If I had asked people what they wanted, they would have said faster horses. – Attributed to Henry Ford

Building empathy while empowering teams with credible, detailed insights, my research and testing has consistently delivered latent needs and defined known gaps to provide teams with new perspectives and opportunities that can distinguish products and offerings with pleasing – useful and usable, experiences.
my training
My formal training in UCD-based research and testing was during my work supporting the Social Security Administration (SSA)’s Usability Center. I supported, and later lead, heuristic evaluations, user research (on site), task analysis (on site), business process evaluations/refinement, cognitive walk-throughs, and testing in both formal and informal settings. Its here that I learned the principles and formal definitions in the context of systems and application projects in an effort to modernize the SSA’s Disability process. I was mentored by a chorus of experienced professionals with diverse educational and professional backgrounds.
Prior to this, in the 90’s, I had attended HFI’s courses, before they offered a certification. I managed HFI as a vendor in testing my work after that. I had learned the principles and steps and implemented bits and pieces in the many start-ups in the NYC area. I was also able to conduct meta-analysis of consumer product research while supporting internationally known brands to create strategies for their first digital presences. 
my general approach + samples coming soon
I prefer to work collaboratively with teams throughout the process including planning, design, activity, synthesis, and reporting to ensure the team's knowledge and skills are harnessed, everyone understands the method, people are exposed to the raw findings and can participate in the analysis and reporting. Noting I keep the method credible and fit people to roles according to aptitude for research and activities.
Due to NDAs I am highlighting samples of work rather than expose complete findings from any one effort.
My experience includes generative + formative + evaluative + summative research. ​​​​​​​
Contract Evaluation + Strategy of NikePlus 2018
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 included strategy.
UX Research + Strategy | Spring 2018 
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 3, Amazon Fire Stick, XBox 360, Roku, etc. | 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 coming soon
Research - Formative + Generative + Summative + Evaluative | Strategy 
User Research and Validation for Genentech's Physicians' Marketing 2016-2017
2 Ethnographic Studies to inform online (.Com and communications) and offline (conference booth) experiences for 3 different specialists - Rheumatologists, Retinal Specialists, Ophthalmologists  to inform acquisition and retention strategies | Fall 2016
Research - Formative + Generative | Strategy | Brand | Service Design

Cancer Immunotherapy Foundations Exploring Cancer Immunotherapy + Getting to Know Oncologists to empower physicians' marketing teams to best serve and connect to Oncologists as Cancer immunotherapy evolves. | Winter 2016-17
Research - Formative + Generative + Evaluative | Strategy | Card Sort | Concept Validation | Brand | Personas | Omni Channel | Acquisition + Retention 
User Research for Toyota Financial Services 2016
Formative Research - The financial pain point of a new car User Interviews, Card Sorting, and TMS Customer Research Meta-Analysis to inform .Com redesign content strategy and explore the downside of financing cars | Summer 2016
Project Breakdown coming soon
Research Strategy | Summer 2016
Project Breakdown coming soon
User Interviews | Card Sort | Service Design | Concept Validation and Exploration (Positioning statements)| Omni-Channel | Brand | Web | Omni-Channel Experience Blueprints | Personas | Acquisition + Retention
User Research + Testing for Renaissance Learning 2015-2016
Combination of Lean and Formal Research efforts.
User Research: Teacher and Specialist User Needs + Dashboard Tasks | Summer + Fall 2015
User Research: District Admin User Needs + Dashboard Tasks | Fall 2015
User Research: Student + Parent Homework-Related Needs | Summer 2015
User Research: Teacher Student Assessment-Related Tasks | 2015-2016
Baseline, Concept, and Usability Testing and Card Sorts: Teacher Dashboards | Summer – Fall 2015
Project Breakdown coming soon
Research - Formative + Generative + Evaluative + Summative | Strategy | Card Sort | A/B Testing | Concept Testing | Usability Testing | Omni-Channel | Brand | Web | Mobile | Personas | Retention | Thought Leadership 
User Research + Testing for Cisco Security 2015
Lean User Research to inform Security Communications and process definition | Spring + Summer 2015
New Product Concept Validation | Summer 2015
Research - Formative + Evaluative | Strategy | Card Sort | Brand | Acquisition + Retention 
Evaluations for Country Music Television 2015
Heuristic Evaluation + Meta-analysis of brand research to inform offline and online experiences | Spring 2015
Meta-Analysis for TIBCO Streambase LiveView Web 2014
Data visualization and real-time data usability meta-analysis to inform product definition and design | Spring - Fall 2014
Project Breakdown coming soon
Formative + Generative Research - Meta-Analysis | Strategy | Product Design | Interaction Design | Thought Leadership
Analysis + Strategy for Toyota Financial Systems Customer Portal 2014
Project Breakdown coming soon
Research - Formative + Evaluative | Strategy | Card Sort | Concept Validation | Brand | Experience Blueprints | Acquisition + Retention | Thought Leadership
Card Sorting for CTIA Wireless Lobbyist 2013
Card Sorting to inform redesign -specifically the Information Architecture | Winter 2013
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
Concept Testing to validate CMS (Drupal) customization strategy | Spring 2011
Paper prototype validation to validate Design System | Spring 2011
Research - Formative + Generative + Evaluative + Summative | Strategy | Contextual Inquiry | Stakeholder Interviews | Design Thinking | Personas | Workflows | Participatory Design | A/B Testing | Thought Leadership
Research + Testing for Golf Channel's GolfNow 2010
User Research to identify user groups and tasks for GolfNow | Summer 2010
A/B Testing product concepts and designs for GolfNow Mobile Apps | Summer 2010
User Research for Golf Central B2B Dashboard | Fall 2010
Concept Testing | Fall 2010
Research - Formative + Generative + Evaluative + Summative | Strategy | Stakeholder Interviews | Personas/User Profiles | Mobile | Product Design | Interaction Design | Concept Validation | Usability Testing | Thought Leadership
Research + Strategy for E! 2010
“Ride-Along” on Brand Research tour | Winter 2010
Persona definition via collaboration with internal Research team | Winter-Spring 2010
Card Sort to inform UX Strategy and IA | Spring 2010

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 | 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
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