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 international bikeshare company, Motivate, and exploring new product opportunities with Citi Bank. Prior to this work, 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 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
To understand existing operations and to identify opportunity for improvement; to gauge reaction to prototypes, to conceive of and to usability test new solutions.
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
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.
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
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.
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