Examples
Examples of the work
The examples below reflect work I’ve done through insight206 over the past few years with organizations including ServiceNow, Community Attributes, Virga Labs, Dean Camps, and doxo.
I’ve organized the examples around recurring situations where teams tend to want an outside perspective: when something is stuck, high-stakes, or hard to see clearly from the inside.
The through-line is a focus on clarity first — not a role or a method — and on leaving people and systems better positioned than before.
At a glance
Leading focused, high-stakes initiatives
The situation
Some work is both time-bound and high-stakes — the kind that sits outside the core roadmap but can’t be deferred. The challenge goes beyond execution — it’s about creating clear ownership and a tight feedback loop without pulling the rest of the organization off course.
Selected examples
Billing network certification
Organization: doxo
doxo needed to certify its ability to operate as a billing concentrator on Mastercard’s RPPS network — a prerequisite for expanding how billers could be supported.
I ran the certification program end-to-end: coordinating directly with Mastercard, leading an outsourced development effort, and partnering with internal engineers on secure workflows. The work moved forward without disrupting the core roadmap and concluded with successful certification and a clean handoff.
Early AI experimentation before platforms matured
Organization: doxo
Before modern LLM tooling and platforms existed, doxo explored whether AI could extend its IVR system to handle more nuanced customer questions.
Rather than pursuing a large exploratory engagement, I built an internal prototype combining keyword search and early LLM summarization. The result wasn’t production software, but clarity — surfacing feasibility, limitations, and edge cases early enough to inform real decisions.
Channel extension without rewriting the core
Organization: doxo
The question was whether an existing automated bill-pay system could support chat-based interactions without a full rewrite.
I designed and built a prototype that reused the existing infrastructure while integrating with Amazon’s chat tooling. The outcome was clarity around what could be extended safely and where architectural boundaries required deeper investment.
Making complex operations legible
The situation
Operational complexity rarely appears all at once. It builds gradually as teams grow, tools multiply, and decisions get made locally. Over time, work continues — but it becomes harder to see how effort connects to outcomes or where decisions actually live.
Selected examples
Internal program and training operations
Organization: ServiceNow
Core operational work — programs, resourcing, and governance — was spread across multiple systems and informal workflows.
I designed Airtable-based systems that reflected how work actually flowed, creating shared visibility without forcing premature standardization. The result was clearer ownership and data that could support real planning and reporting decisions.
Operational tooling for seasonal programs
Organization: Dean Camps
Seasonal operations required fast decisions under shifting enrollment, staffing, and financial conditions.
I built an Airtable-based operational suite focused on surfacing the information operators needed in the moment. The result was a system the team could rely on during peak periods, where speed and clarity mattered most.
Process compression through clarity
Organization: Bento
A complex meal-planning process involving multiple stakeholders routinely took weeks to complete.
By mapping how work actually happened and shaping a system around that reality, the team reduced cycle time from weeks to hours. The improvement came from shared clarity more than automation.
Turning fragile systems into durable platforms
The situation
Many systems continue to function long after confidence in them starts to erode. Changes feel risky, onboarding slows, and teams begin working around the system instead of with it. The issue is trust as much as architecture.
Selected examples
Platform modernization and technical leadership
Organization: Community Attributes
A mapping and analytics platform had grown organically and become difficult to evolve and expensive to operate.
I led a deliberate re-architecture, clarifying what was core and reducing accidental complexity while working closely with the team. The result was a more durable platform, lower costs, faster onboarding, and renewed confidence in the system.
Leading through ambiguity and transition
The situation
Some of the hardest moments aren’t technical. They’re defined by unclear goals, competing priorities, and sustained pressure. Without a shared way to move forward, even simple decisions start to feel heavy.
Selected examples
Head of Delivery and strategic advisor
Organization: Virga Labs
I led delivery for a complex system supporting Colorado River policy work, where stakeholder expectations and technical constraints created constant pressure.
By aligning the team, establishing a more stable operating cadence, and supporting key decisions, I helped reduce ongoing triage and create space for longer-term thinking.
Confidence-building in ambiguous moments
Multiple engagements
In several engagements, the most important work wasn’t technical — it was helping teams navigate uncertainty together.
The result showed up gradually: clearer conversations, healthier dynamics, and a renewed willingness to engage directly with difficult problems.
Want to talk this through?
If something here resonates — or mirrors a situation you’re navigating — I’m always open to comparing notes and thinking it through together.
I’ve captured a few additional reflections in Insights.