Work Skill
UX Research
7 case studies
Uncovering a mental model that increased conversion rates by 90%
Led a team to shape navigation strategy, turning a grassroots initiative into progress on a CEO-level KPI.
The Feature Everyone Was Sure About
Four studies on one feature — sharing your Wi-Fi. The two that mattered told us we were wrong: what to build first, and whether anyone could use it.
What if your research participants aren’t real?
One research team, hundreds of product teams, and no runway between early ideation and real user testing. I benchmarked sixteen published prompt frameworks against a 169-participant study to find out what could stand in.
Half a Million People Ask to Come Back
Half a million people a year ask to come back. The only route runs through an agent, and it costs them their loyalty tenure.
The Hold Nobody Told Them About
A hold that worked exactly as designed was quietly killing orders nobody had counted. I sized it from the behavior it produced, and the verification agent built to my requirements was volume tested against 231 real leases.
Firebolt, and the Developers Nobody Had Asked
Comcast was specifying a developer platform from analyst decks and an intention. I went and asked fifteen developers what they actually build against, and the requirements came out of the answers.
Chaos to Clarity: Unifying Teams with a New CRM
Five departments, five versions of the same client: how do you bring them together? I reimagined the search and information architecture, and Townsquare Interactive went on to break its churn record twice in one quarter.