First Command Financial Services

• Co-managed a team of 14 that supported Product Managers, Executive Leadership & Departmental VPs and SVPs across the organization. Requests ranged from facilitating workshops of wicked problems to design and research initiatives across product design, content design, and service design.
• Responsible for building out Design Ops in the Experience Design department, and helped create a Service Playbook with Product Management based on Forrester's Triple Diamond Model.

• Led and facilitated a workshop alongside Financial Planning, including product managers, Advisors, Advisor Ops & Advisor Training, when First Command brought in a tool that enabled improved account aggregation and opening more customizable investment accounts which impacted the Supervision process.
• Supported an innovation group that researched, and prototyped, banking services to early career military members using Strategyzer's Business Model Canvas.
• Co-facilitated a RITE study to address an urgent issue after transitioning to a new CRM tool, resulting in an Advisor requiring an average of 8 hours of work to prepare for a client meeting. The resulting solution was used by development to create a prototype that resulted in a group of 10 Advisors to unanimously request the company would "release it immediately."
• Created and managed on-going reviews across 14 departments to create a backlog of initiatives the Experience Design department supported.

• Re-designed and created various webpages on firstcommand.com, leveraging Usertesting.com and market research databases such as Gartner and Forrester.
• Assisting ongoing design and research efforts such as; credit card opening, mapping the insurance lifecycle, and documented our first Design System.

Active Network

• Primary researcher of 13 products at Active Network.
• Managed projects to effectively drive forward decision making.
• Projects ranged from exploratory research, usability studies, heuristic reviews and interviews to competitive analysis and data visualizations.
• Initiated and conducted the first exploratory research study at Active, which focused on learning about the growing esports market and identified several ways to target this audience with existing products.

Freelance Design & Research

Mobiliti: Co-Design Conference

• About: Mobiliti was a co-design conference with Boston Consulting Group and Maya Design that brought together employers and mobility providers with city residents of Pittsburgh to enable more reliable commutes.
• Projects ranged from: business development, creating data visualizations, tailoring co-design activities, preparing materials for the sessions, documenting findings, and presented at the conference.