Experience Architecture & Public Sector Transformation
I work with customers and delivery teams from discovery through implementation to turn complex operational needs into scalable, inclusive platform experiences.
My work connects customer and end-user research, experience strategy, service and workflow design, interaction architecture, accessibility, reusable platform patterns, technical prototyping, stakeholder alignment, and implementation so the original experience intent can survive delivery.
Start with the people closest to the work.
Experience architecture begins by understanding what customers and end users are actually trying to accomplish, where the current experience breaks down, and which organizational, policy, workflow, data, platform, or technical constraints shape the problem.
I use interviews, observation, workflow discovery, facilitation, service mapping, prototyping, and validation to turn that evidence into an experience direction customers, product teams, and technical teams can evaluate together.
Make the experience concrete enough to survive implementation.
I stay close to delivery because an experience strategy has little value if its reasoning disappears during implementation. User flows, wireframes, interaction models, prototypes, reusable patterns, accessibility requirements, working code, and end-to-end narratives are different ways of making intent explicit enough to build and test.
The medium changes with the problem. The responsibility does not: keep customer needs, platform behavior, technical feasibility, and delivery decisions aligned.
I work directly with customers, end users, business owners, technical teams, and program stakeholders to understand the problem before defining the solution.
Research is not a separate ceremony. Interviews, workflow studies, stakeholder input, operational constraints, policy, existing systems, and technical realities are synthesized into clearer customer needs, experience principles, priorities, and an actionable experience direction.
That creates a shared basis for deciding what should change, what should remain, and what the experience must enable.
Many difficult customer experiences are not interface problems. They are service problems spanning roles, ownership, handoffs, approvals, information movement, policy, accessibility, and multiple digital and non-digital channels.
I map those relationships into end-to-end workflows and service structures so teams can see where the experience actually breaks, where responsibilities are unclear, and where automation, simplification, or better interaction design can create value.
Human-centered service design and Design Thinking are most useful when they make the operating system of the experience visible, not when they stop at workshop artifacts.
Enterprise platforms require more than strong individual screens. I design across workflows, products, roles, data relationships, reusable components, semantic patterns, responsive behavior, and platform constraints so features reinforce a coherent system.
I favor reusable platform behavior and established patterns before introducing unnecessary exceptions. When customization is needed, it should solve a real customer or operational problem rather than compensate for unclear architecture.
My experience spans government modernization as well as commercial enterprise software ecosystems, financial platforms, administration systems, dashboards, and multi-role operational products.
I remain involved across design, product, engineering, customer, and program conversations so implementation decisions remain connected to the customer and experience rationale that produced them.
Prototypes, design patterns, facilitation, implementation guidance, validation, and working code help reduce ambiguity between disciplines and make risks visible while they can still be changed.
I also build repeatability into the work. I have trained cross-functional teams in Design Thinking, interviewing, UX practices, assessment methods, and front-end concepts so useful methods can continue beyond my direct involvement.
I facilitated Air Force stakeholders around document assessment, reassessment, approvals, signatures, and mobile approvers, mapping roles, handoffs, and movement across paper, PDF, and digital systems to define a workable end-to-end service process.
Related Air Force AI and data work included Qlik dashboards, R Shiny prototypes, NLP across accounting data, RAG-modeled chatbot support, and high-fidelity HTML/live-data prototypes used with stakeholders to test assumptions and refine requirements.
The common pattern was to make complex behavior concrete enough for customers and technical teams to inspect, challenge, and improve together.
On an Army geospatial application, I worked directly in Angular as both a UX partner and front-end developer, using working code and browser tools to test interaction behavior before carrying validated patterns into production.
That implementation proximity allowed user needs, interaction intent, responsive behavior, technical constraints, and component decisions to remain connected throughout delivery rather than separating design from engineering at handoff.
At Softwise, I owned UX across five business-critical financial products, built reusable Angular interaction and component patterns, used contextual research and usability testing, and worked directly in production. Management credited the approach with reducing development time by 35%.
At TEKsystems, I directed UX and interaction architecture for an enterprise environment serving approximately 76,000 users and helped move fragmented JSF experiences toward reusable AngularJS patterns carried through implementation and QA.
At Novell, I worked across a commercial enterprise software ecosystem serving more than 10 million users. That included two consecutive GroupWise generations, browser-based administration for more than 10,000 administrators, and shared cross-product UI and semantic assets including more than 1,500 icons.
Ivanti extended that experience across interconnected asset, security, mobility, service, reporting, and dashboard products, including research and reusable interaction patterns for complex enterprise workflows.
My current independent work applies custom GPT and AI-agent systems to structured decision-support workflows.
I design and evaluate purpose, retrieval behavior, instructions, evidence, scoring, review gates, human control, escalation, and output behavior so AI-supported work remains traceable, testable, and usable as models, retrieval structures, and instructions evolve.
This extends the same experience-architecture discipline into AI-enabled services: understand the work, make system behavior visible, define where human judgment remains essential, and create repeatable structures people can actually operate.