Work
A few things I've
worked on.
Enterprise platforms, AI concepts, and experience measurement, each one started with a different kind of question.
Asurion Field App
What was happening
Research and design for a field-service workflow that connected outstanding device returns to new inventory pickup, contributing to an Operations-reported 18% reduction in lost inventory.
Role
Owned research and design for the pickup-prevention and returns experience, partnering with Product Management, Engineering, and Operations.
What we wanted to understand
How outstanding returns could become a clear decision point before new inventory was issued, while preserving a coach-reviewed path for exceptions.
Methods
Hope Booth
What was happening
Hope Booth was a live public wellness experience, but the team lacked a structured way to understand whether it changed how people felt or what they needed after the experience.
Role
Led a mixed-methods evaluation using matched pre/post hope ratings, behavioral data, and qualitative research to improve measurement and follow-up resources.
What we wanted to understand
Whether self-reported hope changed across the experience, how people interpreted the question, and what support they needed when it ended.
Methods
Phase
What was happening
A healthcare course concept prototype. Treatment instructions can be spread across paperwork, portals, medication labels, and provider conversations, which can make it hard to know what to do today.
Role
Product concept, UX design, research planning, and AI-assisted prototyping in v0. Not launched, tested with patients, or clinically validated.
What we wanted to understand
Whether organizing existing instructions into daily actions, with the originals always accessible, could help patients identify their next step and trust the plan.
Methods
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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 a remote talk-aloud concept evaluation via Dscout, 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
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