I'm  highlighting four projects; two recent with two of my all time favorites. More projects by company can be found on my Works page, where you can learn more about my process in different company environments.
Bulk email messaging feature enabling communication and engagement with multiple participants within a research orgs participant CMS.
Messaging was previously limited to study-specific communication, forcing researchers to create fake studies or send individual messages outside of study contexts to reach participants. This made it difficult to engage participants, maintain panel health, ensure compliance, and update them on past study outcomes over time.
I led the end-to-end research and design of Bulk Email, a long-requested feature that enabled research teams to communicate with participants beyond individual studies. Through iterative research, design, and testing, I ensured the solution met usability, security, and compliance needs while aligning with broader platform goals.
Beyond solving immediate communication challenges with a lightweight MVP email composer, this project provided a way to test backend ideas for decoupling participants from studies. These learnings helped inform larger strategic discussions on how to better structure relationships between users, studies, and participants—shaping future improvements to the platform’s architecture.
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Empowering research admins and operations managers, this project introduced key metrics to provide actionable insights, optimize workflows, and enhance research efficiency.
I introduced a scalable insights system into a web-based user research platform, helping admins access key metrics like emails sent, incentives paid, studies conducted, and user engagement. This work began as small, strategic enhancements and evolved into a full metrics dashboard initiative.
Mapping the security experience at USAA across 5 channels to uncovered gaps, streamlined processes, fostered cross-team collaboration, and lay the groundwork for enhancing member authentication and access.
USAA’s aggressive MFA rollout led to low adoption, fragmented authentication experiences, and a surge in support calls, exposing critical security and usability gaps across five channels. Without a unified security strategy, authentication processes remained inconsistent, inefficient, and frustrating for both users and internal teams.
I co-led an investigative effort alongside a seasoned experience architect, working with business partners, engineers, stakeholders, and customer support teams. Allowing me to:
This resulted in a comprehensive security blueprint that mapped authentication experiences, highlighted inefficiencies, and aligned teams on a scalable security vision.
The blueprint became a strategic tool that:
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Redesigning USAA’s legacy login experience while introducing Multi-factor streamlined authentication methods and enhanced security experience.
USAA faced rising account takeovers and fraud, making multi-factor authentication (MFA) a critical security measure to protect member accounts. However, the existing authentication system was fragmented and difficult to use, leading to low MFA adoption, security gaps, and increased call center burden.
Following our Security Blueprinting Initiative, which mapped authentication challenges across multiple channels, we prioritized redesigning the web login experience as the first step toward a more secure, scalable, and user-friendly authentication framework.‍
As lead designer for the Identity and Access Management team, I worked closely with security, IT, and stakeholders to design a modernized, user-friendly authentication experience that:
This effort laid the foundation for a scalable, accessible authentication framework across USAA’s platforms. Beyond the immediate security and usability improvements, it strengthened cross-functional collaboration between security and UX, proving that design plays a critical role in business and security strategy.🚀
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Below, you’ll find more snapshots of my work—companies, environments, and projects. Explore each company for more case studies.
User Interviews helps teams quickly connect with customers and users to uncover valuable insights.
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Led design efforts to enhance enterprise admin experiences, refining permissions, access, and role structures for large research teams, enabling them to expand their ability to conduct research projects more efficiently.
Good Sam, Good Sam, a Camping World subsidiary, provides products and services for the RV lifestyle.
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Led UX initiatives across Good Sam’s digital products, while driving design process improvements, stakeholder collaboration, and research integration. I also worked to mature and strengthen the design team and internal design culture.
USAA provides financial and insurance services to military members and their families.
As an Experience Designer, I played a key role in improving member access and digital security experiences for USAA, a financial institution serving the armed forces, veterans, and their families. Optimizing security while maintaining a seamless user experience posed unique challenges, requiring a balance of usability, compliance, and trust.
Spun out of Dell’s Digital Innovation Lab in 2013, Predictive Science was a big data startup helping Fortune 1000 marketers optimize ROI through algorithmic insights.
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As one of two UX/UI designers, I crafted data-driven, user-friendly experiences and collaborated with leadership on marketing and executive-level assets.
‍*Note: Startup no longer exists 🫣
Early in my career, I had the honor of apprenticing as a Product Designer at Funsize, a small but talented mobile product design agency in its early days. Working with some of Austin’s best mobile product designers, I gained hands-on experience in mobile product design while also getting exposure to  business operations in a startup environment. Grateful to the Funsize team for giving me my first break in design.
*I still have some artifacts from those early days. I was able to be a part of some pretty interesting projects. If you are interested in hearing about them, hit me up and lets chat.
The last nine years of my military service, I served on the battalion staff of the 607th Military Police Battalion. Throughout this period, I gained exposure to and became proficient in the Army Design Methodology (ADM) and the Military Decision Making Process (MDMP). These processes, rooted in design thinking, aimed to assist battlefield leaders in collectively crafting solutions through a blend of critical and creative thinking.
Military Design Thinking