Patient Experience & Product Strategy Director | Founder

I turn clinical chaos into scalable clarity and human-centered growth.

From influencing 65% of a health system’s strategic priorities to building agency CX practices from zero, I lead research-driven teams that design for both the patient and the business model, ensuring the experience and the bottom line are inseparable.

Featured Work

Turning Patient Voices Into Action: Elevating Experiences and NPS at Children’s Wisconsin

  • Children’s Wisconsin was delivering strong clinical care, but the experience surrounding it was fragmented. Families navigating pediatric treatment were overwhelmed. Providers lacked a shared view of emotional and operational friction across the care journey.

    The organization needed more than feedback data. They needed clarity. Where were families struggling. What moments mattered most. And how could care teams align around a human-centered model without adding operational burden.

    I led the CX strategy and journey mapping initiative to uncover systemic gaps, align stakeholders, and translate complex experience data into an actionable care improvement roadmap.

  • Led a cross-functional CX initiative to map the pediatric care journey end-to-end and surface systemic friction.

    Results included:

    • 93% of patients link low empathy to poor care
    • Adoption of a measurable experience roadmap as a key planning input
    • Influencing 65% of the organization's strategic priorities.
    • Executives used journey priorities to inform resourcing decisions

Unified a Fragmented Women's Health Ecosystem into a Single, Trust-First App Experience for Ovia Health by Labcorp

  • Ovia by Labcorp had a 4.8-rated app and over 81K reviews, but behind the strong sentiment was a fragmented ecosystem: three separate apps with disconnected navigation, registration experiences, and content logic. Women moving through different life stages had no clear path forward within the platform.

    Registration drop-off was quietly eroding the user base. The home screen was dense and underperforming. Content was created ad hoc and hard to find. Women's trust in health data privacy was a live concern that existing onboarding did nothing to address.

    I drove the experience strategy across the discovery phase, synthesizing audit findings, competitive benchmarking, and stakeholder insights to deliver a clear vision for what the unified Ovia app needed to become.

  • Led experience strategy for a major app consolidation across four focus areas:

    • Redesigned information architecture shifting from a feature taxonomy to a structure organized around what a woman can do across every stage of her health journey

    • Registration overhaul transforming a trust-eroding form into a conversational, multi-step onboarding that addressed data privacy from the first screen

    • Home screen strategy replacing a cluttered feed with a flexible, insight-driven dashboard built to reduce cognitive load and surface moments that matter

    • Content engagement framework shifting from push-only to a push-and-pull model with feedback loops, so content guides and validates rather than simply informs

    • Experience principles and manifestos adopted as the strategic north star for design sprints ahead

Transformed MSK’s Disease Guides into an intuitive and empathetic cancer education tool, resulting in a 16% lift in visit duration.

Collage of smartphone screens displaying Memorial Sloan Kettering Cancer Center website. The screens show information on breast cancer risk factors, prevention tips, and appointment options. Blue and white website theme with navigation menus and contact options.

  • I led the reimagination of MSK's Cancer Disease Guides, transforming complex content into a more empathetic, accessible, and conversion-driven experience. With over 4M annual visitors but low conversion rates, we created a content strategy guide and template to better align with patient needs that could be used across 84 diseases.

    I ensured the team created an experience that was both clear and emotionally resonant, showcasing my leadership in driving strategic change and optimizing digital impact.

  • Today’s Disease Guides reflect our expertise but nothing more. Visitors need more than a reliable encyclopedia to make a decision about treatment.

    The new experience’s essential elements include:

    • We understand you and your needs

    • We put people first and make authentic connections

    • Our experts know their stuff and explain things in a way you understand

    • We guide you every step of the way

    • We offer care that only a place like MSK can

    Resulting in:

    • Form completion is 70% higher

    • 16% increase in average visit duration following launch

    • 10MM visitors each year, with tailored experience for every single visit

Optimized and advanced Bank of America’s Global HR processes, driving $4.5M in projects and fostering a more inclusive, equitable hiring experience.

Global Human Resources Service Blueprint

  • BofA wanted an evaluation of their talent acquisition process to create more equitable hiring practices for diverse and women talent, all within three months.

    I guided efforts to unite key stakeholders, address gaps, and create an actionable roadmap that aligned everyone on a future state solution.

  • Led cross-functional teams to enhance BofA’s talent acquisition process with an inclusive lens—driving more equitable hiring for diverse and women talent.

    Through collaboration workshops, persona development, and service blueprints, I aligned siloed stakeholders and delivered a two-year roadmap that secured $4.5M in projects for 2024, while laying the foundation for future initiatives.

Ask me about how I…

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Ask me about how I… *

  • I led and aligned cross-functional teams behind a unified CX strategy, driving a 44% lift in digital usage and a 22% boost in digital sales for a major financial brand.

  • Spearheaded research that influenced ways of working and roadmap decisions, bringing a more empathetic lens to women’s health innovation with Ovia and in oncology with MSK.

  • I created repeatable frameworks and strategic pillars to bridge cultural values with corporate success, enabling organizations to scale their inclusive and equitable message.

  • Partnered with the Accessibility Center of Excellence to build accessibility product offerings for existing and new clients as business leads.

  • As the National Lead of AIM (Asians in Motion) BRG, I grew the leads team from 2 to 15 across 5 different regions, Boston, NY, SF, Detroit and Chicago. Tripled the BRG community size to 100 people, and oversaw numerous activations and events to foster personal and professional growth within the Asian community.

My Breadth of Experience

A snapshot of my work, details available upon request. Let’s chat!

  • Institutional Investor

    Streamlined insight, scalable credibility

    I led the unification of three business lines into a single thought leadership hub for institutional investors, aligning senior stakeholders around a shared vision, building consensus across competing priorities, and delivering a scalable framework that streamlined research access, deepened engagement, and elevated BofA’s credibility

  • Scaling BofA’s story across borders

    Transformed Bank of America’s international digital ecosystem from siloed, utility-driven pages into a unified brand experience. By aligning global stakeholders, leading research, and reframing the role of each page, I created a connected ecosystem that tells BofA’s global story, while deepening engagement at an international scale.

  • Agentic AI

    Shaping the Future of Work with AI

    Built two custom Agentic AI tools, one advancing accessibility, the other streamlining operations and inspiring our department. Presented nationally on AI adoption, sharing prompting frameworks and championing responsible use to elevate research, strategy, and impact.

  • Infographic titled 'Why Accessibility Matters Today.' Left side text: "By thinking beyond compliance, we proliferate the impact." Right side includes a segmented chart labeled 'Where to Play' and 'How to Win.' Segments: 'Elevate,' 'Evolve,' 'Execute' describe stages to create new markets, expand audiences, and serve clients. Strategy involves compliance, process improvement, and innovation.

    Accessibility Products

    Collaborating with two others, we co-created five product offerings that embedded accessible thinking into client solutions, driving new business and positioning the agency as a leader in inclusive design.

  • Merrill experience and creative framework

    Women's Initiative across Wealth

    Designed a five-pillar strategy to elevate Merrill’s Women and DEI initiatives, integrating positioning, storytelling, experience, content, and lead generation for long-term impact.

  • Service blueprint and journey map titled "Overall Current Journey" with flowcharts and diagrams showing a step-by-step process. Sections include pre-promotion, promotion, and post-promotion phases, with text and colored boxes indicating different actions and roles.

    B2B2C Strategy and Campaign

    Optimized Napoleon Hearth’s promotional strategy by streamlining dealer processes and crafting high-ROI campaigns that align with the brand.

  • Two computers displaying Microsoft Pulse information. The left monitor shows a black screen with text discussing the evolution of the platform from 2014 to 2017. The right laptop shows a highlight reel feature with a purple background and images of various devices displaying the software interface.

    Optimized App Growth Over 3 Years

    Led UX strategy and UI design for Microsoft Pulse, shaping its evolution over three years through experience strategy, product, and audience research.

  • This image is a diagram illustrating the omnichannel journey for Visit Montana travel. It details various touchpoints divided into stages: Dreaming, Considering, Planning, Purchasing, Experiencing, and Referencing. The diagram includes sections for feelings, needs, and strategy, and outlines different methods such as word of mouth, social media, and web for supporting each stage. The journey is depicted as a linear process showing consumer thoughts and needs at each stage, aiming to enhance the travel planning experience.

    Redefined Tourism Process

    Redefined Montana’s tourism website as both an inspiration and planning tool, by first evaluating the omnichannel opportunities and driving record site engagement, while introducing agile processes for greater efficiency.

  • Marketing document with brand strategy for Aspen, including a positioning statement for outdoor power equipment users. Features a map of North America and brand strategy canvas highlighting cleaner burning fuel benefits, user insights, and company values.

    Rebrand to Lead Clean Energy

    Positioned Aspen Fuel as a U.S. category leader by translating brand strategy from European markets, where health and sustainability led, to American audiences who prioritized engine performance and cost. Highlighted cleaner-burning benefits while educating users on alkylate fuel’s advantages over gas.

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What I’m up to lately:

* I co-founded MAKi Digital Studio with two friends, to help BIPOC-owned small businesses create engaging digital and brand experiences in affordable and accessible ways.

I authored a journal called Held, Not Broken. It is a 30-day reflection journal created for working mothers who carry a lot. It offers a calm, private place to slow down, listen more closely, and reset from burnout without needing to fix, optimize, or reinvent yourself.

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