• Digitized complex forms for VA benefits, reworking flows and content to reduce sendbacks by 50%, and improving processing time for VA teams. • Designed a custom web application for US Forest Service projects, collaborating with SMEs and developers to align designs with business needs. • Led UX research sessions with VA nurses, mapping out customer flows and service blueprints, uncovering workflow pain points, and recommending solutions. • Built prototypes in Figma and AdobeXD to test with users, iterating on designs to reduce usability issues and concerns. • Mentored, collaborated with, and supported other designers.

Redesigned 5 enterprise-grade SaaS applications, taking ownership of the end-to-end user journey to eliminate pain points and streamline complex navigation. • Partnered with product and engineering teams to ship successful products, resulting in increased user satisfaction and a year-over-year increase in retention and new contracts. • Conducted stakeholder workshops to translate complex business goals into intuitive dashboards and analytics tools.

Owned the design of an online insurance claims portal, a customer-facing product that reduced call center volume and average call times by 30%. • Conducted research with internal users to modernize admin tools, removing redundant features and improving task completion times. • Championed UX best practices, training cross-functional teams on user-centered design principles.

UX Designer | Manifest • Architected a cohesive template system for over 20 independent insurance sites, standardizing user experience and reducing design inconsistencies by over 50%. • Developed a reusable UI pattern and component library in AxureRP, accelerating future client deliverables. Information Architect | Rewards Network • Architected a customer loyalty program site, driving 15,000 signups in 3 days post-launch. • Prototyped user flows (Sketch/InVision) and conducted competitive analyses to optimize conversion paths. Lead UX Designer | iCrossing • Designed cart flows and web pages for Firestone and Dremel, and provided annotated wireframes for development teams. • Delivered heuristic audits to brand clients, including AT&T, Blue Cross/BlueShield, and Comcast