Research That Reduces Risk
I help teams learn what users need before decisions become expensive.
- Usability studies and evaluation plans
- Journey mapping and service blueprints
- Accessibility and health-literacy reviews
Federal UX Leadership
Designing public services people can actually use
I help federal teams turn complex requirements into clear, accessible digital experiences that reduce effort, build trust, and improve service delivery.
25 years leading UXIRS, VA, SSA, NIH, NCI served8+ federal awards
Current Focus
Research, accessibility, and service design for high-stakes federal modernization work.
How I lead UX in complex programs
I work across discovery, design, delivery, and measurement so teams can make clearer decisions and ship more usable services.
Service Design at Scale
I connect research, policy, and product design across large programs.
- Digital modernization roadmaps
- End-to-end product and service design
- Design systems for complex federal environments
Leadership for Delivery
I align executives, delivery teams, and stakeholders around practical next steps.
- Cross-functional team leadership
- Agile and waterfall delivery experience
- Risk, scope, and stakeholder alignment
Measurement That Shows Impact
I define how improvements will be measured before the work is declared done.
- Pre/post service metrics
- Digital analytics and workflow insights
- Evidence for CX and operational gains
Federal and Health Systems
My strongest work sits where public trust, accessibility, and complexity all matter at once.
- Deep experience with IRS, VA, SSA, NIH, and NCI programs
- Work spanning taxpayer services, veteran health, crisis support, and clinical systems
- A long record of improving high-stakes services used by millions of people
Selected case studies
A few examples of work where research, accessibility, and service design helped teams improve complex public-facing systems.
Internal Revenue Service
Taxpayer 360: Designing a Unified IRS Employee Experience
Lead UX Researcher
Led user research and design for the TP360 project—an integrated solution to improve tools and systems used by taxpayer-facing employees, supporting the Inflation Reduction Act's objective to enhance taxpayer services.
Award-winning project
Internal Revenue Service
Resolving an Erroneous Tax Return – Enhancing the IRS Error Resolution Experience
Lead UX Researcher and Blueprint Architect
Led research to improve the IRS process for resolving erroneous tax returns, creating a service blueprint that clarified workflows and informed practical digital solutions for taxpayers, CSRs, and ERS staff.
Award-winning project
Internal Revenue Service
Improving the Amended Tax Return Journey: From Frustration to Transparency
UX Research and Journey Mapping Lead
Led diagnostic research on the amended tax return journey to identify root causes of taxpayer pain and design a streamlined, transparent process for millions of Americans who amend their returns annually.
Award-winning project
Need a UX lead who can work inside real constraints?
I partner with teams that need research rigor, accessibility fluency, and delivery focus without losing sight of the people using the service.