Jeff Pearson is a Washington State resident and utilizes portals from multiple state agencies. He is also the Oversight Consultant for the Health and Human Services portal project. Jeff has eight years of IT project oversight experience on projects in multiple states. He also has nearly twenty years of product development experience. Most products he designed had a high level of user interaction. In this work, human centered design and the voice of the customer played key roles. All of this work requires the understanding of user needs and the ability to ask questions that elicit information key to the design.