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EXPERIENCE STRATEGIST & MULTIDISCIPLINARY DESIGNER
NASHVILLE, TN
AVAILABLE WORLDWIDE
ENGAGEMENT
U.S Department of Treasury Bureau of Fiscal Services (BFS)
Matured Unredeemed Debt (MUD) Office
SERVICE & UX/UI DESIGN
Research I Service Design I Experience Strategy I UX/UI
Digital + In-person Service Transformation
01
CASE STUDY
Treasury Direct
Simplifying a complex financial service to make it easier to navigate, understand, and trust.
Millions of Americans own U.S savings bonds, but many remain unredeemed due to a fragmented and consuming experience across digital and in-personal channels. The process was difficult to navigate, filled with complex requirements, inconsistent information, and a lack of clear guidance. Leading to missed value for individuals and unnecessary friction for both the public and partner institutions.
Our challenge was to redesign the redemption experience to be simpler, more accessible, and more trustworthy. While meeting federal requirements and working within existing systems, policies, and operational constraints.
Real value.
Real people.
Real opportunity.
$29.7B
in U.S. savings bonds
currently unredeemed.
02
THE CHALLENGE
BILLIONS
IN UNREDEEMED
SAVINGS BONDS.
A COMPLEX
JOURNEY.
03
UNDERSTAND
We examined the savings bond redemption experience from end to end through user research, stakeholder interviews, secondary research, and SME sessions. This helped us identify key pain points across digital and in-person touchpoints and uncover opportunities to make the process clearer, more consistent, and more supportive.
A HUMAN-CENTERED
APPROACH TO A
COMPLEX SYSTEM.
USER RESEARCH
STAKEHOLDER INTERVIEWS
SECONDARY RESEARCH
SME SESSIONS
CURRENT STATE ANALYSIS
INSIGHT SYNTHESIS
PEOPLE
Understanding the needs,
expectations, and challenges
of bond owners and bank staff.
PROCESS
Identifying friction points, clarifying requirements, and making operational realities.
CHANNELS
Examining the digital and in-person experience to create a more connected and consistent journey.
04
ALIGN
FROM INSIGHTS
TO EXPERIENCE
DIRECTION.
We synthesized research findings into a unified experience strategy, defining design principles, and opportunities to guide the solution. This work aligned internal teams and external partners (banks) around a shared vision for a simpler, more consistent redemption experience.
RESEARCH
Understand users
and the system.
SYNTHESIZE
Identify key themes
and opportunities
DEFINE
Experience principles
and design direction
ALIGN
Collaborate with internal
teams and partner banks
DESIGN
Translate insights
into solutions
Selected research artifacts (including journey naps, service blueprints, and internal documentation) are not shown due to client confidentiality.
We designed a streamlined digital experience and reimagined the in-person service experience with bank partners. The solution included redesigned website screens, a working-state prototype, updated content, service design recommendations, and supporting materials to create a consistent and informed experience.
05
CREATE
DESIGNING A CLEAR,
MORE ACCESSIBLE REDEMPTION EXPERIENCE.
DIGITAL EXPERIENCE
Redesigned key parts of the digital redemption experience to create clearer information hierarchy, navigation, and guidance throughout the process.
WORKING -STATE PROTOTYPE
Build a working-state prototype to explore future-state interactions, test proposed flows, and communicate the experience with stakeholders.
IN-PERSON EXPERIENCE
Reimagined the in-person redemption experience with partner banks, considering the customer journey alongside staff, process, information, and service needs.
Long-term value
Created a foundation for continued improvements and broader impact.
Stronger alignment
Unified digital and in-person experiences across TreasuryDirect and
partner banks.
Improved confidence
Reduced confusion
through clearer guidance and consistent information.
Greater access
Made it easier for more people to redeem
what's theirs.
06
IMPACT
A MORE HUMAN,
MORE CONNECTED
EXPERIENCE.
MY CONTRIBUTION
07
DESIGNING FOR PEOPLE
BUILDS FOR STRONGER SYSTEMS.
This work reinforced the importance of looking beyond individual touchpoint when designing complex Publix services. Improving the savings bonds redemption experience meant considering the digital interface alongside people, processes, policies, partner institutions, and the realities of an in-person experience.
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