I help organizations understand how people actually experience their services—and what to do about it.
I do this through qualitative, mixed-methods research grounded in real-world systems—partnering directly with customers, users, and operational stakeholders to understand how things actually function in practice.
Over 15+ years, I’ve worked across complex organizations to uncover customer pain points, align teams around what matters, and shape services that better meet people’s needs.
My work has improved call center experiences for people navigating public health insurance, designed service strategies for families with medically complex children, increased patient satisfaction and reduced staff burnout at community health centers, and informed nationwide programming supporting veterans’ families.
I hold a Master's degree in Human-Centered Design from Art Center College of Design, a Bachelor's degree from Vassar College, and I'm a certified coach.
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