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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• Led end-to-end product design for public-facing and internal products across complex, policy-driven benefits and service workflows.

• Developed personas and end-to-end journey maps for SSA’s Application Referral Intake System (ARIS), uncovering pain points in a cumbersome legacy fraud-referral process and translating insights into future-state workflows for streamlined submission, tracking, search, and case status.

• Designed information architectures and navigation frameworks for 21st Century PolicyNet, a complex, policy-driven content system, using research, tree testing, and card sorting to improve findability and help users navigate large information ecosystems.

• Led research, design, and usability testing for SSA Mobile Check-In, a cross-platform experience that enabled customers to schedule, prepare for, and check in to appointments from any device.

• Translated research, user needs, policy requirements, and technical constraints into journey maps, workflow logic, user flows, wireframes, interactive prototypes, and detailed design specifications.

• Partnered with product owners, engineers, analysts, and stakeholders to define requirements, articulate design tradeoffs, prioritize opportunities, and evolve product solutions from discovery through implementation.

• Planned and conducted user research, usability testing, surveys, heuristic evaluations, tree testing, card sorting, and A/B testing to uncover workflow friction, validate designs, and inform product improvements.

• Contributed reusable patterns and design refinements to the SSA User Experience Framework, improving consistency, accessibility, and scalability across enterprise products.

• Designed and tested accessible audio and visual interfaces for the VIPr Kiosk, addressing complex interaction requirements for visually impaired users in critical legal contexts.