Work that made a difference

Here's a sample of the research I've led across industries, company sizes, and problem spaces. Each project started with a real question a team needed answered and ended with something they could actually act on.

Customer Discovery for a Marketing Platform

The client needed a clearer picture of how email marketers were navigating their platform during an unpredictable time. I designed and led a series of studies covering account management usability and the real-world impact of COVID-19 on small businesses. The findings shaped both product decisions and customer outreach strategy.

The client used the research findings from these studies to make strategic and tactical decisions to improve the overall user experience of their marketing platform and customer outreach programs.

In-Home Research for a Gaming Accessory Brand

To help the client understand where to take their product line next, I conducted contextual inquiry interviews with gamers in their own homes. We dug into habits, frustrations, purchase decisions, and what they wished existed. The research pointed the team toward new product verticals, co-branding opportunities, and customer language they could use directly in marketing.

Concept Testing for a New Product Launch

Before committing to a product direction, the client needed real consumer input on early design concepts. I facilitated a series of structured focus groups that combined individual evaluation with collaborative feedback sessions. The team walked away with the confidence to move forward and a clear story to tell stakeholders.

Service Design Research for Business Customers

Across three related research engagements, I helped the client understand where their business customers were running into friction and what an ideal experience would actually look like. The work included discovery interviews, concept evaluations, and a series of employee workshops to develop service blueprints that tied customer needs to internal capabilities.

Making Genetic Test Results Understandable

As part of an initiative to share personal genome information with patients, I ran interviews and usability tests to understand how people felt about genetic testing, whether they could navigate the signup process, and whether they could actually understand the results. The research shaped how the team communicated dense scientific information in plain language.

Journey Mapping for Internal Support Teams

The client wanted to find automation opportunities within their internal support operations. I interviewed support team members, mapped their workflows, and identified inefficiencies and pain points. I also spent time teaching the team research methods so they could continue exploring problems on their own after the engagement ended.