In my role…

I bring over ten years of experience in design research and experience design, including eight years leading project teams and four years managing people. I specialize in human-centered methods, with a focus on launching 0→1 products, reimagining end-to-end services, and transformative experience improvements grounded in measurable impact. I am particularly drawn to ambiguous problem spaces, where I can explore emerging technologies and lead collaborative, insight-driven innovation.

Capabilities

• Driving experience strategy through customer insights 

• Developing research and design capabilities, tools, and processes

• Scaling human-centered design practices

• Leading mixed-method generative and evaluative research studies

• Insights-driven solutioning

• Translating user needs into measurable business and experience outcomes

• Influencing executive decision-making 

• Communicating complex ideas through mixed-media storytelling

• Leading innovation in ambiguous, emerging product spaces

Experience

April 2022 - Present

Principal Experience Design Consultant  |  Consumers Energy

Led Experience Strategy for low-income customers, including:

• Realizing a 0→1 program enrollment tool, enabling digital access for 100k customers and eliminating the need for targeted marketing expenses.

• Redesigning the Payment Plans and Assistance web page, generating nearly 400k leads in six months, increasing program access, awareness, and customers’ understanding of eligibility criteria.

• Establishing an Account Dashboard experience roadmap, prioritizing personalization features that utilize customer data and user behaviors.

Partnered with The Michigan Economic Development Corporation to reimagine the large business grant application experience, including:

• Re-scoping the initial ‘Customer Transformation’ program approach and outputs based on early customer findings and business priorities.

• Led Experience Research and high-fidelity design for a reimagined digital application prototype, used to define performance metrics (CXi, CSi, etc.)  

Developed capabilities within the Experience Design practice, including:

• Implementing a 2-week ‘sprint’ operating standard, prioritizing Agile practices, rigorous documentation, cross-functional collaboration, and speed to deliver.

• Establishing in-person and remote experience design workshop standards across the practice.

April 2023 - Present

Founder & Lead Product Strategist | Do Good Design

Support realization and roll-out strategy of a 0→1 AI-powered document intelligence platform and workflow manager. 

Manage and execute all business operation duties, as well as research, design, and product strategy outputs.

April 2021 - June 2022

Principal Consultant, Experience Design & Research Practice Lead | Leapgen

Developed and managed Experience Design program approaches for client engagements that included Fortune 50 companies.

Designed and executed a “Teach to Fish” offering to support employee experience transformation client engagements.

Developed organizational human-centered design capabilities and individuals’ skills as a people manager and practice lead.

November 2014 - April 2021

Service & Interaction Design, Associate Manager | Fjord, Design and Innovation

Managed multidisciplinary design-led engagements, partnering with C-Suite and senior executive stakeholders to define approaches, maintain project plans, and ensure output quality.

Supported the professional development of service designers and design researchers as a mentor and ‘Career Coach’.

Supported directors overseeing both Design Research and Service Design practices to evolve and develop capabilities.