CX/EX Service Design — DOL VETS
Role & scope: Lead 7 workstreams; $11.2M budget; 52 state/territory agencies.
Problem: Fragmented services limited veteran access to training and reintegration.
Actions: Rapid discovery; customer journey & service blueprinting; prototyping; governance/risk cadence.
Impact: 4 high-impact improvements; services touching 15,000+ veterans annually; on-time, on-budget delivery.

Software/PMO Application — Federal Agency
Role & scope: Led a multidisciplinary squad to design and launch a new PMO application (Beta) using Agile + HCD.
Problem: Outdated tools hindered program delivery, visibility, and collaboration.
Actions: User research; use cases & requirements; iterative wireframes; hands-on workshops; focus on usability and accessibility.
Impact: Beta enabled PMs to plan/track/manage projects more efficiently, improving resource allocation and stakeholder collaboration.

Building Organizational Innovation Capacity — Rios Partners
Role & scope: Internal capability lead; created HCD training; co-authored playbooks/toolkits; ran recurring workshops.
Problem: Needed to standardize and scale HCD practices across teams and clients.
Actions: Needs research; tailored modules; 1-day trainings (bi-monthly → quarterly); feedback loops; company-wide playbooks/toolkits.
Impact: Greater adoption of HCD; improved client satisfaction/retention; increased innovation-driven revenue.

Product Strategy & Design — Timberland Abington
Role & scope: Design lead/creative director for the Abington Collection with global GTM.
Problem: Reinvigorate Timberland’s heritage to meet demand for enduring quality and heighten the brand within the youth market.
Actions: Blend heritage craftsmanship with modern materials (Horween, Vibram); define range architecture; partner with Colette, ALIFE, Saks, Chapter; secure editorial coverage.
Impact: Sales scaled from ~5,000 pairs (2005) to ~25,000 (2012); elevated brand equity in pinnacle street/luxury channels.

Organizational Design Initiative — Federal Medical & Scientific Research Agency
Role & scope: Org-design lead partnering with agency leadership on structure and change plan.
Problem: 55% growth in scope/budget (to $1.8B R&D) without structural evolution; resistance slowed decisions.
Actions: Current-state assessment & peer benchmarks; design principles; operating model, roles, decision rights; comms & change plan; OKRs.
Impact: 40% fewer director direct reports; new 6-unit leadership structure; improved agility, alignment, and accountability across the R&D portfolio.

Supply Chain Transformation — VHA (P&LO)
Role & scope: Strategy lead with Procurement & Logistics; research and scenario design across 173 facilities.
Problem: COVID-19 shocks exposed JIT fragility; required a Just-in-Case model aligned to Regional Readiness Centers.
Actions: Quant/qual research; PPE demand scenarios; warehouse/inventory/staffing strategies; stakeholder co-design.
Impact: Strengthened resilience and updated resiliency plan; improved crisis readiness; advanced supply-chain modernization.

Business Model Innovation — Parkinson Canada
Role & scope: Co-facilitator of a 2-day strategy workshop with board, staff, and people with Parkinson.
Problem: Shifting stakeholder expectations and revenue models threatened service and research-grant sustainability.
Actions: Co-designed context maps, journeys, and business-model options; evaluated against metrics; built roadmaps for testing/validation.
Impact: Shared long-term vision; prioritized business-model options; clear pilot and validation roadmap.

Integrated Care Roadmap — Children with Medical Complexity (CMC)
Role & scope: Co-author/lead designer with University at Buffalo; LPFCH-funded white paper (published Nov 29, 2018).
Problem: Fragmented, inefficient care for CMC (~1% of pediatric population driving >25% of costs) with high hospitalization rates.
Actions: Discover-Define-Design-Deliver; literature review, interviews, workshops; HCD roadmap for cross-sector coordination and data sharing.
Impact: Practical frameworks to improve coordination and outcomes and reduce family stress; dissemination via LPFCH publication.