Pro Portfolio
Professional Portfolio
Just a sample
Nothing is particularly hard if you divide it into small jobs. ~ Henry Ford
Journey Mapping
Researched and developed a journey map to the illustrate the path a manager takes when visiting a story that is hit by a disaster
- Client: Walmart
- Tools: Figma
- Tasks: User interviews, Technical Analysis
- Role: User Experience Lead
Walmart is in the process of updated the user experience for internal travel service and this is the initial research to map the as is user journey
Solution: A graphical representation of the process needed and sentiment expressed of a manager that need to make a trip to a store during a disaster.
Service Blueprinting
Challenge: The US Military need research done to determine the path ahead for its Global Nurse Helpline
- Client: Maximus
- Tools: Mural
- Tasks: Service Blue Printing, Comparative Analysis, Business Process Analysis and Mapping, Requirements Gathering, User Interviews
- Role: UX Researcher
Crystalizing the human needs and the new technical advancements in AI and Video integration a solution was developed that allowed for significant improvements in service delivery efficiency to active duty and veteran service people.
Solution: A Service Blueprint that maps all the human and technical interaction required for the success delivery of the advice service. (Please zoom into the Service Blueprint to see its details.)
Patient Portal
Research and Design an Improved Patient Portal that will allow clinicians to more effectively interact with patients.
- Client: United Health Care
- Tools: Figma, Balsamiq
- Tasks: Business Process Analysis and Mapping, Requirements Gathering, User Interviews, Prototype Design and Testing
- Role: User Experience Lead
As patients become more educated and empowered, health care providers need to improve their service delivery.
Solution: A modular and responsive interface to better communicate patient information
Patient Search
Challenge: United Health Care once used multiple search interfaces to retrieve patient information. This led to longer customer wait times and significant retrieval inefficiencies.
- Client: United Health Care
- Tools: Figma
- Tasks: Comparative Analysis, Business Process Analysis and Mapping, Requirements Gathering, User Interviews, Prototype Design and Testing
- Role: UX Designer/Researcher
Improving the the speed and accuracy of patient information retrieval is key into reducing both customer and agent frustration and improving efficiency.
Solution: A single unified search that allows Agents to retrieve all patient information from a single search engine. Patient information retrieval times were reduced by 74% and accuracy improved by 25%.
Workshop Facilitation
Conducting workshops to gather user input of key system functions
- Client: United Health Care
- Tools: Microsoft Teams, Figma
- Tasks: Coordination, Facilitation
- Role: Facilitator
United Health Care needed to determine what features users needed for the planned new consolidated notification system for internal applications. I was tasked with conducting a focus group to get user input and feedback from the technical team.
Solution: Brainstorming Workshop
Click to Chat
In House Chat System build to mitigate the need for increasing the number telephone support staff.
- Client: Social Security Administration
- Tools: Axure, MS Visio
- Tasks: Business Process Analysis and Mapping, Requirements Gathering, User Interviews, Prototype Design and Testing
- Role: User Experience Lead
With a significant increase in the aging population projected, the Social Security Administration faces a serious challenge. How do they provide customer support to this exploding population.
Solution: Text Based Customer Chat Application
Multi-Factor Authentication
A significant upgrade to the Authentication System of the Social Security Administration to include Federated Multi Factor Authentication and Facial Recognition.
- Client: Social Security Administration
- Tools: Axure, MS Visio
- Tasks: Business Process Analysis and Mapping, Requirements Gathering, User Interviews, Prototype Design and Testing
- Role: User Experience Lead
With security threats mounting SSA was mandated by Congress to significantly upgrade its user account security.
Solution: Multi Factor Authentication with 3rd Party Login options and Facial Recognition.
Dashboard Wireframes
An Analytical Dashboard for CMS Dialysis Center Management that ensure locations are efficiently utilized.
- Client: Centers for Medicare and Medicaid Services
- Tools: Balsamiq, MS Visio
- Tasks: Business Process Analysis and Mapping, Requirements Gathering, User Interviews, Wireframing
- Role: User Experience Lead
The US government provides Kidney Dialysis free of charge to all citizens. CMS charged our team to developing a system to allow for the monitoring how individual location are used to determine how limited resources can be best distributed.
Solution: Web Based Analytics Dashboard
Journey Maps
When applying for benefits customers need to submit a lot of evidence that then needs to be reviewed SSA staff. Many separate and incompatible systems grew up to manage different types of evidence over the decades.
- Client: Social Security Administration
- Tools: Axure, MS Visio
- Tasks: Business Process Analysis and Mapping, Requirements Gathering
- Role: User Experience Lead
With security threats mounting SSA was mandated by Congress to significantly upgrade its user account security.
Solution: A single evidence management system that consolidates all collected evidence.
Personas
Personas to illustrate the roles, needs, challenges etc of front line SSA Staff.
- Client: Social Security Administration
- Tools: Microsoft Powerpoint
- Tasks: Business Process Analysis and Mapping, User Interviews, Persona Design
- Role: User Experience Lead
The US government aims to ensure that the benefits it provides to disadvantaged citizen is not misused by the agents charged to manages said benefits. The Social Security Administration is modernizing the reporting process for this abuse.
Solution: User Role Personas
Prototypes etc.
Over my career I have delivered over 30 major work products.
81%Process Analysis
89%User Interviews
81%Conceptual Modeling
81%Prototyping
72%User Testing
Agencies
My Professional Career has spanned everything from corporate to Higher Education to Local to State to Federal Organizations.