My Work

Below is a curated selection of design and research projects I’ve worked on. Please contact me for the password to view these case studies.

A large process map, on which notices are visualized as boxes with details about each. The notices a placed across steps and phases of the immigrant visa process to show when they might be sent. Steps are connected with arrows to illustrate sequences.

Improving Communications for Customers

A detailed process flow diagram showing the 'Prepare' stage of the Medicaid & CHIP SPA process. On the left, there is an illustration of a state employee working with a draft SPA template that includes policy guidance. The main content explains how state employees use a PRA-cleared web form template with structured data fields. On the right, there is a section labeled 'FUTURE FEATURES' listing planned system improvements including logic-based web forms and other capabilities.

Reducing Burdern Through Service Design

Two pages from the Opportunities booklet, visually styled with a modern, clean layout and images of people working at laptops. The left page outlines Guiding Principles for fostering a cohesive, user-centered strategy through roles like Learning Coach, Adaptable, Sharpen, Empower, Proactive Progress, and Exchange. A timeline guide indicates initiative priorities based on effort and feasibility. > > The right page focuses on the Learning Coach guiding principle, aimed at refocusing services around people, clarifying direction, and building support. It highlights the value of approachable, standardized onboarding and process materials for partner engagement. The page also identifies issues being addressed, like misinformation and unclear standards, and lists affected partner archetypes: The Caregiver, The Overworked, The Helper, The Hard Worker, and The Underdog, each with unique needs and challenges.

Co-Creating a Vision for Partner Engagement

A visual chart titled "Medicaid SPAs, Divisions, and User Type Mapping" with the stated purpose: “Determine which user types we need to interview with versus survey to ensure our findings are representative.” The chart is organized into several colored panels, each representing a different Medicaid group or division. Inside each panel are smaller labeled boxes showing specific divisions, with icons indicating whether they play a role in Medicaid SPA (State Plan Amendment) processing: Black file icon: Plays a role in Medicaid SPA processing. Gray file icon: Does not play a role. Each division includes various user types like "State Lead," "Analyst," "Reviewer," "Ops Support," "Manager," and "Health Policy Lead," shown with colored rounded labels. Some groups or divisions are shaded gray to indicate they are not involved in SPA processing. The chart uses a clean, structured layout with consistent color coding and icons to help identify roles and SPA relevance at a glance.

Improving Operating Procedures Through Research

A screenshot of the HCD Guidebook (Human-Centered Design Guidebook) homepage. The page has a structured layout with a large blue banner containing the title "Human-Centered Design Guidebook" in bold white text. Below the banner, there is an introduction stating that the guidebook is a collection of resources aimed at promoting a human-centered approach to problem-solving within the Center for Medicaid and CHIP Services (CMCS). It highlights the benefits of the guidebook, including reducing burdens, streamlining processes, and improving program delivery. The page is divided into several sections, each with a blue icon, title, and brief description: Onboarding Guide: A set of modules to help users get familiar with the environment. HCD Practice Guides: Norms, tools, and resources for research and design practices. HCD Community: A section for connecting with others involved in HCD. HCD Consulting and Support: Resources for consulting and support in human-centered design. The top navigation bar contains links to Onboarding Guide, HCD Practice Guides, HCD Community, and CMCS Programs and Practices. The design is clean, professional, and structured with blue and white color themes.

Onboarding HCD Staff with a Guidebook

This screenshot displays an enterprise application used for reviewing and approving memos and documents. The interface is split into several sections: Left panel: A list of task approvals with due dates and task identifiers. Center panel: Detailed view of a selected task ("2019-XX") with tabs for "Tasker Response" and "Staff Coordination". It includes a recommendation, key points, and additional information. Right panel: The approval route, showing a multi-stage approval process with timestamps, remarks, and statuses (all stages completed so far). Bottom section: Document attachments related to the task, with one highlighted PDF

Designing and Testing an Approval App