At Instacart, I led foundational, generative, and evaluative research — using a broad range of qualitative and quantitative methods — across the Growth and Membership teams. I also had the opportunity to lead other researchers and vendor contractors on several generative (e.g., AI membership capabilities) and evaluative (e.g., Growth Systems, Family Accounts) projects.Highlights:- Led end-to-end research efforts for Family Accounts — a 0-to-1 Instacart Membership product — resulting in a 48% increase in basket size for collaborative orders and improvements to member retention among Family Account users.- Conducted mixed methods research to understand omni-channel grocery routines and habits, which informed overall company strategy for 2023 and 2024.- Led research for Auto Orders, which was supposed to ease the burden of remembering to purchase grocery staples and drive customer retention. Ultimately, this product failed to achieve product-market fit.

At AMEX’s Digital Workplace organization, I led UX research and strategy for employee-facing technologies related to productivity, learning and development, and mobility. I used a range of methods (e.g., Kano, participatory design, user interviews, surveys) to determine what products and features would improve the employee experience, and how to improve GTM processes and product adoption.Highlights:- Led research for Digital Workplace’s Digital Literacy initiative, which led to increases in workplace product adoption of up to 39%.- Developed a set of AMEX employee personas to replace previous employee segments, driving deeper understanding of customers.- Managed summer interns, and mentored other researchers and designers.

At Keap, I led research efforts in the Marketing organization (later in product), collaborating with product managers, product marketing managers, and designers. My primary goal was to improve the conversion of prospects (site visitors) to customers by deeply understanding the needs, pains, and mental models of small business owners and translating that to the design of our marketing. I did this using a range of qualitative (e.g., moderated usability, user interviews, 5-second tests) and quantitative methods (e.g., surveys, card sorting + tree testing, Kano, unmoderated usability).Highlights:- Build the UXR practice within the Keap's marketing organization.- Developed and implemented ongoing UX benchmarking practice for Keap.com. - Launched a new site design, with our creative team, which improved usability and engagement, and improved conversion rate by 15.5%.

At AMEX’s Digital Workplace organization, I led UX research efforts around employee facing products as well as the overall Digital Workplace strategy. I was responsible for researching GTM effectiveness for new products, determining blockers to adoption (e.g., awareness, usability issues, switching costs) and working with PMs, UX designers, and internal comms and marketing to iterate GTM plans for each new rollout wave.Highlights:- Introduced experience mapping and storyboarding to better drive project alignment on several large-scale, complex projects.- Developed and facilitated training to enable product teams to conduct their own UX research, scaling UXR capabilities in the Digital Workplace org.

During my time at Research Collective I worked on a range of projects across many, disparate domains (e.g., consumer electronics, EdTech, automotive technology, accessibility, medical devices and IFUs). I also helped build and modify — and learned how to operate — research labs to facilitate in-person research, and introduced and piloted eye-tracking capabilities.Highlight:- Led a complex, in-person luxury vehicle benchmarking project, overseeing a team of ten (10) UX researchers, research contractors, and interns. This project a included moderated, in-person usability testing component in a realistic context (i.e., the participants were driving the vehicles during the usability testing) combined with attitudinal data collection to produce a model of what comprises the feeling of “luxury” in an automobile.

- Studied the role perception plays in motor control, specifically, the impact of visual feedback delays on movement times and accuracy, and haptic perception within the context of robotic telesurgery.- Developed a statistical model to predict subjective experience based on duration and type of visual feedback delays.