Rapid collaboration to provide pandemic relief
Challenge
When the pandemic put millions of renters at risk, people needed a clear, trustworthy way to find help fast.
Federal rental assistance programs existed, but information was scattered across dozens of agencies and websites—confusing renters and landlords alike.
Action
Working as part of a rapid, cross-functional team, I led UX efforts to design and test a national Rental Assistance Finder.
I conducted equity-centered, trauma-informed research with renters in financial distress and landlords under pressure, ensuring that the experience was empathetic and accessible.
I created prototypes and collaborated closely with subject matter experts and developers to align design decisions with real user needs and ensure technical feasibility. In just weeks, we secured agency buy-in and launched the tool.
Result
The tool launched in 2021 and connected 14.7 million renters with resources for rent, utilities, and housing costs.
It became a critical, user-centered resource during a national crisis—transforming a complex network of relief programs into a simple, actionable experience for millions.
Company:
Consumer Financial Protection Bureau
Timing:
July 2021
Goal:
Get students an estimate in less than 5 minutes.
Skills:
Prototyping
Usability testing
Concept sketching
Content strategy
Visual design
Sketching session provided ideas and buy-in
Early on I facilitated a sketching session with designers, developers, the product manager and stakeholders. This collaboration let us rapidly explore ideas, discuss feasibility and gain a shared understanding.
Data provided insights for revisions
After an initial launch, we used heatmaps, analytics, and interviews with renters to refine the page. Though people generally found it helpful, we learned that not sseeing a specific county gave the impression no help was available.