I love digging into novel challenges and creating successful, tested solutions.
I'm currently leading a team of researchers on a massive project to redesign Cox Communication's internet self-install experience. I'm also consulting with Motivate (now Lyft), the parent company of Citibike, on internal tools for mechanics and operations. Prior to that I led research for a new Goldman Sachs retirement product, and research and design for VICE's new international CMS.
I've also had the pleasure of working with The New York Times, ICANN, the Singaporean government, Priceline, Pitney Bowes, OkCupid, Amplify, and TechStars, among others.
Research Lead | Strategy | UX/UI Design | Prototyping
VICE is an international media company known for its limited bias, alternative reporting. I joined the team to help establish a user research practice by leading research and design on a new international CMS. I also led research around the next generation of mobile apps.
Prior to 2016, VICE existed as countless independent websites throughout the world. This disjointed system made it difficult and expensive to share content across verticals and locations. In 2016 they created a single master website and a new Content Management System to maintain it. The new CMS was working, but there was a lot of opportunity for improvement.
I set up user interviews with editors in chief across our verticals and asked them to walk me through their editorial process, from end to end. I observed existing tools, opportunities for improvement, patterns and best practices, and when and how the CMS was used.
I extended the research to include various other editorial roles, summarized and diagrammed this processes to our Tech team and presented these insights to the team through a lunch and learn, and applied our insights by making design revisions to the CMS.
This research and the resulting design changes were so effective that I conducted similar research around our video workflows as well as our translation and international distribution processes. In addition to video folks and internationals, I conducted interviews with our legal rights and clearances team, translators and other relevant stakeholders.
Through this work we made huge strides in automating tedious work and otherwise increasing speed and ease of use.
Our mobile team had lots of ideas about how to improve our existing suite of apps, but little insight into user behavior and needs. I led a research project to help us understand our users, to gauge their reaction to the concepts that we were exploring, and to inform our product roadmap.
For this project I created a simple ad to direct our mobile app users to a Typeform survey so that we could identify participants for hour long user interviews.
With the survey results I was able to identify users who were within our target market, and contact them for hour long remote or in person interviews.
In these interviews I focused on understanding our users's existing behavior and needs through open ended questions, problem hypotheses and design provocations.
I transcribed these conversations, distilled patterns and notable insights and shared this summary back to our mobile team, along with some actioable suggestions. Together we discussed implications and the team made revisions to their product roadmap.
I also shared an annotated version of insights to our broader tech team through a casual lunch and learn.
Research | Strategy | UX/UI Design | HTML/CSS
During my two years at the Times I collaborated closely with editorial to research, design and launch a Publisher's Award winning analytics tool for the newsroom, worked on several new product discovery research projects, redesigned the Best Sellers list, and contributed to the evolution of a new responsive platform.
Stela is an award winning internal analytics tool that aggregates reader behavior data. I collaborated with a product manager and a research facilitator to validate and collaboratively design the tool with our newsroom staff. Stela was originally built to get the newsroom to care about data, but has been adopted by all departments. Read more here.
The Best Sellers list is a very famous list of book sales that many people to choose their next read. Our design and tech team had some ideas about what we thought might improve the experience, but our newsroom staff was nervous about change. We invited them to be a part the process, from discovery research with loyal readers, through to launch, so that we that they'd have visibility and input on the work.
To kick off this project, the product manager and I first conducted stakeholder interviews with our newsroom team to get some product background and to collect any existing knowledge of our readers. We used this information, along with Google Analytics, to generate an interception survey to recruit loyal readers for in depth user interviews.
In the interviews, we asked readers to walk us through how they use the list today, and then gauged their reaction to potential new features. After the interiews, I led a debrief session with all stakeholders in which we shared out themes and surprising insights. This led into a discussion of some of our biggest hopes, fears and opportunties, and put everyone on the same page about who we were designing for a what they needed.
Before launch, we did a pop up in the NYT cafeteria to usability test the UI. Our newsroom stakeholders loved watching their colleagues test out the site.
Our newsroom stakeholders were so excited about the process that they joined us for launch! We huddled into a room and watched as our colleague redirected the old url to our new site, and users began visiting. What a success!
Research | Strategy | UX/UI Design
ICANN, the Internet Corporation for Assigned Names and Numbers, came to Neo (a consulting studio I worked for) with the primary objective of more deeply engaging community newcomers.
In collaboration with ICANN leadership, we kicked off the project with business and user need assumptions.
We launched ICANN Labs, a space for exploring solutions to various conversion, learning, discovery and communication bottlenecks. We did customer development and usability testing with new and established members of the community to iterate and revise our projects.
Over the course of ten months we built the new ICANN.org.
I was responsible for customer development research planning and facilitation and leading interaction design. I interfaced with the client on policy and public comment features and also contibuted to the styleguide as well as product, content writing and front-end development.
Our team, ICANN Labs, set up a space at the conference to share our work, usability test the new platform, gain additional insights and collect feedback from the community.