Senior Consultant, Innovation Design & Research

Lead research and strategy initiatives exploring new products, services and customer experiences within a Fortune 100 financial services organization.

• Design and lead qualitative and mixed-method research to uncover customer needs, behaviors and emerging opportunities.
• Partner with product, business, design and engineering teams to translate research into product strategy and direction.
• Help teams move from ambiguous business challenges to clearly defined customer problems, opportunities and testable concepts.
• Facilitate workshops with cross-functional teams and senior stakeholders to establish shared understanding and align around strategic direction.
• Translate research findings into actionable frameworks, experience principles, concepts and recommendations.
• Use prototypes and experiments as research tools to evaluate assumptions before significant product investment.
• Connect customer needs with business objectives and the organization’s broader portfolio of products and services.
• Work across organizational boundaries and partner organizations to align stakeholders around shared outcomes.
• Serve as a bridge between technical and non-technical teams, translating complexity into clear decisions and next steps.

Product Strategy & UX Research Consultant — AMLOS

Led research, product strategy and experience design for Canon’s AMLOS collaborative camera platform, helping take an emerging technology from early concept through commercial launch.

• Led the human-centered product process across discovery, research, product definition, prototyping, validation and delivery.
• Designed and conducted qualitative research to understand how remote participants interact with physical spaces and distributed teams.
• Translated research findings into product requirements, interaction models and strategic recommendations.
• Partnered closely with engineering, product and business leadership to balance customer needs, technical constraints and commercial objectives.
• Helped a multidisciplinary team define the experience and use cases for a technology whose product category was still emerging.
• Served as the sole UX practitioner, operating across research, strategy, interaction design and product decision-making.
• Supported AMLOS’s launch at CES 2022 in partnership with HITRECORD, and its continued development and demonstration at CES.

Senior Design Researcher

Led research and strategic design initiatives spanning digital products, retail, customer support, insurance and new service development.

1.8 millioncustomers brought into the Asurion ecosystem by an outbound communications initiative I contributed to — roughly twice the team’s original year-end goal.

• Designed and facilitated multi-market co-creation research that informed the future design of uBreakiFix stores nationwide.
• Researched the interconnected needs of customers, franchise owners, front-desk employees and repair technicians to ensure new experiences worked across the entire service ecosystem.
• Planned and conducted interviews, contextual research, participatory design, co-creation, concept testing and evaluative research.
• Helped grow Asurion’s Research & Strategic Insights capability and connect research across teams and business units.
• Developed and introduced persona-based design principles to support more consistent customer-centered decision-making.
• Facilitated workshops and taught research and facilitation practices to designers and cross-functional teams.
• Led UX work on the redesign of an internal customer complaints platform focused on improving resolution and reducing customer complaints.
• Researched and redesigned elements of Verizon’s mobile insurance claim experience.
• Presented research findings, strategic recommendations and product direction to senior stakeholders.

UX Designer & Innovation Strategist

Worked with enterprise organizations and global brands to explore new products, services and customer experiences through research, strategy and rapid experimentation.

• Planned and facilitated design sprints and innovation workshops for clients including Deloitte and Verizon.
• Conducted customer research and translated findings into product and experience strategy.
• Helped teams turn broad business challenges into defined customer problems, concepts and testable hypotheses.
• Created prototypes to evaluate emerging ideas with customers and communicate product direction to stakeholders.
• Developed digital strategy for the Georgia Tourism Board.
• Designed digital products and experiences across web and mobile.
• Wrote production HTML, CSS and JavaScript, establishing a technical foundation that continues to inform how I work with engineering teams.