Macy's Technology — March 2010
Did all writing, editing and graphic design for the Word/PDF document versions of the guide.
Immigration Service Interviews
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Problem
Letter generation workflows were error-prone and time-consuming due to aging UX (formatting, lists, preview, validation).
What I Did
Ran/synthesized 12 interviews across roles and locations | Built a consolidated issue map (formatting, validation, lists, preview) and tied it to user impact | Delivered modernization direction: overhaul lists, improve WYSIWYG/PDF preview, and tighten messaging/validation
Impact
Turned scattered frustration into a prioritized roadmap | Reduced ambiguity around root causes (formatting + preview + list management) | Created a shared language for stakeholders and implementers
Lessons
In document-generation UX, preview + list integrity are non-negotiable.
User interview summary of the Notice to Appear process. Interviewed operators to identify what breaks letter generation and what to fix first.
Related Projects
SunTrust Bank — September 2001
As part of the SunTrust.com site overhaul, wrote an FAQ document for support staff to assist users visiting the new "My Solutions" portal.
Macy's Technology — September 2016
Wireframes depicting various scenarios for a redesigned portal navigation scheme, especially a new mega-menu, in conjunction with the SharePoint 2013 upgrade.