Whitney Masulis
Selected Work

Each one started with a messy problem and ended with a clearer path forward.

Projects spanning insurance, public services, automotive, telecom, and healthcare. Case studies are in progress — drop me a line if you'd like the full writeup on any of them.

Featured case study

“I just gave you all that information. What did I get for it?”

Research participant, caregiver intake study
Featured

Designing a caregiving service that people would actually use

An insurance startup needed to rethink how employer-sponsored caregiving benefits reach the people who need them most. I led the service design from research through prototype, working across product, clinical, and ops teams.

Insurance AI Prototyping Service Blueprint User Research
Case study coming soon

Other case studies

“We have seven teams touching one customer and nobody can see the whole picture.”

VP of Digital Transformation, Automotive Client

Untangling seven teams and one customer journey

Journey mapping and service alignment for a Fortune 500 automotive retailer's digital transformation.

Automotive Journey Mapping Cross-Functional
Case study coming soon

“I drive across town to pick up a hold, and half the time it's already been returned.”

Library patron, Sunset District

Redesigning the hold system at San Francisco Public Library

Turning a logistics problem into a service design opportunity across 28 branches and 340K annual holds.

Public Sector Service Design Stakeholder Alignment
Case study coming soon

“We hired designers but nobody knew what to ask them to do.”

Product Director, Telecom Client

Building the UX practice from scratch inside a global telecom

Establishing research operations, design standards, and team rituals for a new in-house design function.

Telecom Org Design Research Ops
Case study coming soon
Coming soon

More work on the way

Additional case studies are in progress.