Current Role

Manager, Digital UX Designer at Aetna

I design, document, and test complex and heavily regulated voice and text consumer facing digital products in a fast paced environment. I advocate for non-linear processes to achieve innovation focusing on users and the product experience.

Professional Interests: 
Generative AI, Cognitive Science, Linguistics, Scalable Design, User-Centered Design, Inclusive Design, Modular Design

Past Experience

Get to know me…

Why Conversation Design?

I design chatbots and voice assistants that remove friction between people and technology. My focus is on creating experiences that understand, support, and empower users to self-serve with confidence..

My Design Approach

I lead with empathy, iteration, and storytelling. By stepping into the user’s world, I uncover insights that shape experiences that are both useful and engaging.

Tools I Use

Figma, Lucidchart, Miro, Draw.io, InVision, Sketch, Adobe Illustrator, and Photoshop.

Beyond Work

When I’m not designing conversational experiences, I recharge outdoors. Disconnecting from screens helps me return to work with fresh ideas and creative energy.

I follow a human-centered, research-driven framework for designing chatbot and voice assistant experiences. It balances business goals with user needs, grounded in industry best practices.

Discover

Research user behavior and business context.

  • Analyze call logs, chat transcripts, and NLU data

  • Conduct stakeholder interviews

  • Align with product teams on success metrics (e.g., containment, satisfaction, deflection) and translate them into conversational requirements.

Define

Frame the problem and prioritize intents.

  • Identify high-value member use cases

  • Create conversation requirements

  • Define success criteria for each flow

Design

Craft flows and dialogue.

  • Visualize conversation paths (Lucidchart)

  • Write sample dialogues for chat + voice

  • Apply best practices (clarity, brevity, empathy, compliance)

Prototype

Test conversations before launch.

  • Build low-fi prototypes (Wizard-of-Oz )

  • Capture tone and pacing

  • Test with real inputs and edge cases

Validate

Measure usability and refine.

  • Conduct user testing

  • Compare chat vs. voice modality performance

  • Iterate based on feedback and business review

Optimize

Improve continuously after release.

  • Monitor metrics (containment, task completion, escalation)

  • Review transcripts for pain points and new FAQs

  • Expand and refine flows iteratively