• Project Objective

Design a long term, futuristic vision for the future of USAA bank and design & develop a storytelling experience to make this vision of the future tangible, emotionally engaging, & inspiring to business partners and bank leadership.

• Project Outcomes

Currently in-process

• My Role

Strategizing with business, design, & technology partners & leading the cross-functional efforts to create a 10 & 5-year vision for the future of bank. Projected mini-milestones include: discovery research synthesis & several large, cross-functional design workshops that will lead to the creation of a vision for the future of bank. The vision will be depicted in a multi-media story that will be shared with employees and partners to make the future seem tangible and attainable. This story and the engagement it drives will be the backbone for continued digital transformation.

• Project Objective

Discover opportunities for improvement to the Know Your Drive telematics experience outside of the app for agents, policy holders, and customer service reps

• Project Outcomes

Identified top 2 root causes impacting the end-to-end experience for agents, customers, and service reps.

• My Role

Conducted quantitative & qualitative research; performed content inventory and analysis.

• Project Objective

Design strategy & process for moving concepts from idea stage to scaling multiple markets

• Project Outcomes

Created a vision for a potential pipeline and am currently working with leadership to develop a roll-out strategy

• My Role

Combined concepts from Lean Start-up, design thinking, agile, and Strategyzer (creators of the Business Model Canvas) with learnings from qualitative research to create an Auto COE specific innovation process

• Project Objective

Develop a body of knowledge & internal expertise about independent agency norms and needs on a national scale.

• Project Outcomes

Channel insights and design principles that are exclusive to the American Family Insurance Enterprise. This work represents a competitive advantage at a time of accelerated change.

• My Role

Conducted qualitative research & collaborated with research team to identify insights & opportunities, design principles.

• Project Objectives

1) Align stakeholders & leaders on top problems within the current agent experience.

2) Engage stakeholders in new way of working, to increase awareness of and confidence in a new iterative approach to product development.

3) Complete the first two requests within 4 weeks of initial request.

• Project Outcomes

A 5-day remote, design- sprint based in part on the original Google Design Sprint that took participants from shared understanding of current state, to co-creation of a vision for future state, to identification of top agent problems, and finished with designing prototypes and gathering agent feedback. Our participant NPS score, was 71, or “world class” (according to Bain, the creator of the NPS index measurement.)

• My Role

Lead point of contact for all partner communication. Designed agenda & facilitated sessions. Created Mural boards, designed & delivered a Design Thinking primer for participants, created summary/ recommended next steps for business partners.

• Project Objective

Understand, map and record "one source of truth" of current state service processes to inform key decisions made by digital product & customer service teams.

• Project Outcomes

Identified common processes, created service blueprints and journey maps, determined patterns, and created recommendations for a new 3-5 year growth strategy.

• My Role

Led research team, conducted analysis, created 3-5 year strategy report.

• Project Objective

Identify, in the eyes of the customer, the most important communication preference options and increase adoption of paperless communication.

• Project Outcomes

Team identified a primary technical blocker preventing the company from realizing a multi-million dollar potential savings from customer enrollment in paperless communication.

Team presented evidence of the blockers to senior leadership resulting in emergency budget & resource prioritization approval that led to creating a seamless, online user experience that paved the way for paperless adoption.

• My Role

Coached the team to narrow their focus to the problem with the greatest opportunity: paperless communication adoption. Cleared roadblocks such as limited access to data, limited access to customer services reps & recordings, team communication & interpersonal conflicts. Established daily, weekly, & monthly rituals for the team to develop their own self regulating behaviors and encouraged commitment to team, customer, & progress as opposed to commitment to manager & self promotion.

• Project Objective

Create a simplified process to support more effective development conversations between managers and employees and develop more accurate enterprise talent identification & mobility processes.

• Project Outcomes

Team validated a customer and problem within weeks, validated a solution for a single internal market within a month and then scaled to multiple internal “markets” based on world-of-mouth marketing. The solution was approved by senior leadership and rolled out iteratively across the enterprise.

• My Role
Influenced the team to focus on identifying the problem and finding a solution that was technology agnostic. Helped team understand the early adopter theory as well as how to predict and measure the results of behavior based experimentation and then how to use the data collected in experiments to influence leadership decisions.

• Project Objective
Once the technical issues identified in the original Paperless Communication project were resolved a new team was formed and tasked with identifying tactics that led to greater paperless adoption.

• Project Outcomes

Team learned that iterative experimentation was not possible in the existing digital and analog systems. Team created a high fidelity prototype app that was designed specifically for the purpose of connecting teams that wanted to learn with existing early adopter customers.

• My Role

Influenced the team to focus on the problem preventing them from solving the originally identified goal of increasing paperless adoption. Helped clear roadblock and communication issues. Acted as a liaison between the team & the enterprise digital & agile transformation efforts as well as IT & innovation leadership.

University of Minnesota - Information Management Systems, Post-Graduate Certification

University of Wisconsin-Madison - B.S. Education

Summary:

Intuit trained Innovation Catalyst & design thinking facilitator

Scrum Project Management, ICAgile Professional Certification, 89-1835-e6b66094-ebf9-4ae2-8bc7-403630027af8

Service Design Immersive, Cooper, Credential: 13822987

Institute for the Future, Practitioner Certification; expected September, 2022

Highly proficient in most prototyping, user research, content management, & enterprise collaboration tools including:

Adobe Creative Suite (Photoshop/Illustrator/XD/Acrobat)

Sharepoint 2010/2013

Confluence

Balsamiq

UserZoom.com

Sketch

Details

Professional Certifications

Scrum Project Management, ICAgile Professional Certification

Innovation Catalyst/Design Thinking Facilitation, Intuit Certified, Level 3

Service Design Immersive, Cooper

Prototyping

Balsamiq

Adobe Creative Cloud/Suite (Photoshop/ Illustrator/XD)

CSS/HTML

Sketch

InVision

Usability Research

UserZoom

Zoom

Remote Design Facilitation

Trello

Mural

Miro

Slack

Analytics

Adobe Analytics (SiteCatalyst)

Google Analytics

Foundational

MS Office Suite

Office 365

Google apps

Content Management & Publishing Platforms

Sharepoint 2010, 2013

Wordpress

Squarespace

Shopify

Content & E-learning Development

Captivate

Camtasia

SnagIt

Jing

Web Marketing

Infusionsoft

Unbounce

Survey Monkey

Mailchimp

Woofoo

Enterprise Collaboration

Slack

MS Office 365/ Sharepoint

Yammer

Wiki

Confluence

Child & Family Resources, Member, Board of Directors, 2012-2016 (view coaching the staff slide show)

Creative Startups, Guest Faculty

Google Start-up Weekend: Tucson, Winner of 2013 Lean Start-up competition (view Start-up Weekend slide show)

Start-up Tucson, Volunteer, 2013- present

Global Service Design Network, Member since 2017

Home renovation, animal adoption promotion, landscaping