Staff Service Designer I Intuit I Remote I Feb 2025-May 2026

Led service design for hybrid human-AI QuickBooks experiences, focused on onboarding and bookkeeping for small businesses and growing mid-market clients

Partnered across marketing, product, engineering, design, customer success, analytics, and service delivery teams — contributing to a 3x expansion of the portfolio and the growth of AI-powered touchpoints, capabilities, processes, and systems for both customers and experts

Scaled concierge and wizard-of-oz testing to validate concepts early and with minimal investment, informing strategy, roadmaps, and supporting launches 

Developed journey maps, service blueprints, and handbooks as shared sources of truth — used across research, ideation, leadership presentations, and as implementation guides and playbooks for product, design, service delivery, and learning and development teams

Championed Intuit's internal service design community and worked with service designers across multiple business units to define and scale service design. Sourced and scoped new projects, mentored incoming service designers, and presented at internal forums to increase understanding of the practice

Senior Service Designer I Intuit I Remote I Feb 2022-Jan 2025

Led service design for QuickBooks Live, shaping a range of bookkeeping and business tax offerings from low-touch to high-touch— including the launch of Live Assisted Bookkeeping 

Established foundational service design and human-centered design practices for the business unit, concept testing, journey mapping, service blueprinting, co-design workshops, prototyping and pilot launches, and design reviews with leadership and implementation teams

Experience Research and Service Design Lead I Ascension Health System I Chicago I Sep 2019-Jan 2022

Built capabilities as a new studio within the Strategy and Innovation Department of the national team alongside design and research leadership

Developed experience research and service design practices for Ascension Studio, including hiring practices, mentorship for experience researchers and service designers, and stakeholder education of HCD

Established a co-design process with nurses and hospitalists to create net new healthcare mobile apps to improve technology for clinicians

Integrated HCD with the agile development process to increase cross-functional collaboration among researchers, designers, product managers, clinical informaticists, engineers, and clinicians

Managed external design partners in exploration of voice technology for nursing

Experience Designer & Researcher I Grand Studio I Chicago I Jan 2017-Apr 2018

Crafted user research plans and analysis for clients to promote a human-centered approach to product design

Conducted qualitative and quantitative research methods— including user interviews (remote and in-person), online surveys, diary studies, usability testing, guerrilla intercept testing— for generative and evaluative purposes

Facilitated workshops for problem definition, persona building, user journey mapping

Aided in delivery of products from research through UX/UI design to hand-off to development

Clients: Fintech and Sports & Entertainment

Designer (UX Researcher & Design) I Moment I Chicago I Jan 2017-Apr 2018

Defined opportunities on discovery and product evolution projects with clients through workshops and stakeholder meetings

Conducted generative and evaluative research - user interviews (remote and in-person), usability testing, card sorting

Created UX/UI design of products, such as architecture, user flows, wireframes, UI elements in collaboration with cross-functional teams–product owners, solution architects, developers

Clients: Law/voting rights, Insurance, and Food & Beverage

Design Strategist (Contractor) I The Center for Collaborative Healthcare Design I Chicago I
Jun 2016-Jan 2017

Designed a web experience to recruit and provide key information for COPD patients interested in participating in an NIH-funded drug trial. Incorporated input from the internal health system design team, COPD patients and caregivers

Designed patient-facing brochure with a “ graphic novel approach” to help with patient-staff communication at the University of Chicago

Freelance Design Researcher and Strategist I IIT Institute of Design I Chicago I May 2014-Aug 2015

Visualized design-thinking frameworks with Patrick Whitney, past Dean of Institute of Design

Created printed and digital design-thinking kit for Godrej & Boyce’s executive training

OTHER WORK EXPERIENCE

E-commerce, Packaging, and Graphic Designer I Agency + In-house I Chicago I Aug 2015-2009
Design Kitchen (Agency)
Razorfish (Agency)
Uncommon (Customizable Apple iPhone accessories)
Walgreens
Valspar

Designer I Cayman Chemical I Ann Arbor I Sep 2007-Jun 2009

Brand Manager I Sweetwaters Coffee & Tea I Ann Arbor I Oct 2005 - Sep 2007

Programs

Figma, Miro, Mural

Claude, ChatGPT, Gemini

Adobe