Research and design
1 / Login.gov identity verification
Helping people securely verify their identity to access benefits and services online
Methods
Usability testing
Prototyping
Visual design
Design systems
Design studios
Service blueprinting
Secondary research
Quantitative analysis
The problem
Identity verification – proving that you are who you say you are – is a critical step to access government services, but getting access to the right people online is an enormous challenge. Government agencies need an accessible path for people to add their ID and personal information online, while also providing strong mechanisms to prevent fraud and identity theft.
My role
I lead research and design for Login.gov’s remote identity proofing service (document authentication). Recent features include development of passport verification to reach 15M+ potential new users, and 1:1 facial matching to prevent fraud for agency partners.
As an SME on digital identity, I translate complex policy into practical product solutions. I also led a research initiative to identify solutions to barriers that users face, and conduct discovery on population groups who are lacking identification, lacking a Social Security number, lacking credit history or are unbanked, and live in U.S. territories.
2 / Developer guide redesign
Resources for government agencies to integrate single sign-on
Website
developers.login.gov
Year
2023
Methods
Contextual inquiry
Service design mapping
Survey design
Content strategy
Information architecture
Product prioritization
Visual design
Prototyping
Design systems
The problem
Login.gov’s Developer Guide is a public website for 50+ federal and state government agency partners – and any potential agency partners – to learn how to integrate and launch Login.gov on their site or application. To address agency partners’ most common questions, we redesigned the guide to be robust, accessible, and self-service and support the rapid scaling of the program.
My role
I spent six months as the UX Lead on the Partnerships Engineering team at Login.gov, leading UX strategy for the Developer Guide and conducting all research and visual design. I collaborated with a technical writer to conduct a full content review and make revisions.
My role on this project branched into product delivery strategy. Based on our research findings, I led the team in prioritizing iterative releases of high-impact, low-effort design and content improvements.
3 / In-person proofing
Allowing Login.gov users to verify their identity at a Post Office
Methods
Design studios
Service blueprinting
Journey mapping
Usability testing
Prototyping
Visual design
Design systems
The problem
Login.gov users need to take photos of their ID to verify that they are who they say they are. Some users struggle to take photos of their ID and themselves, or are uncomfortable adding photos online. In-person proofing is an alternative pathway to verify at one of 18,000 participating Post Offices instead. With this option, 21% of users who would have otherwise failed proofing online were able to verify their identity in person.
My role
I led UX strategy for Login.gov’s supervised identity verification initiatives, including both in-person proofing and remote (video) proofing. I designed the initial pilot prototype for in-person proofing, and trained a cross-functional team for development and launch.
4 / Norton Testmaker
Designing an easy-to-use, customizable and secure assignment builder
Methods
Design sprint
Journey mapping
Usability testing
Prototyping
Visual design
Design systems
The problem
College and high school textbooks are accompanied by test banks — hundreds of questions that instructors use to create quizzes and tests for their courses. Instructors need a secure online platform to protect the integrity of these questions and prevent cheating. Instructors also need the ability to edit and create their own test questions to fit their courses.
My role
I led UX and visual design for Norton Testmaker from discovery through beta launch.
5 / The Norton design system
Creating flexible content and applications for education, born accessible
The problem
W.W. Norton is an educational technology company offering digital products, learning tools and an e-commerce platform. The Norton design system ensures brand consistency across these products, and streamlines development by providing reusable components built with accessibility top of mind. Components were delivered in Zeplin, and written documentation and discussion takes place on Gitlab.
My role
As design system lead, I simplified and clarified an initial draft of UI patterns for development, then wrote the usage documentation for many of the components. Prior to this project, I also created and managed the company’s first pattern libraries.
Website
Norton design system
Year
2019
Methods
Design systems
Visual design
Content strategy
Information architecture
Accessibility