Current Role
Manager, Digital UX Designer at Aetna
I design, document, and test complex and heavily regulated voice and text consumer facing digital products in a fast paced environment. I advocate for non-linear processes to achieve innovation focusing on users and the product experience.
Professional Interests: Generative AI, Cognitive Science, Linguistics, Scalable Design, User-Centered Design, Inclusive Design, Modular Design
Past Experience
Get to know me…
Why conversational AI?
In a digital era where every interaction counts, I believe in breaking down barriers between humans and machines. By designing chatbots and voicebots that understand, empathize, and assist, I hope to make technology more accessible, personal, and delightfully human.
What’s my design approach?
It’s all about empathy, iteration, and storytelling. I dive deep into the user’s world, to uncover insights that drive meaningful conversations. With a canvas of words, research and dialog flows, I aim to create experiences that resonate and engage.
Tools of the Trade
From sketching out wireframes on digital canvases to prototyping flows that empower users to self-serve, my toolkit is ever-evolving. I’ve used Figma, Lucidchart, Miro, Draw.io, Invision, Axure, Sketch, Adobe Illustrator and Photoshop to design.
Beyond the Screen…
When I’m not busy designing the next generation of conversational experiences, you’ll find me spending time outdoors. It’s in these moments of disconnection that I find the greatest inspiration and recharge my creative batteries.
My Design Process isn’t linear but these are some general steps I take when designing:
1
Understand business needs
Gather or refine the requirements for the use-case. Advocate for users whenever possible. Meet with stakeholders to understand their mental models.
2
Understand user needs
Research the user by listening to calls, conducting interviews and reading call transcriptions to understand motivations and challenges. Sources: Reddit, interviews, surveys. Develop user personas and use design methods to immerse myself in context.
3
Define the problem
Reframe the initial problem. Study trends within the company and trends within the industry I’m designing for. Ultimately narrowing focus on high value opportunities for innovation.
4
Meet with SMEs
Facilitate brainstorming sessions and semi-structured interviews with subject matter experts. Frame insights and identify patterns to inform design decisions.
5
Write dialog
Iterate. Iterate. Iterate. Test dialogue with users. Submit dialog for review to necessary governance and internal stakeholder, accessibility, legal and privacy groups.
6
Create dialog flow
Collaborate with technical business analysts and engineers to understand documentation needs and create unambiguous dialog flows to document the desired UX.
Hi!
