Twenty-five years bridging software engineering, business analysis, and user experience design — mostly inside regulated, high-stakes industries.
Complexity simplified: Clinicians struggled to navigate 155,000+ diagnosis codes with an outdated search, increasing cognitive load and risk for errors. I partnered with researchers to uncover key pain points and search behaviors, then designed a Diagnosis Code Assistant using guided search, intelligent recommendations, and clear decision pathways — accelerating documentation and improving clinician confidence.
A11Y compliance: Focused on accessibility, I guided product teams in redesigning layouts and code, embedding accessibility-first practices that achieved federal Section 508 compliance and enabled adoption by the U.S. Department of Veterans Affairs.
Design System: As a member of the Design Systems team, I define and document scalable components that drive clarity, consistency, and accessibility compliance across products.
The quoting and ordering experience had evolved into a fragmented workflow shaped by system limitations rather than user needs — spanning multiple systems and complex business rules, requiring duplicated data entry and heavy user training.
Leveraging my background in software development, business analysis, and user research, I reframed the experience around user tasks instead of system logic — redesigning a scalable, user-centered workflow that streamlined the quote-to-order process.
An existing scheduling system had low client adoption due to complex navigation and limited visual feedback. Without direct access to end users, I led a stakeholder-driven, heuristic-based redesign: auditing the existing product, mapping key workflows, and presenting multiple solution concepts for alignment. The result was a clearer, more intuitive experience that increased client adoption by 30%.
Guided projects through every stage — research and discovery, design, development, and launch — collaborating with stakeholders to define goals, prioritize features, and align on milestones. Developed wireframes, prototypes, and visual designs balancing user needs, business objectives, and technical constraints.
Contextual user interviews: After interviewing 80 agents, I uncovered their true need — insureds wanted a way to make mobile payments, not agents a way to quote. Shifting focus from agent quoting to insured payments cut development costs by 50% and raised app store ratings from 1 star to an average of 4.
Analytics & rapid prototyping: I spearheaded using analytics to identify pain points in the contract signature process, iterating on clickable prototypes and introducing just-in-time content — driving a 400% increase in usage.
Streamlined a complex billing process consuming data from five disparate back-end systems generating $3M/month in invoices. The legacy workflow required 20+ hours of weekend-only processing with high server load and frequent errors. I re-architected the database, codebase, and interface, decomposing end-of-week processing into smaller daily batches with self-healing reconciliation and reporting.
Result: processing time cut from 20 hours to ~1.6 hours, errors and failures reduced by 98%, flexible billing enabled during business hours, and reconciliation accuracy improved by nearly 200%.