I offer the deep insight you need to tackle your messiest user experience problems.
Through thoughtful information architecture, I make complex experiences easy to navigate for users and actionable for the teams who build and manage them.
I’ve untangled the mess for organizations who were struggling to manage sprawling bodies of content, complicated software workflows, and gnarly customer service issues.
My work brings clarity to the murky layers of people, process, knowledge, and technology under the surface. Let’s work together to create a blueprint for your team to move forward confidently.
Expertise
I use information architecture, UX design, and service design techniques to build teams’ understanding and alignment on digital experience initiatives.
In this collaborative process, you’ll create a strategic foundation for your upcoming design, content, and/or technology projects, or you’ll strengthen existing ones as they grow in complexity.
Information architecture (IA) for digital experiences
Make it easy for your audiences to find, navigate, and understand the information and services you offer. Effective information architecture gives your team the blueprints for a cohesive user experience.
Experience mapping and analysis
Establish a cross-functional, bird’s eye view of your current or proposed user experience. Mapping increases team confidence in what solutions to build, why, and how they fit together to meet user and business needs.
User experience strategy
I advise decision-makers on how to plan, prioritize, and execute UX Design processes that drive toward meaningful outcomes.
Selected work
For 14+ years, I’ve worked with small nonprofits, large financial services, educational institutions, and government agencies to address critical challenges in digital service delivery.
This has included the delivery of individual products (websites, software applications) as well as system-wide improvements to IT services, such as:
Improving university IT service delivery
Comprehensive IT service improvement across four campuses at Tufts University, covering hardware, software, training, comms, self-service, and Help Desk procedures.
Simplifying a B2B insurance ecosystem
A design to merge content from 55 websites and thousands of PDFs into one centralized portal for agents doing business with John Hancock Insurance.
Communicating government benefits
A new structure for Mass.gov‘s content on Unemployment Assistance, a difficult-to-access government benefit that doubled in complexity in the wake of COVID-19.
Illuminating government data
Design concepts for new data products offered by the Massachusetts Data Office, representing large multi-agency government data initiatives.
Streamlining analysts’ workflows
Redesigned complicated workflows within AIR Worldwide’s insurance catastrophe risk modeling software.
Planning a volunteer management system
A collaborative vision for an online scheduling system for a large, community-based nonprofit that engages over 15,000 volunteers per year.
Let’s talk
Work with me to explore a problem in a focused engagement, or hire me to go all-in on a large, extended project.
If you have a project or issue you’d like to discuss, please get in touch!
If you’re a hiring manager or recruiter looking to assess my fit for a specific project or job description, here is a more detailed list of skills and experience.