In the age of data-driven quantitative analytics, I've seen in-person qualitative research woefully underused. Both are skills I've mastered but the gap caused by the products users can not, or do not, want to use has highlighted the importance of research throughout the product lifecycle not just following expensive engineering and launch phases.

My research relies on traditional methods I honed during my Masters studies, as well as a variety of methods specific to buildings digital products. I've been lucky to work with Atlassian, Civitas Learning, Half Price Books, and SWBC. Below is a small sample of miniature case studies. If you'd like to know more, let me know!

Over 350 pages of analysis capped off a 9 month testing effort for SWBC, a financial service provider, who came with a market opportunity and a willingness to fully embrace user-centric design best practices. I conducted market research, established demographics, personas, and a strategic product recommendation directly to C-level stakeholders. 

Throughout the design and development phases I led the UX validation process with continuous testing and user studies while working to create and refine the best, most usable, product possible.

Sample deliverables available upon request.

The success of usability testing on Bacon was so profoundly positive that SWBC has begun integrating the methods into all of their upcoming products. Moreover, they've since begun establishing themselves as thought leaders in the space based on the groundwork laid by my work.

Methods Used

A/B Testing
Coached Usability Testing
Cognitive Walkthrough
Moderated Walkthroughs
Multivariate Testing
Observation
Unguided Observation
User Interviews

Deliverables

Personas Document Creation
Market Research Assessment
9 Months of Continuous Testing
90+ Usability Participants
350+ Pages of Documentation
Multi-Angle Participant Videos

Several rounds of moderated usability study were also facilitated, with results delivered to critical stakeholders as a multipage recommendation for their Guest Checkout system with those findings informing the user experience.

As a result of changes suggested to their primary navigation, conversion rates increased by 150% in the 6 weeks following launch of their updated UX. 

Atlassian built their customer support (CX) team a bespoke tool based on their JIRA platform several years ago and with my help they now have a much clearer product direction.

Working directly with their Austin-based CX stakeholders, I performed heuristic analysis of their existing tool, created customer user journey maps, provided recommendations, and then worked with feedback from the CX team to develop a set of recommendations that have since fed back into the JIRA product pipeline.

While it often begins with one ambitious team member, user testing must be adopted and consumed by the whole organization from product inception through to release. It's often incredibly challenging to break old habits and implement new processes but is something I deeply believe in operationalizing.

My work frequently involves communicating the tangible Year Over Year Value of qualitative testing to C-level execs, while also working with production teams to build repeatable daily workflows. My experience bridging those gaps and building consensus bodes well for long term success.