Resume

Since joining San Francisco's Digital Services team two weeks before the pandemic, I’ve been leading inter-departmental efforts to understand, evaluate, and redesign some of the city’s most important services.

I create service blueprints to align technology, product, and business teams on the most transformative opportunities for improving resident and staff experiences. I create process diagrams to simplify concepts, highlight tradeoffs, and support decision-making. I leverage an understanding of common service patterns to guide our product strategy and roadmap through shifting department and mayoral priorities. I empower departments to leverage human-centered approaches in their work through trainings and templates. I lead cross-departmental workshops to ensure the city understands and works to improve services end-to-end. I conduct qualitative research to identify unmet resident needs and product opportunities for city staff. I use quantitative methods to evaluate the efficacy of pilots and products against our most important metrics.

As the lead, I create and implement the strategy for scaling service design’s impact across the city, and manage one additional service designer. I also facilitate internal efforts to set team strategies around our products, platforms, and engagement models with partners. I recently led the creation of a North Star for our forms product that reshapes our relationship to our partners, and defines near and mid-term priorities that ensure we’ll achieve our goals.