The work

• Service Designer & Data Analyst
• Three months
• Estonia

The Baltic energy market deregulated and digital-first challengers moved in. Enefit, one of Estonia's largest providers, needed to cut service costs, reduce churn, and lift customer lifetime value through a better digital experience.

Three months of call-center shadowing, stakeholder interviews, and journey reviews, paired with quantitative support-data analysis and statistical persona building. Rapid AI-assisted prototyping let us stress-test ideas before committing to production design.

The work surfaced three friction points: asset-owner education gaps, contract and billing confusion, and unclear energy dashboards. It produced a new onboarding flow, a cleaner dashboard, personalized plan recommendations, an AI-enabled support layer, and a customer segmentation model.

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What they said

"Evan demonstrated exceptional professionalism, analytical depth, and creativity while contributing to our product development team. He approached every challenge with curiosity, resilience, and maturity."

Ott Marten Lunge, Development Manager, Enefit

The work

• Service Designer & Business Developer
• Three and a half months
• Latvia

For foreigners entering Latvia, OCMA is the first institutional touchpoint, and the process felt like a bureaucratic maze. It was linear and impersonal, built around institutional logic rather than the applicant's journey. Students, workers, family members, and refugees all followed the same path.

I mapped applicant journeys in person, visiting offices and observing real interactions to find where confusion and drop-off were highest. Staff co-creation sessions kept the redesign operationally viable, and prototype testing in Maze and Figma validated concepts with real applicants before any build commitment.

The result was a working prototype for a personalized portal that adapts each applicant's checklist to their nationality, visa category, and purpose of stay, surfacing only what is relevant.

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What they said

"Their recommendations were both practical and innovative, aimed at improving user experience, information clarity, and the overall communication strategy across platforms."

Maira Roze, Head of the Latvian Office of Citizenship and Migration Affairs

The work

• Product Designer & AI Strategist
• Concept to working prototype
• Climate Tech & PropTech

As extreme weather grows more frequent, most homeowners have no clear plan for preparing their homes. Insurance is reactive, government guidance is generic, and the useful tools sit in silos: a flood map here, an energy audit there, nothing built around one person's actual property.

MAJA had to earn trust fast, so the design built credibility through specificity, using the user's real address, property type, and local hazard data. A conversational AI layer handles what forms cannot, letting people describe their home in plain language while the system builds a structured resilience profile behind the scenes.

The outcome was a fully interactive prototype covering onboarding, risk assessment, AI-generated project recommendations tied to cost and risk reduction, and a progress tracker. It validated that people will share property data in exchange for guidance that is genuinely personal.

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Approach

Full product design and build. I took the concept from research through prototyping, user testing, and a working application. The AI layer personalizes recommendations based on the home's location, construction, and local climate patterns.

Every recommendation is tied to a specific project, a cost range, and the risk it reduces, so the advice stays actionable rather than alarming.