Selected design work
I connect content, interaction design, and AI delivery to help people navigate complex tasks—and help multidisciplinary teams design the experience together.
Featured work · West Virginia Secretary of State
During an early IBM pilot, I led conversation design for the LLC-registration experience that preceded the public launch of SOLO, West Virginia’s business-services virtual assistant.
The service problem
The manual process of starting an LLC consumed staff capacity and made registration harder for people the state wanted to encourage to start businesses.
Our focus was the full conversation journey for people ready to register an LLC, with automated forms presented at the appropriate moment in the conversation.
The design work
The pilot brought conversation flows, registration forms, technical implementation, and iterative sponsor testing into the same design effort.
We designed the complete conversation flow around the needs of people ready to register an LLC, keeping the registration task central to the experience.
Automated forms appeared at the relevant point in the conversation, connecting the guidance to the action the person was ready to take.
Internal sponsor users tested the experience iteratively. Their testing exposed fragmented links, unnecessary clicks, drop-offs, and issues that led to additional phone calls.
Leadership in practice
For the pilot, I led a cross-functional team of data scientists, developers, content owners, UX designers, and platform engineers.
My role combined hands-on conversation design, collaboration with AI engineers, and paired working sessions to help the licensing team learn conversation design and platform setup.
Lead the pilot work across content, UX, data science, development, and platform engineering.
Train the licensing team through paired working sessions in conversation design and AI-platform setup.
Help present the pilot to the West Virginia Secretary of State, connecting the experience to the office’s business-registration goals.
From pilot to public service
Following our presentation, the Secretary of State was enthusiastic about naming the chatbot and promoting its launch.
SOLO—Single Online Location—launched publicly in April 2023. Its launch announcement credited collaboration between the Secretary of State’s Business & Licensing Division, Technology Division, and IBM.
The continuing service later received the 2025 IACA Merit Award. The state’s June 2025 announcement reported that SOLO was assisting more than 600 users each month.
Design leadership across contexts
My experience spans public services, financial institutions, insurance, healthcare, and enterprise AI—from research and content governance to prototypes and delivery.
Client Engineering & Design Leadership
March 2021 – April 2025
Led cross-functional client work and contributed to recruiting, hiring, and design-practice development. Participated in the Americas Design Leaders group. As a founding advisory designer in the Hybrid Cloud Architecture Center, built content workflows across global teams and facilitated design-thinking workshops to align priorities and annual strategies.
Product Design Lead
September 2020 – March 2021
Led UX strategy and product design for enterprise tools serving financial institutions and higher education. Combined research, usability testing, analytics, and high-fidelity prototypes; developed scalable design systems and partnered with product, engineering, and QA through agile delivery.
Senior Product Designer
August 2019 – September 2020
Designed insurance experiences for Adjustify and Agenzee, including remote property inspections, real-time video, automated data capture, and compliance workflows. Translated state-specific requirements into scorecards and visualizations, using targeted usability testing to refine interactions.
Lead UX Content Strategist
October 2014 – March 2017
Led discovery and content strategy with UX designers, product managers, developers, and clients. Created editorial strategies, style guides, and governance; facilitated content workshops and shaped information architecture and migration plans.