julia joseph parsons bba
DESCRIPTION
Management and Design PortfolioTRANSCRIPT
04
07
09
MSK Patient Finances
Illustrating Information
Design Research Methods
15
About Me
Iterative Design
11
2005 2006 2007 2008 2009 2010 2011
Education
Skills
Employment
University of Chicago Lab Schools
University of Wisconsin-MadisonParsons The New School For Design
Oilily USA Bortz Group
Al Johnson Art Inc.
Memorial Sloan-Kettering
Visual Merchandising
Marketing
Artist’s Assistant | InstallationsInnovation Lab Design Research
Design+Management
area indicates skill development and implementation
Newspaper Editor-in-ChiefWritingEditingLayout
Pagemaker
Window display planning / executionPromotional Material
Adobe suite
ResearchExecuted Marketing plans
Excel
Design StudiesFinance
GRAPHICDESIGN
DESIGN RESEARCH
INFORMATION DESIGN
PROJECT MANAGEMENT
CRITICALANALYSIS
about me
Design PrinciplesKnowledge and application a wide variety of principles and processes to enhance the design and development process in a wide variety of contexts. A clear foucs is placed on user experience design methodol-ogies: task flows, personas, scenarios, mental models, usability testing etc.
Through my education and professional experiences I have had the op-portunity not simply to understand theories and principles of strategic thinking and management of design and business but to them in real-world scenarios.
Process Understanding of the lifecycle of an idea from need finding and problem definition through brainstorming, prototyping and positioning.
Research and AnalysisExtensive experience of both academic research as well as ethonographic research
Project ManagementConsultation and creative direction of web strategies, markup structure, budgets etc with a proven track record of design management - incuding
remote teams.
2005 2006 2007 2008 2009 2010 2011
Education
Skills
Employment
University of Chicago Lab Schools
University of Wisconsin-MadisonParsons The New School For Design
Oilily USA Bortz Group
Al Johnson Art Inc.
Memorial Sloan-Kettering
Visual Merchandising
Marketing
Artist’s Assistant | InstallationsInnovation Lab Design Research
Design+Management
area indicates skill development and implementation
Newspaper Editor-in-ChiefWritingEditingLayout
Pagemaker
Window display planning / executionPromotional Material
Adobe suite
ResearchExecuted Marketing plans
Excel
Design StudiesFinance
GRAPHICDESIGN
DESIGN RESEARCH
INFORMATION DESIGN
PROJECT MANAGEMENT
CRITICALANALYSIS
5Process Understanding of the lifecycle of an idea from need finding and problem definition through brainstorming, prototyping and positioning.
Research and AnalysisExtensive experience of both academic research as well as ethonographic research
Project ManagementConsultation and creative direction of web strategies, markup structure, budgets etc with a proven track record of design management - incuding
remote teams.
Traditional print & logo designHand-crafted vector design for more traditional forms of marketing collateral such as: logo design, style guides, brochures, posters, business cards etc.
7
Noise Pollution
Given the central role of research in all of the disciplines studied in the Design + Management curriculum at Parsons, our understanding and ability to employ relavent research methods is essential.
This research report was a semester-long project designed to showcase our ability to appropriately use, apply and analyze different methods of research to address an area of research based on the identification of a question concerning New York City residents.
Process• Areaofresearchandproblemidentification• Researchstrategyandplaning• Expertinterviewsandresearchreportanalysis• Designandexecutionofourownmethods,tailoredspecificallytotargetuserandresearchquestion
Exercise 8Contextual Inquiry, Part I
Procedure/Structure
1. Introduction and Warm-up
• set up equipment, explain to user they will be wearing headphones
• explain the purpose of experiment in broad detail
• emphasize role as observer and learner
• remind the participant to narrate what he or she is doing and no to go for deep explanations
2. Instructions What to say: "Keep your eyes closed. I am going to play you a series of sounds. Each sound you hear tell me your instant reaction. Say the first word that comes to mind...." -(the key is not to tell them exactly what reaction you are trying to get from them)
3. Main observation period Play each sound below one at a time, allow user to vocalize reaction, write down what is said. Playlist
a. Car hornb. Car sirenc. Constructiond. Train stop (until 27th second)e. Muffled TV (until 50th second)
4. Follow-up interview Ask them in-depth questions to clarify their reactions, understand their emotions.
• Why did you say this when you heard this?
• What is it that makes you feel this way?
• Give specific examples.
5. Wrap-up Asking the participant about the contextual inquiry experience from his or her perspective.
• Was there anything about it that made him or her anxious?
• Is there anything the participant would like to do differently?
• Are there things that we, as the apprentice, could do differently?
REsupply supplies you with quality plastic products to help you become more sustainable. REsupply will be
available at several local neighborhood venues.
Once your REsupply product has come to the end of its lifecycle, it can be returned to
any participating retailer, where your deposit will be returned to you. That deposit can then be used for the purchase of your
next REsupply container!
REsupply products are designed with the user in mind. They are made with number 5 plastic, which is commercially recyclable, microwave proof, diswasher proof
REsupply
REsupply’s goal is to REculture of the way people think about the reuse of food containers. REsupply is a system that seeks to change
habits, influence sustainability, redesign infrastructure and promote ef-fective recycling practices.
before RE after RE
REsupplydesigncycle
culture
use REsupply
venue
REsupply helps you easily form new, sustainable habits.
ProblemIdentification
Observation ProblemDefinition
Research Brainstorming Conception ConceptDevelopment
DesignPrototype
UserTesting
DesignEvaluation
Refinement
Research/Brainstorming
9
RE fill
culturestoreuse REsupply accessories line
RE fill
culturestoreuse
Did you RE today?
RE fill
culturestoreuseRE fill
culturestoreuseRE fill
culturestoreuse
Don’t forget your REsupply containers!
REsupply softbag
REsupply hardbag REsupply utensils box
REsupply door sticker REsupply t-shirt
16 OZ
REsupply cup heat insulator
ReSupply
This container reuse service design was developed beginning with opportunity identification. After discussion, analysis and research an emphasis was put on rapid prototyping, evaluation and refinement of ideas to enhance the design develpment process.
Problems identified with food containers (both disposable and reusable) were discussed and researched at length. Our areas of interest for develpment included practicality, durability, hygene, user-friendliness and sustainability.
Process• ResearchanddesignprocessesutilizedinthisprojectareillustratedintheREthinkandREsearchdiagrams
LegalIssues
MarketResearch
ScientificInquiry
Current Trends/
Tendencies
GovernmentalBusiness Incentives
Hygiene/Health
RegulationsUser
Groups
Demographics CostAnalysis
GeographicMarketDefinition
IndustryCompetitive
MarketAnalysis
CompetitorAnalysis
Facts
Material
Health/Hygiene
Lifestyle
SocialMedia
Platforms
Trendsin general
Designfor the
product line
Branding/corporate identity
Theirapplicationto ourmarketing strategy
Scientific Inquiry Market Research
Legal IssuesCurrent Trends/Tendencies
RE fill
culturestoreuse REsupply product line
PICK UP and
PURCHASE
Although available, use of RE containers is not required in order to eat or get food from these establishments. Disposable containers will still be available as the product is phased in, however users will incur a small fee.
When ordering food, customers will have the choice between using a disposable container, a newly purchased RE container, or a previously owned RE container the owner has sanitized him or herself.
PCF Phase 0Project // Mapping
Service MappingApproved, In-Network, PPO, POS, Out-Patient
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PATIENT INTERACTION
INTERNAL INTERACTION
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VISIBILITY
copies of medical records
Contacts MSK and faxes records
POA / PAS startsconversation
• MSKCC.org• Cadence• Outlook
insurance card
Asks insurance agency and MSK questions about insurance and/or looks online.
POA/PAS transfer call to PFS or insur-ance
PFS updates record in cadence w/ insurance information
PFS tells patient they are in-network or out-network
new visit appointment
Slide Scans
decides to schedule and requests slide scans to be sent to MSK from referring MD prior to appointment
POA / PAS calls and requests slide scans
CadenceCIS
registers by phone to give demographic information and to get MRN #
PFS calls to obtain demo-graphic and insurance information and creates MRN #
SMSCadencePatient Portal
Patient Portal registrationPFS Phone CallMRN#
arrives for PFS office to sign documents
PFS gives documents to sign and copies ID to complete registration
consent formAOBGOA
goes for first MD appoint-ment and completes all new visit paperwork
SA verifies ID and checks in for appoint-ment
SA II enters patient information form
EMR
decides to stay for treatment
MD discusses plan for treatment
POA refers to PFS for ques-tions on cost of treatment
asks cost of treatment
goes home
MD / SA completes charge ticket and submits bill to PBD
PBD recieves charge ticket and enters into IDX and send claim to insurance company.
POA maintains copies of charge ticket for 6 months
Ancillary Systems- lab, pharmacy, radiologyIDX GE- physician billing system
calls to check and request pre-certification done for specific services
PFS pre-certifies radiology/ procedures
POA / SA communi-cates CPT code to PFS
begins treat-ment
goes home
CIC scans clinical notes and medical records
MD sends clinical note to referring MD
Insurance pays PBD clinic
MSK bills-1) guide to billing2) explanation of outpatient bill3) FAP
EOBSMSK billsEOBS
receives MSK bills and insurance EOBs, access patient portal to see or pay current balance
patient charges electronically uploaded on patient portal for viewing
PA / PBD sends bill to patient
Patient PortalIDX GESMS, Siemens
EMREclypsis
does not understand balance because EOB does not match bill, and/or cannot a�ord pay, and/or ignores bill
patient calls PA / PFS or goes to PFS o�ce with questions on bill and/or calls patient representative if thinks unfairly charged.
PBD or PA reviews charges and then calls back
If requested SA/POA refers to PFS w/ questions about bill
POA/SA advises to contact insurance and/or PBD/PA
after inquiry at bill PBD / PA reviews bill - may contact MD o�ce for clarification
pays co-payment balance
PBD records payment
Compliance audits periodoically
PBD / PA writes o� charges
Office ? checks EMR reconcilation report to ensure MD documents all out-patient visits and follows up on missing notes
MD documents missing notes or requests reversal of charges
HISIDX GE
insurance bill
Referral Assistants or POA waits for faxes and creates record in cadence
Records are reviewed by PAS/RN/MD
MSKCC.orgInsurer Web-siteCadenceDOH website
POA/PAS calls after records are reviewed, schedules MD appointment, enters exter-nal MD infor-mation, requests interpreter if needed, and submits pathology/radiology materi-als prior to appointment.
POA/PASregisters for patient portal
education materialsappointment reminder medical notes
POA/SA schedules future appointments
Cadence CIS
SA scans any medical reports done outside of MSK
intero�ce mail- PBD
PCF Phase 0Project // Mapping
Service MappingHMO, Out-of-Network, PPO/POS, MCI
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INTERNAL INTERACTION
CONT
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MSKCC.org or ASKPAInsurance WebsiteCadence
Cadence Outlook
Outlook Cadence
insurance cardMSK Website
PFS updates record with insurance information
PFS says they are out of network and depending on POS/HMO, they need to obtain authorization for compre-hensive consult
PCAP counsels and educates on insurance
PFS/PCAP con�rms authorization for PAS for OON authorization for manage care
tries to get authorization for insurance and then calls MSK with insurance information and/or faxes authorization to PCAP/PAS/PFS
decides to schedule
POA / PAS enter appoint-ment and call on phone.
POA/PAS schedules MD appointment, enters external MD information, and requests interpreter if needed
SA collects green sheet to place with patient packet for MD to see
PFS/PAS/PCAP documents conversation and counsel-ing and emails MD o�ce to communicate status
insurance company can fax authoriza-tion to PCAP/PAS/ PFS
Cadence
phone call
complete pre-registration by phone giving demographic and insurance information
POA / PASregisters patient for patient portal
PFS places MCI with date
SMSPatient Portal
gives authori-zation at PFS when they arrive for appointment
green card
completes registration with PFS by signing documents, then goes for �rst MD appointment
Patient Portal
SA checks in for appoint-ment and veri�es ID
SA II enters PIF
Cadence EMR
decides to stay for treatment
MD discusses plan for treatment
decides to speak with PFS Post Consult
MD / SA completes and submits outpatient charge-ticket orMD takes bill back to o�ce and MD / POA completes and submits bill
POA / PFS facilitates request of pre-certi�cation as needed
If MCI hold lifted, PFS emails MD o�ce
MCCM
begins treatment
CIC scans clinical notes and medical records
MD sends clinical note to referring MD
Insurance pays PBD clinic
patient recieves MSK bills and insurance EDBs
patient gets monthly PBD and PA bills
patient access MSKCC �nancial portal to pay or see current balance
patient charges uploaded on patient portal for viewing
PA / PBD sends bill to patient
Patient PortalSMSPBD System
patient portal
pays balance, contacts patient representative or POA/PBD with questions about charges
PBD / PA refers case to case management
Bluemark (charity care system)
applies for charity care / settlement payment and deemed eligible for FAP or pays making their balance zero
Financial assistance in process to determine eligibility for charity care
PBD / PA writes o� charges
HIS
PBD / PA communicates adjusted charges as appropriate
ineligible for FAP and recieves collection letter
SMSMCI BlockCadence
SAII shows clinician green sheet
POA/SA fax disposition to PFS
copy of disposition
PFS discusses cost and options in post consult
tries to get authorization fortreatment
PFS sends MCI email
Case manage-ment intervenes, if needed, and requests letter of medical necessity from MD o�ce, PCAP
Outlook
HOLD lifted by PFS
Gets authori-zation or pays based on disposition, requests letter of medical necessity from MD o�ce
copies of medical records
Contacts MSK and faxes records
POA / PAS startsconversation
• MSKCC.org• Cadence• Outlook
Referral Assistants or POA waits for faxes and creates record in cadence
Records are reviewed by PAS/RN/MD
Asks insurance agency and MSK questions about insurance and/or looks online.
POA/PAS transfer call to PFS or insurance, if not in network, charges need authorization or pay cost referred to PCAP
PFS calls to obtain demographic and insurance information and creates MRN #
PFS gives documents to sign and copies ID to complete registration and issues green card/sheet
POA refers to PFS for questions on cost of treatment
Ancillary Systems- lab, pharmacy, radiologyIDX GE- physician billing system
PBD recieves charge ticket and enters and send claim to insurance company, assigns codes for bill for 3rd party claim, sends copies of charge ticket to POA
POA maintains copies of charge ticket for 6 months
SA/POA Corrected charge ticket resubmitted to PBD
calls to check and request pre-certi�cation done for speci�c services
does not understand balance because EOB does not match bill, and/or cannot a�ord pay, and/or ignores bill
MSK bills-1) guide to billing2) explanation of outpatient bill3) FAP
EOBS
PBD or PA reviews and discusses with patient charges and then calls back
If requested SA/POA refers to PFS to discuss Financial Assistance
POA/SA advises to contact insurance and/or PBD/PA
after inquiry at bill PBD / PA reviews bill - may contact MD o�ce for clari�cation
Compliance audits physical bills and dictated notes two times a year
O�ce ? checks EMR reconcila-tion report to ensure MD documents all out-patient visits and follows up on missing notes
MD documents missing notes or requests reversal of charges
PCF Phase 0Project // Mapping
Service MappingSchedu;e Admissions “In Network,” Surgery
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PATIENT INTERACTION
INTERNAL INTERACTION
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copies of medical records
�rst contacta) call
b) websitec) walk in
medical reports faxed
to MSK
patient access online
resources
patient speaks to
POA / PAS
start conversation
MSKCC.org
Insurer webpage
MSKCC.org
Insurer webpage
outlook and cadence
insurance card ID number
MSK website for new patients
insurance Questa) refer to PFS
b) Insurance agentc) access resources
POA/PAS answers ?s or transfer call to
PFS or insurance
look for insurance
information
PFS record of insurance
informationcreating a record in cadence
referal assistances waiting for faxes/ logs
them in
PFS tells patient they
are in-network or
out-network
patient calls back 1-has info about
insurer
get referral from PCP
patient decides to schedule
POA / PAS enter into
Cadence call patient on
phone
POA / PAS schedules MD appointment
POA / PAS enters
external referring MD
POArequests
interpreter through LAP
Cadence
PFS pre-registration phone call to patient# MRN
pre-registration by phone MRN #
SA / POA / PASregisters
patient for patient portal(where they can review
charges)
create MRN pre-
registration
enter into PA (SMS) system
Patient Portal
Patient Portal registration
Patient arrives for PFS
appointment
Patient arrives to PFS to register
sign consent AOBGOAetc.
registered including
signing docs
patient account
created in Patient Portal
SA verify patient ID
go for �rst appointment
(MD)
Patient arrives to clinic
appointment for inital visit
Patient completes MD
information form for
referral info
Patient is checked in for appointment
SA II enters PIF into Cadence
Cadence EMR
patient decides to
stay for treatment
MD discusses plan for
treatment with patient
patient asks cost of
treatment - referred to PFS
MD / SA completes /
submit outpatient
charge-ticket or
MD takes bill back to o�ce
MD / POA completes / submits bill
PBD recieves charge and enters and send claim
CIC coding for 3rd party
claim
copies of charge tickets
sent from clinic to POA’s in
o�ce
POA’s maintains copies of
charge ticket for 6 months
Corrected charge ticket resubmitted
Incomplete charge ticket
rejected by PBD or charge ticket
sent back to o�ce / clinic
Insurance recieves claim and processes
Ancillary systems:
Lab, pharmacy,
radiology, pt
IDX GE
patient calls to check pre-certi�cation done for speci�c services
patient requests pre-certi�cation:
SA / POA / PFS facilitates as
needed
case manage-ment contacts MD o�ce for
letter of medical
necessity
PFS pre-certi�es
services
POA / SA communi-cates CPT
code to PFS
PFS contacts insurance
veri�es POS / PPO when
pre-certifying SX, RT, high
cost drug
Case manage-ment appeals
system
MCCM (case manage-ment system)
CIC scans clinical notes /
medical records
MD sends note to
referring MD
admit lands on PFS
reservation log
POA/SA enters case in
OpTime
veri�cation of bene�ts
patient goes to pre-surgical
testing
PFS contact CM Of
Insurance and initiates
Pre-Certi�cation
Insurance Carriers Issues Authorization
OR Scheduling System OpTime
PA System
day before admission, pt receives call on time and
location
arrives to designated
area
patients o�ered private rooms/teleph
one
PSC unit asst veri�es pt ID,
procedure, and directs patient
to area
MD documents op
note or inpt note
MD/o�ce generates
charge ticket/submits
to PBD (maintains
copy)
CM initiates concurrent
reviews every other day with
insurance
Appeal Process during inpt stay
(concurrent) CM/Attending
Physician
case info tracked in OpTime
pharmacy charges
captured by patient
accounts
enter pay or contacts
clinical into MCCM for insurance
companies
CM arranges D/C plan
Home care covered or not
coveredCM discusses with patient
CM sets up discharge planning
during concurrent
review
CIC scans inpt chart
charges sent to insurance/
patient
CIC coders generate inpt
hospital charges
EMR, billinb systems
PBD / PA communicates
adjusted charges as
appropriate
discharged
patient receives
discharge plan
POA/SA communi-cates to pt.
surgery date/ admit date
Admitting calls patient with time of admission
patient assigned bed
authorization obtained including
number of approved days
Case Management/
PFS System
smart card message
entered into SMS/MCCM re: approved # of
days
receives treatment or has surgery
patient receives care/
treatment procedure
CM discusses coverage with
patient
Esig
medicaid record forms
database
clindoc, ESig, OpTime,
Pharmacy system
USPS
patient portal
sirius system
D/C planning in MCCM
patient given meds and discharge
order
patient receives EOB/LTTR shows
balance not covered from
insurance
insurance company
pays/denies charges
appeal inpatient denials in
house with CM or
outsource NCD
PBD/PA works with insurance
to collect charges
CM/PA system
patient calls Pa or PS
inquiry unit
EOB uncov-ered balance bills
patient pays balance or copay
deductible or cannot- (is referred to
PA/PBD)
patient calls POA/SA/PFS/Pati
ent Rep / walk-ins with
question about bill
CM/NCO contacts pt for
consent appeal
“0” balance
“0” balance
“0” balance
Insurance recieves claim and processes
Ancillary systems:
Lab, pharmacy,
radiology, pt
IDX GE
Case manage-ment appeals
system
MCCM (case manage-ment system)
Initial map iterations
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PPOR
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OCES
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INTERNAL INTERACTION
VISIBILITY
registration
Day of �rst consult Treatment
PCF blueprint
PFS pre-certi�es radiology/ procedures
POA / SA communicates
CPT code to PFS
PA/PBD sends bill to patient
Cadence CIS
Insurance company pays
MSK
For MCI patients please see additional diagram
Patient information
uploaded for viewing on
patient portal
consult
Medical recordsMCI memo Physicians Bill
Hospital billEOB
EOB
DIsposition form
Patient goes to consult physician for �rst appointment
Clincal SA gets patient’s medical records and MCI memo. Begins
consult
Dr. meets with patient. Discusses further treatment courses of action
POA/SA schedules future appointments for tests or treatment
Clinical SA gives doctor MCI
memo
Doctor gets patients �le and
receives MCI memo
Clincal SA faxes disposition form
completed by physician to PFS
PFS receives disposition form.
Prepares for post-consult appointment
POA refers to PFS for
questions on cost of
treatment
MD / SA completes
charge ticket and submits bill
to PBD
SA scans any medical reports done outside of
MSK
pre-registration
PFS contacts patient. Obtains
personal and insurance
information
Communicates patient’s �nancial responsibility and
what is needed for initial visit
including $550 payment
Identi�es whether paitent
falls into MCI category based
on insurance info
Enters information into
cadence
PFS contacts patient. Obtains insurance information
Patient’s SSN, personal information and insurance provider
if yes
Arrives 30 minutes before
consult and checks in at registration
Patient’s physical ID, insurance information
Goes to waiting area and is seen by next available
�nancial interviewer
Financial interviewer
reviews forms and contracts,
obtainpatient signatures
Informs patient they must return
after appt. for post consult
Meets with �nancial
interviewer.
Patient decides to continue
treatment at MSK
Schedules appointment for
further treatment
Patient goes home
Veri�es pre-certi�cation
for speci�c services with
insurance
Receives Hospital bill, Physicians bill
and insurance EOB
Patient begins treatment with
MSK
Pays co-payment if applicable
AOBGOAgreen identi�cation card, MCI Memo for physician
Registration checks in patient, obtains I.D. and insurance info
Understand Involve Identify Show Implement
ObservationInterviewsShadowingIdentify Touchpoints
Data AnalysisDesign Activities• mindmapping• storyboarding• storytelling• creative play
Target Areas of InterestIdentify InsightsPersonasPrototyping
MappingVisualizationBlueprintEvaluation
ImplementationDelivery
Stages of Service Design-Opportunities for Engaging the User
Memorial Sloan-Kettering
As an intern in the Strategic Plannning and Innovation Lab at Sloan-Kettering I was involved in a number of different projects but my primary focus was dealing with patient-centered-finances. The hospital wanted to improve the billing process both in the hospital and for patients. The systhem is incredibly complex, so I focused on visualizng complexity through a service blueprint.
Process• interviewingpatientsandmanagingfocusgroups• shadowingemployeesforobservationalresearch• collectionandanalysisofdatafrombrainstorms
I’m 45 and at Memorial Sloan-Kettering to visit my mom. I come into the gift shop with my wife Heather. I know all I want is coffee and a news-paper so I head straight there and pay imme-diately at the main counter. My wife Heather drifts over to the cards and decides to pick up a balloon and some flowers. She asked for ad-vice but I really didn’t have an opinion.
My name is Daniel and I’m 11. I came from Oregon to MSK with my family to get treatment for my leukemia. I get bored sometimes so my pediatric nurse takes me over to the gift store. I don’t really buy anything, I like to look at some of the toys. It’s hard though because I can’t go everywhere I want with my wheelchair. My par-ents are here getting food in the cafeteria.
I’m 51 and have been working at MSK for years as an administrator. I come to the gift shop a lot during my breaks. I like to try out the lo-tions for fun. I expect them to keep my favorite brand of panty hose in stock in case I need them. Sometimes I’ll grab a latte, and today my son made me promise to pick him up some silly bands.
Alan Gordon
Daniel Ashcroft
Liz Duncan
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Visual Autobiography
This diagram was created during my second semester at Parsons when I was beginning to learn about infographics. I became completely enamored with the idea, and this piece just sort of emerged from my interest and doodling. Noupe.com named one of my journal diagrams in their article “Stunning Infographics and Data Visualization. http://www.noupe.com/inspiration/stunning-infographics-and-data-visualization.html