Vivint

April 2025 - Present

  • Managed a multistage effort to optimize the technician-led installation experience and map the customer journey before and after installation. The work aims to reduce rescission rates, shorten installation times, and increase early app engagement. This cross-functional effort includes design, customer experience, the technician team, and leadership.

  • Led foundational research into AI and privacy, including mixed-methods studies and cross-functional workshops with VP-level stakeholders, while mentoring a junior researcher in generative interviewing techniques. (Case Study)

  • Led rapid concept testing for a zero-to-one generative AI feature in the app. Worked with engineering to deploy the experiences within customers’ apps for real-world testing, then partnered with the product manager to present findings to the executive leadership team.

  • Co-led end-to-end market research on messaging and the sales approach for the company’s newest camera. The research identified a major disconnect between marketing strategy and sales execution and revealed a significant gap in the organization’s understanding of customers. 

  • Developed research methodologies and frameworks to advance generative research, conduct rapid discovery and concept testing, share findings throughout the project lifecycle, and produce concise one-page research summaries.

  • Collaborated with PMs and designers to turn around quick concept and usability tests, helping to reframe and rescope questions to provide the most value. (Case Study)

  • Built SQL queries in Snowflake to recruit customers based on real behavior, such as recent installs or app activity, ensuring participants matched study criteria without relying on self-reported screener answers.

  • Implemented Claude and ChatGPT to draft research plans, speed up synthesis for concept and usability tests, and summarize internal documents to better understand business goals.

McGraw Hill

March 2022 - April 2025

Freelance

Work history

  • Led more than 50 end-to-end research projects using methods such as user interviews, surveys, usability testing, preference testing, concept testing, participatory design, and task analysis.

  • Developed a personalized recruiting strategy that reduced recruiting timelines from months to days.

  • Conducted B2B research to understand administrators’ sampling and purchasing decisions for their schools and districts. Presented a detailed journey map to leadership that outlined five key stages and identified the opportunities with the greatest potential return on investment. (Case Study)

  • Conducted a series of research sprints to develop an entirely new ethnic studies offering for the California market. The work included focus groups, in-depth interviews, secondary research, and concept testing. Findings guided what to include in the program and how it should differ from traditional courses.

  • Supported the health team in developing a zero-to-one, digital-first curriculum. Conducted ethnographic interviews to understand the resources, activities, and materials participants used in their classrooms. The findings informed the curriculum and teaching approach. (Case Study)

  • Creative Circle: Conducted project-based research as part of a cross-functional effort to improve the information architecture and UI of a core digital product.

  • Tech Fleet: Led mixed-method research (secondary research, generative interviews, and a survey) to explore social media usage among Gen Z and Millennials. Identified key patterns, such as over-reliance on platforms for news and deliberate attempts to take breaks. Followed up with rapid usability testing, enabling the team to refine prototype navigation and features based on user feedback.

  • Code for America: Conducted internal interviews that uncovered insights into the organization’s communication practices and gaps in volunteer retention strategies. These findings informed a journey map designed to support onboarding and retention for current and future members.

  • Give InKind: Combined in-depth interviews, analysis of customer data, and rapid usability testing to create personas and optimize the redesigned onboarding flow. The research revealed that most users quickly created accounts for others, often before collecting complete personal information for the account, contrary to initial assumptions.

Additional Projects

  •  Doing UX Research Alongside AI // Experience Dynamics - UXIC // 2025

    • Gaining hands-on experience integrating AI into the UX research process while maintaining ethical standards and best practices to enhance data analysis, stakeholder decision-making, and research efficiency.

  • Ethnographic UX Research Intensive  // Experience Dynamics - UXIC // 2024

    • Hands-on intensive focusing on ethnographic interviews and user testing. Included planning, conducting, and synthesizing research with real users led by Frank Spillers. The goal of the intensive was to better understand neurodiverse users, gaining invaluable insights to make our work more accessible.

Certifications

  • SQL: A Practical Introduction for Querying Databases  // IBM - Coursera  // 2026

    • Learned the fundamentals of building and querying relational databases. Gained proficiency in querying and manipulating tables, joining data across tables, and using string patterns and ranges to filter, sort, and group result sets.

  • Consumer Preferences Using Conjoint Analysis  // EDUCBA - Coursera  // 2026

    • Learned the fundamentals of conjoint analysis, a research method for measuring how consumers value and trade off product features. Gained hands-on experience designing choice-based studies, interpreting part-worth utilities, and using results to inform product, pricing, and feature decisions. 

  • Artificial Intelligence Essentials  // IBM - Coursera  // 2025

    • Gained a foundational understanding of artificial intelligence, including its core concepts and real-world applications. Explored AI’s potential to enhance decision-making, automate processes, and drive innovation while addressing its limitations, ethical considerations, and societal implications

  • AI for UX Masterclass  // UX Inner Circle // 2024

    • Learned to integrate AI meaningfully into UX workflows to streamline research, data analysis, and communication tasks. Emphasized ethical boundaries and demonstrated how AI can augment, rather than replace, human-centered design approaches.

  • Designing for Disrupted Journeys  // UX Inner Circle // 2024

    • Disrupted journeys are customer interaction across moments, touchpoints, and channels that fall apart. Broken touch points factor into disrupted journeys, causing users to abandon, switch channels, or call for help. This is why Touchpoint Mapping is critical.

  • Opportunity Mapping for UX - Workshop  // UX Inner Circle // 2024

    • Opportunity maps boost user adoption through better decision-making. They answer the question: Where can the business gain value alignment with user needs? Understanding the opportunity space from the perspective of customers is critical to bringing balance to the goals of your business and, more importantly, your customers.

  • Strategizing Products and Customer Experiences (SPACE) // DeltaCX // 2024

    • Taught models and approaches for business transformation to create high-quality products and services that  exceed customer needs.

  • Journey Mapping // Interaction Design Foundation // 2023

    • Certified in journey mapping methodologies, including experience maps, customer journey maps, and service blueprints. Proficient in data gathering, perspective grid analysis, and facilitating journey mapping workshops to improve user experience and service design.

  • Data-Driven Design: Quantitative Research for UX // Interaction Design Foundation // 2023

    • Developed skills in applying quantitative research methods, including statistical testing, SQL, weighting data, and survey analysis. Gained hands-on experience with A/B testing, multivariate analysis, we

  • User Experience Design Immersive // General Assembly  // 2020-2021

    • Dedicated over 500 hours to mastering Human-Centered Design principles through hands-on projects, industry collaboration, and mentorship from expert instructors at Twitter and Atlassian.