Department of Veterans Affairs -Improving the experience of Veterans and the providers who serve them by implementing best practices in learning and user experience research and design.

- Managed UX research and strategy efforts centered on Schwab’s High Net Worth (HNW) clients. - Drove UX decisions based on research insights.- Managed all UX research events that drove process improvements and UX component design for Schwab's Design Library System (DLS). - Wrote and managed first, large-scale survey to discover Schwab client experience with the online Help ecosystem. - Conducted site-wide audits, click-tests, usability testing, card sorts, and various other research studies. - Obtained advanced level certification in User Zoom proficiency.

- Planned/facilitated stakeholder workshops that defined features and UX for the new unified customer community. Community ultimately received The Community Roundtable's Award for 'Outstanding Community Design Element 2023'.- Initiated and managed first user experience research program to company's Learning department, including the collaboration with accessibility experts- Level Access, to ensure the new unified customer Community met the standards in accessibility.

-Led a growing team of UX Designers/Architects, as we provided full-service digital solutions for such clients as ABC Fine Wine & Spirits and Rooms to Go.-Scoped and managed UX projects, including the redesign of the ABC Fine Wine and Spirits mobile e-commerce app, as well as the company intranet.-Established all customer experience guidelines, best practices.-Organized and wrote test scripts and moderator guides for usability testing.-Evangelized UX/CX in and outside the company.-Conducted CX evaluations of e-commerce desktop and mobile sites/apps.-Created iterative wireframe designs and prototypes via Axure software.

-Wireframed solutions for various aspects of contract business (b2b), including account registration, online quoting and multivendor selection.-Created a testing template and several scripts for usability testing sessions.-Conducted heuristic evaluations of various company web site sections.-Conducted competitive landscapes of both contract and consumer e-commerce sites.-Designed site checkout prototype, which was highly rated by participants in two rounds of formal usability testing.-Designed, prototyped and gained agent feedback on a specific online tool that allowed CSRs to address migrating/integrating customers' needs.-Worked closely with team Program Owner and Business Analyst to create optimal, but practical, business solutions in a fast-paced, Agile environment.-Collaborated closely and efficiently with an amazing team of analysts, front-end/back-end developers and QA, to ensure bi-weekly sprints were successfully completed.

- Fiserv: Prototype design and user research for bill pay flow, including popmoney.com.- Mastercard (Chrysallis Partners): Video production (contextual inquiry) and video editing to gather customer insights on the use of a card as mass transit pass in NYC.-The Coca-Cola Company (SagePath Consulting): Wireframe design and usability testing of employee portal; IA and wireframe design for the company's Atlanta tourist attraction: worldofcoke.com- CVS.com (StudioCom): Information architecture (IA), wireframes, and prototype design for site store; in-store, "guerilla"​ usability testing, formal usability testing consultation.- Green Mountain Coffee: Wireframe and persona design for company's web site.- Publix (Rare Medium Consulting): Wireframe design and primary research for vendor online application; wireframe design and research of employee assistance portal; focus group moderation to gather customer feedback on use of mobile for shopping.