I’m a service designer and user researcher with 15+ years of professional experience.

I launched Peoplemade because after several years in-house I realized that teams are frequently time-poor and resource-constrained. They struggle to find the time/people to do the work that helps set them up for success.

It’s my goal to create trust within your organization, by partnering closely with your team to deliver insights and recommendations that prioritize impactful opportunity areas.

Over the course of my career I’ve been lucky to have delivered many high-impact, strategic projects:

• Drove Kraft Heinz's employee knowledge management evolution through a global research initiative (generative, evaluative & product analytics), and multiple co-creation workshops with senior cross-functional stakeholders. Defined governance models, and AI-enabled designs and business processes that balanced employee need with existing systems and technological realities.

• Influenced the vision and strategy of the service offerings at a foundational level, and informed the 2023 company roadmap for a mental health provider. This inspired executive leadership to redevelop the service offerings to align with customer needs and expectations.

• Revolutionized an omnichannel mortgage closing strategy with a meticulously planned and executed multi-phase, mixed-method research program (survey, interviews, moderated evaluative study) spanning over three months.

• Planned and delivered a 3-month employee-focused research program to improve loan origination and CRM experiences at a digital mortgage company that improved employee efficiency by +50%.

• Defined the experience strategy for a medical malpractice insurer (B2B & B2C). Conducted 
employee, customer, and agent in-depth interviews, desk research, and usability studies 
to deliver data-driven personas, and strategic design concepts during a 10-month $1.5 digital transformation program.

• Delivered foundational research that informed the design of a bespoke insurance rating and policy issuance tool for America’s largest medical malpractice carrier.

• Conducted field research and customer interviews for IKEA to inform in-store digital product concepts. Presented findings to IKEA stakeholders and delivered reports and journey maps that identified pain points and opportunity areas in the customer buying journey.

• Influenced AIG’s customer experience strategy across insurance and financial product lines. Conducted qualitative research, which informed the delivery of 5 actionable experience recommendations and future state journey maps.

In my spare time, you’ll find me exploring the parks and restaurants of New York City with my australian shepherd, Nico.