Work
A few things I've
worked on.
Enterprise platforms, AI concepts, and experience measurement, each one started with a different kind of question.
Mastercard Connect
What was happening
Internal teams and external partners couldn't reliably find apps, documentation, or key tools inside a complex enterprise portal. They had workarounds. Nobody could quite explain why it felt hard.
Role
Led research planning, recruited and moderated sessions with internal and external users, synthesized findings, and partnered with the design team on recommendations.
What we wanted to understand
How two very different user types, existing users and proxy users, navigated the same product in completely different ways, and what that meant for the redesign.
Methods
Joy AI
What was happening
A new AI-powered concept was being considered for investment. Before moving forward, the team needed an honest read on whether it solved something users actually needed, or created new friction.
Role
Designed and ran concept evaluation sessions, synthesized where the mental model broke down, and shaped the research into a recommendation the team could act on.
What we wanted to understand
Where the concept resonated, where it confused people, and what would need to change before the product could move forward with confidence.
Methods
Hope Booth
What was happening
An interactive public health experience was running across multiple locations and languages. The team had usage data but not a clear picture of how people were actually moving through it, or who wasn't.
Role
Led experience measurement planning, analyzed behavioral data across locations, and surfaced patterns related to language access, drop-off, and reach.
What we wanted to understand
Usage patterns across sites, where people dropped off, and which groups may not have been reached, so the team could make targeted improvements.
Methods