Designed Realities Studio (Advisors Anthony Dunne and Fiona Raby)

Thesis: Prototyping: How Ought We To Live? Prototypes, Propositions, and Design Fictions

• Conducted annual and special evaluations with 10 High-Impact Service Providers (HISPs) using standardized capacity assessments aligned with OMB Circular A-11 Section 280 to assess CX maturity, governance, and service delivery effectiveness.
• Synthesized quantitative and qualitative data from 38 HISP deep dives, creating federal benchmarks for service delivery performance. Identified key trends, highlighted areas of growth, and flagged potential problem areas in CX capacity and initiatives.
• Developed data-driven insights that supported HISPs in building actionable strategies for improving service delivery, including the design and launch of the Journey Mapping class, which enhanced agencies’ ability to improve CX outcomes and public trust.
• Spearheaded the adoption of human-centered design (HCD) methods among HISPs, increasing implementation from 52% to 60% in one year. Delivered training programs such as “Introduction to Journey Maps” and “Using Service Blueprints for Strategic Decision-Making,” providing over 200 federal employees with practical skills to elevate service delivery.
• Facilitated weekly office hours with 70-90 attendees, promoting cross-agency collaboration and peer learning. Provided ongoing support to ensure compliance with OMB Circular A-11 Section 280 and improved organizational CX maturity across multiple agencies.

• Led the redesign of Performance.gov/cx, transforming it into a centralized public platform for federal service benchmarks, CX data, and human-centered design insights. Managed stakeholder research, contractor coordination, content development, and visual design to ensure accessibility and transparency.
• Directed the creation and publication of CX Executive Order Progress Reports, documenting actions across 17 federal agencies to deliver on Executive Order 14058.
• Managed interagency coordination and ensured accurate, transparent reporting to stakeholders, including OMB leadership, providing quarterly updates on performance milestones and CX metrics in alignment with the Biden-Harris President’s Management Agenda and OMB A-11 Section 280 requirements.
• Served as the principal liaison for the development, clearance, and public-facing reporting of OMB CX communication products, including agency reports, talking points, fact sheets, and cross-agency priority goals under the President’s Management Agenda. Oversaw the clearance and publication of milestones to highlight cumulative achievements in federal CX programs.
• Spearheaded the government-wide CX Day campaign, adapting private-sector practices for federal storytelling. Developed educational and design toolkits to support two consecutive years of campaigns, garnering broad attention and support across CX communities and sectors.
• Created workshops, seminars, public-facing blogs, and media content, including talking points for CX leadership and contributions to articles, demonstrating the success of federal CX programs and initiatives to educate the public and build trust.

• Led the creation of trauma-informed communications with SAMHSA, FEMA, SBA, and the National Security Council (NSC), simplifying the process for disaster survivors to apply for federal benefits. Conducted field research in FEMA Region 2 to ensure designs were responsive, accurate, and aligned with trauma-informed care principles.
• Collaborated with subject matter experts at SAMHSA and FEMA to translate trauma-informed care principles into accessible, interactive communication materials, providing empathetic guidance for accessing federal benefits. This initiative reduced cognitive load for disaster survivors and improved clarity.
• Expanded the scope of trauma-informed communications project by co-leading the Disaster Recovery Center (DRC) Working Group under Executive Order 14058, aligning federal disaster communication strategies with public health recovery goals and improving the experience for affected communities.
• Led a design sprint with the Social Security Administration (SSA), conducting customer research through focus groups and surveys. Developed an interactive flyer that simplified benefit information for over 300,000 customers, improving accessibility and usability.

• Worked with leading scientists, biologists, and designers to curate annual conference content that demonstrated cutting-edge innovations in biotechnology, including the creation and use of biomaterials like mycelium, algae-based polymers, and lab-grown textiles.
• Coordinated with biofabrication and genomics experts to present at global conferences, creating interactive exhibits that explained the applications of biotechnology in other sectors and industries.
• Created educational resources for Biofabricate’s global audience, simplifying concepts from synthetic biology, and the potential of biodesign to revolutionize industries. This content was used for events designed to engage a variety of stakeholders, including students, scientists, and industry professionals.
• Managed public communication and outreach efforts, ensuring that educational materials were accessible to a non-expert audience while maintaining scientific rigor.

• Developed a Customer Relationship Management (CRM) system integrated with a Content Management System ​(CMS) to visualize customer interactions, enhancing data-driven storytelling and decision-making.
• Established processes to improve the efficiency and aesthetic presentation of social media content, ensuring clear and effective communication with stakeholders.
• Cleansed and maintained data for a 5,000-member community, increasing membership by 10% within three months by transforming insights into strategic actions for growth.
• Established ethnographic frameworks and KPIs centered on human-centered design, improving organizational capacity to take on more clients and deliver enhanced services.
• Provided strategic reports to leadership synthesizing findings from participant interviews and analyzing company system data, leading to the expansion of resources and the adoption of best practices across the organization.

• Led education programs introducing community members to life sciences and biotechnology, simplifying complex scientific concepts for non-specialist audiences through hands-on learning experiences.
• Developed and delivered workshops on genomics, synthetic biology, and biodesign, reaching diverse participants, including high school students and lifelong learners.
• Curated public events and exhibitions on genomics and biotechnology, making advanced scientific research accessible while promoting critical thinking on the societal implications of these technologies.

• Collaborated with scientific experts, community leaders, and local universities to co-create curriculum materials and establish partnerships with biotech companies, providing access to state-of-the-art technology and expert knowledge.
• Liaised with universities and biotech companies to foster a collaborative learning environment, enabling participants to explore life sciences in depth.

• Designed and implemented outreach strategies, increasing science education program participation by 25% over two years, with a focus on engaging underserved populations.
• Analyzed demographic and customer experience data to establish baselines and pilot DEI programs, expanding engagement with underrepresented communities in life sciences, technology, and design.

• Led a strategic planning process using mixed research methods and community workshops to develop a 5-year strategy and long-term vision for the nonprofit, producing the organization’s first annual report and a new brand identity.
• Facilitated internal growth by creating standard operating procedures, databases, and workflows to manage institutional knowledge and team operations.

• Conducted market research and analyzed data to design reports, securing corporate sponsorships and grants, resulting in a 30% increase in lab membership and generating over $200K in annual revenue.
• Identified emerging trends in life sciences and design, organizing 10 biodesign workshops for over 500 participants from organizations such as NYU ITP, Pioneer Works, SY Partners, Cooper-Hewitt, and Estée Lauder.

• Supported remote organization efforts for global conference to produce communications assets and devise a plan for exhibition and build-out.