Resume

Experience

Senior User Researcher

Blue Tiger (October 2022 - Present)

At the Department of Veterans Affairs, I'm leading research to make it easier for Veterans to receive meaningful answers to their questions.

Before that, I led research related to identity and access management at the Department of Veterans Affairs, making it simpler and more secure for Veterans to sign in and access their benefits and healthcare. As a design lead and Key Personnel on this contract, I also mentored a content strategist, designer and researcher to deliver valuable design work, while also facilitating critical cross-team collaboration with other identity teams and designers at the VA.

User Researcher

The Royal National Institute for Deaf People (February 2021 - June 2022)

As the first permanent user researcher at the Royal National Institute for Deaf People, I focused on embedding user research practice across the organization and its strategies. Beyond proposing, prioritizing and doing research to support the design and delivery of all our products and services, I developed tools and processes to share insights across and outside the organisation and trained colleagues to lead research with confidence. I also learned how to do accessible research with deaf people who use British Sign Language.

User Researcher

With You (August 2020 - February 2021)

At With You, a drug, alcohol and mental health support charity, I planned and delivered regular user research activities to inform decisions about priorities, usability of tools and service offerings. In particular, I led research on a new organisational priority, where I worked with service users, frontline staff and clinical experts to understand peoples’ needs when accessing needle and syringe services or harm reduction advice whilst injecting drugs. I developed trauma-informed research skills in this role.

Service Designer

Design Against Crime Research Centre (August 2019 - July 2020)

I led the service design and research for a client project to lower theft at automated tills in supermarkets. We shaped an approach where we could work closely with users and staff who deliver the service to focus on improving the customer experience and journeys throughout checkout in order to reduce frustration and common theft. Contextual inquiries and group workshops helped us gather data which we translated into concepts ready to test. I managed two interns as well as client relationships and delivery.

Design Research Intern

STBY (August 2019 - January 2020)

I supported a team of ethnographers & design researchers through client projects for various international organisations, including Spotify, Google, and What Design Can Do. I focused on contributing desk research and designing materials to facilitate workshops with users. I assisted with documentation and analysis, helping to draw out key findings and deliver actionable insights for handover to our clients.

Education

Master of Industrial Design

University of the Arts London, Central Saint Martins (September 2017 - July 2019)

Bachelor of Science in Economics and International Development

Tulane University (August 2012 - May 2016)