Research and strategy
- User-centered design
- Human factors engineering
- Jobs-to-be-done framing
- Journey mapping and service blueprints
About
A career built around clearer public services
I lead UX work that helps large teams move from complexity and compliance pressure toward clearer decisions, stronger accessibility, and better service delivery.
Approach
Hello, I'm Madhu
Senior UX leader with 25+ years guiding federal and health-service teams through research, accessibility, and digital modernization. Known for turning complex requirements into usable, measurable service improvements for millions of people.
My work sits at the intersection of research, accessibility, and delivery. I help teams understand what users need, what the organization requires, and what a workable path forward looks like.
That mix of strategic thinking and hands-on UX practice has shaped work for taxpayers, veterans, clinicians, and public-health teams across some of the most complex service environments in government.
Capabilities
What I bring to teams
A blend of research depth, service design thinking, and delivery leadership built for high-stakes programs.
Design and accessibility
- Information Architecture
- Usability Testing
- Interaction Design
- Requirements Analysis
- Interface design
Leadership and delivery
- Stakeholder alignment and consensus building
- Agile, Scrum, Kanban, and Waterfall delivery
- Cross-functional team leadership
- Digital product strategy
- Workflow improvement
Recognition
Highlights, with the full archive on one page
I keep this page focused on approach and strengths; awards and publications live in one place on the recognition page.
12/2024
Commissioner Recognition - Taxpayer 360 Project
Internal Revenue Service (IRS)
Recognition for leadership in Taxpayer 360 digital transformation project
7/2024
Commissioner Award – Customer Journey Improvement
Internal Revenue Service (IRS)
Commissioner & Deputy Commissioner Awards for customer journey improvements
See awards and publications together
Browse the full list of awards, publications, and featured recognition in one place.
Awards and honors
5
Publications
1
Background
Education
Master of Public Health (MPH)
George Washington University
Washington, DC • 2020
Bachelor of Arts, Psychology
University of Maryland College Park
College Park, MD • 1996
Credentials
Selected certifications
Certified Scrum Master (CSM)
Scrum Alliance • 2018
Project Management Professional (PMP)
Project Management Institute • 2018
Certified Usability Analyst (CUA)
Human Factors International • 2010
Contact
Let's talk about the service you need to improve
If you're working through research, accessibility, or service-design challenges inside a complex organization, I'd be glad to connect.