Conducting UX and service design for the Massachusetts Early Education and Care Family Portal project, reimagining the statewide waitlist experience for families seeking child care financial assistance.

Designing constituent-centric and trauma-informed digital solutions to improve access to child care financial assistance. Streamlining application and case management processes.

In my time as a service design consultant at Accenture Song, I worked for private, public sector clients and internal clients:

• Shaped project kick-offs by supporting design approach and research strategy decision-making and collecting baseline information.

• Designed and executed research plans. Synthesized findings and translated them into insights, recommendations and service concepts.

• Planned, designed, facilitated, and synthesized design workshops.

• Communicated service design concepts in compelling narratives utilizing blueprints, journeys, storyboards and interactive prototypes.

• Defined participatory strategies to leverage institutional knowledge to improve project outcomes.

• Helped colleagues grow and refine their craft skills by providing guidance, tips, resources and interdisciplinary insights.

• Designed and conducted qualitative research to understand the experience of editors contributing to the Content Management System for VA.gov. Used findings to inform recommendations and designed solutions to streamline content findability and orient editors to content structure.

• Collaboratively analyzed and synthesized qualitative data to establish a company-wide baseline around perceptions of diversity and inclusion.

• Mentored co-workers to improve their approaches to qualitative research and service design.

• Defined UX strategy and methods in web, service, and research and development projects.

• Created research plans to address key questions for product development and design teams, including co-creation sessions, usability tests, in-depth interviews, and ethnographic research.

• Designed digital experience prototypes at various fidelity levels during product design stages.

• Facilitated communication between end users, stakeholders, and the development team to ensure a shared understanding of requirements and the products' long-term vision.

• Defined user stories and acceptance criteria to support software development and quality assurance.