It all begins with an idea. Maybe you want to launch a business. Maybe you want to turn a hobby into something more. Or maybe you have a creative project to share with the world. Whatever it is, the way you tell your story online can make all the difference.
Strategic Design Consultant
Zahler Design
2021–present
I help social impact leaders select and install systems aligned with their mission.
They don’t always have budget to design or buy new platforms, so I show them how to improve processes, build communication, and run hypotheses using the technology they have at hand.
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LUMA Institute had one of the best problems a business can have—clients saw the value and clamored for more. The business struggled to keep up with the demand efficiently without losing the personal touch LUMA is known for.
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As Senior Experience Designer I created learning experiences spanning in-person, digital, and on-the-job so learners could grow their capacity for creative problem solving and innovation.
I drew from a range of disciplines to ensure learners’ needs were met throughout their journey with LUMA. A day for me included mapping user flows and information architectures, writing learning objectives and curriculum, usability testing and ethnographic research, or creating service blueprints for business efficiency.
At the onset of the pandemic in 2020, I stepped into a role as Lead UX and Service Designer, working to rapidly shift the business models and harness technology in the delivery of newly-remote service offerings.
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2019
Revamped the flagship training program and designed new training offerings
Researched and integrated a Learning Management System (LMS)
Led an international workshop at the Learning Experience Design Conference in Amsterdam
2020
Promoted for my work on the LMS, shifted focus to operational efficiency for program offerings, accessibility, and DesignOps
Stepped in to lead UX and Service Design to quickly release new virtual training offerings and establish service delivery processes
ABOUT ZAHLER DESIGN
I founded Zahler Design to support the work of arts and social impact leaders through human-centered design and visual strategy. Since 2021, I have worked with organizations across the country to launch new lines of business, revamp strategic plans, tell compelling impact stories, and get teams on the same page.
PROJECT
Launch a professional learning academy and digital platform
XPLANE
PROJECT
Discovering and solving major budgetary issues
Oregon Shakespeare Festival
PROJECT
After the acquisition: integrating two service delivery teams
XPLANE + Tier1
Sr Experience Designer
LUMA Institute
2018–2020
I created resources and systems to support rapid business growth as a training company and content platform at LUMA Institute.
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LUMA Institute had one of the best problems a business can have—clients saw the value and clamored for more. The business struggled to keep up with the demand efficiently without losing the personal touch LUMA is known for.
-
As Senior Experience Designer I created learning experiences spanning in-person, digital, and on-the-job so learners could grow their capacity for creative problem solving and innovation.
I drew from a range of disciplines to ensure learners’ needs were met throughout their journey with LUMA. A day for me included mapping user flows and information architectures, writing learning objectives and curriculum, usability testing and ethnographic research, or creating service blueprints for business efficiency.
At the onset of the pandemic in 2020, I stepped into a role as Lead UX and Service Designer, working to rapidly shift the business models and harness technology in the delivery of newly-remote service offerings.
-
2019
Revamped the flagship training program and designed new training offerings
Researched and integrated a Learning Management System (LMS)
Led an international workshop at the Learning Experience Design Conference in Amsterdam
2020
Promoted for my work on the LMS, shifted focus to operational efficiency for program offerings, accessibility, and DesignOps
Stepped in to lead UX and Service Design to quickly release new virtual training offerings and establish service delivery processes
ABOUT LUMA INSTITUTE
LUMA Institute provides global training in human-centered design, using the LUMA System of Innovation. They translate design thinking for non-designers.
We worked to spread human-centered design as a response to wicked problems, including keeping a human-centered approach in a remote, distributed environment.
PROJECT
Rapidly shift business models and service delivery to remote-only using existing product platforms
Prior to 2020, 90% of LUMA’s business was in-person training events. In just over five weeks, we released three new online-only training offerings and 80+ interactive digital templates.
PROJECT
Design certification training program, service and curriculum redesign
The Practitioner Certification program enabled learners to become more confident and capable problem solvers. We redesigned the learning experience to increase the rigor and value through more robust learning topics and practical assignments. Increased NPS scores showed we hit the mark.
PROJECT
Session Planner and Facilitation Guide product design
LUMA Workplace® is a SaaS application assisting learners to apply design thinking methods to their work. We built additional functionality into the Session Planner feature, including the new Facilitation Guide companion tool.
Lead UX Designer
Highmark Health
2017–2018
We helped patients navigate the world of health insurance using human-centered design.
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The Digital team was responsible for ensuring members could get the most out of their insurance plans. These plans are complicated and difficult to understand, so we sought to make the path toward health as simple and easy as possible.
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As Lead UX Designer I led project work and mentored team members during a period of transition in leadership and department structure.
Together, we raced against the clock to provide stability for our members in the face of pending legislation that could prohibit access to health care providers and negatively impact customer experience.
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2017
Launched the Dr Match Survey app, which won the 2018 eHealthcare Platinum award for Best Interactive from a PPO, HMO, or Other Insurer
2018
Led improvements in collaboration, team career development, and DesignOps
Led the merger of multiple work streams into a single member health plan management mobile app
ABOUT HIGHMARK HEALTH
Highmark Health is a national Blue Cross Blue Shield (BCBS) health insurance provider based in Pittsburgh, PA.
Combined with Allegheny Health Network (AHN), they form an Integrated Health and Delivery Financial System (IDFS).
PROJECT
Ensure members could easily access quality care: Doctor Match Survey
The Doctor Match survey connects individuals to like-minded doctors. A fun twist on online dating, the survey uses a highly predictive algorithm to connect patients and doctors on multiple compatibility factors.
PROJECT
Build relationships across a changing team with DesignOps
Through a combination of hiring and consolidating several teams into one, the newly integrated digital team grew from 22 to 43 members in 3 months, making communication and collaboration critical.
PROJECT
Member plan management mobile app
A rapidly evolving set of project requirements mean that work done yesterday could be obsolete today. This resulted in confusion and frustration with both team members and management, as we sought to meet the needs of our customers.
