Building trust
While other design and innovation teams struggled to gain traction, my team has thrived by staying grounded in business needs and delivering practical, actionable tools. We built a robust human-centered design and service design practice that helped teams build empathy, identify system-level gaps, and improve experiences across products, services, and journeys.
Enterprise experience strategy & optimization
Defining the consumer experience vision for Optum
Defining the consumer experience vision for Optum
Built and led a shared service focused on optimizing experiences and shaping go-forward strategies. Our team became the go-to partner for high-priority initiatives—bringing together research, journey mapping, and operational insight to drive measurable change.
Defining the consumer experience vision for Optum
Defining the consumer experience vision for Optum
Defining the consumer experience vision for Optum
Played a key role in a cross-functional initiative to establish Optum’s enterprise experience vision—shifting the organization from B2B-focused to consumer-centered. Collaborated across teams to develop segmentation, conduct field research, and create personas, principles, and experience frameworks adopted company-wide.
Making consumer insights unforgettable
Defining the consumer experience vision for Optum
Making consumer insights unforgettable
Led the creation of an interactive journey mapping capability that transformed a static tool into an engaging, empathy-driven experience. By embedding real audio, video, and insights, we helped leaders understand the full consumer journey and drive more strategic, human-centered decisions.