Work Experience

Staff UX Designer | Included Health | Oct 2020-Jul 2022
(formerly Grand Rounds, merged with Doctor on Demand)

Included Health is a digital health company delivering virtual medical care and benefits navigation via app, phone, and video. After a merger and an acquisition in 2021, our newly-combined company needed to streamline legacy internal tools that our clinicians and care team used to assist members with their healthcare needs. This service design work included evaluating existing systems and workflows, which few
individuals on our cross-functional team understood.

Creating Shared Understanding

  • Partnered with user research to uncover insights about internal user workflows and pain points

  • Translated research findings into actionable recommendations for product and engineering teams

  • Translated and communicated implications of internal team service delivery workflows to teams building the end-user app experience

Unraveling Complexity

  • Spearheaded the initial effort to integrate and link legacy Doctor on Demand accounts into/within Grand Rounds’ existing Salesforce instance

  • Combined the legacy companies’ Nurse Triage service lines, streamlining and simplifying the workflow for 25+ nurses

  • Created updated internal acronym glossary as a resource for new hires

  • Resolved how the care team would view the combined legacy Grand Rounds, Doctor on Demand, and Included Health member data

Building Relationships

  • Partnered with internal operations leaders ensure that our design choices matched workflow needs

  • Instituted team user manuals to help our merged team work better together, with 15 of 20 members actively participating

  • Mentored junior designers

  • Instituted and facilitated virtual small-team working sessions

Principal User Experience Designer  |  Symphony  |  Feb 2018-Sep 2019

Symphony is an instant messaging service targeting financial firms with an emphasis on encryption, group messaging, rich content sharing and third-party plugins. I led the design of search, chatbot guidelines, and the early design system.

  • Managed design timeline and deliverable expectations

  • Drove design and vision for search features and improvements across Symphony

  • Partnered with accounts and solutions engineering teams to develop new guidelines for third party chatbots

  • Transformed rudimentary design system components into an organized design library within Figma

  • Guided the development of the interactive component library

  • Maintained internal acronym glossary before passing it on to the UX writing team


Volunteer Experience

Global & Local Mentorship Lead  |  Hexagon UX (formerly XX+UX)  |  Oct 2017-May 2021

Hexagon UX (formerly XX+UX) is a volunteer-run non-profit empowering and supporting women and non-binary folks in the UX field. They serve members across 19 local chapters. I served a largely DesignOps function in these roles.

Expanded Mentorship Program

  • Doubled mentorship program cities from five to ten

  • Educated and onboarded new mentorship volunteers

  • Co-created, documented, and rolled out virtual version of the in-person mentorship program

  • Planned and ran Bay Area mentorship matching events three times per year for 15-20 mentor/mentee matches per session

Automated and Improved Mentorship Program

  • Added written documentation to previously word-of-mouth or demonstrated processes, thereby creating consistency and scalability

  • Automated process of finding good candidates for mentorship matches, reducing human error

  • Continually incorporated feedback and ideas from other groups running mentorship into the main documentation

 

Education

Carnegie Mellon
Master of Human-Computer

UC San Diego
BS Cognitive Science


Toolbox

Design & Prototyping

Sketching
Site Mapping
Paper Prototyping
Sketch
Illustrator
InDesign
Photoshop
PowerPoint & Keynote
HTML & CSS

User Research

Contextual Inquiry
User Interviews
Ethnography
Activity Modeling
Affinity Diagramming
Scenario Building
Persona Development
Think Aloud Protocol
Heuristic Evaluation