* This is an NDA-protected project, so this page just shares some project highlights.
As part of the Informed XP customer experience initiative, I worked with a stellar, multidisciplinary team to improve service delivery for both internal and external customers at the National Science Foundation. Rigorous qualitative and quantitative research provided the foundations for creating interactive, innovative, and effective customer experience tools for both leadership and service providers.
I worked a variety of roles throughout the course of this project. I excel at and enjoy jumping between the strategic big picture and the minute details, so this project has been particulary rewarding.
Used design thinking to develop, test, and implement user-centric solutions; engaged stakeholders throughout the process with cadenced meeting updates, collaborative working sessions, and polished presentations
Conducted user, business, and competitor research; wrote protocols and facilitated primary qualitative and quantitative research activities, including interviews, oberservations, system walkthroughs, questionnaires, card sorts, and tree testing
Developed and iterated on user typologies, journey maps, and service profiles and scorecards, which included data dashboards and data visualizations; translated complex policy and guidelines into interactive guides and worksheets
Drafted, edited, and polished content for deliverables, including journey maps, profiles and scorecards, worksheets, guides, and presentations
On this project I worked regularly in Figma, Lucid, Airtable, SurveyMonkey, Optimal, SharePoint, and the Microsoft Suite (esp. Forms, Lists, and SharePoint).