Selected work
Examples of experience research, strategy, design, measurement, and capability building across complex organizations.
The (not so) Brief We live in the information age, an age where we have the opportunity to be "data driven" by measuring and tracking everything. For those who design and develop digital products, there are many ways to determine how well we've succeeded. …
Read moreSituation The Center for Clinical Standards and Quality (CCSQ) Information Systems Group (ISG), within the Centers for Medicare & Medicaid Services (CMS), aimed to enhance both user and employee experiences across its services and align with the White House’s …
Read moreSituation/h3> At both Blackboard and the Centers for Medicare & Medicaid Services (CMS), teams were delivering products without a customer-first mentality—either unaware of users’ needs or lacking consistent exposure to actual user experience insights. …
Read moreSituation The Centers for Medicare & Medicaid Services (CMS)kidney program struggled with siloed services and fragmented user experiences across multiple platforms. Users and internal stakeholders had difficulty understanding how different systems related or …
Read moreThe Brief Many organizations are adopting data-driven frameworks to inform their business strategies. To complement continuous improvement approaches to getting work done, including lean, agile, and human-centered design, organizations are looking to become …
Read moreThe Brief The Center for Clinical Standards and Quality (CCSQ) Information Systems Group (ISG), within the Centers for Medicare & Medicaid Services (CMS), is pursuing a strategic goal to improve both the user and the employee's experiences by designing, …
Read moreThe Brief Service design is the process of understanding and refining an organization’s people, processes, systems, and policies to improve both the employee experience and, directly and indirectly, the customer’s experience. I've previously discussed how I …
Read moreThe Brief There are many who evangelize the value of design systems, but one such article attempts to articulate the value proposition: An estimated $1.5M+ in annual savings or 21.25% time saved for a typical product development annual budget (based on …
Read moreThe Brief Design principles help design teams tactically apply a company's mission to its solutions. Design principles help teams define the brand. Design principles describe how you want to be perceived by your audience. Fundamentally, the process and output …
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