Welcome!
I am a creative, user-focused designer with over 10 years of experience in conversation design and user interactions.
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I use a collaborative and iterative design practice to create intuitive, helpful experiences that make users' lives easier (and hopefully even a little more fun).
Get in Touch
‪(253) 642-7786‬
Conversation Design History
August 2023 - Present
Senior UX/UI Designer
(Mr. Cooper)
Sole designer for the inbound servicing IVR, which handles around 20M calls a year for mortgage and loan services. Currently partnering with designers from Rocket Mortgage for integration after Rocket acquired Mr. Cooper. Previously oversaw redesign for platform migration, including completely redesigning redesign of the customer authentication experience and major updates to the payment experience. Cut call looping by roughly 20% by improving “agent” utterance handling.
October 2015 - November 2022
Conversation Designer (Amazon)
Designed interactions for the Alexa voice assistant, including projects for Fire TV, Alexa Entertainment, Alexa Communication, and Design and Device Services. Worked on interaction patterns for the first Echo Show, Amazon Astro, and more. Informally mentored junior designers and colleagues switching focus to voice design. Planned, facilitated, and participated in multiple design sprints.
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US Patent US10271093B1 - Systems and methods for routing content to an associated output device
July 2011-September 2015
Voice UI Designer
(West Interactive)
Worked on designing, updating, and maintaining IVRs for various clients in an array of fields including cable and telecommunication companies, banking institutions, health insurance companies, airlines and travel coordinators, and more. Redesigned a Fortune 500 cable company's IVR to utilize Natural Language Understanding. Conducted research including user interviews, WOZ testing, and writing surveys. Mentored junior designers. Updated design tools to better meet the team's needs.