UX Research for Unclaimed Property Tool

[This project is password protected] 

This case study covers a set of studies I ran for an innovation team at U.S. Bank . The team was new to research and the process itself, so I knew I had to gain buy-in and bring them along as we discovered and uncovered the pain points of our customers, and made sure changes were being made with the customer in mind. 

[This project is password protected] 

I wanted to lead an empathetic agile team, where they aren’t afraid to stop and ask the user for feedback, create personas, prioritize based on user research, and test assumptions at every turn. The ERP team was new to this process, so I took time at the start to get them involved in training, workshops, and research itself.

[This project is password protected] 

This case study covers a 6-month project I worked on with a payment innovation lab around contactless payments. For the study, I ran 3 client co-creations, a diary study with 20 participants, a design sprint, and 2 rounds of moderated testing. The real challenge was to effectively bring the team along in the process.

I worked with a window manufacturing company as a research and design consultant to better understand their digital tools through the perspective of their customers. My goal for this specific project was to usability test a tool for that was about to be published to their main website, as well as a “conceptual” tool that needed a more unique approach to test the usefulness of the tool to the preferred audiences. 

For this project, I lead the exploratory research and usability evaluation for the client's website redesign, which had lower engagement rates and poor SEO. The goal was to create an easy-to-use, compelling, and inspirational website that better served the core user needs. I designed the information architecture, tested the navigation, and designed wireframes in collaboration with the development, design, and content team.

I acted as the lead researcher on a UX project for a global Fortune 500 intranet for 50k+ employees. I created interview and survey scripts around user needs, ran interview sessions and global surveys, completed card sorting activities, and reviewed best practices for intranet features. I also defined the IA and foundational user experience in close collaboration with the content strategy and development team.