Drove innovation and supported the transformation of the enterprise by design of valuable experiences for customers, industry stakeholders and employees that improved business returns and supported Fannie Mae’s mission. Created an inclusive and growing customer experience team focused on elevating the maturity of the design practice and rapid expansion through the enterprise. Provided leadership and development of talent whose accomplishments include:• Design and optimization of business products that are integral to the housing industry, billions in annual savings, reduction of applications, etc. • Influenced strategy for digitization in the Multifamily business – establishing innovation work streams to explore along with customers – lowering the burden for both borrowers and lenders in the process.• Successfully launching persona-based homebuying experiences that serves various stakeholder groups: Buyers, Real Estate Professionals, Investors, Community Orgs, and Fannie Mae Admins.• Effectively leading key efforts to advance company promise and improving capabilities for reaching both customers and consumers where they are. e.g. mobile apps offering flexibility, shared awareness for greater equity, etc.

Led design teams into breakthrough solutions that solve some of the toughest challenges in service and experience design. Inspired innovative approaches to design, using creative facilitation techniques and leading client engagements which resulted:• Successful transformation efforts with 2 federal agencies.• Supported 6 government agencies/entities with reaching their high value objectives.• Used thought leadership and concept development in winning contracts.• Trained 46 government staff on design thinking methods and mindsets.

Instructed 10-week, full-time course that turned career-changers into UX designers, product designers, researchers, and empaths. Students have been hired by companies of all sizes, from startups to Fortune 500. Educated the new User Experience designers via:• 4200+ hours of instruction, 64 guest speakers, 25+ studio tours, resulting 140+ new designers hitting the market. • 51 client engagements secured to provide real world experience — a $13-24000 value for each client. • Developed curriculum and additional workshops reaching the wider community

Operated as an independent design consultant and strategist, focused on product design for companies big and small. Worked as an entrepreneur among startups, in collaboration with mixed teams of collaborators and contractors. Key highlights of this 5 year endeavor included:• Shaped new startups – Collaborated with founders to produce new products to address hospitality training, curriculum assessment, transaction closing workflow, and many more. • Worked with foundations – Launched an ambitious pilot to provide secondary and high school students with a state-of-the-art digital curriculum optimized for tablet computers — successfully piloted in Africa. • Consulted established companies – helped a leading travel service update it’s booking process and expand into new markets.

Helped launch a company focused on development of next generation business to customer communication solutions. Created both business model and user interactions to connect businesses and their customers seamlessly without the waste and expense of traditional on-premise or virtual solutions. Responsibilities included:Requirements gathering, product definition and use-case validation Interface design and front-end development for both internal platform and customer products Tested viability of services integrating voice, chat, messaging, and video into existing CRM platforms that connect customers to businesses

Lead the modernization efforts of a translation/localization company by digitizing the work process with the launch of their 1st centralized work management platform. Reimagined the workflow of translation staff gaining efficiencies and lowering cost. Drove strategy & provided user experience oversight for next-generation of localization products.

Guided the digital strategy and user experience for the 40 million member organization. Managed the expansion of the user experience design team and collaborated with product, development and editorial teams towards enhancing the AARP’s online engagement with its members. Transformed the AARP’s online presence by: • Creating an award-winning web experience and delivering an online community leading to a more engaged and loyal membership.• Spearheaded mobile strategy, 1st mobile app and iPad experiences as new channels.• Increasing the traffic by10M PVs in 6 months.

Instructed semester-long college courses, covering web design fundamentals, information architecture and theories of interface design. Inspire students to learn more digital medium and pursue a career in interactive or web design.

Designed prototypes and high-fidelity models that explored potential design directions well before production. Worked with program managers and business stake-holders to drive future product direction and business strategy. Teamed with Information Architects and User Interface professionals on numerous concepts, mood boards, screen mocks, visual specs, and design requirement documentations. Collaborated with – and gave direction to – design agencies and internal product teams.

Established creative direction for a transportation/travel web site. Drove corporate design and brand standards and worked closely with outside agency on redesign effort. Designed and conducted usability tests and other research with representative users. Provided user interface and usability consultation to product management and development teams with specific increased sales revenue goals.

Developed and managed projects ranging from identity systems and collateral materials to multimedia. Conceptualized, planned, designed, and produced for a wide range of web-based channels; including websites, micro sites, emails, online applications and rich media.

Conceptualized and implemented designs for a variety of projects, such as identity systems, collateral materials, ad campaigns and web sites. Worked under both direct contract and freelance arrangements.

Art directed the design and implementation of high profile client projects, including: on-line banking site for PNC Bank; kiosk design for US Airways; identity development for Capital.com; promotional CD-ROM for US Airways; web site design for Shop@AOL commerce channel.