Partnering with AI founders to craft their UX strategy, gather customer insights and feedback, and align their teams on end-to-end product visions.

The Metaverse Standards Forum provides a venue for cooperation between standards organizations and companies to foster the development of interoperability standards for an open and inclusive metaverse, and accelerate their development and deployment through pragmatic, action-based projects. The Privacy, Cybersecurity, and Identity (PCI) Working Group aims to influence the development of PCI standards for the metaverse by aligning technical, legal, and human-centered discourses and practices, considering both traditional and contemporary approaches. As chair, I am responsible for facilitating meetings, driving alignment and guiding progress on group initiatives, and communicating across the MSF.

I designed key features in Mesh for Teams, Microsoft's immersive experience platform for enterprise productivity. Persona development, journey maps, user flows and end-to-end prototypes are my toolkit for driving stakeholder alignment and feature development. I led the design for sharing and displaying apps and 2D content inside immersive spaces. I also collaborated on strategic customer scenarios and journeys to envision future features and experiences, creating frameworks for assessing product direction.

In early 2024, I collaborated with a cross-disciplinary team to ship Mesh for Team’s Spatial Audio platform for the 0-1 release. Through design processes and artifacts, we identified opportunities for the audio, visual and environmental feature stack to make immersion feel real and enable natural conversations. I provided guidance to other product designers and engineers to build out this complex feature stack and ensure product vision was maintained. We were invited to speak at AWE to share our spatial audio use case with the international XR community.

I was also an active participant in Microsoft's mentorship program, providing career development guidance to junior designers across the Mixed Reality team.

I led and contributed to key strategic initiatives across omni-channel experiences at JPMorgan Chase. I worked across several lines of business and financial services: authentication, automated offers, BNPL, collections, data privacy and security, fees, financial health, and wealth management. I collaborated with the experience strategy director and other team leads on hiring, project resourcing, team strategic direction and process improvement. I mentored junior strategists and designers to hone their craft, learn about financial services, and develop their careers.

Key Impacts

Chase wanted to understand customer data literacy and incubate new products to meet customer needs. I planned and facilitated generative customer research across three US markets, and developed customer mindsets and a product vision based on those findings to secure further project funding. I then led a multi-disciplinary agile team to build out a proof-of-concept and piloted with 200 internal participants to determine tech feasibility and customer desirability. This work contributed to a patent granted for an AI-driven privacy policy manager in 2023: https://patents.google.com/patent/US11704439B2/en

Chase wanted to build out an automated underwriting capability, and needed to understand how customers would accept personalized borrowing. I planned and executed the discovery research, and defined design principles, mindset/archetypes, and customer journeys to develop the product. I led a multi-disciplinary agile team to design and develop the MVP pilot now know as Chase Offers. The pilot ran in four US markets over six months in 2018, resulting in a 97% exploration rate that helped to fine tune the technology.

Digital Customer Experience wanted to foster connection and inspiration among the team. I incubated and launched a 2-day internal, all-hands design conference by setting thematic direction, securing keynote speakers, and directing 50+ volunteers to realize and run the conference.

Accenture Analytics needed to up-skill their team to compete in the rapidly changing data insight landscape. I developed a visual literacy program of online courses, hands-on workshops and a digital community of practice to create data visualization and storytelling literacy. I traveled globally to teach and build Accenture community (now at ~12K members and growing). The program is required learning for all new AA employees.

I also explored leading-edge data analysis and visualization with engineers and data scientists to provide data-driven insights for various industries and audiences.

Highlights include winning the MIT/Accenture OpenData Challenge, City of Chicago in 2014 with an interactive map that plotted 311 call data.