July 2024 - Present

Currently lead the strategy, design, and enterprise adoption of an AA WCAG-compliant design system enabling Next Best Engagement and modular content marketing teams.

February 2024 - July 2024

Led design and prototyping in support of Novartis Patient Support & Services(PSS) team, applying a rigorous test-and-learn methodology mixing hands-on design, user testing, and strategic narratives.

July 2023 - October 2023

Responsible for the mapping, measurement, data integration, and testing of the core, enabling, and enhancing service layers of a new rare disease business unit orchestrating the experience of Health Care Providers, Insurance Providers, Specialty Pharmacists, Patients, and their Caregivers from end to end.

February 2020 - April 2023

Delivered high-priority initiatives, enabling cross-disciplinary teams to improve omnichannel marketing using human-centered principles

April 2017 - February 2020

Created the first US Service Design certificate course and workshops on storyboarding, advanced service strategy, and mapping ecosystems.

November 2015 - April 2017

Led design research and prototyping, resulting in digital experiences that made health insurance decisions more intuitive. Across four agile teams, I was responsible for the end-to-end service experience design process from ideation and research through quarterly releases.

August 2015 - November 2015

Contributed to the information architecture and designed a modular structure for a re-imagined customer experience adding new digital layers to their ecosystem.

June 2013 - February 2015

Led cross-disciplinary project work streams through user research, designed prototypes, shaped market strategy, and defined relevant KPIs for UnitedHealthcare, United Healthcare International, Airgas, Exelon, FLOR, and many other large clients, solving for simplicity and market dynamics.