows, generates a floor plan, and connects measurements to the product catalog.", "citations": [ "homeDepot" ] }, { "text": "I also designed product visualization in the customer’s space and remote connection to in-store associates.", "citations": [ "homeDepot" ] }, { "text": "The Home Depot results were a 40% increase in registrations, a 76% increase in project completion rate, and a 20% increase in add-to-cart rate.", "citations": [ "homeDepot" ] } ], "sources": [ "homeDepot" ], "followups": [ "What other consumer-product work does Jordan show?", "Which projects demonstrate Jordan’s level?" ] }, { "id": "hibernate", "visibility": "public", "eyebrow": "Hibernate", "title": "For Hibernate, I led a week-long sprint that unified the brand and product experience.", "statements": [ { "text": "I shaped the brand strategy from the founder’s story, refined the identity, redesigned the app, and introduced in-app upselling opportunities.", "citations": [ "hibernate" ] }, { "text": "I applied the system across the app, website, packaging, investor deck, and social touchpoints.", "citations": [ "hibernate" ] }, { "text": "The public case study documents a complete shipped system and founder praise, but it does not provide a measured premium-conversion result.", "citations": [ "hibernate" ] } ], "sources": [ "hibernate" ], "followups": [ "What other consumer-product work does Jordan show?", "Where is the strongest measured outcome?" ] }, { "id": "sight", "visibility": "public", "eyebrow": "Sight", "title": "For Sight, VisionX’s machine-vision product, I designed the dashboards that turned camera detections into site insights.", "statements": [ { "text": "Sight ran computer vision on the security cameras a site already had. I designed the dashboards for the leadership teams reading it, and a drive-up and pickup dashboard for a McDonald’s pilot.", "citations": [ "sight" ] }, { "text": "The work includes a cross-platform design system for desktop, tablet, and mobile, designed around data-latency and site-scale constraints.", "citations": [ "sight" ] }, { "text": "The public case study supports interface and systems work around AI outputs. It does not establish that I designed the underlying ML model or provide a measured business outcome.", "citations": [ "sight" ] } ], "sources": [ "sight" ], "followups": [ "What is Jordan’s strongest customer-facing AI evidence?", "Which projects demonstrate Jordan’s level?" ] }, { "id": "breadth", "visibility": "public", "eyebrow": "Product breadth", "title": "The work spans healthcare, enterprise operations, consumer products, brand systems, and machine vision.", "statements": [ { "text": "For The Home Depot, I designed an AR mobile app that scans a room, generates a floor plan, connects measurements to the product catalog, and supports remote connection to in-store associates.", "citations": [ "homeDepot" ] }, { "text": "For Hibernate, I led a week-long sprint that unified the brand across the app, identity, packaging, pitch deck, website, and social touchpoints.", "citations": [ "hibernate" ] }, { "text": "For Sight, VisionX’s machine-vision product, I designed dashboards that turned camera detections into site insights, plus a cross-platform design system for desktop, tablet, and mobile.", "citations": [ "sight" ] }, { "text": "My current healthcare work at Inbox Health adds patient payments, provider workflows, hardware-integrated payments, and AI-assisted billing communications.", "citations": [ "inbox" ] } ], "sources": [ "homeDepot", "hibernate", "sight", "inbox" ], "followups": [ "Which projects demonstrate Jordan’s level?", "What did Jordan personally do on the strongest project?" ] }, { "id": "contribution", "visibility": "public", "eyebrow": "Personal contribution", "title": "On Carrier LYNX, I led the workflow and product-design work within a cross-company team.", "statements": [ { "text": "At Digital Surgeons I was Associate Creative Director, XD, then Design Lead, Brand Experience. I ran workshops and interviews and worked with AWS to map the process and identify steps we could remove. I extended Carrier’s existing Verge Design System for monitoring and evaluation.", "citations": [ "carrier" ] }, { "text": "Carrier, AWS, and Digital Surgeons were partners. Stakeholder management was central to our consulting work. I collaborated with a third-party vendor that introduced the underlying technology partway through the project, and worked daily with Carrier’s PM and engineers to build the product.", "citations": [ "carrier" ] }, { "text": "The 60-80% labor reduction and the 10 → 1 systems figure come from Carrier’s own solution materials. They are projections against Carrier’s $1M+ annual labor baseline, and I have no measured result for either. What I can claim is the design: I mapped seven human steps in the current process and designed a flow with four, and in testing 3 of 4 Amgen quality specialists finished their first evaluation unaided.", "citations": [ "carrier" ] } ], "sources": [ "carrier" ], "followups": [ "Show a difficult Product and Engineering trade-off.", "What measurable outcomes can you verify?" ] }, { "id": "outcomes", "visibility": "public", "eyebrow": "Verified outcomes", "title": "My work connects design decisions to time, cost, and payment outcomes.", "statements": [ { "text": "At Inbox Health, I rebuilt patient checkout on Stripe Payment Element, cutting the steps from six or seven to three. Payment conversion rose 23%, above a 20% target. The platform serves 2.5M+ patients; that scale figure is context, not an outcome I claim as my own.", "citations": [ "inbox" ] }, { "text": "At Carrier LYNX, Carrier’s own materials put the automated assessment at 15 minutes. Carrier described the starting assessment as fully manual, drawing on 10+ data sources and taking one to five days. In testing, 3 of 4 Amgen quality specialists finished their first evaluation unaided, the fastest in 11 minutes 15 seconds.", "citations": [ "carrier" ] }, { "text": "McDonald’s SMART Request reports a process change of 10 steps → 3 and request time of days → 17 minutes in early tests.", "citations": [ "mcdonalds" ] }, { "text": "The Home Depot AR room scanner saw a 40% increase in registrations, a 76% increase in project completion rate, and a 20% increase in add-to-cart rate.", "citations": [ "homeDepot" ] }, { "text": "The public case studies do not document statistical significance, an independent audit, or long-term persistence for those figures. The Carrier figures come from Carrier’s own documents. The McDonald’s figures are early-test results.", "citations": [ "inbox", "carrier", "mcdonalds", "homeDepot" ] } ], "sources": [ "inbox", "carrier", "mcdonalds", "homeDepot" ], "followups": [ "What did Jordan personally do on the strongest project?", "What trade-off shaped that result?" ] }, { "id": "metricAudit", "visibility": "public", "eyebrow": "Metric boundary", "title": "The public case studies do not establish statistical significance, independent audit, or long-term persistence for those figures.", "statements": [ { "text": "What they do report is a 23% rise in Inbox Health checkout conversion, above a 20% target, Carrier’s own documented 15 minutes automated assessment, and McDonald’s request time moving days → 17 minutes in early tests.", "citations": [ "inbox", "carrier", "mcdonalds" ] }, { "text": "The Carrier 15 minutes, labor, and systems figures are Carrier’s own documented targets and projections, so I do not present them as measured results; the Amgen usability test is the measured one, with four testers. McDonald’s is explicitly an early-test result. The public material does not provide sample sizes, confidence intervals, audit records, or later production measurements.", "citations": [ "inbox", "carrier", "mcdonalds" ] } ], "sources": [ "inbox", "carrier", "mcdonalds" ], "followups": [ "What measurable outcomes can you verify?", "What did Jordan personally contribute to those results?" ] }, { "id": "impact", "visibility": "public", "eyebrow": "What changed", "title": "I create ROI by shortening workflows, lowering cost, and leaving teams with a repeatable way to ship.", "statements": [ { "text": "The clearest proof is in the work: Inbox Health checkout conversion rose 23%, above a 20% target; Carrier’s own materials put excursion evaluation at days → 15 minutes; request time moved days → 17 minutes in early McDonald’s tests.", "citations": [ "inbox", "carrier", "mcdonalds" ] }, { "text": "The team return is a repeatable operating model. I turn conversations into testable requirements, carry the same criteria through design and implementation, and leave reusable instructions for research, design, testing, and review.", "citations": [ "system" ] }, { "text": "The exact return depends on the mandate and baseline. The pattern is concrete: less operational time, lower cost, and a clearer path from ambiguity to shipped work.", "citations": [] } ], "sources": [ "inbox", "carrier", "mcdonalds", "system" ], "followups": [ "What did Jordan personally do on the strongest project?", "What should I ask Jordan in an interview?" ] }, { "id": "collaboration", "visibility": "public", "eyebrow": "Ways of working", "title": "I turn conversations into shared requirements, reviewable work, and reusable systems.", "statements": [ { "text": "I start with what people said, turn it into testable requirements, and keep the same criteria through design, implementation, and review.", "citations": [ "system" ] }, { "text": "At Carrier, stakeholder management was central to our consulting work. I collaborated with a third-party vendor that introduced the underlying technology partway through, and worked daily with Carrier’s PM and engineers to build the product. I conducted hands-on user research and worked with AWS to map individual process steps and identify where we could remove steps.", "citations": [ "carrier" ] }, { "text": "At McDonald’s, I owned discovery, research, and prototyping, presented the prototype to global corporate leadership, incorporated their feedback, and worked through stakeholder resistance before implementation handoff.", "citations": [ "mcdonalds" ] } ], "sources": [ "system", "carrier", "mcdonalds" ], "followups": [ "What did Jordan personally change?", "Where is the strongest evidence of systems thinking?" ] }, { "id": "capability", "visibility": "public", "eyebrow": "Team capability", "title": "I build team capability through teaching, management, and a reusable operating model.", "statements": [ { "text": "I built reusable instructions for research, design, implementation, testing, and review. I taught the workflow to designers, then improved it through team use.", "citations": [ "system" ] }, { "text": "I managed and coached designers, marketers, and an intern. At SoluTech I wrote job descriptions and hired, and at Inbox Health I’ve been part of hiring loops for a design intern and a product manager. I teach Web Design at Quinnipiac University, taught UI/UX and motion graphics at the University of New Haven from 2019–2024, and co-led an AIGA Connecticut volunteer board of 12+.", "citations": [ "about" ] }, { "text": "I run design critique frequently, as I have in every design role and in my classes. I also mentor on ADPList. ADPList Top 1% Global Mentor, October 2022. 25+ mentorship sessions and 500+ mentorship minutes.", "citations": [ "about" ] } ], "sources": [ "system", "about" ], "followups": [ "How does Jordan work with Product and Engineering?", "Which roles fit Jordan?" ] }, { "id": "craft", "visibility": "public", "eyebrow": "Craft evidence", "title": "Carrier LYNX is the clearest public proof of end-to-end product and systems craft.", "statements": [ { "text": "I still do the work. I’m Director of Product Design & AI Operations at Inbox Health and the sole product designer across product, systems, and internal tools.", "citations": [ "system" ] }, { "text": "Figma is my main design tool. In my first two months at Inbox Health, I built a design system from scratch in it.", "citations": [ "about" ] }, { "text": "The case study connects research, workflow design, information architecture, prototyping, UI design, and design-system extension to a shipped enterprise outcome.", "citations": [ "carrier" ] }, { "text": "McDonald’s SMART Request adds a second example of interaction simplification: a fragmented 10-step Excel workflow became one 3-step dashboard.", "citations": [ "mcdonalds" ] }, { "text": "That case also shows a fully wired Sketch prototype, Red Routes, information architecture, and Epics, Stories, and Tasks prepared for the development team.", "citations": [ "mcdonalds" ] } ], "sources": [ "system", "about", "carrier", "mcdonalds" ], "followups": [ "What did Jordan personally do on Carrier LYNX?", "What constraint or trade-off shaped that work?" ] }, { "id": "ai", "visibility": "public", "eyebrow": "AI products and design engineering", "title": "I design AI products and run the operating model behind them.", "statements": [ { "text": "Since June 2024 I’ve designed AI and conversational features at Inbox Health: LLM-suggested replies for patient-support agents, AI call transcription with real-time response suggestions, and per-client AI prompt configuration with simulation.", "citations": [ "aiSupport" ] }, { "text": "I designed, 0 to 1, the customization for our AI support chat and AI phone calls. Practices set scripts, rules, escalation to a human, and hours; a side-by-side preview tests scenarios, including against a real patient record; support staff review a response before it is sent.", "citations": [ "aiSupport" ] }, { "text": "I also designed an in-app AI support assistant for billers and practice staff, with starter questions, settings awareness, and escalation to a human agent, and I evaluate AI automations with blind replays scored on a parity scoreboard.", "citations": [ "aiSupport" ] }, { "text": "I build in code myself: I ship TypeScript and React at Inbox Health with Claude Code, through a workflow that turns conversations into requirements and returns reviewable work. I have also built personal tools with React, TypeScript, Python, browser APIs, and Plaid.", "citations": [ "system", "play" ] } ], "sources": [ "aiSupport", "system", "play" ], "followups": [ "How does Jordan work with Product and Engineering?", "What should I ask Jordan in an interview?" ] }, { "id": "portable", "visibility": "public", "eyebrow": "Portable context", "title": "Copy the thread to continue the same evidence review in another LLM.", "statements": [ { "text": "The copied package includes the conversation, grounded answers, exact public source URLs, and an instruction to separate verified facts from inference.", "citations": [ "system", "work" ] }, { "text": "My machine-readable portfolio brief is also available directly. Neither surface includes expanded or private portfolio details.", "citations": [ "system" ] } ], "sources": [ "system", "work" ], "followups": [ "What should I ask Jordan in an interview?", "What measurable outcomes can you verify?" ] }, { "id": "fit", "visibility": "public", "eyebrow": "Role fit", "title": "Hire me where research, systems, and building in code all count.", "statements": [ { "text": "I’m the sole product designer across a seven-app platform, I report to the CEO, and I ship TypeScript and React myself. I authored the design organization’s 2026 OKRs and linked every sprint task to a product or design initiative.", "citations": [ "about" ] }, { "text": "I’ve managed people at three companies: a designer, a contract designer, and two marketers at SoluTech, where I wrote job descriptions and hired; a junior designer at Digital Surgeons for about a year; and, briefly, a product designer, then the summer design intern, at Inbox Health. I co-led AIGA Connecticut’s volunteer board of 12+.", "citations": [ "about" ] }, { "text": "The work on this site is the evidence: research on site, a design system consolidated across products, and features I built in code, each with its measured result where one exists.", "citations": [ "work", "inbox" ] } ], "sources": [ "about", "work", "inbox" ], "followups": [ "What should I ask Jordan in an interview?", "What is the strongest evidence of AI or design-engineering fluency?" ] }, { "id": "interview", "visibility": "public", "eyebrow": "Interview guide", "title": "Good questions to ask me.", "statements": [ { "text": "How did the checkout rebuild get from six or seven to three steps, and how was the 23% lift measured?", "citations": [ "inbox" ] }, { "text": "What changed after running the card reader alpha on site in Maine?", "citations": [ "cardReader" ] }, { "text": "How do you keep AI output reviewable before it reaches a patient?", "citations": [ "aiSupport" ] } ], "sources": [ "inbox", "cardReader", "aiSupport" ], "followups": [ "Which roles fit Jordan?", "Which outcomes can you verify?" ] }, { "id": "unknown", "visibility": "public", "eyebrow": "Public evidence limit", "title": "I cannot verify that here.", "statements": [ { "text": "I can answer questions about my role, selected projects, measurable outcomes, leadership, craft, and way of working. I cannot verify compensation, availability, references, every contribution boundary, or private team details here.", "citations": [ "about", "resume" ] }, { "text": "That boundary is intentional. Use the contact path on the About page for anything the portfolio cannot answer.", "citations": [ "about" ] } ], "sources": [ "about", "resume" ], "followups": [ "What kind of product-design leader is Jordan?", "What measurable outcomes can you verify?" ] } ], "starters": [ "What changed because of Jordan?", "What measurable outcomes can you verify?", "What kind of product-design leader is Jordan?", "Which work most clearly demonstrates his level?" ] }