I build enterprise products at scale that feel human.
Learning from field studies, frontline feedback and adoption signals, I shape insights into clear, accessible flows. My focus areas are AI-powered servicing and advisory journeys, systems thinking, and WCAG 2.2 accessibility.
Collaboration is at the heart of my work: partnering with engineers, researchers and product managers to move from hypotheses, to thin slices of value, to scalable outcomes.
Featured work
From 5-day sprint to global employee platform
I co-created an employee platform that began with a five-day design sprint and is now used by more than 80 financial institutions in seven regions.
Making accessibility a shared responsibility
I led a programme to scale WCAG 2.1 standards and mindset across multiple product lines.
Turning fragmented chats into trusted advisory
I created simple guidance for contact centres and relationship managers that surfaces well-timed, well-matched advice and product options during live customer conversations.
Human-in-the-loop LLM workflows
AI helpers that summarise threads, draft first replies and flag issues early, so agents can reply faster and more consistently.
Working with me
“Gaf knows the right questions to ask to get to the heart of the issue.” — Senior UX Designer
“His ability to create wireframes on the spot significantly enhanced the team’s decision-making.” — Senior PM