Designing the experience of a first-of-its-kind public long-term care benefit.
Role · Executive Director, UX @ The Holding Co.
Work · Research, Service Design, Experience Strategy, UX Design
I worked with the State of Washington to lead the end-to-end experience design of WA Cares Fund, the nation’s first public long-term care insurance benefit.
We began with an Experience Blueprint and end-to-end journey map, grounded in user insights, to translate complex policy and program requirements into an experience Washingtonians could understand and use. Both considered the people using the benefit as well as the people and systems responsible for delivering it.
I led a small design team while remaining hands-on, conducting research and designing core experiences across the public and logged-in sites and the touchpoints in between. As the logged-in experience was built, we tested and refined the work through accessibility and QA testing.
I also led work exploring how the experience could evolve, including how significant policy changes like No Wrong Door and Portability could be integrated into the service.
The public site launched in 2023, followed by the logged-in experience in 2026, when WA Cares began providing benefits to Washingtonians.
Looking beyond reservations to find new opportunities for OpenTable.
Role · Senior Design Director (Head of Design)
Work · Research, Service Design, Experience Strategy, UX Design
As Head of Design at OpenTable, I led a 30+ cross-disciplinary team spanning UX, research, brand, and copywriting while remaining hands-on in research and strategy. I conducted interviews with restaurant owners and operators who didn’t take reservations or rely on them as a significant part of their business, helping us understand a part of the market OpenTable hadn’t traditionally focused on.
We also interviewed diners, using journey map cards I developed to explore their experiences and needs at different points in the dining journey. I brought insights from both sides of the marketplace into working sessions with cross-disciplinary leadership to identify opportunities for growing the restaurant business and creating new reasons for diners to engage with OpenTable.
The work helped product leadership define new tiered pricing models designed to appeal to a broader range of restaurants, while also informing new diner offerings.
The next generation experience at Disney World, and beyond.
Role · Creative Director @ frog design
Work · Research, Service Design, Experience Strategy, UX Design
While at frog, I was part of the leadership team overseeing a multi-year engagement with Disney to reimagine the guest experience before, during, and after a trip to Disney World. I provided creative oversight across projects running in parallel, led teams and client relationships, and helped maintain continuity across the experience model and visual design.
My work ranged from research with families and in-park observations to leading the design of new FastPass and dining reservation experiences. I worked closely with teams to translate Disney’s complex ride-booking algorithms into an experience guests could understand and use, and led strategy projects exploring how the MagicBand and other services could streamline the guest experience beyond the parks.
I also led projects defining the experience language and public-facing identity for My Disney Experience, considering how it would work across the core tools, individual parks, and the lands within them.