Resume

Experience

Julia Um Design
San Francisco, CA

June 2021 - Present

Principal Design Researcher & Strategist

  • Formed a consultancy to pursue projects in design strategy, innovation, and market research

  • Brought research insights to life through customer personas, system maps, and service blueprints

  • Led patient research to guide the development of a new multi-channel direct-to-patient retail strategy, using both quantitative and qualitative approaches for a global medical device company

  • Delivered insights that resulted in an increase of 3% in market share and 60% in sales revenue

  • Conducted in-home customer research to assess the potential for market growth in the rural south for a footwear company; created customer profiles to guide marketing and business development efforts

NewYork-Presbyterian Hospital
New York, NY

June 2023- August 2023

Graduate Intern, Experience Design & Execution

  • Conducted stakeholder interviews and workshops to create a service blueprint that defined patient needs and opportunities for a new app for patients undergoing orthopedic surgery

  • Mapped existing service ecosystem and service delivery process for post-partum behavioral health and lactation support across 6 hospitals to inform vendor selection and design requirements for new services

  • Designed and led onboarding trainings with 40+ Miro pilot users across ~10 teams

  • Facilitated 2 Human-Centered Design workshops w/ 60+ attendees

C Space Health, an Omnicom Agency
Philadelphia, PA

June 2021 - June 2022

Senior Consultant, Healthcare Market Research & Brand Strategy

  • Managed day-to-day client relations and generated opportunities for additional work in conjunction with account leads; brought in over $100,000 of additional revenue within first 6 months in role

  • Tested service and concept prototypes with customers to guide refinement efforts

  • Facilitated co-creation and synthesis sessions, using divergent & convergent exploration techniques

  • Identified and nurtured growth opportunities for junior teammates; 4 of 7 were promoted recently

McChrystal Group
Alexandria, VA

January 2018 - March 2021

Senior Associate Consultant, Workforce & Team Analytics

  • Managed cross-functional teams to deliver research projects ($2.5M annual revenue) for multiple Fortune 10 clients in healthcare, energy, financial services, manufacturing, and media

  • Analyzed attitudinal, behavioral, and qualitative data to build an understanding of employee needs and experiences; developed strategic initiatives to improve organizational effectiveness

  • Developed 2 workplace analytics offerings that generated 10% of company revenue in 2020

McChrystal Group
Alexandria, VA

August 2016 - January 2018

Implementation Analyst, Organizational Adaptability

  • Consulted C-Suite executives of a leading Comprehensive Cancer Center as the project manager for a $2.4M change management engagement, which resulted in a financial turnaround from a projected $450M deficit to profitability 8 months into project

  • Orchestrated and facilitated over 50 trainings focused on organizational effectiveness to groups of varying sizes, from 10 to 200 executives, including director and VP levels

Education

California College of the Arts
MBA, Design Strategy

University of Pennsylvania
Weitzman School of Design
Executive Program for Social Innovation Design

Wellesley College
Bachelor of Arts, Economics
Cross-registered at MIT