Financial Services Work
My career has allowed me to serve some of the largest financial institutions in the country. My work involved research, strategy, planning/prioritization, and design for employees and customers alike.
Understanding the Broker-Dealer Experience to Improve a Trading Platform
Conducted extensive ethnographic research with over a dozen independent broker-dealers for the country's largest private trading platform in the country. Consolidated the results into recommendations for trading platform improvements to simplify and accelerate their work and reduce potential errors. Presented the approach at a professional conference.
Usability Testing and Design Advice for a Customer-facing Investment Management Platform
Conducted usability testing to determine key areas of opportunity to improve end-user experience. Analyzed results and produced business requirements and sample prototype to illustrate new workflows and design elements.
Redesigning the Service Model for the IRS Taxpayer Advisory Service
Lead consultant on the Taxpayer Advocate Service service design and digital strategy effort following an internal rebrand effort. Involved a significant number of internal and external interviews, process redesign, service design including experience standards capture and prioritization, and crafting a fully functional prototype of a complementary digital experience to match the new processes and services.
Financial Literacy Strategy, Feature Prioritization and Prototype
A major financial institution wanted to better support young users in the effort to develop financial literacy. Conducted research with young people just beginning their banking relationships in order to develop recommended strategy, feature roadmap and prioritization and functional prototype to illustrate the experience.