Summary
Experience Design Strategist with expertise in a variety of industries. Background: customer experience, design thinking, & service design.
Skills
Public speaking & mentoring
Design thinking
Service design
Design sprints
Personas
Customer journey map Service Blueprint
User-centered design Public speaking
Adobe, Axure RP
User experience research, analysis & design
Education
MBA in Management • Fall 2019 • Rockhurst University
Courses: Innovation, Project Management, Conflict Management, Selling
BS in Graphic Design • Towson University
Volunteer Experience
Co-speaker • UXPAKC • JULY 2022
Be Brave: A Design Thinking Workshop
Member • Kansas city women in tech • April 2015 – Present
Tech Walk participant November 2018
UXPA/KCWIT UX Tech Talk Panelist September 2017
Career mentor • Towson University • March 2014 – Present
Presented at Nat’l Student Employment Week; perform portfolio reviews/interviews; mentor students
Portfolio Reviewer • AIGA Kansas City • 2017, 2018
Secretary and Membership Chair• AIGA Baltimore • February 2011– April 2013
Achievements
- Designed & co-facilitated a design thinking workshop for UXPA KC. Resulted in rave reviews & requests to return.
- Assisted user interviews across the System for Endpoint as a Service for End User Services with 12 districts; designed customer journey maps & service blueprints for current & future state; & conducted 5 Proof of Concepts for Mobile, PC/Mac & MVP for Software experiences. Resulted in districts advocating for a system approach to requesting endpoints.
- Conducted and synthesized card sort exercise with over 650 people. It resulted in 11 categories for over 110 titles to help users not rely on search.
- Co-conducted RITE method usability tests with 6 Reserve Banks & 14 people. Resulted in a priority list for enhancements based on research.
- Created research plan & co-conducted 75+ interviews on the Mac experience with 12 districts; designed personas, customer journey maps & How Might We exercises. Resulted in the System saving money & improving the support to increase adoption.
- Created, led & conducted research for two-month Delta Innovation pilot for 9 people. Resulted in learning that agile teams need more time to innovate, & management involvement improves engagement and success.
- Pitched & received a 40-hour commitment to research a prototyping tool that could enhance communication within a product team. Presented final decision in a Lunch & Learn to 70 people from the Federal Reserve System. Resulted in educating 3 groups on how to pitch an idea to the VIPER leadership council & becoming VIPER club Champion.
- Co-led design thinking workshop in 2021 & 2022 with over 100 people in attendance with Net Promoter Score of 90.
- Outstanding Student Award 2020 & CSP Certification 2020
Work Experience
Lead UX Designer • Federal Reserve Bank of Kansas City • October 2015 – Present
Advocated, designed for the user across eight applications; collaborated with IT staff, business partners, & project teams to act holistically about design & development standards and user flows; conducted design sprints, accessibility evaluations, usability studies, sitemaps, & wireframes to create a strategic vision.
Creative Director • Rachel Naomi Design • February 2010 — Present
Lead projects with custom lettering and branding for events; mentor students; sold custom card designs on Etsy; created brand and virtual racing site for Hankins family.
Web Designer • Tenable Network Security • August 2013 – October 2015
Assisted in designing and maintaining tenable.com / store.tenable.com with page views over a million; created and developed digital signs, ads, responsive landing pages, and emails to reach global customers in multiple languages.
Junior Web Developer • Hirshorn Zuckerman Design Group Inc• April 2013 – June 2013
Web and Social Media Specialist • Solari Creative • May 2011 – March 2013
Webmaster • Towson University • July 2010 – January 2012
My opinions expressed are my own and not those of the Federal Reserve Bank.