2025-03
– 2025-03
– 2025-03
Ran the intake research with support and operations partnersIndependent practice
Interviewed 9 support and operations staff about the first week of a new customer account.
self-reported· entered 2026-09-20
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Interviewed 9 support and operations staff about the first week of a new customer account.
Interviewed support and operations partners, then shaped a calmer intake flow.
Tested 3 clickable prototypes with 6 operations staff, then kept the one with the fewest handoffs.
Created reusable patterns with engineering partners and documented the decisions.
A decision log of 18 entries, each with the option not taken and why.
Ran a small release, gathered customer notes, and iterated with the product team.
Observed handoffs across 3 units and mapped where the paper sheet and the software disagreed.
One screen per patient, ordered the way charge nurses already spoke. Piloted on 1 unit, then rolled to 3.
Extracted 31 components from 4 products into one library with engineering, each with its accessibility notes.
Ran weekly critiques and quarterly growth conversations for a team of 2 from 2023-01.
Rewrote 47 alert strings with 3 pharmacists so each alert says what to do, not only what is wrong.
Tested with 6 nurses who use screen magnification and filed 58 issues, 51 closed by 2024-03.
Mapped 4 lab vendors to one results view and wrote the empty and delayed states with the integrations team.
Documented open decisions for the incoming lead and left to start an independent practice.
Sat with 14 residents while they applied for permits and logged every point where they stopped. 9 of the 14 stopped at the fee table.
Replaced the 6-page fee schedule with one estimate that updates as the applicant answers. Shipped to 3 municipalities.
Rewrote 23 notices to an 8th-grade reading level and paired each with the statute it came from.
Designed the kiosk flow, staffed the lobby for the first 2 weeks, and closed the pilot when staff preferred the counter tablet.
A 25-minute talk at a regional civic-design meetup on what the permit work taught the studio.
Wrote the handoff notes, ran 4 pairing sessions, and left the studio for graduate study.