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Resume

Work
Experience

Humana, Inc.

Lead Design Strategist, Experience Transformation

02/2023 - Present

  • Set and validated data-driven business and user experience strategy to increase digital self-service adoption for a million-member target segment.

  • Led enterprise-wide audit of existing digital products, capabilities, and experiences. Performed benchmarking and rating of existing capabilities based on competitive analysis, voice of customer data, and product analytics.

  • Developed and executed a large ethnographic research sprint. Led analysis, insight development, user type identification and development, executive stakeholder reporting, and product concept development. 

  • Collaborated with data scientists to analyze internal customer behavioral data to inform early hypotheses and drive research approach. 

  • Co-created 40 innovative concepts in collaboration with 6 product and design teams and developed a strategic roadmap for implementation.

Lead Product and Experience Strategist, Clinical Products

05/2022-02/2023

  • Led the Design Strategy function of the Clinical Experience Lab, overseeing the end-to-end human-centered design and product delivery process.

  • Taught human-centered design and research methodology to a team of 7 product designers, product managers, and engineers and provided ongoing mentorship to the team. 

  • Delivered Humana’s first Behavioral Health assessment and care recommendation product for 2.2M eligible members, leveraging telehealth and direct scheduling capabilities.

Lead Product Manager and Innovation Advisor, Digital Health & Analytics

08/2018-05/2022

  • Selected for a team of high performers for a 1-year assignment to an internal venture startup in partnership with BCG X to grow a new member segment. Performed foundational ethnographic research with 50 participants, performed market analysis, performed early business model validation, developed and tested concepts, pitched concepts to C-Suite Venture Board, and delivered a Minimum Viable Product within an 8-month timeframe. 

  • Redesigned Humana’s digital shopping experience, increasing digital sales by 5% and improving member NPS.

  • Implemented an in-market pilot connecting 200 vulnerable members to their care team during COVID-19. 

  • Performed enterprise analysis of customer shopping experience, uncovering key opportunities for experience improvement. Delivered strategic roadmap to solve the issues, impacting 2.6M members for the Retail Experience Transformation initiative.

Senior Product Development Professional, Innovation Team

08/2014-08/2018

  • Product manager for Humana’s first human-centered enterprise data product, collaborating with ten teams across the company to design, build, launch, and integrate with internal systems at scale.  

  • Improved employee experience for clinical pharmacists and clinical care managers by developing human-centered digital products that streamlined their workflows, reduced their time to solve problems, and enabled them to help customers more efficiently. 

  • Centralized 2.6M members’ medication lists and enabled human verification of the data, resulting in over $19M in savings and keeping over 500k members safe from the harms of polypharmacy.

  • Managed four interrelated digital products and services.

  • Participated in foundational ethnographic research and analysis, iterative user experience research, and rapid feedback to delivery cycles.

  • Received a Star Award for above-and-beyond individual contributions.

Innovation Intern

03/2014-08/2014

  • Participated in research, concept development, and test design for community partnership with HEB, promoting healthy eating habits in target communities.

Nouvelle Bar & Bottle

2017-2021

Founder and Creative Director

  • Fused my passion for art, culture, and hospitality by founding Louisville’s premier wine bar. Directed brand identity, visual design, and customer experience, fostering collaborations with local artists and community partners. Achieved a profitable sale of the company.

Education

Certifications

2011-2014

University of Louisville | BSBA, Marketing

Multiple Dean's List awards.

2005-2007

Savannah College of Art and Design

Competed at Nationals as an Equestrian Student Athlete. Studied Art History and Fiber Art.

2024

Google UX Design Certificate

Currently in progress

Skills
& Toolkit

  • Human-Centered Design

  • Experience Strategy

  • Systems Thinking

  • Product Management and Strategy

  • Lean, Agile, and Extreme Programming Methods

  • User Research

  • Ethnographic Research

  • Service Design

  • Customer Journey Mapping

  • Service Blueprinting

  • Market Test Design

  • Innovation and Transformation at Large Companies

  • Complex Problem Solving

  • Facilitation, Workshopping, and Presentation

  • Storytelling and Writing

  • Executive and Stakeholder Management and Influence

  • Entrepreneurship 

  • Leadership

  • Adaptability and Comfort With Uncertainty

  • Curiosity

  • Active Listening

  • Independent, Self-Starter

  • Miro, Figma, Mural, UserZoom, Survey Monkey, dScout, Pivotal Tracker, Jira, Trello, Slack, Microsoft Suite, Google Suite, Zoom, VOC Data Analysis Tools 

What I Do As A...

Human-Centered Designer

  • Empathize with users through qualitative and observational research.

  • Define the problem by synthesizing research insights, user needs and pain points, and business goals.

  • De-risk ideas by applying the Balanced Breakthrough model to validate user desirability, business viability, and real-world feasibility of ideas.

  • Generate tons of ideas through sketching, low-fidelity digital prototyping, narrative writing, storyboarding, and other frameworks.

  • Prototype the strongest concepts, turning low-fidelity sketches into concepts that look and feel real enough to test with users.

  • Test and Iterate by engaging directly with users for feedback on prototyped concepts. Multiple rapid cycles of feedback and iteration help derisk product concepts prior to development and launch. 

Product Manager

  • Define Product Vision and Strategy to guide the overall product vision and strategy. I identify market opportunities, conduct market research, analyze competition, and collaborate with stakeholders to prioritize features and functionalities.

  • Understand and Empathize With Users by participating in or directly leading user research to deeply understand the needs, desires, and pain points of the target user. 

  • Develop Short-Term and Long-Term Roadmaps that outline the short-term and long-term goals for the product. I work with cross-functional teams, including engineering, research, design, marketing, and sales, to plan and prioritize the development of features and enhancements.

  • Define Product Requirements by gathering and prioritizing requirements from various stakeholders, including customers, internal teams, and industry trends. I translate these requirements into clear, actionable specifications for the development team.

  • Prioritize Features and Manage Product Backlog based on a feature's impact on the product's success, user feedback, market trends, and business objectives. I make data-driven decisions to ensure that resources are allocated effectively.

  • Cross-Functional Leadership across engineering, research, design, marketing, sales, and customer support to ensure that everyone is aligned on the product vision and goals. I facilitate communication and coordination between teams to drive product development forward.

  • Executive Stakeholder Communication to update stakeholders on product development progress, build continuous buy-in and engagement, and share success.

  • Iterative Test and Build Cycles to rapidly de-risk new ideas and opportunities prior to launching to production.

  • Launch and Scale of new products in close partnership with engineering, research, design, and marketing. 

  • Analytics and Monitoring of key metrics and performance indicators to evaluate the success of the product. I analyze user feedback, conduct A/B tests, and gather data to identify areas for improvement and optimization.

User Researcher

  • Research Ops and Planning to define best practices for the research department as a whole and to ensure success with each individual research project. 

  • Data Collection through methods like ethnographic interviewing, contextual observation, iterative usability testing, surveying, and secondary research review.

  • Data Analysis and Synthesis to find patterns, trends, bright spots, pain points, and breakthrough insights. 

  • Insight Generation to distill research findings into actionable, concise, and understandable insights. Insights are designed to be shared cross-functionally with product managers, product designers, engineers, marketers, and stakeholders.

  • User Advocacy to champion the voice of the user throughout the end-to-end design and development process, ensuring that user needs are being considered at each step of the process. 

  • Iterative Testing in collaboration with Product Designers and Engineers to help guide and manage the design-test-build cycle.

  • Stakeholder Communication to build empathy and buy-in at all levels. Clear, compelling, and strategic communication that is tailored to each specific audience. 

Experience Strategist

  • Research and Analysis of data from hands-on research, customer feedback, market research, user testing, and competitive analysis to identify insights and opportunities for improving the overall customer experience.

  • Strategy Development to address opportunities to improve the customer experience by defining customer journey maps, identifying key touchpoints, setting experience metrics, and prioritizing initiatives to improve the customer experience.

  • Cross-Functional Collaboration with design, marketing, product management, customer support, and operations teams to build buy-in, align on experience goals, and implement strategies effectively.

  • Utilize Design Thinking and Innovation skills to generate, test, and validate potential solutions.

  • User Advocacy to champion the voice of the user throughout the end-to-end design and development process, ensuring that user needs are being considered at each step of the process. 

  • Measurement and Optimization by development and monitoring of key performance indicators (KPIs) and experience metrics that track the success of strategic initiatives. 

  • Customer Relationship Management by developing strategies for engaging with customers at various stages of the customer lifecycle, building loyalty, and fostering long-term relationships.

  • Trend Monitoring to stay informed about industry trends, emerging technologies, and evolving customer preferences to anticipate future needs and opportunities.

Service Designer

  • User and Organizational Research to understand the needs, behaviors, and pain points of users who interact with the service. Interviews, observations, surveys, and other research methods help gather insights into user needs and preferences. Detailed research into existing processes and services to establish an experiential baseline.

  • Journey Mapping to visualize and understand the end-to-end user experience across various touchpoints and channels. Journey maps help identify pain points, gaps, and opportunities for improvement in the service delivery process.

  • Service Blueprinting to map out the underlying processes, interactions, and systems that support the delivery of the service. This helps identify areas of inefficiency, duplication, or inconsistency in the service delivery process.

  • Co-Creative Workshopping with stakeholders and users to generate ideas, explore solutions, and develop prototypes for improving the service experience. These workshops foster collaboration and creativity in designing solutions that meet user needs and business objectives.

  • Prototyping and Testing to visualize and test new service concepts and experiences. Iterative usability testing gathers feedback from users to validate concepts, identify usability issues, and refine solutions quickly.

  • Cross-Functional Collaboration with product designers, developers, product managers, marketers, and operations teams to implement service improvements. Facilitation of communication and alignment between teams to ensure a coordinated approach to service design and delivery.

  • Service Implementation to support the rollout of new services by providing guidance, training, and support to teams responsible for delivering the service. Ongoing monitoring of the implementation process to address any challenges or issues that arise during rollout.

  • Measurement and Optimization to assess the impact of service changes on user satisfaction, efficiency, and business outcomes and identify ongoing opportunities for improvement.

Let's Connect.

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