Improving the provider and patient experiences by humanizing the service delivery of informed oral care for better health outcomes.As the senior researcher in the Experiences Center of Excellence (ECoE) I'm tasked with elevating the experience research practice to help influence the Human-Centered Design (HCD) maturity within the product, engineering, and design teams. I partner with ECoE leadership, product, design, and technology teams to implement a variety of HCD methodologies. I specifically collaborate with CX Strategists, Product managers, and Designers across the enterprise to align research insights with product strategies, backlog, and "roadmaps". I mentor Junior researchers, Designers, Product managers, and others on HCD methodologies, UX outcomes and UX metrics.Contribution Highlight: Implemented hypothesis testing and experimentation to the formative and evaluative research practice, and summative testing to the product practice. Implemented Expert Reviews as a pragmatic HCD method and UX Index as a standard for defining the baseline metrics for end-to-end experiences. Proposed an Experience Quality Spectrum to use as reference for design improvements and alignment with OKRs and UX outcomes.Impact: Slight improvement in the HCD maturity of the organization. Slight improvement on the use of experience frameworks and metrics to measure the Provider and Patient experience and track business value from experience improvements.

Job title change due to new Job Families in the organization overallPartnered with Business, Product, and Technology teams to implement Lean UX practice to product design and development. Conducted UX research to gather insights for product teams and collaboration with UX designers and developers. Worked closely with product owners and engineers to align research with product backlog and delivery schedule (with a focus on improving customer onboarding, and product implementation and delivery processes).Contribution Highlight: Aligned with large impact strategic projects - new platforms for switching and franchise business.Impact: Design driven by research insights, better partnership with technology and product teams, and research insights used to define UX strategy within the product and delivery organizations.

Partnered with Business, Product, and Technology teams to implement Lean UX practice to product design and development. Worked closely with product owners and engineers to align research with product backlog and delivery schedule. In addition, partnered with Mastercard Foundation to design field research programs to support various initiative as part of their Technology innovation arm.Contribution Highlights: Led effort to define UX operating model within development organization. Drafted a field research roadmap to support the initiatives of several business units in Africa.Impact: Design driven by research insights and better partnership with technology and product teams.

Designed and conducted UX research studies at different phases of the product lifecycle for varying business units worldwide. As a business leader within an internal consultancy team, I partnered with Business, Product, and Technology teams to enhance the product strategy based on UX research insights and findings.Contribution Highlight: Led UX research initiatives that challenged market strategy for products and services in the retail/commercial banking, loyalty, biometric authentication/fraud prevention, and financial inclusion spaces. - Led research studies in the US and Brazil for Loyalty group to improve the booking travel platform experience for Affluent World Elite cardholder.- Led internal UX research efforts for Mastercard Biometric Card in US and Canada- Led the initial in-country field research with Accion for financial inclusion initiative in Bolivia. - Partnered with Mastercard Innovation Management team on a handful of innovation projects: explore/research the experience of family banking and education with banks in Canada and lead a 3-day innovation workshop on streamlining the mortgage process through mobile in Mexico. Impact: Influenced product strategy and design for Innovation, Loyalty, and Financial inclusion initiatives.

Designed and conducted UX research studies at different phases of the product lifecycle for varying business units worldwide. As a research leader within an internal consultancy team, partnered with Business, Product, and Technology teams to help define product features and strategy based on UX research insights and findings.Contribution Highlight: Led UX research initiatives that challenged business strategy for products and services in the card conversion, retail/commercial banking, bill pay, merchant, biometric authentication, fraud prevention, and financial inclusion spaces. - Led in-country field research with providers and payers in Mexico and India for Bill-payments group- Led internal UX research effort for Mastercard biometric authentication app SelfiePay.Impact: Acceptance of more complex UX research methods. Influenced market strategy for bill payments and product features and design direction for the fraud group.

Designed and facilitated usability studies (about 10-12/year) with system prototypes as part of waterfall development process for varying business units. Presented usability findings to product and technology partners and helped prioritized findings for the development/product backlog.Contribution Highlight: Introduced other UX research techniques (other than usability testing). Impact: Dev teams requesting UXR involvement earlier in the development lifecycle - improving the quality of shipped products.

Responsible for improving the usability of B2C and B2B websites: enterprise.com, Car Sales, and Rent-a-Truck. Worked closely with business owners, product owners, business analysts, and dev/architects to implement usability improvements within each release cycle. In addition, worked on designing an internal application to help car maintenance managers at the branches (globally) maintain optimal maintenance schedules for their fleet of cars - ensuring resale requirement criteria is met (increasing business value gain from fleet utilization)

Helped New Century Mortgage transition into their new Intranet the content used in the operations of mortgage processing. Conducted interview and various card sorting activities with different teams to propose Information Architecture and navigation paradigm for the new Intranet. Presented findings with rudimentary wireframes.Outcome: Provided ideas for translating desktop file-folder architecture into their new Intranet channel - making finding documents easier and with better interconnected relevance to intended outcomes. Proposed findings were used as a template to move transitional efforts forward.

As a graduate student, helped design, recruit, conduct, and analyze usability studies and heuristic evaluations that came to the Center for evaluation. Outcome: Learned to: align research questions to stimuli (and vice versa), translate observed behavior to research insights and design recommendations, conduct research studies (hypothesis definition, data analysis and interpretation), and write research reports/presentations. Assumed the Lead researcher role in a handful of usability studies.

As a paid Intern in a start-up to centralize business communications under one platform (email, text, fax, voicemail, documents, etc.), I conducted QA testing, heuristic/design reviews, and provided design, product, and development recommendations to improve the usability of product features and overall user-experience.Contribution Highlight: Proposed improvements to the user acceptance testing (UAT) process to include usability heuristic criteria in order to identify usability improvements prior to product launch.