Work Highlights

Led experience strategy for a major healthcare system, reimagining urgent care for the whole family. Aligned two joint venture hospital teams to combine their brand and approach into one seamless experience across digital and physical touchpoints.

Led strategy for a healthcare system communications framework, mapping digital messaging for high volume patients such as chronic care patients and their proxies. Identified pain points, recommended usability improvements, and built a governance model to align teams across the organization.

Improved client perception of design on a major website redesign at a large nonprofit, guiding a team of designers in UX best practices, as well as identifying and implementing improved ways of working with stakeholders and cross-functional teams.

Led experience strategy and design for a new cloud threat detection product at a large enterprise software company, keeping the internal cross-functional team aligned through discovery and ideation phases of the product development.

Defined the end-to-end journey between car buyers, dealers, and lenders at a financial services company. Insights from user research helped executive and senior leaders identify organizational pain points, opportunities, and gaps across a robust ecosystem of auto financing products.

Partnered with a state utilities company to improve experiences during wildfire-related outages. Recommended upgrades in data management, communications, service alignment, and community support centers.

Led web strategy for a major retail pharmacy during the Covid-19 crisis during a constantly shifting healthcare and regulatory environment, focused on keeping the public informed and helping them navigate the complexity of finding testing and eventually vaccination locations.

Led the research, strategy, design and testing of a new online account manager for a large utilities company. The overhaul improved billing, proxy account setup, and energy usage tracking for customers.