Portfolio
Case studies from federal and health-service programs where research, accessibility, and service design improved how people get things done.
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.
Read case studyUser Experience Specialist
Designed user interface for the VA Blue Button, a Presidential Initiative giving Veterans secure access to their comprehensive health information for better healthcare management.
User Experience Specialist
Redesigned the MyHealtheVet registration page to achieve full Section 508 compliance, improving accessibility for Veterans using screen readers and assistive technologies.
Read case studyUX 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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