Raven

Research and Strategy Consultant living in Brooklyn.

Researcher and Strategist with a background in product design. I help teams leanly test their hypotheses and assumptions, learn about their customers, and distill findings into actionable insights.

I'm currently working on operational tools with Lyft. Prior to this work, I was exploring new product opportunities with Citi Bank.

I've also had the pleasure of working with The New York Times, ICANN, Goldman Sachs, PayPal, Citi Bank, VICE Media, the Singaporean government, Priceline, Cox Telemcommunications, Pitney Bowes, OkCupid, Amplify, and TechStars, among others.

You can find me on Linkedin if you'd like to work together.

Easy home internet set up

Self-Install kits on display in retail.

The Project

When a customer signs up for internet with up Cox Telecommunications, they have can have a technician set up their internet or they can do it themselves with the use of a Self-Install kit.

Cox wanted to increase the success rates and the overall ease of using the kit so they hired us to help them understand the existing end to end user journey, and to identify near term improvements and future states for the experience.

Duration and My Role

I led research for a team of four, co-led our client relationship and contributed to strategy. I worked in collaboration with a strategist, a team of designers, a project manager.

Research Methods

Stakeholder interviews, sales and support call listening, retail observation and interception, ethnographic observation, contextual inquiry/In home in depth user interviews, expert interviews, usability testing, design prototype testing, quantitative scoring, user personas, generative ideation, journey mapping

Close up of the unboxed modem that comes in the self-install kit.

Leading my team in field research distillation.

Ideation workshop.

Efficient bike repairs

A mechanic organizing bikes in the Gowanus depot.

The Project

I work with a team at Lyft (previously Motivate International) on tools for their bikeshare operations.

We focused first on bike repairs. Our initial goals were to understand the existing repair processes and to identify opportunity for improvement. We used that information to product hypotheses and prototypes which we tested first in paper, then built in code and usability tested before release.

My Role

I work in collaboration with a product manager and his team on developers to conduct research, strategy and product design.

Research Methodos

Participant observation, Contextual Inquiry, Tangential analysis, Design provocation testing, Paper prototyping, Expert interviews, Stakeholder interviews, Participatory Design, Usability Testing

Physical and digital tools in the depot.

Physical and digital tools in the depot.

A mechanic organizing bikes in the Gowanus depot.

Simple publishing and curation

Homepage curation, one of many new CMS features built based on research insights.

The Project

Vice hired me to focus on improving their new international editorial and video CMS. The MVP had been designed and built with little user insight so there was lots of work to be done.

My objectives were to first learn about the existing editorial and video workfows, to identify commonalities and best practices and to redesign the tools for greatest ease of use and business impact.

My Role

I led research, strategy and product design.

Research Methods

Contextual Inquiry, Participant observation, Secondary research, Expert interviews, Stakeholder interviews, Concept mapping, Design provocation testing, Participatory Design, User flows, UX Design, Usability Testing

Conducting an in person user interview with one of our video staffpersons.

Me on a remote user research call with one of our video staff as she walked me through her workflows and discussed video distribution taxonomies.

Reader insight based product roadmapping

Screenshot from a remote user interview conducted through Validately.

The Project

The mobile product team asked me to help them collect user insights to inform their annual product roadmap. My objectives were to learn about existing mobile user behavior and needs, to gauge reader reaction to new features and concepts, and to distill those insights into actionable recommendations.

My Role

I led research and collaborated with the product team to help them adjust their roadmap based on research insights.

Research Methods

Analyzing app store reviews and other customer feedback, Stakeholder interviews, In depth user interviews, Problem statement hypothesis testing with quantitative scoring, Design provocation testing

The ad we ran on Instagram to drive readers to our survey.

The ad we ran on Facebook to drive users to our survey.

The survey response data, exported from Typeform and color coded by different user types within our target market.

Factoring research insights into quarterly planning.