Get to Know Me
Start with who you have in the room. The purpose, story & product will follow.
Hello! I’ve learned half the battle is who’s in the room; the other half is which room you use. As a researcher and creative, I bring 15+ years of experience architecting service ecosystems and enterprise software across logistics, healthcare, government, and fintech. With a double master’s in Design Methods and Business Administration, I drive Fortune 500 digital transformation, lead 0-1 product discovery, and align executive stakeholders.
I specialize in making products sticky by balancing human needs with business viability. Leveraging service blueprinting, JTBD frameworks, and human-centered AI, I deliver measurable revenue growth and operational efficiency.
Strategic Collaboration
I work across UX, Product, and Business pillars to bridge cultural barriers, champion the customer, and activate insights. By facilitating design sprints and tech offsites, I help disparate teams conceptualize cohesive, cross-pillar solutions. Cross-functional collaboration ensures both the business and customer win.
Three Operational Modes
I operate across three distinct gears to systemically de-risk product and services.
The Systems Architect
Strategy Mode
Focus: Long-term program viability, demographic evolution, and structural de-risking.
I identify demographic shifts to define foundational principles, developing frameworks that tie business metrics to design activities and customer goals.
Ex. Cognitive load. I uncovered it during research and worked with UXR, Product and Business to design metrics to reduce design and product impact on customer business efficiencies.
The Force Multiplier
Operations Mode
Focus: Research democratization, cross-functional alignment, and process standardization.
I design operational infrastructure and flexible mechanisms that scale research, equipping teams with practical tools to make independent, customer-centered design decisions.
Ex. Democratizing research function. Pioneered a research democratization framework within my org (85% workload reduction) while collaborating across 10 Amazon orgs to share and localize tools.
The Systems Firefighter
Tactical Mode
Focus: Rapid field diagnostics, launch triage, and design sprints when business goals clash with program or customer realities.
I led rapid-response programs to de-risk high-pressure rollouts.
Ex. Sub-Same Day impact. Introducing the sub-same day program changed the customer business model, resulting in changes to every business practice, system, software and metric of the DSP program. I identified and prioritized the tactical tool-based issues.
Selected Work
3 Case Studies | Full archive available upon request.
DSPs maintain a fragile "car office" to stay connected. The common refrain: bring "two computers, an international cell plan, and a MiFi to do dispatch on the beach" during rare family vacations to ensure they didn't miss critical alerts.
Months to build an MVP of the dedicated DSP owner app was built in 8 months, just in time for Ignite Live, the DSP annual conference.
Scattered across eight disconnected interfaces, fragmented operational and financial data blocks DSPs from generating trustworthy P&L statements, forcing them to exhaust critical management labor manually reconciling weekly invoices to protect their margins.
Reduction achieved in median session dwell time (dropping from 7.4 minutes down to 2.1 minutes), saving valuable hours of administrative work for harried small business owners.
50% of DSPs, the small delivery businesses that deliver to your door, were frustrated by opaque invoices and dispute process that required 2+ hours a reconciliation work a week.
Relevant Work
Full archive available upon request.
Medtech Incubator
In new growing medical industries, finding accurate information, documenting treatment plans and communicating with patients are common pain points.
CoSD-Reporting
Residents lacked incident status on the items they posted, causing them to repost. City employees lacked system statuses and the ability to combine duplicate incident reports, making it difficult to close duplicate tickets that may have work assigned.
Airspace Technology
Lacking the required transparency in the last 500 feet of critical delivery created allot of churn for everyone involved.