I lead research across a broad portfolio of DoorDash's offerings, across first-party online ordering, merchant marketing, menu pricing, phone ordering, and more. I conduct research across audiences, aggregating insights from Merchants, Dashers, Consumers, and internal-tools users to drive product and strategy decisions.Earlier in my tenure, I also led our Research Ops function, managing a team of 4 and our team's strategy for streamlining participant recruiting, as well as our research repository, rolling research program, user panel, and research-democratization efforts.

I lead User Experience Research for DoorDash's Platform offerings, Drive and Storefront, understanding the needs and preferences of merchants, consumers, Dashers, and other stakeholders to continually improve and innovate on our products.

Supported growth and development of junior colleagues as a managerLed design and innovation projects across industries, managing cross-functional teams supporting leading organizations as they answer questions like:» What are the best first steps for OSF HealthCare to enable a visionary patient support experience?» How does Airbnb need to transform its Community Support practice to support their plans for a Transportation offering?» How can FedEx take a leading role in the e-commerce returns market?

Led design strategy development and application with cross-functional teams of designers, researchers, and strategists, answering questions like:» How can technology scale empathy and consistency in Airbnb’s customer service?» How do we transform a utilitarian experience for FedEx shippers and recipients into one of delight?» What role should a mobile app innovation team play in a global enterprise?Managed IA Collaborative Ventures’ Humanscale Manual Reissue, including e-commerce logistics, bulk sales, and marketing strategy.Managed the Research & Design Strategy team's summer internship program, including direct oversight and career management of two interns.Supported account strategy development and management, growing and maintaining client relationships with Airbnb, FedEx, McDonald's, and more

Led interdisciplinary teams and clients in design research and strategy development, answering questions like:» How should one of India’s most iconic brands enter the medical sphere?» How can FedEx grow market share with e-commerce microbusinesses by helping them grow and mature?Envisioned and launched IA Collaborative Ventures’ Humanscale Manual Kickstarter campaign, raising over $350,000 to reissue an iconic human-centered design artifact, and cultivating a community of 2000+ backers and customers.

Designed and executed design research efforts across industries, answering questions like:» How can Nike’s social impact team apply their resources and partnerships to foster active and healthy schools?» How can Medline design assistive devices that help Boomers age stylishly and gracefully?» What does it mean for Abbvie to look Beyond the Molecule in delivering value to patients and physicians?» What does a truly global shipping experience mean for the FedEx mobile app?

Adjunct faculty coach, supporting student teams in delivering innovation strategy work to client teams at leading organizations like Ring and Verizon.

Spread understanding of service design methods and applications globally through a quarterly column, exploring and critiquing the application of service design in an urban context.

Developed and delivered strategies and training to reframe the ways that leading organizations engage their customers to deliver compelling experiences, answering questions like:» How does AIG’s net-new Customer Experience function gain traction and trust in a skeptical environment?» How can VF adapt design management best practices to overcome their own greatest challenges in organizational structure and employee engagement?» How should the U.S. Department of Health and Human Services’ use Design Thinking to foster empathic and effective grantees?Scoped and managed client engagements as a primary point of contact.Constructed and applied tools and processes for managing Motiv’s business development pipeline

Led Summer of Design 2014, an experiential learning series for DC professionals, by managing a team of twelve volunteers over the five-month project timelineCo-managed Summer of Design 2013, with a focus on securing space, coordinating client organizations, and leading workshopsPlanned and facilitated workshops teaching design thinking methods and tools

Crafted frameworks and toolkits to advance the application of Customer Experience management and design in leading organizations, answering questions like:» What does it mean for the William K. Kellogg Foundation to envision and deploy a grantee experience initiative?» How can Kaiser Permanente’s Patient Experience function codify and spread use of PX best practices like touchpoint mapping?Designed a framework and technique for Customer Experience design and managementSupported business development, crafting proposals to meet clients’ unique needs

Led product development of a toy category entirely new to Radio Flyer, from design research to prototyping

Ran and analyzed tests of material properties of metal parts and bar stockConducted forensic engineering tests as part of a liability suit

Designed parts, tests, and product management processes for Nanosatellite-4 and -5 competitions sponsored by the Air Force Research LaboratoryPresented satellite design and key test hypotheses at the American Institute of Aeronautics and Astronautics’ and Utah State University’s Conference on Small Satellites