Raven

Research and UX Strategy Consultant living in Brooklyn.

I work at the intersection of business needs and user experience. I help teams understand their customers, test their hypotheses, identify compelling opportunities, and iterate to effective solutions.

I'm currently working on operational tools with bikeshare company Motivate, the parent company of Citibike. Prior to that I led research to inform the redesign of Cox Telecommunication's internet self-install kit.

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

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

Self-Install Kit

Research Objectives

To assess the current state of the self-install experience, to gauge reaction to a design prototype, to identify usability errors and near term improvements as well as longer term opportunities.

Methodology

  • Secondary research for background
  • Stakeholder Interviews
  • Sales and Support Call listening
  • Retail observation and interception
  • Ethnographic participant observation
  • Contextual Inquiry
  • Expert interviews
  • In depth user interviews
  • Usability Testing
  • Design prototype testing
  • Quantitative scoring
  • User Personas
  • Journey Mapping
  • Ideation workshop

Self-Install kits on display in retail.

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

In home observation of the self-install process.

In home observation of the self-install process.

In home observation of the self-install process.

Leading my team in field research distillation.

Ideation workshop.

Ideation workshop.

Bikeshare Operations

Research Objectives

To understand existing operations and to identify opportunity for improvement; to gauge reaction to prototypes and to usability test new solutions.

Methodology

  • Participant observation
  • Contextual Inquiry
  • Tangential analysis
  • Design provocation testing
  • Paper prototyping
  • Expert interviews
  • Stakeholder interviews
  • Participatory Design
  • User flows
  • UX Design
  • Usability Testing

A mechanic organizing bikes in the Gowanus depot.

A mechanic triaging and repairing a bike.

Physical and digital tools in the depot.

Content Management

Research Objectives

To understand editorial and video workflows across 12 verticals and 32 different offices and touchpoints for the new content management system, to inform new features and a relaunch of international workflows.

Methodology

  • 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.

A diagram visualizing a current state video workflow.

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

Mobile Insights

Research Objectives

To learn about existing mobile user behavior and needs, to gauge their reaction to new features and concepts, and to inform the mobile product roadmap.

Methodology

  • Secondary research, app store reviews
  • Stakeholder interview
  • 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.

Screenshot from a remote user interview conducted through Validately.

A deck of research findings for the mobile team.

Factoring research insights into quarterly planning.

Stela Analytics

My most impactful work at The New York Times was in helping to launch a widely adopted, Publisher's Award winning internal analytics tool called Stela. Read more.

Research Objectives

To learn about the editorial staff's relationship to data, existing motivations for using data and potential data needs, to develop a data tool collaboratively with editorial staff to get them to care about user behavior data and to factor that data into their editorial cycle.

Methodology

  • Expert interviews
  • Stakeholder interviews
  • Contextual Inquiry
  • Design provocation testing
  • Participatory Design
  • HTML prototype testing
  • User flows
  • UX Design
  • Usability Testing

A screenshot of Stela.

The Best Sellers List

The Best Sellers list redesigned based on research insights.

The Best Sellers list is a list of top selling books in the US. Readers use on the list to help them decide which book to read next and publishers use it to put weight behind their titles to sell rights internationally.

Research Objectives

To learn about existing reader behavior and needs, to gauge reaction to potential new features and design concepts, and to involve our newsroom stakeholders as partners in the process.

Methodology

  • Stakeholder interviews
  • In depth user interviews
  • Contextual Inquiry
  • Design provocation testing
  • Participatory Design
  • HTML prototype testing
  • User flows
  • UX Design
  • Usability Testing

The Best Sellers list when we started. It had not been redesigned in a decade.

Product and editorial stakeholders observing the user interviews.

Stakeholders observing usability testing of the new design.

The team all together for launch!