Senior UX Researcher Portfolio
Experience gaps provide the insights for better design and strategy
I specialize in translating what users do to what the data show they need. I convert those needs and gaps into insights that guide stakeholders towards better solutions.
- Based in
- Charlotte, NC
- Ph.D. in
- Psychology (human visual perception), The University of Georgia
- Worked in
- Banking, personal finance, healthcare, academic publishing, education
Selected work
3 case studies at Truist, one per design phase
What has changed because of my work
Full case studies are password protected because they include work done for an employer. Email me to request access.
01 · Discovery
What makes managing finances harder?
- The ask
- Find where to improve how people manage their finances
- My part
- Lead researcher, co-hosting stakeholder workshops and designing a survey of 2K users, with 2 fellow researchers
- Impact
- 7 top needs found, with easy wins on the roadmap within 6 months
What made documents hard to find?
- The ask
- Find out why people could not find documents in the app
- My part
- Lead researcher, running 4 rounds of test-and-fix with 20 participants and the design team
- Impact
- The most intuitive navigation design chosen, and the process adopted by the research team
What kept people from disputing online?
- The ask
- Find out why people called the bank instead of disputing a charge online
- My part
- Lead researcher, watching 13 people try the dispute flow in 1-hour sessions
- Impact
- A planned screen refresh became a full redesign of the dispute experience
Impact at a glance
- 91%of recommendations from 58 behavioral insights acted on by design and product partners in 1 yearTruist
- $4M+in estimated post-implementation remediation costs avoidedTruist
- 100+platform interface updates defined from 25+ stakeholder interviews for a medical claims platformQuadspire Inc
- 10,000+users in a perception and behavior survey analyzed with multivariate and regression methodsKaufman Wills Fusting & Co.
Experience
Research, data and teaching
- Research practiceTruist · Quadspire Inc · 2015 – 2026
- Data and analyticsKaufman Wills Fusting & Co. · 2016 – 2023
- TeachingAthens Technical College · 2016 – 2022
Problems I am drawn towards
- Problems where the product exists but users don't trust it or utilize it
- Building the roadmap for new products and exploring untested ideas