As a User Experience Generalist, I conducted qualitative and quantitative research, using that data to design intuitive user interfaces, using user-centered design techniques based on standards and UX best practices, for multiple Agile/SAFE Scrum projects for a large government agency. I conducted user and stakeholder interviews, field studies, focus groups to gather data to use as the basis for design. I created concept models, wireframes, low- and high-fidelity prototypes using Axure. I organized usability testing, scheduling participants, preparing consent forms and facilitation guides. I facilitated in-person and remote usability testing sessions, note took, and analyzed data to be included in executive summary of findings. Findings presentations were given to small and large stakeholder groups. 

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• Acted as a liaison between product owners, subject matter experts, developers, business analysts, and other technical specialists on multiple projects, across multiple business components, to create concepts for cross-channel platforms. Experienced in collaborating with a variety of business partners to deliver successful outcomes.

• Led stakeholder Discovery sessions to assist product owners with strategies to uncover user pain points and find new business opportunities.

• Designed and conducted both quantitative and qualitative user research in both formal and informal settings, usability A/B testing, with various demographics, both onsite and remotely.​ Synthesized quantitative data with qualitative user research to prepare findings reports.

• Conducted surveys and focus groups to gather feedback from larger populations.

• Presented and communicated research findings, analysis, and design recommendations clearly and effectively across various organizations, in various formats.

• Led business process analysis and requirements gathering through user and stakeholder contextual interviews, brainstorming and design sessions. Assisted with user story creation.

• Facilitated brainstorming and whiteboarding sessions to elicit business requirements from clients, to create solutions, which met the project goals and kept the user experience in mind.

• Led collaborative design sessions with other usability professionals, product owners, developers, and project stakeholders to iteratively generate designs that met the needs of all parties involved.​

• Designed engaging interfaces using conceptual modeling, high level and/​or detailed storyboards, journey maps, wireframes, low-/high-fidelity prototyping, usability testing and data analysis.

• Created responsive designs and prototypes using multiple breakpoints, across multiple operating systems and platforms. Documented these designs as requirements for developers.

• Created screen packages to communicate user interaction and design ideas to the project team effectively.​

• Developed relevant documentation of user requirements, screen designs, and design recommendations, which included workflows & diagrams, personas, user scenarios, wireframes, and usability test plans.​

• Designed with and contributed to the User Experience Framework (UEF), an established design system and style guide to uphold standards, best practices, and guidelines across the agency.

• Demonstrated an in-depth knowledge of the user-centered design lifecycle, utilizing both Waterfall and Agile/SAFE Scrum methodologies.

• Mentored and coached junior team members in all aspects of user centered design and contract processes.

• Led and managed user experience teams for Social Security Administration (SSA) projects, specifically:

  • Visitor Experience Program (VEP) Mobile Check-In, a mobile application to assist the public with entering the SSA Field Offices during and Post-COVID. Designed interfaces for iOS and Android mobile devices.

  • Visitor Intake Process (VIPr) System, a front-end system that connects all SSA Field Offices and allows representatives the ability to schedule public appointments. This is a data-heavy backend which connects to multiple complex enterprise systems. Updated legacy system designs for better user experiences.

  • Check-In Kiosk, for public visitors to sign in upon arrival to SSA Field Offices. Conducted usability testing, in English and Spanish, in response to a high-profile lawsuit to assist blind and visually impaired users in the ability to check in for appointments using an accessible touch screen kiosk. Created and presented findings to upper management for use in legal proceedings. Researched, designed, and tested kiosk user interfaces to be used by all populations.

  • 21st Century PolicyNet, redesigned screens for a 40 year old legacy system for internal and public users to access Social Security Administration policies and processes.