I launched a new digital experience team analyzing customer analytics, leading user research, and improving the digital ecosystem with UX design and human-centered writing. Hired and mentored UX design geralists and a product manager.•Designed and usability tested a new login and registration system for downloading research data. •Conducted user research and redesigned a database / catalog of population health research.•Led an organizational rebrand effort and completed a redesign of the main website, healthdata.org. •Trained writers to use human-centered design methods to rewrite 80% of website content and establish digital content standards.•Improved time spent on browsing by streamlining information architecture by reducing time on key tasks up to 90% by planning and executing card sorting, tree testing, and usability studies.•Completed benchmark voice and tone research study.•Fostered the development of a new digital design system.•Introduced Design Thinking methods and product ownership processes.

I taught one quarter of Info 463 Input and Interaction. Combines motor and perceptual psychology, interaction design, and input devices and software in the study of human-computer systems. We explored affective computing as the inspiration to design and test a novel product that leverages human emotion.

I started a new user experience (UX) team within the City of Seattle's IT department, including hiring people and establishing processes. I shepherded my team's design projects by guiding their work and facilitating connections / building collaboration mechanisms with partners in 40+ city departments.Key responsibilities •As a player/coach - created design prototypes, facilitated workshops with cross-disciplinary teams, wrote user-centered copy, and partnered with development and management teams to launch and improve multiple city applications, websites, and services.•Created UX roadmaps and established metrics to measure success.•Coached and trained departments to use human-centered methods and product management principles for websites, apps, and programs/services. •Built a citywide usability program.•Consulted and evaluated UX and accessibility for vendor applications.•Launched the first citywide digital design system.•Developed and taught employee classes in Design Thinking, information architecture, customer journey mapping, and accessibility.

I taught UX Fundamentals, a 5-week evening course that leads students from concept to prototype as they solve a business problem using design methods.

•Created design prototypes and user flows for online shopping lists at Walmart.•Led design discovery for loyalty program improvements for Safeway.

Led design thinking / strategy activities to uncover unmet needs & business opportunities focusing on the investing customer journey. Partnered with product management, development, marketing, and customer service.•Facilitated Design Thinking sprints and designed for online investing (desktop and mobile apps), in-person financial advising, and prototyping experiments in Capital One Cafe's.•Managed a backlog of design work focusing on conversation design, digital and service design projects. •Created design roadmaps, personas, journey / experience maps, prototypes, user flows & other design deliverables.•Planned, executed and synthesized design research and usability testing.•Taught Design Thinking methods within the organization.

Defined strategy and managed the development of two mobile apps, which supported the patient experience of managing their ID, answering insurance questions in the doctor's office, and reviewing claims.•Collected insights from customer service, user research, and market trends to support decision making.•Measured business value of new features and initiatives and identified improvement opportunities.

Led interaction design, art direction, and user research for mobile platforms, transactional portals and marketing sites for members and healthcare providers.

Designed user experiences for mobile and desktop business applications. Led discovery workshops, interaction design & information architecture. Conducted user research, including card sort studies, user interviews and contextual inquiries. •Clients were in the finance, oil, insurance and transportation industries.

Designed intranets, B2B applications and marketing sites. Conducted user interviews, content audits, created and maintained taxonomies, designed navigation and user flows, mocked up information architecture and rapid prototypes. •Clients included Microsoft, Amazon, Amway Global, Bill & Melinda Gates Foundation and City of Seattle.

Managed the Tactile Graphics project, an observational research study to learn how graphics were made for students across K-12 settings. •Coordinated student and participant schedules. •Recruited participants, and contacted local and national organizations to make partnerships and coordinate work. •Developed questionnaires, facilitated study sessions, analyzed transcripts and video, and developed personas.