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, facilitated iterative user testing, 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.