Hi. I’m Rachael. I’m an experienced UX leader who has spent 20+ years turning red tape, fine print, and financial jargon into experiences real humans can actually use.
Featured projects
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A redesign to improve completion rates
I led the redesign of CFPB’s “Grad Path” tool. Though created to help students understand how much they’ll owe, analytics showed that less than 4% made it to the last page.
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An enterprise-wide tool to find credit reporting inaccuracies
I led design of a multi-disciplinary project to create and implement a cloud-based tool to find harmful inaccuracies in credit reporting data. On its first use, it successfully supported a $28M enforcement case.
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Rapid collaboration to provide pandemic relief
During the pandemic, I helped design a tool that connected 14.7M renters to rent, utility, and housing relief—grounded in equity-centered, trauma-informed research with renters and landlords under financial strain.
About me
I’m a NYC-based UX leader who treats complex systems like puzzles waiting to be solved. I’ve worked with organizations like Bank of America, IRS and the CFPB to make the complicated feel simple.
Inquisitive by nature, detail-obsessed, and a bit like a dog with a bone when it comes to problem-solving, I love zooming out to see the forest—then zooming right back in on the trees. At the heart of it all, I’m a relentless customer advocate who believes even the most tangled rules can be untangled into clear, human experiences.
Expertise
Design & Content
Prototyping (paper & high-fidelity Figma), sitemaps, affinity diagramming, personas, content strategy and content audits, sketching, information architecture
Research & Evaluation
Usability testing (moderated & unmoderated), card sorting/tree testing, surveys, web analytics, heatmaps & clickstream analysis
Process & Strategy
Agile/Scrum, strategy development, collaboration
Workshops & facilitation
Journey mapping, kick offs, ideation and sketching sessions, both in-person and online in Mural or FigJam
Software Skills
Prototyping
Figma, Adobe Creative Suite
Collaboration
GitHub, JIRA, Microsoft Office, Mural, Slack, FigJam
User research and analytics
Google Analytics, Mouseflow, Optimal Workshop, UserTesting, Userlytics
Contact
Get in touch on LinkedIn or by email.