Projects

Operationalized continuous discovery

Spreadsheet used to track and categorize user feedback

I developed a process for analyzing user feedback that helped our team identify high value features, catch and fix production bugs that were directly affecting users, and track the success of releases.

Accessibility is a core design requirement for tools on VA.gov, whose users rely on assistive devices to navigate web tools at a higher rate than other populations. I developed a checklist to test all the changes we put in front of users.

Line graph showing the increase in completed appointments over time

When we transitioned users to a new appointments tool, monthly users jumped from 500,000 to nearly 1 million. Customer satisfaction scores increased from 56% to 75% during that time, with new users responding most positively.

My research into notification services gave our business partners a better understanding of the extent and causes of issues in these systems that they needed to advocate for change across multiple VA departments.

Screenshot of a content audit with sticky notes categorizing appointment types

During usability testing participants loved the simplified view of their appointments. They appreciated how clearly the sections were labeled, and how easily they could find what they needed. And when an influx of new users started using the tool, positive feedback significantly increased.

Diagram showing Intake Staff, Nurse, and Doctor user types feeding into a core workflow

I improved the usability of a staff-facing tool for processing insurance claims, contributing to a 30% faster case processing workflow.

Get in touch

Projects

Operationalized continuous discovery

A testing strategy centered around accessibility

Let users manage their appointments in one place

Service mapping appointment notifications

Complex appointment types, displayed simply

Use machine learning to process cases and save staff time