Project Overview:
- Lead Design Researcher for the City of San Francisco Human Services Agency.
- Developed surveys based on higher-level internal training methodology with an emphasis on resolving first-contact.
- Strengthened the internal capacity of project teams using testing, prototyping, and iteration of services.
- Developed surveys based on higher-level internal training methodology with an emphasis on resolving first-contact.
- Strengthened the internal capacity of project teams using testing, prototyping, and iteration of services.
*Information Omitted Due to Confidentiality
Project 1: Transforming Engagement through User-Centered Design
Description:
In this project, I spearheaded a transformative collaboration with federal government stakeholders and healthcare systems. Our mission was to elevate user engagement and satisfaction levels through the implementation of user-centered design principles.
Key Achievements:
18% Surge in Engagement: By conducting in-depth user research and leveraging insights to inform design decisions, we achieved a remarkable 18% surge in overall engagement. This accomplishment underscored the importance of empathizing with our users and crafting experiences tailored to their needs.
User-Centered Design: We placed users at the heart of our design process, ensuring that every decision was rooted in their preferences and pain points. This approach fostered a sense of ownership among users and led to greater satisfaction with our digital offerings.
Project 2: Revolutionizing Client Satisfaction with Innovative Surveys
Description:
In this project, I introduced innovative training techniques to design comprehensive surveys with a primary focus on improving first contact resolution (FCR). Our goal was to enhance client satisfaction by addressing issues proactively.
Key Achievements:
13% Boost in Client Satisfaction: Through the implementation of user-centered surveys, we achieved a remarkable 13% boost in client satisfaction. Clients felt heard and valued as we prioritized their feedback to drive meaningful improvements.
Proactive Issue Resolution: Our surveys were designed to identify pain points and potential issues at the earliest stages of user interaction. This approach not only increased satisfaction but also reduced service escalations and resolution times.
Project 3: Optimizing Service Development with Usability Testing
Description:
In this project, I spearheaded the implementation of cutting-edge strategies, including usability testing and prototyping, to streamline service development and improve the user experience.
Key Achievements:
20% Reduction in User Experience Steps: Through rigorous usability testing and iterative prototyping, we achieved a significant 20% reduction in user experience steps. This made our services more efficient and user-friendly.
Iterative Improvement: Our commitment to an iterative design approach allowed us to continuously gather user feedback and refine our service offerings. This not only optimized the user experience but also ensured that our solutions remained aligned with evolving user needs.
Conclusion:
These projects reflect my unwavering commitment to user-centered design principles and best practices in UX research. By collaborating with stakeholders, harnessing innovative techniques, and prioritizing user feedback, I have consistently delivered exceptional results in government and healthcare settings. I invite you to explore the case studies and outcomes in this portfolio to witness the tangible impact of user-centered design on engagement, satisfaction, and service development. As I continue my journey in the field of UX research and design, I am eager to tackle new challenges and contribute to the creation of digital experiences that truly resonate with users.
