Mixed Methods Senior UX Researcher
AI Data Extractor
A build-vs.-buy decision hinged on whether any vendor could handle the document variation bankers actually dealt with in the field. I led end-to-end mixed-methods research across three banking lines, from discovery interviews through post-launch measurement, to find out. The recommendation to build avoided $1.5M in vendor fees and saved bankers roughly an hour of manual data entry every day. Post-launch results: 86% CSAT, 82 SUS, 73% adoption.
eSign Signature Manager
Electronic signing sounds simple until it isn't, and for bank employees managing high-stakes document workflows, the gap between expectation and reality was significant. I led research from discovery through post-launch across field observations, workflow interviews, prototype testing, and satisfaction surveys. The program drove task completion from 68% to 83% and shaped both the product roadmap and the team's approach to measuring research impact going forward.
Employee Self Help Portal
BMS needed to consolidate HR and IT support for a global workforce across the Americas, Europe, and Asia, replacing a process that was routing thousands of calls to an overwhelmed call center. I led a 12-month mixed-methods program spanning co-design workshops, international moderated usability testing, open and closed card sorting, tree testing, and a post-launch satisfaction survey. Outcomes: 87% CSAT, 85 UMUX Lite, and a 34% reduction in call center volume.
Pro Quotes: B2B Purchasing
Pro customers managing large commercial purchases needed a quoting tool that matched how they actually work, not how Home Depot assumed they did. I led a two-phase research program combining moderated usability testing with competitive cognitive walkthroughs across Lowe's, Grainger, and Ferguson, followed by a post-launch survey with 113 respondents. Within six weeks of launch, CSAT climbed from 63 to 74 and SUS from 65 to 78.