As a design researcher and product strategist I translate business objectives into tangible solutions. I specialize in human-centered methods, uncovering insights that serve as the foundation for innovative products and services.
Experience
For over ten years I have worked as a human-centered design consultant, practicing Service Design, Design Research, and Product Strategy to facilitate the development of new solutions for both customers and service providers. The majority of this time was with Fjord — a global design and innovation agency, part of Accenture Interactive. While my recent focus has been in utilities, I also have experience in healthcare, life sciences, SaaS, employee experience, retail and convenience, financial services, and public services.
Below I’ve highlighted a few of many projects in which I played a significant role. For client-related work I am unable to go into detail, but if you reach out I’m happy to further discuss.
Work Examples
January 2025 - August 2025
Customer Account Redesign
After a deep investigation into the ‘why’ behind income qualified customers not taking advantage of savings opportunities, the most frequented digital touchpoints became a clear opportunity to increase engagement and help financially vulnerable customers.
Core team makeup: Experience Design & Research Lead (me), Experience Designer, UX Designer, Business Analyst, Digital Products Manager, Income Qualified Products Manager
March 2024 - March 2025 2025
Income Qualified Experience Redesign
Following a human-centered design process, this utility company developed a new digital enrollment flow that helped customers streamline the process for taking advantage of savings programs. This personalized tool was the first step in a multi-year roadmap to evolve the end-to-end journey.
Core team makeup: Design and Research Lead (me), Product Manager, Experience Designer, Income Qualified Products Manager, Systems Architect, IT Lead, Digital Products Manager, Marketing Manager
May 2020 - December 2020
Remote Cancer Care
As health providers came to realize the severity of the coronavirus outbreak, it became increasingly important to provide patients and clinicians access to one another. With a focus on the patient portal and telehealth platform, this six month program aimed to reduce the stress and anxiety of those managing life threatening illnesses during a global pandemic.
Core team makeup: Delivery Lead, Experience Lead (me), Visual Designer, Service and Interaction Designer, UI/UX Designer
Throughout this program we partnered with a large extended team of technologists and business analysts.
Featured Favorites
Care Pass: The Future Hospital Experience
Grounded in the stories of patients managing chronic illnesses and the care teams who support them, this connected suite of devices enables a seamless experience for hospital visitors and employees so they can focus on what matters most.
2018 | Service Design & Research Lead
Defining Convenience: A Customer Loyalty Strategy
Using a customer mindsets framework and experience journeys for both customers and employees, a team of designers, data analysts, and strategists outlined differentiated loyalty programs for a national gas and convenience company.
2019 | Service Design & Research Lead
Every day I'm inspired by the stories people share and the power of collective creativity.
