Pro Portfolio
Professional Portfolio
Just a sample
Nothing is particularly hard if you divide it into small jobs. ~ Henry Ford
AI as a Judge
Researched an enterprise AI governance framework for evaluating and continuously improving the quality, compliance, and effectiveness of generative AI-powered conversational systems.
- Client: Maximus
- Tools: Figma, Miro, ChatGPT, Claude, Microsoft Visio
- Tasks: AI Evaluation Research, LLM Capability Analysis, Human-in-the-Loop Governance Design, Error Taxonomy Development, Quality Assurance Framework Design, Root Cause Analysis, Prompt Engineering Research, Conversational AI Assessment
- Role: Lead AI/User Experience Research
Organizations across government and industry are rapidly deploying generative AI solutions but lack standardized methods for measuring response quality, compliance, safety, and operational effectiveness. This research explored how AI can function as an objective evaluator ("AI as a Judge") while incorporating human oversight to create a scalable governance model.
Solution: Developed the AI as a Judge framework, a comprehensive methodology that combines LLM-based evaluation, structured scoring rubrics, error classification, root cause analysis, human review, and continuous improvement workflows into an enterprise-ready AI quality governance model for conversational AI systems.
AI and Big Data Driven Software Interface Design for Rare Earth Prospecting
Challenge: The Department of Energy needed to move proof of concept software developed internally to aid in rare earth material prospecting to become commercial grade grade application with fully developed design and workflows
- Client: Department of Energy
- Tools: Figma
- Tasks: UX and UI Design, AI Integration, Comparative Analysis, Business Process Analysis and Mapping, Requirements Gathering, User Interviews
- Role: UX Designer
Developing tools to expedite rare earth mineral prospecting is crucial for strengthening national security, stabilizing supply chains, and supporting high-tech industries. Traditional exploration is slow and uncertain, but modern tools, especially AI-driven geological analytics and remote sensing can rapidly identify promising deposits, reduce costs, and accelerate discovery. Faster, more accurate prospecting directly boosts economic competitiveness and reduces dependence on foreign sources.
Solution: A User Interface built with the Microsoft Fabric Design system that integrates generative AI, Project Management and Big Data Analysis.
Copyright Management Dashboard
Challenge: The U.S. Copyright Office needed to modernize a legacy records-management dashboard that relied on dense tables, generic component patterns, and limited visual prioritization. Users could access record data, but the interface made it difficult to quickly understand workload, priorities, trends, and required actions.
Client: Library of Congress / U.S. Copyright Office
Tools: Figma, Design System Analysis, Dashboard UX Patterns
Tasks: UX Audit, Interface Redesign, Information Architecture, Data Visualization Strategy, Design System Review, Responsive Design, AI Feature Exploration, Dashboard Modernization
Role: User Experience Lead / Product Design Strategist
Overview: This project transformed a static, table-heavy records dashboard into a clearer, insight-driven federal application experience. I reviewed public-sector and enterprise design systems including GOV.UK, USWDS, IBM Carbon, VA.gov, Material Design, and Microsoft Fabric to inform hierarchy, navigation, accessibility, visualization, and component decisions.
Solution: I redesigned the dashboard to surface key operational insights before detailed record data. The final concept introduced KPI cards, grouped visualizations, clearer navigation, status and priority badges, improved table usability, responsive layouts, dark mode, and future-state AI features such as workload predictions, anomaly detection, AI insights, and natural-language querying.
Social Listening for the IRS
Challenge: The IRS needed a centralized way to monitor taxpayer experience across calls, chats, surveys, social feedback, and service interactions while identifying friction, delays, and emerging issues.
Client: Maximus / IRS / Taxpayer Experience Office
Tools: Figma, Balsamiq
Tasks: UX/UI Design, Dashboard Design, Data Visualization, Information Architecture, Service Analytics Mapping, AI Integration Concepts
Role: UX Designer / UX Strategist
Project Summary: This project focused on designing an analytics dashboard that helps IRS teams understand taxpayer service performance across multiple channels. The interface brings together key metrics such as satisfaction, ease of use, service effectiveness, taxpayer trust, wait times, resolution rates, topic volume, sentiment, and geographic demand.
The concept also explored AI-enhanced features that summarize trends, detect anomalies, surface emerging issues, and recommend next steps for service improvement.
Solution: A multi-tab IRS Taxpayer Experience Office Dashboard that consolidates operational metrics, taxpayer sentiment, issue trends, social intelligence, chat analytics, survey insights, and AI-assisted data exploration into one unified decision-support interface.
Outcome: The dashboard provides a scalable framework for helping IRS teams identify taxpayer pain points, prioritize service improvements, and make faster, data-informed decisions.
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%.
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
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.)
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.
Process Mapping
Researched and developed a process map to the illustrate the path a manager takes when visiting a walmart store 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.
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
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
Process Analysis
User Interviews
Conceptual Modeling
Prototyping
User Testing
Error: No feed found.
Please go to the Instagram Feed settings page to create a feed.
