Explore case studies from my 25+ years of federal UX leadership, showcasing human-centered solutions that have improved services for millions of Americans.
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.
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.
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.
Senior Principal Usability Specialist
Led UX initiatives for SSA's Technician Dashboard (TED) application, enhancing technician workflows and customer service interactions.
View Strategic DetailsUX & Design Lead
Designed Blue Button feature allowing Veterans to securely download and share their health data with providers and caregivers.
UX & Design Lead
Redesigned the MyHealtheVet registration process to reduce confusion, improve verification rates, and increase access to premium features.
View Strategic DetailsUX Researcher and Designer
Redesigned the Division of Cancer Prevention website using a user-centered design approach to better serve diverse users—patients, caregivers, researchers, and the general public.
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