Designs patient and consumer-facing digital experiences for one of the nation's largest nonprofit health systems across mobile, web, and emerging platforms. Partners with engineering and cross-functional teams to take projects from discovery to delivery, with a focus on accessibility, building patient trust, and measurable impact.

Patient & Consumer Experience Design:

Leads the ongoing Billing and Payments product and designed key features for the Touchless Check-In pre-visit experience, delivering responsive mobile and desktop designs across both. Maintains a consistent focus on reducing friction and building trust at high-stakes moments in the patient journey.

Research & Evidence-Based Design:

Conducts patient interviews and usability studies — including a 20-participant study on the pre-visit progress tracker that applied behavioral science principles (Goal Gradient Effect, Zeigarnik Effect, Feedback Loop) to inform design decisions and build stakeholder confidence. Translates research into strategic deliverables including customer journey maps, service design blueprints, and Jobs to be Done frameworks to align teams around user needs.

Content Strategy & Communication Design:

Created 12 human-centered communication principles for the Medicare marketing space and applied quantitative content measurement — Flesch readability scores and LIWC tone metrics — to evaluate message variations objectively. Developed AI prompts seeded with these principles to support iterative content development and scoring.

Design Systems & Accessibility:

Designs to WCAG standards across all products — including keyboard navigation and screen reader compatibility — to ensure accessible experiences for all. Defined core design patterns for Banner Connect Modernization (employee intranet migration to SharePoint Modern) and introduced a formal Design Review step into the UI development process.

AI Integration & Innovation:

Contributed to an AI as Team Member proof of concept, conducting synthetic user assessments and presenting findings to leadership. Applies AI throughout the design process, including early concept exploration and rapid prototyping using tools like Figma Make, evaluating email and SMS content against defined principles, and critically directing AI research synthesis.

Led the design and usability research efforts for complex SaaS products, ensuring a user-centered approach throughout the design process for managing eDiscovery, review, and information governance for legal teams. Delivered intuitive and innovative designs that enhanced user experiences, removed pain points, and minimized errors and frustration.

Design & Usability Research:

Led user-centered design initiatives including usability research to inform product development, prioritizing features and improvements based on user needs, usage scenarios, and business goals. Collaborated with product managers, cross-functional teams, and engineers across multiple time zones to define product requirements.

Design Execution:

Created user personas, user flows, information architecture maps, wireframes, low-fidelity mockups, high-fidelity design comps, and prototypes. Utilized Figma, Sketch, InVision, and Adobe Creative Cloud to produce high-quality design assets.

Specifications & Collaboration:

Developed detailed specifications for software engineers, using deep knowledge of HTML, CSS, and JavaScript to clearly communicate design concepts and implementation requirements, facilitating a seamless transition from design to development.

Design System Development:

Initiated and collaborated with cross-functional teams to build, maintain, and scale a comprehensive Design System including demo site, style guides, design pattern libraries, design specifications, usage guidelines, accessibility information, Sketch Symbol libraries, and Figma Component libraries.

User Advocacy:

Advocated for users to continuously improve their experience by providing accessible and high-quality interfaces. Delivered innovative design solutions that met the needs of diverse user groups, ensuring usability and satisfaction.

Defined, drove, and delivered the strategic user experience vision for Zapproved's award-winning SaaS eDiscovery platform, managing litigation and compliance matters for corporate legal teams serving Fortune 500 companies across energy, pharmaceutical, transportation, and retail. Instrumental in driving usability improvements across the platform, aligning them with customer needs, business goals, and sales objectives.

User Research & Insights:

Conducted strategic and tactical user research to gain a deep understanding of user needs and preferences. Created clear, actionable recommendations based on data-informed insights to inform product design and development.

Design & Prototyping:

Designed rich, highly interactive interfaces with a strong focus on user-centered design principles. Created high-fidelity prototypes and detailed documentation of workflows for complex interactions.

UI/UX Consistency & Collaboration:

Developed style guide and design pattern library to ensure efficiency and consistency across products. Communicated design specifications clearly to developers and collaborated on coding front-end designs using HTML, LESS, Angular, jQuery, and JavaScript. Developed a formal UX/UI validation process to ensure accurate implementation of design.

Project Management & UX Strategy:

Prioritized and managed multiple complex projects, balancing competing demands and resources in alignment with shifting business goals. Developed and implemented a comprehensive user experience strategy to enhance the platform's usability and overall user satisfaction.

Team Leadership & Mentorship:

Led and mentored UX Designers, fostering a collaborative and adaptive design culture. Managed the growth and development of the team to meet the scaling demands of the products.

Software Development:

Led UX design, usability research, software development, QA testing, code maintenance, and continuous improvement using Agile development practices of the HFYI Design Copilot web application to deliver flight deck human factors information aiding aircraft certification and design decisions. Coded in C#, ASP.NET, HTML, CSS, JavaScript, PHP, and SQL.

Research & Insights:

Played a key role in developing, facilitating, and analyzing data for novel eye tracking and pupil diameter research to identify interest and excitement in potential customers. Performed medical device usability research and instructional design reviews for FDA certification. Conducted applied research related to human factors aviation safety and airworthiness certification to develop actionable recommendations for government agencies.

Online Training Development:

Developed online training in mobile app development and in human factors- and systems engineering-based design process.

Dissertation: Created a search engine with significantly improved performance using natural language processing and machine learning techniques to create automatic concept-based query expansion.

Emphasis in Human Factors

Honors Program with Emphasis in Artificial Intelligence