My experience SaaS and Enterprise experience crosses many industries including regulated or federal government enterprise systems. This collection is for your easy reference.
Enterprise SaaS
B2B: WEX, Inc
A new enterprise B2B SaaS offering to expand their business from a focus on Fuel Cards to "Beyond Fuel". Being new to the space I ramped up reviewing previous research in this space and interviewed stakeholders. It became clear that there wasn't an understanding of all the different roles within Commercial Fleet Management, and their first focus in Beyond Fuel is Maintenance and Repair of Commercial Fleet Vehicles. This indicates there is an ecosystem, although their focus in supporting Commercial Fleet Management I quickly found two primary tools support the Merchant side which typically integrate with Commercial Fleet Management tools. To support Commercial Fleet Management well in servicing their vehicles means understanding who they are working with on the Merchant side. Within this - understanding the specialities within the roles including those who focus on regulation and certifications and government relationships. I spun up two quick qualitative studies - Merchant and Commercial Fleet Management roles to provide everyone with a foundation of knowledge to move forward with an begin informing their product roadmap.
Formed a foundation of the Beyond Fuel ecosystem
Informed the definition and roadmap for a new product suite with a series of qualitative studies and prepared for quantitative personas with the design of a quantitative survey.
Formative, Qualitative Study Exploring Commerical Fleet Roles and Value Drivers
Designed and facilitated qualitative, moderated interviews with different roles within Commercial Fleets to understand their perspective to inform a broader, quantitative study to validate assumptions, ensure the breadth of the study, and establish frequency and saliency of themes to inform product priorities and road map. Also used to inform convergent studies to explore prominent themes.
Research - Formative | Interviews | Remote | Meta-Analysis
Formative, Qualitative Study Exploring Commerical Fleet Service Shops (Independent and National Chain) and their relationships with Commercial Fleets
Designed a study - unmoderated interviews using UserTesting.com. Explored Merchants' mental models and perspectives about commercial fleet service to inform a broader, quantitative study to be outsourced to an agency as well as studies with Commercial Fleet (small to large fleets) roles responsible for service coordination, central garage service, contracts, etc.
Project Breakdown - coming soon
Research - Convergent | Interviews | Remote | Meta-Analysis
Formative, Usability Testing Validating the application of contemporary design patterns and design system to an existing B2B SaaS portal
Designed an unmoderated usability test to validate the usability and needed improvements to the user experience with the application of contemporary design patterns and the design system. Also gathered expectations of the homepage and feedback about the dashboard concept.
Research - Formative + Evaluative | Interviews | Remote | Meta-Analysis
CSC Service Works
The company has 3 systems - internal payment and service management (coming to fruition), Sales CRM, and Consumer Experiences. Although my focus was on the consumer focus, I influenced the internal payment and service management work with a highlight of the impact of payment and service management to consumer experiences.
B2B: EV Charging for Residential Apartments
Explored both Property Managers' and Residents' perspectives of EVs and Hybrids, ownership and their charging options and vendors.
Project Breakdown - coming soon
Qualitative and Quantitative EV Study
Remote | Quantitative Surveys + Statistically Significant Representation and Results
Meta-Analysis across different surveys to gain additional insights into Consumers' laundry habits to understand and improve their satisfaction and identify additional engagement and partner opportunities.
Project Breakdown - Not available due to partner NDA.
Research - Convergent | Jobs-to-be-done | Formative | Innovation | Modernization | Internet of Things | Consumer Product Goods | Remote | Meta-Analysis
B2B2C: Potential New Offering: Wash and Fold Service for CSC ServiceWorks
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 as well as our enterprise customers (property management companies).
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 | Internet of Things | Remote | Personas | Study + Instrument Design
B2C: Consumer Segments/Personas: Research Strategy for CSC ServiceWorks
Project Breakdown - coming soon
Qualitative and Quantitative Consumer + Laundry Study
Research - Divergent | Generative | Personas | Internet of Things | Innovation | Modernization | Remote | Personas | Study + Instrument Design
B2C: Consumer Bench Mark Satisfaction Survey for CSC ServiceWorks
Project Breakdown coming soon
Research - Evaluative | Quantitative Surveys + Statistically Significant Representation and Results | Innovation | Modernization | Remote
TIBCO
B2B: Contract Research + Strategy for TIBCO Streambase LiveView Web
A real-time data dashboard. A newly acquired start-up was charged with converting their dashboard product supporting traders in the stock exchanges to. an enterprise product that supports infinite verticals and horizontals. I was brought in for my enterprise and regulated industry experience to help them understand how enterprise organizations work, the different roles, and workflows.
Created a product strategy by researching the heuristics of data visualizations and both static and real-time data, conducting interviews and card sorts. Produced a strategy that included defining. a web version of the established product, MVP for a disruptive product, product and technical roadmap, approach to maintaining a disruptive status, and interaction design.
Generative Research - Meta-Analysis | Innovation | Strategy | Product Design | Interaction Design | Thought Leadership | Remote
Regulated Industry SaaS and Enterprise SaaS
B2B: WEX, Inc. Fuel Cards
B2B: Formative, Qualitative Study Exploring the mental models of virtual cards with Small Businesses with commercial fleets.*
Designed and facilitated interviews with small business owners and staff responsible for payments to understand their projected use and understanding of virtual cards to inform product road map and marketing positioning.
* Although initiated by the small business team, this also lays the foundation for the enterprise part of business - and I was simultaneously working with the enterprise PM team.
B2B: Genentech
B2B: Contract CX + UX Research + Strategy for Genentech's Physicians' Marketing
2 Ethnographic Studies to inform .Com redesign, Conference Booth Design, Push Communication Strategy
.Com and communications) and offline (conference booth) experiences for 3 different specialists - Rheumatologists, Retinal Specialists, Ophthalmologist to inform acquisition and retention strategies, as well as internal processes.
Research - Generative + Evaluative | Strategy | Brand | Service Design | Ethnography | Personas
Cancer Immunotherapy Foundations
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 | Strategy | Card Sort | Concept Validation and Exploration (Positioning statements) | Brand | Personas | Omni Channel | Acquisition + Retention | Remote
B2B2C: Renaissance Learning
B2B: Formative and Evaluative Research for Renaissance Learning
I led research efforts working collaboratively with product managers to inform Agile Epics and set Sprint teams up for success.
Establish a central UX practice and a credible research program. Harnessed a combination of Lean and Formal Research efforts to establish a persona library and task flows to unify and strengthen the understanding of users across the company. Established a Usability Report Card for each product that was used to communicate every month the health of products with the board.
Formative Qualitative Interviews and Card Sorts Teacher and Specialist User Needs + Dashboard Tasks
Formative Qualitative Interviews and Card Sorts District Admin User Needs + Dashboard Tasks
Formative Qualitative Interviews Student + Parent Homework-Related Needs
Formative Qualitative Interviews and Card Sorts Teacher Student Assessment-Related Tasks
Baseline, Concept, and Usability Testing and Card Sorts Teacher Dashboards
Project Breakdowns not available
Research - Formative + Generative + Evaluative + Summative | Strategy | Card Sort | A/B Testing | Concept Testing | Usability Testing | Omni-Channel | Brand | Web | Mobile | Personas | Retention | Thought Leadership | Remote | Field Studies
B2B: Cisco Security
B2B: Contract User Research + Strategy for Cisco Security
Conducted lean User Research + crafted a strategy for Security Communications and process definition as CISCO CSTG reorganized and realized they had duplicative communications and wanted to address low responses.
B2B: Formative Qualitative Interviews and Testing with a Strategy
Conducted lean User Research + worked collaboratively to shape a new disruptive product - hailed as the biggest thing to come out of Cisco in 20 years
Research - Formative + Evaluative | Strategy | Card Sort | Brand | Acquisition + Retention | Remote
B2B + B2C Toyota Financial Services
Internal Systems: KPI and Dashboard Design
With a few different projects completed for their B2C side, I worked with the Marketing team to define their KPIs and understand their success across different initiatives to modernize their operations. Interviewed internal stakeholders and analyzed current initiatives and business processes and requirements.
B2B2C: Contract CX, Service Design, UX Research + Strategy for Toyota Financial Services
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, tool selection/development, and email campaigns, and prepared them to collaborate with TMS in redefining a more consumer-centric showroom experience.
Project Breakdown coming soon
Research - Formative | User Interviews | Modernization | Jobs-to-be-done | Card Sort | Service Design | Brand | Web | Omni-Channel Experience Blueprints | Personas | Acquisition + Retention | Remote
B2B2C: Contract Meta-Analysis + Strategy for Toyota Financial Systems Customer Portal
Solving for an annual business loss of 100k+ annually with the inaccurate pay-offs of loans and the lack of oversight. The solution involved a redesign of the customer portal as well as a refinement of internal processes/updated Excel spreadsheets (TFS operates on a network Excel spreadsheets, not an internal system).
Research - Formative + Evaluative | Strategy | Card Sort | Concept Validation | Brand | Business Process Analysis | Experience Blueprints | Acquisition + Retention | Thought Leadership | Remote
The George Washington University
Brought into a newly formed group responsible for the usability and usefulness of University websites. Proposed and led an initiative to identify business and user requirements for a new Enterprise CMS after conducting A/B Usability Testing on 3 potential Enterprise CMS candidates revealing they would not suppor the organizations business or user needs. and Asset Management.
Fortune 50 Insurance Company Modernization
Internal Systems: Company Modernization
Stepped into an Associated Director role to oversee 4 facets of the modernization effort: Enterprise Content and Asset Management System. Franchise Portals, Enterprise Design System, and Technical Foundations as they converted all internal and consumer-facing business to digital solutions. My role was to listen to the work and identify when the user experience is impacted and pulling in other teams influencing or impacting this work for collaboration. This involved reviewing business processes, interviewing stakeholders to understand gaps and painpoints, and facilitating conversations to ensure success.
Project Breakdown Not available due to NDAs (client is confidential)
Business Process Analysis | Strategy | Leadership | Enterprise Systems | Interviews | Workshop Facilitation
Internal Fed Gov Systems
EPA's Center of Excellence: Security Management
Working with a product team in converting an enterprise system that conducts assessments and produces reports to be a Center of Excellence for all federal agencies in managing and monitoring federal agency security - from physical to digital assets to people. System included 140 Controls, each with 4 levels - with inheritance.
Project Breakdown not available for obvious reasons
Research - Formative | User Interviews | Modernization | Card Sort | Business Process Analysis | Personas
B2Gov: USPS's Inventory Management System
The baseline design for the enterprise system of managing enterprise mailing assets for mass mailings. After a purchase of $4.5m in assets, only $150k could be accounted for. This system was on facets of modernization and effort to reduce loss and theft. Interviewed the different USPS roles and analyzed business processes to inform the design of the baseline system.
Project Breakdown not available for obvious reasons
Research - Formative | User Interviews | Modernization | Business Process Analysis