INVOLVE/
EVOLVE
I help clients involve customers and stakeholders to evolve their products and propel success.
METHODS
Interviews
Hypothesis Tests
Preference Tests
Concept Tests
Usability Tests
Experiments
Surveys
Benchmarking
Card Sorting
Ethnographies
Diary Studies
Contextual Inquiries
Heuristic Evaluations
Site Visits
Focus Groups
Workshops
PROCESSES
Design Studies
Recruit Participants
Conduct Research
Synthesize Data
Analyze Results
Deliver Findings
Champion Recommendations
Define & Measure Success
Evangelize User-Centered Design
Utilize Affinity Mapping
Develop Journey Maps & Personas
Establish KPIs & OKRs
Empowering businesses through impactful user insights and strategic opportunities, my mission is to elevate team and business success.
With expertise spanning all phases and types of user research, my key competencies lie in qualitative and mixed methods research, driving user-centered design and design thinking, and conducting generative and evaluative research. I aim to craft presentations that deliver actionable findings, tell a story, and engage the audience. My years of experience span a wide range of industries, including healthcare, consumer, enterprise, and military. My commitment is to guide organizations towards user-centric excellence while fostering innovation and sustainable growth.
Work Samples
Personas for Audience Reach
For a digital information organization, I developed 5 personas using the qualitative and quantitative data from my research:
26 interviews
60-question survey
1000s of rows of user analytic data
20+ items of organizational materials
These personas brought much clarity to the organization about their audience, including who to target and how to improve reach.
Audience Metrics: Raising Engagement
I collaborated with stakeholders to understand their organization’s objectives, then developed an audience engagement plan so they could reach those goals.
Many organizations struggle with what to do with all the user and web data available to them. I connect the dots so they can see the path forward to success.
Elucidating
the Journey
In this multi-stage research for a medical device user interface and user engagement, I collaborated with 2 other researchers, 2 designers, and multiple client stakeholders to identify and solve problems for the device users.
73
Users surveyed
13
Users interviewed
across 11 states
4
Executive take-aways identified
11
Stakeholders tested prototype
3
Concepts for user engagement discovered
7
Foundational research questions answered
4
Priorities for MVP emerged
6
New opportunities brought to light
Metrics for Success
For a large enterprise organization I mocked up a website analytics dashboard to visualize key metrics and data about their website’s performance. I designed the dashboard to provide a quick, comprehensive overview of the website’s health and effectiveness, enabling data-driven decisions to improve user experience and achieve business goals.
For example, I recommended measuring frequency of errors (to fix issues, reduce friction, and increase user engagement) and actions completed (to increase the conversion rate and decrease friction in user flows).
Discovering Opportunities
Our driving research question was: How could the portal’s pay experience work better for its users and also increase timeliness of payments? Research activities included a review of the literature, user survey, user interviews and contextual inquiry, and stakeholder input.
We sought to challenge our assumptions, and indeed they were challenged! Using affinity diagramming, we identified seven main themes in the data, learning that it was lack of documentation, not lack of funds, that caused payment delays. This research initiative also resulted in a number of creative and testable ideas for motivating timely payments.
Service Blueprint for Evaluation & Redesign
Using qualitative and quantitative data gathered in multiple rounds of CX research, I created this service blueprint to visualize the whole ecosystem of technology, people, and processes. This allowed the client to evaluate service design effort and identify areas of strength as well as inefficiencies and points of friction. This service blueprint identified opportunities for differentiation from similar products, increased understanding across departments, and guided the redesign process.
Communicating
with Metaphor
UX research is not a solo occupation. Designers, product managers, engineers, account executives, and other stakeholders all collaborate to bring great products to life.
In a company-wide presentation, I used the metaphor of making lemonade to evangelize UX research and educate teams about the process. The problem space is full of lemons, so we collect user data (gather the lemons), synthesize the data (squeeze the juice), and share the findings (drink up!) to make great products that people love.
Sizing Up the Competition
In this study, I interviewed users of competitors and observed them completing tasks while using a think-aloud protocol to understand and compare products and identify key opportunities for the client.
