Hello! I am a senior service designer and customer experience (CX) strategist passionate about making systems work better for people.
I focus on integrating human-centered and equity-centered design practices and mindsets into internal operations and external services.
My work bridges big-picture strategy and hands-on execution as I design or improve products and services. In practice, this means that some days I am creating service blueprints and facilitating strategic planning workshops. Other days I am in the weeds of creating job aids or writing communications.
Career Highlights
I am energized by complex systems, so I’ve spent the last five years bringing innovative mindsets and methods to the Federal government.
I have over 10 years of experience working on design projects. Prior to working at the Consumer Financial Protection Bureau, I worked as a consultant for nonprofits, Fortune 1000, and startups building new programs or looking to understand their customers better. Formally, I have a bachelors degree in Biomedical Engineering from Case Western Reserve University.
Students in my design thinking class working through synthesis.
A few career highlights…
Led a President’s Management Agenda codesign project to improve the retirement experience for older adults which piloted services and resources with 652 older adults and 380 front line staff
Improved customer experience and increasing healthcare access for Medicaid members which helped 400 people get healthcare access in the pilot service
Built strategic programs including the launch of Design for America’s professional alumni society which launched city ambassadors, alumni board, and a virtual community
Facilitated strategic planning with city leaders to increase higher education success
Taught design thinking internationally with Jiang China Design
For the last few years, I’ve taught at Segal Design Institute at Northwestern University
My breadth of my experience makes me an asset to organizations building new teams that research, strategize, and implement big ideas.
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Speaker: Making the unconscious conscious: Identifying opportunities to design with greater intention for the greatest good, Service Design in Government Community of Practice (Virtual) 11/2024
Speaker: Improving Public Sector CX, Digital Government Institute (Virtual) 05/2024
Moderator: Advancing Equity for Women in Government, Federal CX Symposium (Virtual) 10/2022
Moderator: Advancing Equity by Creating Universal Designs to Improve Service Delivery Models, Federal CX Symposium (Virtual) 10/2022
Speaker: Overturning Precedent, Applying Human-Centered Design to Legal Matters, Digital.gov UX Summit (Virtual) 05/2021
Speaker: Facilitation Best Practices, 18 Coffees (Virtual) 07/2020
Speaker: Adapting to Your Terrain, Design for America (Virtual) 04/2020
Master of Ceremonies: Design for America Summit / Create Impact Conference (Evanston, Il) 08/2019
Moderator: In a Rapidly Changing World, Who is a Designer?, Chicago Design Week (Chicago, Il) 10/2018
Master of Ceremonies: Design for America Summit / Create Impact Conference (Evanston, Il) 08/2018
Keynote Speaker: Innovation to Entrepreneurship, Case Western Reserve University Alumni (Naples, Fl) 01/2015
Keynote Speaker: Think[box] Innovation Event, think[box] (Mountain View, CA) 04/2014
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Approaches: Human centered design, participatory design, codesign, systems thinking, service design, strategic and speculative futures, facilitation, program management
Methods:
Research: User research, interviewing, contextual interviewing, recruiting, observation, market Research, usability testing, data analysis
Prototyping: service prototyping, digital prototyping, iteration
Service design: blueprinting, journey mapping, stakeholder mapping
People: stakeholder mapping, stakeholder management, cross-functional team collaboration, project management, mentorship, design education
*not an exhaustive list