July 2023 - October 2023

Responsible for the mapping, measurement, data integration, and testing of the core, enabling, and enhancing service layers of a new rare disease business unit orchestrating the experience of Health Care Providers, Insurance Providers, Specialty Pharmacists, Patients, and their Caregivers from end to end.

February 2020 - April 2023

As a Director, I was responsible for delivering high-priority initiatives through the Wilmington Experience Lab, helping cross-disciplinary teams connect and evolve how they solve their key objectives by leveraging human-centered principles to simplify complex market challenges. Led six commercial brand teams through Experience Flow mapping resulting in actionable plans for how their experiences can connect across the phases of their customer journey, clarifying ways they can avoid expensive drop-off points in their ecosystem through intuitive human-centered experiences designed to capture data for personalization while delivering value for Patients and Health Care Providers. Led the re-design of a new digital Experience Library, including a Design Kit of reusable components in both Figma and Adobe XD formats enabling internal and external partners to start fast and bridge the divide between design and development.

April 2017 - February 2020

As a master trainer, I created the first Service Design certificate course in the US and various workshops, including storyboarding, advanced service strategy, ecosystem mapping, and cross-disciplinary team facilitation, leading to the development of a 10-week service design course for professionals. At Comcast Business, as a Sr. Experience Designer, I led research, prototyping, and design for a new small business product. I shaped product strategy, created high-fidelity concepts for testing, and secured funding for the development roadmap. As a Service Design Manager at Navigate Corporation, I oversaw stakeholder research and designed new work processes for Genentech. I also organized workshops resulting in a 15% decrease in employee attrition, the creation of four leadership opportunities, removal of service performance barriers, and establishment of scalable work methods. At ZS Associates, as a Sr. Experience Designer, I designed software for pharmaceutical sales, utilizing sales force data for visualizing sales insights.

November 2015 - April 2017

Led design research and prototyping, resulting in digital experiences that made health insurance decisions more intuitive. Across four agile teams, I was responsible for the end-to-end service experience design process from ideation and research through quarterly releases.

August 2015 - November 2015 (Contract)

Contributed to the information architecture and designed a modular structure for a re-imagined customer experience adding new digital layers to their ecosystem.

June 2013 - February 2015

Led cross-disciplinary project work streams through user research, designed prototypes, shaped market strategy, and defined relevant KPIs for UnitedHealthcare, United Healthcare International, Airgas, Exelon, FLOR, and many other large clients, solving for simplicity and market dynamics.