Key Activities

• Drove this fast-paced, end-to-end engagement involving foundational user research, content strategy, information architecture, and publication of 100+ refreshed pages — rebuilding the intranet for both human navigation and AI-powered discovery tools (GEO)
• Validated design & content strategy approach with real users (1:1 user tests with employees) and with AI tools (prompt testing and, when needed, grounding validation — tracing unexpected outputs back through source material, prompt refinement, and direct coordination with platform administrators at the client)
• Audited 288 pages, reduced total page count by 60%, and archived ~10,000 assets (30 GB) — simultaneously improving navigability and AI response accuracy by eliminating conflicting source material from both employee access and AI indexes
• Designed and tested Copilot agents in SharePoint to prototype an always-current “office agent” surfacing real-time answers from a single source — generating critical insights about AI grounding behavior, platform maturity, and what agent-based experiences need to work well

AI Accelerators

Key Activities

• Sole non-engineer on a cloud-native middleware engagement integrating over a dozen systems across 20+ stakeholder teams — serving as the connective tissue between business and technical, translating complex requirements into clear processes that directly drove implementation work
• Delivered in under 9 months against an estimate of 2+ years, on time and on budget — leading to future partnerships attributed directly to this team’s trust record
• Produced a versioned documentation system illustrating current and future processes, system interactions, and team touchpoints — referenced by 100+ employees across engineering and business, and architected to remain meaningful and extensible well after the engagement ended

AI Accelerators

Key Activities

• Led the research strategy and execution, owning the survey distribution, and sourcing, scheduling, and facilitating 1:1 interviews with residents
• Synthesized findings from resident interviews, stakeholder workshops, and user surveys to identify pain points and experience gaps across the current site
• Created a human-centered digital strategy grounded in four key principles on a foundational-to-aspirational spectrum — each paired with specific recommendations and enabling capabilities — giving the state team a durable framework for evaluating future digital investments
• Defined a north star vision, high-level site structure, and priority content direction for the site redesign
• Created wireframes for key pages illustrating updated content structure and information hierarchy
• Oversaw visual design and high-fidelity prototype creation to illustrate the target-state experience and the “art of the possible”

AI Accelerators

Key Activities

• Audited content creation workflows and processes across enterprise marketing teams, identifying redundancies and defining actionable improvements to streamline activities across content teams
• Conducted a full inventory and assessment of 800+ marketing templates, and developed a simplified, scalable future-state asset taxonomy aligned with team structures and content types
• Evaluated the existing marketing technology stack, assessed platform capabilities and feature gaps, and recommended a leaner set of tools with fewer handoffs and a more cohesive content creation workflow

AI Accelerators

Key Activities

• Created a highly detailed, interactive service design blueprint documenting the end-to-end customer experience for browsing, ordering, activating, and receiving support — precise enough to guide multiple companies’ development teams simultaneously
• Mapped key integration points and system dependencies between the companies, identifying opportunities for process optimization across the multi-party contract
• Acted as the translation layer between the business, the product team, and development teams to gain consensus on core portal capabilities and features (and when they should be implemented) grounded in the target-state experience and planned system interactions

AI Accelerators

Key Activities

• Planned and executed a structured secret shopper engagement, mapping the end-to-end mobile phone activation experience from in-store browsing and ordering through new line setup and device activation
• Translated findings into a detailed customer journey map documenting high points and friction points across each phase, with prioritized recommendations for process and experience improvements

AI Accelerators

Key Activities

• Led the experience design & product strategy workstreams for a new multi-state portal replacing a decades-old legacy system used by dozens of agencies across 20+ US states
• Collaborated with architects and technical experts to create a prioritized product roadmap
• Worked with the scrum master, BAs, and developers, day by day and sprint by sprint, to ensure total alignment from strategy, to design, to user stories, to coding
• Conducted extensive audience research upfront, synthesizing 30+ hour-long interviews using Dovetail to distill 6 key portal user archetypes (both public-sector employees and civilians)
• Planned, orchestrated, and led ~10 hours per month of co-design workshops to guide requirement definition, leveraging visual artifacts like process flows, wireframes, and user flows to illustrate future-state vision before there was a product
• Identified opportunities for standardization across agencies and states to streamline content creation
• Planned and ran two full days of hands-on co-design workshops for 100+ state stakeholders — licensing, inspection, and compliance representatives across pilot states — at a dedicated project conference, facilitating multiple working sessions per day to accelerate design alignment on upcoming feature areas; also prepared and delivered two unique presentations to the full conference audience, representing the research and product design team’s approach and outcomes

Key Activities

• Led discovery and stakeholder research, including workshops and 1:1 interviews across service lines, to define a north star vision and digital strategy for the consolidated portal
• Defined key client segments across service lines, and identified each segment’s priority use cases, content needs, and feature requirements
• Collaborated with the technical lead to develop a multi-year product roadmap, sequencing features by client value and technical feasibility
• Oversaw the full design workstream, including user flows, site navigation, information architecture, wireframes, prototypes, and visual designs
• Led long-term content strategy development, mapping the evolution of content types to incorporate into the portal across the product roadmap timeline
• Partnered closely with product, technical, and development teams throughout build to ensure the strategic vision and design intent were preserved in the final product

Key Activities

• Planned and conducted focus groups with 100+ current employees to surface insights about the employee experience and identify pain points in the recruiting and hiring process
• Developed personas representing priority prospective hire archetypes, mapping mindsets, goals, content needs, and priority messaging across each stage of the job search journey
• Supported development of updated recruiting strategy, and created a new site map and taxonomy reflecting the new approach — restructuring approximately 90% of the existing site architecture
• Created content plans for 10+ high-value landing pages, defining structure, messaging, and content hierarchy to inform UX design
• Oversaw hi-fidelity prototype creation, ensuring the final design reflected the content strategy and recruiting vision

Key Activities

• Designed and executed a full primary research program from scratch — wrote the interview guide, sourced and managed a recruiting partner to access IT professionals at all levels including C-suite, and conducted 40+ one-on-one interviews across six customer segments
• Developed six highly detailed, stage-based personas covering the full customer lifecycle (learn → consider → buy → nurture) — structured as a strategic brief for Micron’s active personalization infrastructure initiative, not a decorative research artifact
• Completed a full content audit mapping existing assets to persona lifecycle stages, identifying gaps to inform future content creation priorities
• Designed, orchestrated, and led ~30 moderated usability testing sessions across multiple site concepts via UserTesting.com — synthesized findings into a prioritized recommendation report determining which concept to proceed with and key improvements before launch
• Follow-on (2018): When the client landed a session at the Forrester B2B Marketing & Sales Conference, he came back to us to help tell the story — I built the full presentation narrative and structure, attended the conference (Austin), was acknowledged on stage, and helped run the Accenture Interactive booth