Design strategist/researcher, working in the civic tech/public sector

Customer experience and design lead on six-person team tasked with writing an independent third-party report to Congress as mandated by the Inflation Reduction Act (Public Law No: 117-169) assessing feasibility, approach and capacity of IRS to create an online tax filing platform for taxpayers. See https://www.irs.gov/pub/irs-pdf/p5788.pdf starting on p37.Responsibilities- As one of six primary authors of the report, my role as government services expert was to provide a customer experience lens to the discussions, data synthesis, and writing of the report- Conducted qualitative research with stakeholders at IRS, non-profit orgs, and industry to gather and synthesize perspectives on IRS capacity to create an online tax filing platform- Designed and facilitated team synthesis sessions to uncover and unpack themes and insights from our collective experience and research activities

As founding member and director of operations, I co-founded and managed our initiative to encourage Asian American voters for whom English is not their first language to exercise their political power through voting in the 2018 midterms and 2020 general election. Our all-volunteer team consisted of designers, filmmakers, digital advertising experts, activists, educators, nonprofit leaders, entrepreneurs, and seasoned campaign volunteers.We designed video and digital ads in multiple Asian languages, raised nearly $400K (the vast majority in small donations), and deployed 11 million ad impressions and reached approximately 1 million people.

THE LAB AT OPM (Federal government)Design Strategist / Human Innovation Fellow, GS-0343-15Working with government agencies to improve backstage processes and service delivery to constituents, building design capacity within organizations through human-centered design education.Designed and implemented program to enable organization staff to design and prototype interventions based on their lived experience to improve organizational efficiency/effectiveness and work/life balance; responsibilities included program design, workshop facilitation, coaching, program operations, team management, collaborating with organization executives, user researchLed efforts to help move organizations from tactical product delivery to a more strategic transformation mindset through the generation and refining of vision and mission statements Designed asynchronous storytelling education module as part of the Cross Agency Priority Goals initiative to increase internal design capacity in agencies categorized as High Impact Service Providers, with the broader goal of improving customer experience (CX) across the Federal governmentConducted field interviews with Veterans and caregivers to better understand their experience interacting with VA and visualize user journeys through the medical processDuring my time at the Lab, partners I worked with included the Department of Veteran Affairs (VA), Office of Personnel Management (OPM), the General Services Administration (GSA), the Refugee, Asylum and International Operations Directorate at U.S. Citizenship and Immigration Services (RAIO/USCIS), and the Oakland CA mayor’s office.

As UX Design Lead, my responsibilities include: driving platform UX design for consumer devices in the webOS ecosystem; leading product definition and concepting efforts for new products; working with visual designers, product managers, and engineers to move designs from concept to production; collaborating with teams in Seoul; providing overall UX guidance to ensure that design and strategy is coherent and consistent; developing high-level and detailed UX design.

As Senior UX Designer, I worked on many website, software, and mobile design projects. My responsibilities included: conducting user research, stakeholder interviews, industry analysis; generating design strategies; creating strategy documents, work flows, storyboards, scenarios, personas, mockups, prototypes, and wireframes; managing and coordinating team members. Select clients: BART, California Academy of Sciences, Charles Schwab, eBay, Palm, HP, Linden Lab, MarketWatch, Omidyar Network, Salesforce.com, Samsung Product Innovation Team, Wells Fargo, Yerba Buena Center for the Arts.