Over two years, I led the end-to-end design of a wildfire disaster claims platform for a major federal agency, delivering a solution that has since processed over $1B in claims, been adopted by three separate claims offices, and been highlighted in presentations to Congress and President Biden. Our mission was to replace a fragmented, outdated tool with a scalable, guided experience that could serve survivors, caseworkers, and agency leadership amid ongoing national crises.

I drove the platform’s design from discovery through delivery, conducting deep research, mapping legacy workflows, and facilitating service blueprinting workshops with cross-agency teams. I collaborated closely with engineers, policy advisors, and legal teams to translate a complex and politically sensitive process into one that felt coherent, equitable, and actionable for every user.

As organizational priorities shifted under congressional scrutiny, I helped teams stay aligned through systems thinking, structured decision-making, and visual storytelling. I introduced scalable design patterns and service logic that supported not just initial delivery, but future expansion. My work culminated in personal recognition from the agency’s Director, and more meaningfully, in a platform that continues to support real people during some of their hardest moments.