Intuitive and empathetic Senior UX designer with 5+ years of experience. Background in psychology and 10+ years of experience conducting interviews, analyzing pain points, and ideating and testing creative solutions.
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UX projects & work
U.S. Bank
Focus:
Led UX design for eight scrum teams across four products, improving cross-team alignment and accelerating delivery across the payments portfolio. Enabled feature reuse across multiple bank products and external vendors through service oriented UX design, supporting platform-scale growth. Designed and launched a new merchant payment product from discovery to delivery, significantly reducing onboarding time for customers. Led continuous UX refinement of Payments Insider through ongoing research and iteration, improving usability and feature adoption over time. Designed and launched fully digital self-service flows that reduced customer friction, decreased reliance on assisted support channels, and saved operations ~$1.2MM. Mentored and taught university students in UX principles, research, and design thinking as part of broader design leadership efforts.
Contributions:
Interviews, research studies, usability tests, mockups, strategic planning.
Results:
Saved $1.2M in operational costs by designing digital self-service experiences that reduced manual processing and assisted support. Drove a sustained 5% YoY increase in customer retention over three years through UX improvements across core payments journeys. Increased customer satisfaction scores by 20% following UX-led redesigns of core features. Reduced call center dependency by enabling customers to complete high-volume account management tasks independently.
Keystone Behavioral Health
Focus:
Mobile-responsive, Information Architecture
Contributions:
Surveys, interviews, mockups, creation of live website
Results:
High customer demand necessitated hiring more staff
Atlanta Family Therapy
Focus:
Information architecture, mobile responsive redesign
Contributions:
Surveys, interviews, mockups, live site implementation
Results:
8% increase in customer inquiries
Shop Roam United
Focus:
Mobile responsive redesign, information architecture, branding
Contributions:
Heuristic analysis, live site implementation
Results:
5% increase in sales over six months, 44% increase in web traffic
Sunnyland Farms
Focus:
Mobile responsive redesign, e-commerce
Contributions:
Surveys, interviews, usability testing, wireframes, mockups, prototyping
Results:
15% reduction in technical support calls to call center.
Achievements
- Promoted three times in five years
- Reduced key length of stay measure by 9% year over year
- Mentored and Supervised two graduate level students
- Nominated for Clinician of the Year
Skills and tools
Research
Information Architecture
Competitive Analysis
Usability Testing
User and Task Flows
Customer Journey Mapping
Recruiting Research Participants
Conducting Interviews
Contextual Inquiries & Surveys
Quantitative Research
Field Studies & Customer Insights
Qualitative Research Methods
User Experience Research
Design & development
A11y & Accessible design
Adobe Creative Suite
Design Patterns and Pattern Libraries
Figma
Front-end coding (HTML/CSS)
Interaction Design
Software Development Lifecycle
UX Design Thinking/ Frameworks
Universal Design
User Interface Design
Visual Design
Project management
Agile/Scrum/Kanban
Product Management
Requirements Gathering
Stakeholder management
Education
General Assembly
2019-2020
UX Design
University of Georgia
2013-2015
Master of Social Work
Auburn University
2009-2013
Bachelor of Arts - Psychology