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Story

You’re a security agent working inside a fortified operations center of 50 agents, each with multiple screens, monitoring a steady stream of alarms. A massive screen at the front of the room assigns alerts in real-time. But here’s the challenge: 97% of those alarms are false. And yet, the 3% that matter demand immediate, accurate action.

What system do you rely on? Disjointed, outdated, and inconsistent across regions. Navigating it adds friction, increases error rates, and slows response in an environment where speed is critical.

Johnson Controls brought me in to fix that.

As Lead UX Designer, I led a full-service redesign of the Global VSOC platform, starting with on-site ethnographic research. I mapped agent workflows, identified bottlenecks, and built a scalable design system that reduced noise and clarified high-pressure decisions.

The new experience aligned APAC and North American teams, reduced training time, and laid the foundation for future AI and automation. It was presented to the Board, helped revive a key partnership, and is now in active development.

Because in a room full of noise, clarity is the most powerful tool you can give an agent.
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Challenge

Johnson Controls needed to modernize its global video surveillance platform and position it as a white-label solution for high-profile enterprise partnerships. The legacy system was inconsistent, fragmented, and not scalable.

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Role

Lead UX Designer overseeing end-to-end research, design strategy, and stakeholder alignment—culminating in a presentation to the Board of Directors and successfully resubmitting a critical Microsoft partnership bid.

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Approach

Led foundational research, mapped current-state workflows, and created a next-generation security experience powered by AI, ML, and a unified design system. The redesign supported global operations and helped reduce onboarding time, operational errors, and decision latency in high-stakes environments.

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Impact

Unified User Interface: Delivered a consistent UI across APAC and North American operations, facilitating seamless cross-regional functionality.Enhanced Operational Efficiency: Improved system usability led to quicker response times and more accurate threat assessments by security personnel.Reduced Training Time: The intuitive design decreased the learning curve for new users, resulting in faster onboarding and reduced training costs.Scalable Design Framework: Established a design system adaptable to future technological integrations, including AI-driven analytics and automation features.

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