Lovely to meet you!

I am a Senior Service Designer at Talkiatry, an online psychiatric practice, where I’ve grown and developed the service design and user research practice. I collaborate with Product, Clinical, Operations, and Marketing teams to assess, define, and improve services for our patients and clinicians.

A couple of projects I’ve worked on so far have led to:

  • The development of Talkiatry’s first provider-facing internal tool for patient panel management

  • Substantial overhaul of the patient billing experience with a new online self-service, incorporation of a new call center, and redesign of the patient bill

  • Re-organization of front-line operations staff to better align with function

What I’m up to

SKILLS

Design strategy

  • Plan and execute design discovery projects to inform future product and organizational change

  • Manage key experience metrics and and developing objectives that align with business goals, policy, and organizational structure

  • Execute fundamentals of service design methodology, including project planning, creating core service design artifacts (service blueprints, journey maps, prototypes, personas, etc), and service prototyping

  • Collaborate with cross-functional teams and stakeholder groups to deliver cohesive user experiences

  • Create and facilitate workshops (ideation, co-creation, design sprints)

Service Design

  • Planning and execution of mixed method research, including ethnographic research, diary studies, user research, user testing

  • A/B testing, survey development and analysis

  • SQL, python

Qualitative & Quantitative Research

  • Thinking: Systems thinking, User-centered design, CX, Agile, Content strategy

  • Making: Service and digital prototyping, Adobe Suite, Miro, Keynote

  • Tracking: Journey Map management (TheyDo), Research Respository

Tools of the trade

EXPERIENCE

Talkiatry

Service Designer > Senior Service Designer
2021 - Present

  • Focused on measuring, improving, and designing the patient and clinician experiences in online psychiatry

  • Journey and service design for: billing call center, patient support, internal provider tools, and insurance verification

Children’s Hospital Los Angeles

Senior Service Designer
2020 - 2021

  • Developed brand, content strategy, and program for online training programs for an international pediatric audience

  • Piloted mobile eye clinic and ‘COVID at Home’ programs

Twofivesix

Senior Strategist
2018 - 2020

  • Managed a team of 3 strategists and directed all strategy-related project and deliverables

  • Developed user research, survey, user testing, and content strategy services

Union swapmeet

Creative Director
2018 - 2020

  • Developed business strategy, visual design, and internal team processes for a 35-year-old retail space.

Common Good

Design Intern
2016 - 2017

  • Worked on redesigning future blood donation centers for the NHS.

  • Created internal tools for workshops, research, and exploration. 

Clarity Campaign Labs

Analyst & Project Manager
2014 - 2015

  • Used machine learning to create predictive models for campaigns and NGOs

  • Created data visualizations and interactive dashboards for clients. 

Littler Mendelson

Analyst
2013

  • Used statistical analysis to flag discriminatory employer practices.

EDUCATION

Service Design
Interaction Design

Umea Institute of Design

Bachelor of Arts in Chemistry and Economics with honors

Williams College

International Honors Program

Public Health focus study abroad program in Vietnam, Brazil, and South Africa