Kimberly L Hodges
HX | CX | UX STRATEGY, RESEARCH & DESIGN
Phone:
410.693.2661
Email:
SUMMARY
SUMMARY​
​I lead multidisciplinary teams—UX researchers & designers, content & communication strategists, and visual storytellers—to turn user needs and business goals into clear, effective digital experiences. With over a decade of hands-on experience as a CX designer, content strategist, and copywriter, I bring both strategic oversight and creative depth to every project.​
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Human Experience in Digital Design
Throughout my career, I’ve worked across both civic tech and private sectors—shaping experiences in hospitality, education, and finance. In every role, I’ve focused on creating impact by designing for that nuanced space where stakeholder goals align with user needs. Over time, things have evolved:
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UX has matured into a baseline expectation — usable, accessible, and consistent design is a standard, not a competitive edge.
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Enter the Human Experience (HX) with focus on emotional connection, identity and story as guides for impactful digital design.
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Stuff I've Learned the Hard Way
I’ve worked with companies of all sizes, tackling client needs from brand development to transactional design. Most recently, I provide strategic advice to executive teams, helping guide corporate growth and drive organizational maturity.
I’ve had some successes, but what sticks with me the most are the failures. Here's what I've learned the hard way:
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Stay Flexible. There’s always something to be learned, even in the most unexpected places.
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​Focus on the Problem First. Before diving into design, wrap your arms around the problem. Then strategize. Then design.
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​Design is Most Flexible at Inception. The early stages are when your design has the greatest potential for change at the lowest cost—embrace it.
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Promote Sustainability. Design with the long-term in mind. A scalable product is a resilient product.
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Establish Governance Up Front. Curb organic growth by first anticipating it. Set the framework early on for how your project will grow and evolve.
EXPERTISE
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TECHNICAL
CX | UX Research, Design & Testing,
Strategic Communications,
Copy Writing
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RESEARCH METHODS
Focus Groups, Contextual Interviews, Surveys, Heuristic Analysis,
Landscape Analysis
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ANALYTICS
Google Analytics, SEM Rush, Hubspot, Mixpanel, Chartbeat, Qualtrics​​
PROCESSES
Cross Functional, Agile,
Product Focused
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USABILITY TESTING METHODS
Moderated, Remote, Card Sorts,
First-click, Multivariate,
Qualitative & Quantitative Results
TOOLS
Figma, Sketch, Miro,
Optimal Sort Suite
PARTIAL CLIENT LIST
CAREER HIGHLIGHTS
Augmented & Virtual Reality User Experience Lab
Conceptualized a state-of-the-art Digital Immersive Usability Design & Testing Lab focused on AR/VR experiences. Gained expertise in rethinking user experience (UX) design within 3D environments—leveraging innovative approaches like bodystorming in place of traditional wireframing. These immersive spatial design solutions help people make smarter, faster solutions to yield better outcomes.
Healthcare.gov & Marketplace Recovery
During the 2013-2015 Open Enrollment seasons, led our creative team to the creation of the pubic facing website, healthcare.gov. Subsequently, led our team to simplify the Marketplace design and associated applications of HealthCare.gov resulting in twenty million Americans receiving coverage through the Affordable Care Act. Contributions also included the communication strategy, applications design, living design system, and Spanish translations.
The United States Web Design System (USWDS)
Supported the advancement of design principles, tokens, patterns, and content architecture of the United States’ first nationwide web design system. Partnered with federal agencies to drive adoption in alignment with the 21st Century Integrated Digital Experience Act (IDEA), a law that promotes the modernization of digital government services using USWDS tools and guidelines.
EXPERIENCE
2019 - 2025
HX (CX | UX) Product & Services
Senior Strategic Advisor
BIXAL
Executive Initiatives - Reported to CEO as strategic advisor in support of company wide growth of creative services. Advised on hiring executive leadership and individual contributors, as well as establishing digital practice areas including Human Experience (HX), Content Strategy (CS), Customer Experience (CX), and Digital Strategy (DS). Outcome: growth from 75 to 300 employees; approximately 50% year over year in qualified revenue.
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Strategic Growth - Supported strategic growth pipeline efforts focused on HX and Strategic Communications totalling 80 million in qualified sales. Worked as Technical SME for CX related opportunities.
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United States Web Design System (USWDS) - Served as strategic advisor on establishing versions 2.0-4.0 USWDS. Conducted user research and usability testing of USWDS 1.0 to inform iterative improvements.
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HHS, GSA - Served as Human Experience (CX, UX, EX) Subject Matter Expert for Health & Human Services (HHS) and Government Services Administration (GSA) digital product development.
2010 - 2018
BOOZ, ALLEN, HAMILTON (Formerly, Aquilent)
CX | UX
Senior Associate
Led human experience design teams in the research, design, testing, and execution of federal government websites and applications. Partial list of clients include:
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Healthcare.gov - Served as the Creative Director on v1.0 and v2.0. Led teams of UXD, Content Strategists, and Graphic Designers in conceptualization and design of the country’s first federally funded health care website. Developed a responsive consumer experience for the public facing portion of the site. Application UX research and design included: The Exemption Screener, Tax Assistance, Find Local Help, Health Plan Compare, Living Healthcare.gov. Outcome: 10.3 million enrolled in health insurance in the first two years; developed healthcare.gov styleguide later used to inform United States Digital Service style standards. www.healthcare.gov
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​United States Postal Service - CX Lead on creation of iPad field sales application and USPS intranet redesign. Led user research of field sales team and internal sales team, led focus group on as-is information architecture and subsequent Optimal Sort card sort test, proposed redesign of taxonomy, tested and redesigned as needed. Outcome: increase in field sales nationwide; survey of USPS employees indicate 45% increase of intranet adoption.
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National Institute of Neurological Disorders & Stroke (NINDS) - Led team in the redesign of NINDS.gov public website. Conducted user and stakeholder research to include a nationwide collection of Neurologists, advocates, patients, and caregivers. Directed the development of UX design outcomes via user flows, consumer journey maps, site maps, wireframes, low-fidelity prototypes, card sort testing, formal moderated usability testing, content strategy deliverables, and visual design style guides and comps. www.ninds.nih.gov
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Identified additional opportunities to support NINDS’s mission within the digital strategic space, including intranet redesign and creation of medication cabinet (i.e. application to educate the public on medication efficacy and usage). Outcome: Increased awareness of the Institute’s mission, public awareness, and the grant application process.
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Administration for Children & Families (ACF) - Led strategic enhancements to ACF’s public site and intranet. Drove strategy for phased implementation of new United States Digital Services (USDS) design guidelines, phased implementation of responsive design, program level content strategy, UX interaction design updates, and SEO strategy.
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​National Science Foundation (NSF) - Led intranet and public site redesign; conducted the user experience research, design and usability testing, and redesign of NSF's intranet and public site. Through user and stakeholder research, creation of functional prototype, and extensive usability testing, we produced an Intranet with 65% increase in usage.
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Artificial Intelligence - Conceptualized Booz Allen's Immersive User Experience Design & Testing Lab to include best practices in design and testing AR/VR hardware and software.
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Strategic Growth & Process Efficiencies - Served as Technical SME on extensive business development efforts; established best practices in UX design, research, and testing; stood up content strategy practice; established best practice for content governance; established and led process improvements to include increased cross-functional collaboration and continuous improvement.
2009 - 2010
Principle CX Designer
Independent Consultant
NAVIGATION ARTS
George Washington University - CX Lead on University's site redesign migrating to Vignette. Most notably, led definition and implementation of the content governance for the roughly five-thousand-page site. Established the University's governance plan with key stakeholders who included: the University's President, Dean of Students, Dean of Admissions, Head of Financial Aid, and Alumni Affairs. Per the site redesign, conducted stakeholder interviews, developed macro sitemap as well as multiple micro sitemaps (taxonomies), and created wireframes and functional specifications. Outcome: Established university content governance team and plan; site redesign significantly increased charitable contributions and website user adoption.​ www.gwu.edu
Strategic Growth & Process Improvements - Advised CEO on strategic growth opportunities to educate on and promote the value of consumer focused experience design. Advised UX Director on process improvements to include emerging user research, design and testing tools and content management system design efficiencies.
2005 - 2009
Lead UX Designer
Copy Writer
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iCrossing (formerly Agency.com)
Marriott, Inc. – served as lead user experience designer on corporate site redesign with several legacy systems including unique reservation system, search system, and content management system. Led team of UX designers in developing usability scripts and testing materials, business requirement documentation, functional requirement documentation, wireframes, and prototype development.www.marriott.com
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Ritz-Carlton – served as lead user experience designer and copywriter on development of Ritz-Carlton Spas microsite. Conducted stakeholder and user interviews and developed findings report. Developed sitemap, content strategy, and wireframes, and wrote site copy. www.ritzcarlton.com
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Alcon Pharmaceutical – led a team of UX designers, business analysts, and designers on redesign of the public website for world’s largest eye care pharmaceutical company. Developed user profiles, heuristic evaluation, site map, and functionally annotated wireframes. Sourced and wrote website copy and supporting educational publications. www.alcon.com
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Rackspace.com – served as lead user experience designer on the nation's largest managed cloud & email hosting provider. Corporation sought to integrate MailTrust.com & Mosso.com under a single branded website, while redesigning the existing Rackspace site. Conducted stakeholder interviews and generated business requirement documentation. Worked with Creative Directors to facilitate brand and content integration decisions. Developed content assessments and recommendations for all three sites. www.rackspace.com
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CitiGroup – led team in conducting competitive analysis with thirteen financial service companies to inform redesign of CitiGroup’s investment banking services. www.citigroup.com
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CIT Financial Services – served as lead user experience designer on feature expansions of existing site. Conducted global usability study of corporate website, and developed user profiles and recommendations for redesign. www.cit.com
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Voyager Learning – Directed team of user experience designers, content strategists, visual designers, and front-end developers in the creation of one of the first online universities. Primary audience includes students seeking post-graduate degrees in primary and secondary education. Created strategic vision, site architecture – taxonomy and map, wireframes,and low-fidelity prototype. Directed creation of content strategy, visual style guide, visual color comps, and front-end template development.
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Dallas Museum of Art – Co-wrote technical strategy supported by a $20-million-dollar endowment. Worked with museum executives and Board of Directors to determine needs and priorities for technical solutions.
EDUCATION & ASSOCIATIONS
Master's Degree
Degree
GEORGETOWN UNIVERSITY
Major: English Literature & Letters Cum Laude
Emphasis:Professional Writing & Linguistics
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Bachelor's Degree
UNIVERSITY OF MARYLAND BALTIMORE COUNTY
Degree
Major: English Magna Cum Laude
Double Minor: Creative Writing & Philosophy
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Associations
User Experience Professional Association (UXPA)
DC Metro Chapter (UXPA DC)
Association for Information Science & Technology (ASIS&T)
Interaction Design Foundation (IxDF)