My work sits at the intersection of customer journeys, information architecture, and AI. I spend most of my time understanding where people get stuck, then building systems that help them move forward.
I design AI-assisted systems that help businesses convert more enquiries, surface the right information at the right time, and reduce the friction that costs revenue.
My background is broader: years across strategy and operations in service businesses, where mishandled leads kill more revenue than almost anything else.
DeskRelay started as a question: what if the same approach was packaged for smaller businesses? Businesses that answer the same fifteen questions all day, where most enquiries land outside the hours they can handle them. It would pay for itself if it caught even a quarter of that traffic.
Most businesses don't have a traffic problem. They have a navigation one. Customers arrive with intent, can't find what they need, and leave before acting. Answers are buried, buying paths are unclear: an information architecture problem disguised as a traffic problem. That's a communication problem, not a traffic one, and it's what DeskRelay was built to solve.
A UK climbing gym validated the approach. $170/day in new revenue, 1,600 conversations a month that didn't exist before, customer insight from every one. Full case study here.
DeskRelay is the productized version of that work. One person runs it. One product, one price. No hand-off to a salesperson who'll keep emailing you for six months.
On the call we'll look at your traffic, products, and booking flow together. If the math doesn't work for you, I'll say so.