As the design leader for our 911-Dispatch and First Responder products, I am owning projects focused on redesigning both offerings. With this, I have been refining user flows, utilizing and adapting the design system, and creating artifacts including testing plans, workflows, and prototypes. Collaborating closely with product and engineering teams, I am contributing to build quarterly OKRs, prioritizing feedback requests, and defining product roadmaps.

To help Mark43’s expansion into a new market, I am leading a project aiming to enhance EMS dispatching and response capabilities across both web and mobile platforms. In addition, I’m driving a feature that provides 911-dispatchers and responders with real-time visibility into the ETA for emergency units. This enhanced functionality enables more efficient resource allocation. To further contribute to the growth, I frequently take lead in conducting interviews and design challenges for interns, designers, product managers, and other key roles.

As part of the 911 Computer-Aided Dispatch (CAD) team, I conducted research, collaborated with product and engineering to design complex features. Namely, I worked to embed third-party software within our product to provide first responders with real-time caller data to support a more robust crisis response workflow. Moreover, I integrated first responders’ skills and equipment across products to help call-takers better assign resources to emergency events, decreasing overall response time.

With a growing customer base, my focus was to redesign various parts of our live map to ensure scalability across police, fire, and EMS. Secondarily, I performed a system-wide audit of keyboard accessibility, conducted research calls with dispatchers, summarized findings, and proposed design changes.