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.
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.
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.
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
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.
I work in collaboration with a product manager and his team on developers to conduct research, strategy and product design.
Participant observation, Contextual Inquiry, Tangential analysis, Design provocation testing, Paper prototyping, Expert interviews, Stakeholder interviews, Participatory Design, Usability Testing
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.
I led research, strategy and product design.
Contextual Inquiry, Participant observation, Secondary research, Expert interviews, Stakeholder interviews, Concept mapping, Design provocation testing, Participatory Design, User flows, UX Design, Usability Testing
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.
I led research and collaborated with the product team to help them adjust their roadmap based on research insights.
Analyzing app store reviews and other customer feedback, Stakeholder interviews, In depth user interviews, Problem statement hypothesis testing with quantitative scoring, Design provocation testing