Generative AI Chat Bot POV Summer 2023
Crafted a POV about the current state of Gen AI Chat Bot Experiences and the opportunities to overcome the current pitfalls.
Project Breakdown - Not available due to NDA
Human-Centered Design | Meta-Analysis
Futures + Foresight POV: Metaverse Technologies + Healthcare CX Spring 2023
Led the crafting of a Futures POV of how Metaverse Technologies will impact the Patient Experience - 10 years in the future as well as the industry impacts harnessing STEELO, Futures Trend Wheels, and Cluster Analysis. Created Personas and Scenarios to illustrate the impact of the Futures on the Patient Experience.
Project Breakdown - Not available due to NDA
Futures + Foresight Methodology | STEELO |Futures Trend Wheels | Meta-Analysis Industries Scan
Contract Formative CX Research for CSC ServiceWorks 2022/23
Meta-Analysis across different surveys to gain additional insights into Consumers' laundry habits to understand and improve their satisfaction.
Generative research exploring the EV market from both consumer and property management perspectives.
Project Breakdown - Not available due to partner NDA.
Research - Convergent | Formative | Innovation | Modernization | Internet of Things | Remote | Meta-Analysis
Qualitative Studies | Summer + Fall
CX Qualitative Studies for Supernal (Air Mobility) 2022
Qualitative Studies | Summer + Fall
Leading and supporting generative research to explore the passenger experience to inform the design of the cabin 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 research planning and execution, 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. Consulting on CX Program development.
Project Breakdown - Not available due to NDA and innovative nature of work.
Research - Generative | Formative | Innovation | Service Design | Remote | CX Testing | Human Factors Literature Review Paper
CX Generative Laundry Research for CSC ServiceWorks 2021/2022
Designed a research study to complement and build upon a local pilot study to ensure the consideration of this business idea included all possibilities and challenges with high confidence including statistical results. I conducted a competitive analysis of the space, surveys across our national consumer base, and interviews with representative consumers to explore the business idea from the consumer perspective.
The study validated the business idea but revealed the assumptions about the appeal and needs of the consumers were not complete and not broad enough. The study established the portion of our consumer base who would benefit as well as their needs, their concerns and those related needs, and the longevity of their engagement. Produced personas to ensure the new business unit had actionable research artifacts along with a large formal report.
Project Breakdown - coming soon
Research - Divergent | Generative | Innovation | Modernization | Personas | Internet of Things | Remote | Personas | Study + Instrument Design
Consumer Segments/Personas v.001 for CSC ServiceWorks 2021-2022
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 | Innovation | Modernization | Personas | Internet of Things | Remote | Personas | Study + Instrument Design
Consumer Satisfaction Surveys for CSC ServiceWorks 2021-2022
Usability and Qualitative Studies - International | Winter + Spring + Summer 2020
As the Consumer Research Manager, I worked collaboratively with Product Management and other stakeholders to design a baseline and benchmark study of the consumer experience to move the organization to include consumer satisfaction as part of the definition of their overall success. I worked with stakeholders - Senior Leadership to integrate findings into other business reporting.
As the Consumer Research Manager, I worked collaboratively with Product Management and other stakeholders to design a baseline and benchmark study of the consumer experience to move the organization to include consumer satisfaction as part of the definition of their overall success. I worked with stakeholders - Senior Leadership to integrate findings into other business reporting.
Project Breakdown coming soon
Research - Evaluative | Innovation | Internet of Things | Mixed Methods | Survey Design | Remote
CX Usability and Qualitative Studies - International | Winter + Spring + Summer 2020
As the Consumer Research Manager, I worked collaboratively with Product Management and other stakeholders to design a baseline and benchmark study of the consumer experience to move the organization to include consumer satisfaction as part of the definition of their overall success. I worked with stakeholders - Senior Leadership to integrate findings into other business reporting.
Project Breakdown coming soon
Research - Evaluative | Innovation | Modernization | Internet of Things | Mixed Methods | Survey Design | Remote
Contract CX: 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 | Modernization | Strategy | Brand | Service Design | Cross-Channel | Remote | On-Site
Contract CX 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 - Generative + Formative + Evaluative | Strategy | Cross-Channel | Console | Mobile | Desktop | Ethnography | Personas
CX + UX Research + Strategy for Genentech's Physicians' Marketing 2016-2017
2 Ethnographic Studies to inform online | Fall 2016
.Com and communications) and offline (conference booth) experiences for 3 different specialists - Rheumatologists, Retinal Specialists, Ophthalmologists to inform acquisition and retention strategies
Research - Generative + Evaluative | Modernization | Strategy | Brand | Service Design | Ethnography | Personas
Cancer Immunotherapy Foundations | Winter 2016-2017
Exploring Cancer Immunotherapy + Getting to Know Oncologists with generative research to empower physicians' marketing teams to best serve and connect to Oncologists as Cancer immunotherapy evolves. Conducted validation study of Promise Statements, Card Sorting, Interviews, and Surveys to gain an understanding of mental models, expectations of pharma, and attitudes within the space.
Research - Generative + Evaluative | Innovation | Strategy | Card Sort | Concept Validation and Exploration (Positioning statements) | Brand | Personas | Omni Channel | Acquisition + Retention | Remote
Contract CX + UX Research + Strategy 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 Sorts, and Meta-Analysis of TMS Customer Research to inform .Com redesign strategy. Topline report empowered marketing in their pending .Com redesign and email campaigns, and prepared them to collaborate with TMS in redefining a more consumer-centric showroom experience.
Research - Formative | User Interviews | Modernization | Card Sort | Service Design | Brand | Web | Omni-Channel Experience Blueprints | Personas | Acquisition + Retention | Remote
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 - Generative + Evaluative | Innovation | Modernization | Strategy | Service Design | Thought Leadership