Case Studies
A selection of my projects, showcasing my work in UX Research, Business Insights, and Research Ops.
UX Research at Peer Collective
I shaped the company's long-term business strategy by identifying user segments and High Value Users through mixed-methods research, and developing detailed personas. These insights drove initiatives that significantly enhanced retention and conversion, resulting in a 59% increase in conversion rates.
#UXResearch
Building the CX Feedback Repository at UserTesting
I built a Customer Feedback Repository at UserTesting, containing over 1,000 feedback tickets, to empower teams to identify and measure the product’s user experience, align and prioritize impactful issues, and track the evolution of the user experience over time.
#ReOps #ResearchOps
Building the First Participant Panel at HP
I established HP’s first participant panel, implementing a standardized process and framework that empowered other research teams to directly recruit participants from their customer base.
#ReOps #ResearchOps
Instant Ink Subscription Starter Kit at HP
I led an end-to-end, moderated, in-person study on HP Instant Ink’s pilot Subscription Starter Kit revealing insights into its low conversion rate and high return rate. My findings raised awareness of the enrollment card by 80% in the kit’s second iteration.
#UXResearch
TurboTax Full Service at Intuit
All eyes were on TurboTax’s biggest launch yet: Full Service. I rejoined the Intuit team to uncover users’ experience in Full Service’s maiden voyage by leveraging over 230k user interactions combined with KPI analysis.
#BusinessInsights #MixedMethodology
TurboTax Live Chat at Intuit
I identified top customer pain points that came through TurboTax Chat, which ended up driving the content featured on Intuit’s Stimulus FAQ page - the top searched for page in spring 2020 as a result of the COVID-19 pandemic.
#BusinessInsights #MixedMethodology