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Veteran’s Affairs (VA)
Problem: Veterans trying to register for tele-health appointments faced numerous issues leading to extremely high volume of calls to customer support. Approach – Identify sources of failures resulting in calls to customer support. Portal design audit. As interviews with examinees was not an option, as a creative work around solution, I suggested getting feedback from Continue Reading
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Food and Drug Administration (FDA)
Website Redesign, UX Audit, Wireframes Key Enhancements Continue Reading
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Creating consistency and accessibility at enterprise scale
Social Security Administration · Enterprise UX Design System Across SSA products, teams shared components but lacked clear guidance on usage, behavior, and accessibility. This led to inconsistency, duplicated effort, and late-stage rework. I worked on the enterprise UX design system to provide clear, usable guidance that helped designers and developers make consistent, accessible decisions across Continue Reading
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Modernizing a public platform without breaking trust Department of Labor (DoL)
U.S. Department of Labor · Women’s Bureau The Women’s Bureau website serves a broad public audience seeking research, programs, and resources related to women in the workforce. The legacy site was difficult to navigate, content-heavy, and challenging to maintain. I supported the Drupal 8 modernization by focusing on content structure, accessibility, and long-term sustainability, balancing Continue Reading
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Reducing workflow friction in a high-volume internal system: Social Security Administration (SSA)
Reducing workflow friction in a high-volume internal systemSocial Security Administration · Interactive Communication Processing SSA staff use internal systems to generate official communications that directly affect the public. When those systems require multiple tools or unclear workflows to complete a single task, the consequences are real — delays, inefficiency, and frustration. I was brought in Continue Reading
