Human-Centered Design + Research
Service Designer | Government + Public Service Sector
Below are three key projects I have recently led during my time at Deloitte.
Please note: due to the sensitive nature of government consulting, specific project details are subject to strict confidentiality. As a result, certain pieces of information have been intentionally omitted.
Client: Higher-Ed Coordinating Board
Audience: K-12, adult learners, and transfer students
Role: Service Design Lead - discovery research, user testing, client collaboration
Goal: Help 60% of adults in Texas, ages 25–64, earn a degree, certificate, or other valuable post-secondary credential by 2030.
Outcome: My Texas Future has grown into an ecosystem—including MapMyPath and MapMyGrad—designed to help students and adult learners pursue credentials such as certificates, which saw an 11.2% increase in completions in 2023–24 alone.
Client: Health & Human Services
Audience: Peer support groups
Role: Strategic Planning Lead - client management, project planning, and survey design
Goal: Understand how to enhance access to services and improve outcomes for individuals and families by strengthening peer-led navigation, emotional support, and knowledge sharing across programs.
Outcome: The clients' goal of 200 responses was surpassed by a total of 800+ responses from program providers, administrators, and peer support workers.
Client: State Benefits Firm Research
Audience: Paid Family Leave (PFL), Disability Insurance (DI), and Unemployment Insurance (UI) claimants
Role: Service Design Lead - research planning, facilitation, synthesis, and documentation
Goal: Gain a better understanding of the current benefits system, focusing on pain points, needs, and opportunities for future improvements.
Outcome: The collection of insights created a holistic understanding that helped secure a $220M, three-year contract with potential extensions.