About Me
Transforming federal services through human-centered design for over 25 years
Hello, I'm Madhu
Senior UX leader with 25 years of experience transforming digital services for millions of users across healthcare, finance, and public sector organizations. Recipient of 5 prestigious awards for establishing user experience standards and driving innovation. Recognized expert in accessibility compliance, UX research methodology, and large-scale digital transformations that improve user outcomes while ensuring full Section 508 compliance.
My approach combines rigorous user research, innovative design thinking, and a deep understanding of federal requirements. With certifications in usability analysis, Section 508 testing, and agile practices, I bring both strategic vision and hands-on expertise to every project.
Throughout my career, I've maintained a steadfast commitment to accessibility, ensuring that the services I design work for all Americans, regardless of ability. This dedication has earned me 8+ federal awards and recognition as a leader in government UX transformation.
Skills & Expertise
Core Expertise
- User-Centered Design (UCD)
- Human Factors Engineering (HFE) Methodologies
- Jobs To Be Done (JTBD) Framework
- Conceptual Modeling, Personas, Journey Mapping, Service Blueprints
- User engagement & needs analysis
- Mixed methods research
- Market research & Metrics analysis
- UX research strategy
Technical Skills
- Information Architecture
- Usability Testing
- Interaction Design
- Requirements Analysis
- User Interface Design
Management & Leadership
- Stakeholder Management & Consensus Building
- Agile (Scrum, Kanban) & Waterfall Methodologies
- Cross-Functional Team Leadership & Collaboration
- Digital product strategy
- Workflow improvement
Quick Facts
- Experience
- 25 Years
- Agencies
- IRS, VA, SSA, NIH, NCI
- Awards & Honors
- 5
- Publications
- 1
- Specialization
- Federal UX & Accessibility
Core Values
Human-Centered
Every design decision starts with understanding real people's needs, challenges, and goals.
Mission-Driven
Passionate about improving government services that impact millions of Americans daily.
Accessible First
Committed to creating inclusive experiences that work for everyone, regardless of ability.
Excellence
Pursuing the highest standards in UX research, design, and implementation.
Recognition & Awards
Commissioner Recognition - Taxpayer 360 Project
Internal Revenue Service (IRS)
Recognition for leadership in Taxpayer 360 digital transformation project
Commissioner Award – Customer Journey Improvement
Internal Revenue Service (IRS)
Commissioner & Deputy Commissioner Awards for customer journey improvements
Commissioner Award – Submission Processing Secure Messaging Team
Internal Revenue Service (IRS)
Commissioner & Deputy Commissioner Awards for secure messaging system implementation
Director's Excellence Award
Internal Revenue Service (IRS), Office of Online Services (OLS)
Excellence in digital service delivery and user experience leadership on the Submission Processing Secure Messaging project
NIH Plain Language Award
U.S. Department of Health and Human Services, Public Health Service, National Institutes of Health
Recognition for clear communication in health information
Publications
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
Certifications
Certified Scrum Master (CSM)
Scrum Alliance • 2018
Project Management Professional (PMP)
Project Management Institute • 2018
Certified Usability Analyst (CUA)
Human Factors International • 2010