Results
Organizations
Led the strategy, research, and redesign of medical device software and protocols used to make life-or-death decisions in dramatically different contexts. Significantly improved outcomes and reduced training time, costs, and error. 
Guided and coached a group of spatial data and social scientists on the use of human-centered and behavioral design, service design, and UX in their work. Tackled the complex technical and behavioral challenges of matching health services with need in large metropolitan areas. 
Led the strategy and redesign of the alumni digital experience for one of the top MBA schools in the country. 
Led the research, strategy, and design of a mobile app used by physicians to prescribe the right medications at the right time while limiting patient cost. 
Provided strategy and recommendations for the digital experience of a healthcare and human services provider to 1.5 million people in a diverse area of Chicago. 
Led the research and development of interaction design guidelines and pattern libraries used to create products for the healthcare industry. 
Developed the digital experience strategy and interaction design for the launch of Walgreens’ Ship to Store and Buy Online/Pickup In Store services. Developed streamlined technical and customer-facing processes to manage Duane Reade prescription services after acquisition by Walgreens. 
Provided leadership coaching and guidance on best practices in product management, agile and lean development practices, and hiring strategy. Developed strategy and experience recommendations for a first-of-its-kind location intelligence platform. 
Improved processes and manifested the value of design thinking in a large corporate culture. Designed innovative experience concepts, services, applications, and interactions for multiple brands and sites in a rapidly changing, multi-channel, e-commerce environment. |
Galvanized and coached senior leaders in several departments to prioritize a system-wide approach to customer support design, resulting in several new positions dedicated to overseeing and managing the customer experience. Developed strategic service blueprints for managing the end-to-end customer experience, resulting in ongoing increases in NPS. 
Invented an insurance plan configurator that drastically simplified a previously confusing, complicated process. Advised senior leadership and led brand strategy development, identity redesign, and customer-centric UX design process transformation. 
Enabled a top provider of data-driven consumer insights to revolutionize the world of consumer data and create dramatic new opportunities for the business with the strategy for a new portfolio of digital products. 
Developed a research-driven, human-centered digital experience strategy for ACT, a non-profit organization dedicated to helping people achieve education and workplace success. 
Developed the strategy, roadmap, and design for the redesign of a data-heavy genealogical website. 
Led the experience strategy and redesign of a buyer-facing online auction application for the largest salvage vehicle auction house in North America, resulting in a significant increase in registration, bidding, and satisfaction. 
Designed the strategic user experience for a leader in the online obituary and memorial market, resulting in ease of search and consistency of information across over 80 million obituaries and memorials. 
Developed personas and social and content strategy for the American launch of Kraft Hockeyville, an annual competition whose winning communities get cash prizes to upgrade their local ice arenas. 
Led the experience strategy and design of a website for a global leader in sustainable development, weaving the story of sustainability and social responsibility into the digital experience. |
Led the phased user experience strategy and redesign of Motorola’s business, government, and service provider digital presence and sales tool applications. Developed frameworks and standards which increased design and production efficiency three-fold. 
Invented easy ways to interact with complex search results and product images. Designed a process and tool to help people find the right motor, resulting in reduced returns, call center volume, and frustration. 
Led user research and usability studies, enabling quick yet significant improvements to a leading music gear e-commerce experience. 
Designed the user experience of an app that enables equipment management, workout tracking, personalization, and motivation and engagement. 
Wrote detailed functional and technical specifications for a large office furniture manufacturer. 
Designed interfaces and interactions for various kitchen appliances, ensuring ease-of-use. 
Created quick-turnaround experience maps to demonstrate the value of strategic experience design. This enabled a much broader understanding of the customer experience and yielded valuable insights which translated directly into better design and a better end-to-end customer experience. 
Developed experience strategy and target audience definition and insights for a pre-acquisition Motorola Zebra Alliance. 
Developed the new strategy for Huggies' Facebook presence. Designed a baby shower planner and management tool. 
Developed content strategy and information architecture recommendations to merge dozens of websites and microsites into a single site and brand experience. 
Led the strategy and design of a cross-channel scavenger hunt and instant win game for Chevron. |
"The best way to predict the future is to create it." — Abraham Lincoln