Medicare Payment Modernization
center for Medicare services
oct ‘20 - feb ‘22
Process Diagram
The Center for Medicare Services charged a research team of subject matter experts to create a plan for modernization of the Medicare Payment System, specifically the main frame used to process millions of payments each night. As a service designer, I analyzed processes, contracts, flows, and system interactions.
Taxpayer First Vision
Internal revenue service
jan ‘20-feb ‘20
Taxpayer First Blueprint
The Taxpayer First Vision is a long-term strategic plan for transforming the taxpayer and IRS employee experience. The IRS team desired an eco-system blueprint that illustrated the long-term vision. We worked extensively with the team to define the most effective content. User stories were written to illustrate new journeys for individuals, partners, and businesses. Working with the strategic plan, we helped the IRS clarify their vision and the way to effectively communicate it.
A & A Process
Federal dept.
dec ‘19-Jan ‘20
This project focused on defining the assessment and authorization process for a division within the federal agency. Significant primary and secondary research was required both pre- and post-launch. The project team did extensive interviews and synthesis to help the agency refine and digitize the process along with refining role definitions for those involved in assessment and authorization.
User Research
VETERANS ADMINistration
MAR ‘20-MAY ‘20
The VA Support Services Division is implementing a new Salesforce application. Working with VA leadership, in-depth user interviews were conducted to define and streamline processes and activities. Given there was no uniform process from region to region, synthesis revealed strengths and weaknesses drawing from each regions process. Findings were presented including prioritization and personas. The synthesis helped guide the team in defining initial areas of focus and implementation.