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
Research - Formative + Evaluative | Strategy | Card Sort | Concept Validation | Brand | Experience Blueprints | Acquisition + Retention | Thought Leadership | Remote
Contract Content Strategy for Elavon.com Redesign 2014
Conducted a content analysis of an existing and newly acquired .Com to identify overlap and relevant content for a redesign including ROT analysis, and proposed a new approach.
Research - Formative + Evaluative | Strategy | Card Sort | Concept Validation | Brand | Experience Blueprints | Acquisition + Retention | Thought Leadership | Remote
Contract Card Sorting for CTIA Wireless Lobbyist 2013
With only 100 hours available for a new Navigation Strategy, I conducted a content inventory and ROT analysis, conducted card sorts with representative users, and drafted a Navigation Strategy. Research - Formative + Summative | Strategy | Card Sort | Information Architecture | Page Type Template Design
Service Design Evaluation for Lowes Home Improvement 2011-2012
Cross-Channel Heuristic Evaluation: Customer Experience from home planning to shopping online, and in-store research and purchase for customer loyalty program | Winter 2012
Research - Formative + Generative + Summative | Strategy | Service Design | Thought Leadership
Research + Testing for The George Washington University 2010-2011
User Research to establish requirements for CMS product purchase | Winter 2011
A/B Testing to evaluate CMS replacement candidates | Winter – Spring 2011
Concept Testing to validate CMS (Drupal) customization strategy | Spring 2011
Research - Formative + Generative + Evaluative + Summative | Strategy | Contextual Inquiry | Stakeholder Interviews | Design Thinking | Personas | Workflows | Participatory Design | A/B Testing | Thought Leadership
Contract User Research + Usability Testing for Golf Channel's GolfNow 2010
Conducted User Research to identify user groups and tasks for the GolfNow mobile app | Summer 2010
A/B Testing product concepts and designs for GolfNow Mobile Apps | Summer 2010
User Research for Golf Central B2B Dashboard | Fall 2010
Research - Formative + Generative + Evaluative + Summative | Strategy | Stakeholder Interviews | Personas/User Profiles | Mobile | Product Design | Interaction Design | Concept Validation | Usability Testing | Thought Leadership | Remote
Contract Analysis + Strategy for E! 2010
“Ride-Along” on Brand Research tour | Winter 2010
Persona definition via collaboration with internal Research team | Winter-Spring 2010
Content Analysis against research for new Content Strategy
Card Sort to inform UX Strategy and IA | Spring 2010
Defined a CMS strategy to streamline work and ensure compliance with Content Strategy and Business Objectives.
Research - Formative + Evaluative | Strategy | Stakeholder Interviews | Personas | Participatory Design | Thought Leadership
Research + Testing for Kadoo, Inc 2008
Baseline Testing to inform product and UX planning | Winter 2008
User Research to inform product and design decisions | Spring – Summer 2008
Iterative Paper Prototype Testing to validate design patterns | Spring – Summer 2008
Brand Focus Group to validate homepage design and alignment to brand | Spring 2008
Research - Formative + Generative + Evaluative + Summative | Strategy | Product Design | Baseline Testing | Iterative Paper Prototyping | Interaction Design | Thought Leadership
Analysis, Evaluations, Research, + Testing for Social Security Administration (SSA) 2002-2006
Contracted via LMIT as staff augmentation, my primary responsibility was supporting the SSA’s effort to modernize the disability process. I also worked on several smaller efforts including web-based apps and informational sites. Disability projects included internal processing of claims from local>state>federal levels, as well as public experiences. Smaller efforts included SSA.gov and internal informational and application projects.
User Research - Contextual Inquiries | 2002-2006
A/B Testing | 2002-2006
Usability Testing | 2002-2006
Heuristic Evaluations | 2002-2006
Positioning validation (internal) | 2005
Special Project: Exploring the usability and usefulness of UX Deliverables | 2005
Research - Formative + Generative + Evaluative + Summative | Product Design | Baseline Testing | Iterative A/B Testing | Interaction Design | Personas | Contextual Inquiry | Thought Leadership
Focus Group for Yale Law School 2001
Focus group to inform site strategy and information architecture | Summer 2001
Generative + Formative
Meta Analysis and Testing Unilever’s Dove.com for Ryan Partnership (Interactive) 2000-2001
Meta analysis to inform UX strategy | Fall 2000
A/B Testing to validate UX strategy and information architecture | Winter 2001
Research - Formative + Evaluative | Strategy | Information Architecture | A/B Testing | Brand | Thought Leadership