Work that had to hold up in the real world.

As Staff Service Designer, I own end-to-end service design for Intuit Enterprise Suite and Intuit Accountant Suite offerings — including the mid-market expansion of the Partner program: Resolution Center, tier-1 support, expert training and enablement, and customer growth.

I created the target-state end-to-end journey for the Wholesale and Value-Added Reseller partner groups, aligning sales, support, product design, engineering, and product management around one documented service blueprint. Clear, shared requirements and research findings cut design-and-development rework across teams.

I also led the implementation and adoption of Claude AI models for daily use by researchers, service designers, PMs, and UX designers — a 3× efficiency gain measured in labor hours, reworks, and design-review cycles.

The platform that adjudicates Medicare Part B claims is used nationwide, and its workflows had never been comprehensively documented from the user's side. As Principal Lean UX Researcher & Designer, I built the research framework and the USWDS-formatted design system for the modernization effort.

That meant sitting with claims processors at every Medicare Administrative Contractor in the country — 150+ interviews and 50+ usability studies — to understand workflows that had accreted over decades, then facilitating design studios where developers, product leads, UX designers, and CMS leadership converged on evidence rather than opinion. I built and coordinated the Figma prototypes across large, distributed teams.

Alongside CMS, I led the research initiative that transformed Wisconsin's Department of Workforce Development claims platform through the same evidence-based approach.

Fraud detection is a service, not just a model — and the people who run it know where it breaks. Working directly with fraud department leaders at a top-10 US financial institution, I led the research and service redesign of their detection operations.

The redesigned service saved the institution $44 million in 2022. The relationship work mattered as much as the research: consistently delivering insight that leaders could act on extended contracts totaling over $1M in revenue.

As UX Analyst for the CFPB's financial education website, I worked to enhance the usability and accessibility of one of the government's most critical public-facing financial resources — the place people land when they're trying to understand a mortgage, dispute a debt, or recover from fraud. When the audience is everyone, accessibility is the design brief.

Chicago needed a way to screen children from newborn to one year old for blood lead levels — inside the tools doctors already use. I led research and design of the Department of Public Health's Electronic Health Records API, interviewing 25 doctors and clinicians to document real workflows, pain points, and where screening could fit without adding burden.

Working with hospital administrators, IT staff, and clinicians, we integrated the API into six Chicago-based healthcare systems and automated the referral process so city inspectors are notified of addresses needing lead-contamination testing — prioritized by zip code to reach underserved communities first.

For Volaris, Mexico's largest low-cost airline, I led an international research effort to design and implement a chatbot handling customer service, flight tracking, and flight status — research that had to work across languages, cultures, and the realities of travel-day stress.

In the same period at Ipsos, my research for a top-3 US credit card company drove website changes that lifted adoption from email campaigns by 11%, and I ran A/B tests, taxonomy reviews, and usability studies for business-facing products at Meta.

I led the expansion of Abbott's FreeStyle Libre continuous glucose monitor into the German market — competitive analysis across German pharmaceutical and medical-device companies, content strategy for the market entry, and the research groundwork that increased access to the device for eight million Germans living with diabetes.

This one is personal: I live with diabetes myself, and I know what it means when the tools get better.

The through-line of my career is building the practice, not just the product. At MXOtech I built the UX function from zero — guidelines, processes, and hiring — and it outlived the company's acquisition. At Veracity I mentored 13 junior-to-mid researchers; at Ipsos, 7 more. At symplr I set company-wide standards for user-centric research across 11 healthcare SaaS products, work that helped land 9 new US healthcare systems as customers.

I've facilitated 400+ hours of workshops, designed surveys reaching 40,000+ users, and moderated 300+ hours of interviews. The craft scales when the practice does.