February 2024 - Present

Currently support the Novartis Patient Services group providing a mix of hands-on human centered design and research prototyping concepts, advising leadership on strategic bets through a test and learn approach to reduce risk.

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

Delivered high-priority initiatives, enabling cross-disciplinary teams to improve omnichannel marketing using human-centered principles

• Led 6 commercial brand teams through Experience Flow mapping, enhancing customer journey connections, reducing cost of re-targeting, and greater personalization for Providers and consumer marketing campaigns.
• Redesigned the digital Experience Library with reusable components in facilitating faster collaboration between design and development partners.

April 2017 - February 2020

Created the first US Service Design certificate course and workshops on storyboarding, advanced service strategy, and mapping ecosystems.

• Comcast Business. Led research, prototyping, and design for a new small business product as a service, shaping product strategy and developing a high-fidelity concept that resulted in a fully funded development road map.
• Navigate Corporation. Led stakeholder research and design for Genentech, planned and facilitated workshops reducing employee attrition by 15%, co-creating four new leadership roles and establishing scalable new ways of working.
• ZS Associates. Designed pharmaceutical sales software utilizing sales force data sets to visualize 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

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.