Human-Centered Design + Research
Service Designer | Government + Public Service Sector
The following are three notable projects I led during my time at Deloitte. Due to the sensitive nature of government consulting, specific project details are subject to strict confidentiality. As a result, certain information has been intentionally omitted.
Peer Support
Client: Health & Human Services
Audience: Peer support groups
Role: Strategic Planning Lead - client management, project planning, survey design, and collection
The Goal
Enhance access to services and improve outcomes for individuals and families by strengthening peer-led navigation, emotional support, and knowledge sharing across programs.
The Overview
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Worked directly with the Immediate Office of the Assistant Secretary (IOAS) director to navigate peer support and language access efforts across multiple government offices.
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Engaged and supported leaders across various sub-groups to identify and understand key opportunity areas.
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These efforts were designed to expand access and overall impact by enhancing peer support and navigation activities, addressing policy gaps, and exploring opportunities for program improvement.
The Context
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Peer support leaders requested assistance in improving peer support services. They sought to gain a deeper understanding of how to strengthen and sustain these services by gathering insights from program providers, administrators, and peer support workers.
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Previous data call responses were synthesized to gain a base understanding of the current peer support efforts across 10 various offices within the government organization. Synthesized insights were shared with the client to align on next steps.
The Survey Design
Client workshops were conducted to align on goals, audience, communication channels, and target quotas. Once a clear vision was approved by the client, the survey and communication plan were refined, internally tested, and then disseminated using Qualtrics.
The Survey Outcomes
The clients' goal of 200 responses was surpassed by a total of 800+ responses from program providers, administrators, and peer support workers. Due to the high response rate, the scope was adjusted to allow for a high-level synthesis with a general focus on: current services offered, needs/gaps, and opportunities.
