I'm an intuitive and empathetic UX designer with a background in psychology. I have over nine years of experience conducting user interviews, analyzing needs and pain points, and formulating, ideating, and testing creative solutions.
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UX projects & work
U.S. Bank
Focus:
UX design lead for six scrum teams across three products. Created several new products for the merchant payment services team. Manage continuous refinement of existing product Payments Insider. Have implemented new fully digital customer self-service flows to reduce friction. Mentored and taught university students.
Contributions:
Interviews, research studies, usability tests, mockups, strategic planning.
Results:
Increased customer retention by 5% year over year for 3 years. Increased satisfaction scores by 15%. Helped save customer support center over one million dollars by digitizing account maintenance requests.
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