The job isn't to catch up to the status quo; the job is to invent the status quo. —Seth Godin
POV + Thought Leadership: The Challenges, Failures, and Opportunities of GenAI Chat Bot 2023
Led the exploration and crafting of this Thought Leadership and POV presentation to be used internally across BUs to promote working together on business development efforts and used with pitches.
Project Breakdown - Coming Soon
Industry Scan| Research - Literature Review | Human-Centered Design | Remote | Meta-Analysis
Futures + Foresight POV: The impact of metaverse technologies on healthcare 2023
Led the expansion of a previous effort to include the impact of metaverse technologies, academic research government statistics, and all phases of the patient journey as well as future patient scenarios to drive the understanding of the impacts and pivots on patient health outcomes while facilitating the conversation with different facets of the healthcare industry.
Project Breakdown - Coming Soon
Research - Divergent | Futures + Foresight | Human-Centered Design | Remote | Meta-Analysis
Meta-Analysis across different surveys to gain additional insights into Consumers' laundry habits to understand and improve their satisfaction.
Project Breakdown - Not available due to partner NDA.
Research - Convergent | Formative | Innovation | Modernization | Internet of Things | Remote | Meta-Analysis
Qualitative Studies for Supernal (Air Mobility) 2022
Qualitative Studies | Summer + Fall
Leading and supporting iterative passenger flight experience testing of a new type of transportation - Air Mobility to answer product and leadership questions about the passenger experience that is coming to fruition. My role includes planning, coordinating mock-up changes with engineers, coordinating with recruiting, conducting activities, and analysis and reports. Also leading initiatives to create journey maps and Literature Reviews completed by vendors.
Project Breakdown - Not available due to NDA and innovative nature of work.
Qualitative Studies | Winter + Spring 2021
Conducted a divergent research effort as the Consumer Research Manager to establish an understanding of consumer perceptions that would set the foundation for convergent research and a draft of personas. I worked collaboratively with the Product Management team and leadership across the organization to understand questions about our consumers and understand the different facets of our industry and service to define surveys and follow-up interviews to probe our basic topics to establish consumer perceptions about - laundry, technology, and themselves to define consumer segments/draft personas. Presented to executives, leadership, and product team.
Project Breakdown coming soon
Research - Divergent | Generative | Personas | Internet of Things | Remote | Personas
Usability and Qualitative Studies - International | Winter + Spring + Summer 2020
As the Consumer Research Manager I worked collaboratively with Product Management to design a baseline and benchmark satisfaction points of the consumer experience to move the organization to include consumer satisfaction as part of our overall success.
Project Breakdown coming soon
Research - Evaluative | Survey Design | Remote
Contract Usability Studies for Amazon Goodreads 2020
Usability and Qualitative Studies - International | Winter + Spring + Summer 2020
Conducting quick usability studies and qualitative interviews to inform their redesign and expand their understanding of their users - both members and non-members.
Research Generative + Summative | Desktop | Mobile | Usability | International | Remote | Social
Contract International Cognitive and Usability Studies for Facebook and other Facebook products 2019 - 2020
Cognitive Studies - International | Fall 2019 and Winter 2020
Working as support to three studies and an Analysis lead on two via Applause.
1 large and 1 small study engaged several moderators across the globe to gather qualitative feedback from people in several countries in exploring the usability of survey items across languages and cultures in 12 international markets on top consumer concerns.
1 Smaller qualitative study explored the name of a new mobile app to ensure it resonated with targeted users and had a consistent meaning across cultures - 10 international markets.
Usability Study - International 8 Countries | Winter 2019
Working as a lead and support to a Usability Study for Messenger producing a final report that included a comparison to a Spring study as well as in-depth insights of previously identified usability issues. The study had been designed by another lead in the first study.
Research - Formative + Summative | Brand | Desktop | Mobile | Usability | International | Remote | Social
Contract Customer Experience: Competitive Analysis, Opportunities, and Vision for US Cellular 2019
Explored the competitive space of the cellular retail experience - both offline and online as well as the industry trends to identify the baseline cross-channel customer experience to inform a proprietary mobile product.
Research - Formative + Generative | Strategy | Brand | Service Design | Cross-Channel | Remote | On-Site
Contract Evaluation + Strategy of NikePlus 2018
A competitive and heuristic analysis of the retail shoe and member experiences to identify gaps in the shoe market's customer experiences on .Com and Mobile apps.
Competitive Analysis | Heuristic Evaluation | Strategy | Brand | Desktop | Mobile | Remote
Contract User Experience Research + Strategy for Sling TV 2018
A Product Management leader decided to introduce his Product and UX teams to User Experience Research. While we decided how to make the research results both usable and useful, the engagement expanded to include strategy.
In-home studies were conducted to gain a holistic understanding of the user experience including accessing Sling TV and its competitors using different devices such as Play Station, Amazon Fire Stick, XBox 360, Roku, etc. with Cross-Channel considerations of Desktop and Mobile | Winter 2018
Card Sorting to explore the mental models around accessing Episodic and Movie content. | Spring 2018
Interviews with sports fans to gain an initial understanding of the Sports consumption experience, needs, and user objectives to inform the definition and design of a Sports landing page and navigation. | Spring 2018
Iterative A/B Testing to validate the redesign direction including navigation and initial design patterns for Live and OnDemand, omni-channel experience, and console experiences | Winter + Spring 2018
Project Breakdown -- currently drafting - almost done
Research - Formative + Generative + Summative + Evaluative | Strategy | Cross-Channel | Console | Mobile | Desktop | Ethnography | Personas
Contract User Research for Toyota Financial Services 2016
Formative Research - Explored the pain points of financing a new car after Toyota Motor Sales identified that the finance portion of the customer experience is the most painful. Conducted User Interviews, Card Sorting, and TMS Customer Research Meta-Analysis to inform .Com redesign content strategy. Topline report empowered marketing in their pending .Com and email campaigns, and prepared them to collaborate with TMS in redefining the showroom experience.
Project Breakdown coming soon
User Interviews | Card Sort | Service Design | Brand | Web | Omni-Channel Experience Blueprints | Personas | Acquisition + Retention | Remote
Contract Evaluations for Country Music Television 2015
Conducted a heuristic evaluation + meta-analysis of strong brand research to craft a strategy to inform offline and online experiences and marketing efforts | Remote
Contract Meta-Analysis + Strategy for Toyota Financial Systems Customer Portal 2014
Project Breakdown Research - Formative + Evaluative | Strategy | Card Sort | Concept Validation | Brand | Experience Blueprints | Acquisition + Retention | Thought Leadership | Remote