18F: Improving the user experience of government

I worked as a UX researcher, designer, and product design supervisor for 18F, an office of the Technology Transformation Services (TTS) within the General Services Administration (GSA) from 2018–2025.

Experience

• Led UX research and design workstreams for 8 digital consulting projects with federal agencies: I paired with product managers, engineers, and government stakeholders on agile teams building modern, human-centered IT products, platforms, and services to better serve the American public.

• Oversaw design delivery for 15+ digital initiatives with federal and state agencies: I coached 3-8 individual contributors (senior product and UX designers) on design research, strategic and technical design decisions, and stakeholder management. I provided regular feedback, performance evaluation, and career mentorship.

• Optimized operational practices: I drove organizational alignment by facilitating regular leadership meetings between ~15 frontline supervisors and upper management. I reduced administrative overhead by establishing repeatable processes to streamline annual performance reviews and pulse surveys. In my capacity as a supervisor, I led cross-functional team of 15 designers, engineers and product managers to support organizational needs between billable projects.

• Built healthy teams: I facilitated 18F design team meetings to strengthen design practices for 30+ designers. I co-led weekly product design team meetings to strengthen community, provide design critique, and build skills. I advocated for equitable and inclusive hiring, growth, and team practices as a DEI rep.

• Strengthened human-centered design practices in government: I strove to model best practices and coached public servants in design research and strategy. I co-authored the Research section of the 18F UX Guide and led research, strategy, and maintenance for the 18F Methods.

Select case studies

Leading research and design for the National Accuracy Clearinghouse, a new interstate data matching system for the USDA Food & Nutrition Service

• Created a user-centered design strategy to improve customer experience and ensure SNAP benefits are delivered equitably

• Identified user needs and constraints for the system through research and participatory design workshops with SNAP case workers and program staff in 15 states

• Created storyboards and visualized workflows to build alignment, supporting the definition of both technical and legal requirements for the system; developed initial UI prototypes

• Recruited and coordinated collaboration with 10 state pilot partners adopting the system

• Transferred thoroughly documented design and research artifacts to vendor to complete build and launch of the system nationwide

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Securing the longevity of a 10x project focused on data federation by redesigning a government-wide data resource hub

• Led a lean team of engineering, content, and strategy expertise to successfully secure funding for the final phase of the U.S. Data Federation through the 10x program

• Redesigned resources.data.gov to support the Federal Data Strategy and foster adoption of open data practices across the Federal Government

• Conducted research with data managers, Chief Data Officers, and data specialists across federal agencies to develop a user-centered information architecture and intuitive user flows

• Leveraged the U.S. Web Design System and a user-friendly content management system to support continued site maintenance

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