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