ICF

Senior UX Designer • June 2024 - Present

I’m a Senior UX Designer at ICF, where I design user-centered digital solutions for complex, high-impact government systems. My work spans federal clients including the U.S. Department of State and the Centers for Medicare & Medicaid Services (CMS), supporting mission-critical platforms used by millions of people.

Note: Due to the sensitive nature of federal work, many project details, artifacts, and outcomes cannot be shared publicly. The case studies I’ve chosen to present have been carefully curated and anonymized to respect security, privacy, and contractual obligations. Where necessary, specifics related to data, personally identifiable information (PII), system architecture, and internal processes have been abstracted or omitted.

Project highlights below showcase my design approach; including research-driven decision-making, close collaboration with multidisciplinary teams, accessibility and compliance within regulated environments, and the ability to translate complex policy and operational requirements into clear, usable experiences. Together, they reflect not only what I designed, but how I work within the realities of government digital services and civic technology.

Project Highlights

My Role at ICF (Department of State)

• Lead end-to-end user experience design and strategy for the Department of State’s Voice of the Customer (VoC) program, delivering actionable insights through 20+ Tableau dashboards for federal stakeholders within the Passports organization.

• Architected a scalable design system to unify visual standards and interaction patterns across all dashboards, improving usability and 508-compliant accessibility for 100+ government stakeholders and 4,000+ viewers.

• Partnered closely with user researchers, data scientists, BI developers, and federal stakeholders to translate complex datasets and customer, as well as employee, feedback into clear, actionable visual insights that drove passport service design improvement decisions.

• Co-created a data-sensitive service design solution leveraging AI to classify and visualize customer sentiment for federal stakeholders, including an interactive dashboard that enabled dynamic exploration of key themes and verbatim qualitative feedback to inform strategic, data-driven service design decisions.

• Lead strategic UX research initiatives to uncover unmet user needs and insights that inform service design improvements—enhancing dashboard usability, visual clarity, and data workflows—while actively collaborating with federal stakeholders to better understand their challenges and organizational goals.

Notable Accomplishments

• Nominated for ICF’s “Rookie of the Year” Award in 2024 and 2025

• Winner of the “Teamwork in Action” Award in 2025, highlighting the U.S. Department of State Consular Affairs Data Analytics team for our incredible efforts creating foundational processes for the Voice of the Customer (VoC) program.