Selected work · 2017—2026
Work
Things Mike has designed, built, led, and learned from.
Case Studies
01Agent OSMike led the design approach for Agent OS, a redesign of the application customer-service agents used on nearly every call. Working with the team, he adapted Google Ventures–style design sprints to the demands of an existing enterprise product.02TechMobile RefreshA redesign of the Android app Charter field technicians use to start, work, and close jobs in customers' homes—moving from fragmented information toward contextual, task-oriented workflows.03Lead ManagementWhen a call ended before a customer signed up, the details of their offer could be lost. The design recorded a quote and held the offer for five days so another agent could retrieve it if the customer called back.04Intake EngineA conversational AI product for a familiar problem: ambiguous requirements create repeated clarification, negotiation, and rework. Intake Engine interviews a subject-matter expert, asks contextual follow-ups, notices gaps, and produces a structured working document.