Research, design, testing, and iteration that solved real-world problems for caregivers of folks with severe intellectual or developmental disabilities.
Qualitative and quantitative analysis, design, testing, and iteration that eased the pain of applying online for a classic car insurance policy.
Research and design that improved information architecture of training course organization and made it easier for staff to access required trainings.
Contextual inquiry that helped product teams and call center management prioritize critical experiential improvements to staff tools and processes.
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I interviewed Service and Support Administrators to help my team better understand their motivations and attitudes while seeking health providers or residential services for their clients with intellectual or developmental disabilities.
I usability tested a custom job application flow for caregivers of folks with intellectual or developmental disabilities.
My research team and I co-conducted a comparative analysis and co-wrote a research report for Columbia University's Rhizr product team.
I created a research plan centered around creating understanding and empathy for users involved with providing care to folks with IDDs, and then to help design solutions to their salient real-world problems.
A broad overview of the most salient findings from a diary study (and follow-up interviews), and training with caregivers.
Net Ease is a common, yet problematic way to track success of usability or UX. I presented my rationale to product and design leaders at Hagerty.
User interface writing is design work, and should be treated as such. I wrote a guide for the design team at Hagerty to help our designers hone their writing craft.
I conducted an AB test to help steer the direction of the paid landing page of an insurance application process.
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I assessed areas of opportunity to better meet the needs of users interested in classic car valuations who would need insurance for their car.
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After conducting discovery research for caregivers, I created a series of personas that were used for the development of marketing content and a custom application dedicated to making their work easier.
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After conducting a contextual inquiry and diary study to learn more about call center sales agent experiences, I created a few journey maps to help pinpoint areas of improvement opportunities.
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