Hello! I am a senior service designer and customer experience (CX) strategist. 

I focus on integrating human-centered and equity-centered design practices and mindsets into internal operations and external services to better serve our employees and customers. 

I create innovative programs, products, and services while understanding the operations management needed to bring these initiatives into reality. My approach is both strategic and tactical.

I am most excited when working on novel ideas, managing complex stakeholder needs, and empowering others to use design methods to create impact. I apply design principles—qualitative research, data analysis, facilitation, journey mapping, codesign, service blueprinting, systemic design, speculative futures—to solve challenges in new and creative ways.

Career Highlights

I am energized by complex systems, so the I’ve spent the last five years bringing innovative mindsets and methods to the Federal government at the Consumer Financial Protection Bureau.

Previously I worked as a consultant for nonprofits, Fortune 1000, and startups building new programs or looking to understand their customers better. I’ve facilitated internationally and nationally, brought over 20 new manufactured consumer products to market, and codesigned a new service for the President’s Management Agenda.

Formally, I have a bachelors degree in Biomedical Engineering from Case Western Reserve University.

A few career highlights…

My breadth of my experience makes me an asset to organizations building new teams that research, strategize, and implement big ideas. 

    • 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

  • 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