Booz Allen Hamilton

UX Researcher and UI Designer

Dec 2017 – Present

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Food and Drug Administration (FDA)

Goal: to simplify the delivery of safe and effective medical devices to the public.

• Led UX strategy and design-thinking-based UI designs for FDA services (13,000+ users), achieving 96% customer satisfaction score through mixed-methods research and cross-functional collaboration.

• Designed and executed research-informed solutions in an ever-changing federal policy landscape, resulting in 100% regulatory compliance within projected timelines.

• Influenced product roadmaps and innovation by persuading federal client leadership to prioritize UX investments based on efficient yet high-value UX research.

• Owned end-to-end product design (vision → specs) for a FDA medical device portal, using Sketch to create 100+ prototypes tested with 50+ users..

• Created visual standards, design systems, and templates to standardize the user experience while adhering to the US Web Design Standards and WCAG-AA accessibility rules.

• Inspired unified outcomes by collaborating closely with clients, researchers, product managers, and engineers across four time zones to navigate tradeoffs and while still championing design decisions within the context of business and technology drivers.

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Recreation.gov

Goal: to improve the customer experience of planning adventures in our publicly-owned lands.

• Launched three National Parks reservation systems with mobile-first UX, leading to 6,000+ new visitors for $1.5 million+ in revenue with a 4.6/5.0 visitor satisfaction score.

• Pioneered a mixed-methods approach (web analytics, conjoint analysis, contextual interviews) to identify UX friction points, reducing call center volume by 75% ($500K+ savings) and leading to a Net Promoter Score that is 50% above the online travel industry average.

• Leveraged Sketch and Figma to deliver prototypes and page-level specs for user testing and cross-team collaboration; conducted UI audits on test builds to ensure specs were met.

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US Federal Government, Executive Branch

Goal: To improve the experience of patients seeking emergency healthcare at federal hospitals.

• Led onsite mixed-method research with patients and providers at federal hospitals, leading to redefined product priorities through research-driven actionable insights.

• Presented findings to agency leadership, securing funding for UX improvements.

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MICA

Senior UX Researcher

Aug 2016 – Dec 2017

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Johns Hopkins Medical Institute (JHMI)

Goal: to address the unmet patient emotional needs at JHMI.

• Collaborated with large research teams to conduct long-term iterative mixed-method user research with patients and providers at JHMI.

• Synthesized complex research findings from 50+ sources into high-impact solutions that aligned with strategic business decisions.

• Iteratively tested prototypes of solutions with users to measure impact, solicit feedback, and collect user-driven insights to inform future product strategy.

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