Inside Their Worlds

I've spent my career trying to understand what really matters to people when they're navigating complex systems—especially when those systems impact the people they care about most.

As a Sr. Staff User Researcher and Service Designer, I lead studies that dig into the human side of services like healthcare, education, and SaaS. My background spans over a decade in UX, with a focus on trauma-informed methods and serving communities that don't always have a voice in design decisions.

But my approach was actually shaped years earlier—first as the daughter of Hmong Vietnam War refugees, watching my parents navigate systems that weren't designed for them to thrive, and later through eight years in nonprofit management and direct care work. I transitioned into UX Design in 2015 and have held UX Research roles since 2018.

Through these experiences, I have become attuned to the challenges that arise when people don’t understand the ambiguous systems that operate around them. On the other hand, I’ve seen what can happen when companies lose sight of the humans who they are attempting to solve for. I thrive at navigating between these worlds and building bridges between them.

Selected Experience

  • Sr. Staff User Researcher @ Honor - Research centering older adults, their families, and caregivers

  • Research Lead @ Asana and Design Lead @ ADP - Enterprise SaaS UX

  • UX Lead, Machine Learning @ Planned Parenthood - Sex ed chatbot for teens and healthcare access tools

  • Director, UX Research & Design, College Board - College access tools for marginalized youth

Deathwork
In 2024, I became a hospice volunteer and end-of-life doula for human sand companion animals. These experiences keep me grounded in what research is really for: helping people navigate complexity in life while maintaining their dignity and ensuring that businesses and organization can generate financial health while fulfilling their missions.

I am a Fellow of the Royal Society for the Arts, Manufacturing, and Commerce (FRSA). I also hold an MA from Goldsmiths, University of London in Creative & Cultural Entrepreneurship, and a BMusic from The Juilliard School in vocal performance.