ProfessionalDocs
SunTrust Bank · Docs
Call Center Script
As part of the SunTrust.com site overhaul, wrote an FAQ document for support staff to assist users visiting the new "My Solutions" portal.
Excella LLC for USCIS · Docs · Research
Immigration Service Interviews
User interview summary of the Notice to Appear process. Interviewed operators to identify what breaks letter generation and what to fix first.
User interview summary of the Notice to Appear process. Interviewed operators to identify what breaks letter generation and what to fix first.
Letter generation workflows were error-prone and time-consuming due to aging UX (formatting, lists, preview, validation).
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
Turned scattered frustration into a prioritized roadmap | Reduced ambiguity around root causes (formatting + preview + list management) | Created a shared language for stakeholders and implementers
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.
More Work
Related Projects
ProfessionalApps
Macy's Technology · Apps · Docs
Portal Mega-Menu Wireframes (SP2013)
Wireframes depicting various scenarios for a redesigned portal navigation scheme, especially a new mega-menu, in conjunction with the SharePoint 2013 upgrade.
ProfessionalDocs
Macy's Technology · Docs · Research
Portal Usability Survey (2010)
A comprehensive survey of 1,687 portal users to determine overall usability metrics.