Helping the Small Business Administration become more customer focused

Background

Background here

The United States Digital Service (USDS) formed a partnership with Small Business Administration (SBA) to ...

Context: USDS

Role: Team lead (‘22-23); Lead Designer (‘21-’22)

Timeline: December 2021 - March 2023

Focus: team management; strategy; HCD

More information: See the new SBA loan portal here

Team & Projects

Consisting of a ~6-person cross functional team (including engineers, designers, product managers, and procurement specialists),

  • Sat on the leadership team of the “MySBA” team, advising on staffing, hiring, project focus, and technical roadmaps and implementation

  • Facilitated the consolidation and alignment of 4 contracting programs to improve customer experience

  • Researched the small business experience and support services being provided by SBA across the country

  • Consolidated, aligned, and reduced the questions, then re-designed the paper form of the disaster loan application

  • Led the agency’s Human Centered Design community of practice

  • among others!

Strategy

Something here about team strategy, leadership, etc.

Project Highlight: Streamlining small business certifications for government contracting

Give GCBD example here and talk about workshop, ux flows, question alignment, etc.

Impact, Outputs, & Lessons Learned

Data and impact numbers here

Data and impact numbers here