Hi, hi 👋🏾 I'm a Researcher, Service Designer, and Strategist with 10+ years of experience making products, services, and processes easier to understand and use. I currently a lead researcher and service designer @ the IMF.
Work
Case Study/Journey: Redesigning a well-loved vehicle valuation tool
Experience
UXR Work
UX Research and Service Design Lead - IMF
October 2024 - Present
UX Research and Service Design Consultant
May 2016 - Present
- Client - Trane Technologies [1 Year] Facilitated workshops that engaged senior stakeholders with user research and product strategy, demonstrating UX's value on a company-wide scale. Conducted in-person and remote research that led to an increase in user satisfaction by 30% in 2024, and won overall trust for UX as a practice.
- Client - Philips [5 months] Worked with a global retailer as a CX Strategist to uncover dentists' user behavior and motivations within the early stage of the product development lifecycle. Oversaw the planning and execution of 20+ in-depth interviews, and created deliverables that included actionable insights, a road map for tactical quick fixes, and multiple user journeys.
- Client - Microsoft [6 Months] Led a cross-functional team to enhance user flows for educators and students, utilizing Human-Computer Interaction principles to reduce friction across digital tools within 6 months.
Principal UX Researcher - Camping World
October 2022—June 2023
Senior UX Researcher - Cox Automotive
July 2021—October 2022
UX Researcher - NERIS (16personalities.com)
May 2016—July 2021
About
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I like to keep things simple. At work that means:
- Clarifying even the most complex of problems so that every member of the team understands
- Delivering straightforward, actionable insights that lead to high-impact decisions that visibly raise the bottom line
Outside of the office, you’ll find me fumbling through my home renovation, stockpiling strange animal facts to shoehorn into future conversations, and just generally enjoying all the little joys of the world with my dogs, Freida and Juju-Bee.
Party tricks include:
- Aforementioned animal facts
- Generally bopping about and telling bad jokes
- Guessing your MBTI type within 5 minutes of meeting you
People ask me, “How do you do so much stuff?” and the answer is usually 1) I have no life, but more importantly, 2) If I don’t know the answer to something, I go and find it.