Summary

Experienced mixed-methods UX Researcher with 7+ years of experience crafting end-to-end, inclusive, and impactful research studies. Passionate about leveraging customer-centric research and evidence-based design to create engaging, helpful, and meaningful products and experiences.

Experience

UX RESEARCHER, Google via BCS Resources | March 2024 – Present

• Lead research efforts, utilizing a mixture of research methodologies, for the Gemini team, focusing on the core interactions of Gemini users. Closely collaborate with designs, PMs, and engineering to discover pain points and needs, evaluate design, and test product launches.

SENIOR UX RESEARCHER, ZWIFT | OCTOBER 2021 – February 2024

• Led concurrent, end-to-end research projects, across various digital platforms and hardware products, leveraging a mixture of research methodologies including interviews, usability testing (moderated & unmoderated), diary studies, contextual inquiries, and surveys, to uncover insightful and impactful findings for designers, product managers, engineers, content creators, company strategists, and executive leaders.

  • Designed and conducted numerous studies focused on revamping and evolving the home screen UI, leading to customer-informed information architecture, improved navigation, and a new onboarding tutorial, all of which contributed to a 16% reduction in new members’ struggles understanding Zwift and a five-to-eight-fold increase in subscriptions by trialists.

  • Lead efforts to better understand member “churn” which lead to the development of new subscription options, an improved cancellation survey, and the groundwork for member-desired product features and an enhanced cancellation web experience, which reversed subscriber decline and contributed to a 10% year-over-year growth in subscriptions.

  • Undertook several studies to learn more about the experience and needs of visually impaired athletes using or hoping to use Zwift as a fitness and training platform which advocated for and provided a framework for the steps Zwift needs to take to make Zwift more accessible.

  • While the only UX Researcher, created and executed a monthly rolling research protocol to provide insight and direction for the many questions designers and product managers had regarding future designs and/or features. The protocol delivered valuable learnings while condensing research timelines.

  • Established a pre-and-post-survey program for four key events used by Marketing, Content, and Product teams to make yearly improvements to the design, communication, and execution of these events.

• Presented and championed research findings through presentations to diverse audiences and shared frequent company-wide messages to advocate research findings, promote data democratization, and encourage a data-driven, user-centered culture at Zwift.

• Headed the refresh and implementation of numerous customer surveys, including an improved biannual member survey, member onboarding survey, hardware post-purchase surveys, and the research-informed cancellation survey, used to better understand customer behavior and drive product strategy and feature prioritization.

• Managed and coordinated the implementation of several research operations systems and tools including research participant pools (Fuel Cycle and RallyUXR), participants incentives (Tremendous), survey standardization (Qualtrics), research project request and tracking systems (Jira), and research repository (Confluence).

• Collaborated with cross-functional partners on Content, CRM, Data, Marketing, Product, and Strategy teams points to execute research efforts and foster the growth of user research at Zwift.

SENIOR UX RESEARCHER / UX RESEARCHER, Blink | February 2018 – OCTOBER 2021

• Utilized a mixture of research methodologies, including usability testing, interviews, diary studies, contextual inquiries, journey mapping, and surveys, to lead projects and uncover insightful and impactful findings. Made recommendations informed by participant observations, data, and feedback.

• Scoped, designed, and executed both qualitative and quantitative research studies including, but not limited to, the development of research plans, screeners, session guides, reports, and other final deliverables, including video clips and other supporting artifacts. Facilitated conversations with clients and leveraged appropriate adaptability to ensure project success.

• Presented informed, engaging, clear, and impactful research findings and recommendations to all clients.

• Developed a research-backed “seller mindset” which several product teams at eBay used to drive strategy and validate design decisions for seller tools and initiatives.

• Provided key insights and recommendations through two beta-product studies to give Equinox Media the confidence to launch the SoulCycle At-Home Bike in spring 2020 and was a trusted and sought-after partner for other research needs.

• Uncovered and delivered foundational insights around members’ experiences with banking products for Gesa Credit Union; helping Gesa shift toward a user-centered design focus, based on customers’ needs and desires rather than their assumptions.

• Hired research intern, who is now a Sr. UX Researcher at Blink, and acted as their research manager, project director, and mentor as a part of the Summer 2021 Internship and Pro Bono Project program.

• Sought opportunities with new and existing clients to support their business goals and users’ needs.

• Founded the Blink Bike Club, as a part of Bike to Work Month, to promote the benefits of bicycling.

Technologist & Research Assistant, Blink | August 2013 – February 2018

• Assisted research and design studies by building large-scale physical prototypes, writing screeners and sessions guides, creating surveys and analyzing results, accompanying researchers in the field to capture data, moderating usability sessions, and creating video highlight clips in support of final deliverables.

• Helped launch the Blink Net Promoter program with the goal to measure, track, and ultimately improve client experience and client loyalty.

• Owned and maintained technology and scheduling needs for seven research and usability labs and equipped researchers with appropriate field-testing kits and provided support for remote projects.

• Enthusiastically supported staff with all technology needs at two locations through training and support documentation for company intranet and one-on-one and small-group technology training.

CLUBHOUSE ASSOCIATE, Rapha | October 2017 – November 2018

• Delivered the legendary Rapha experience by engaging, developing, and maintaining relationships with all Clubhouse visitors. Created a friendly and welcoming environment and inspired more people to ride their bike. Uncovered customers’ needs and presented appropriate solutions by providing expert Rapha product knowledge. Supported the Clubhouse team and worked together to create an inspiring, positive, and fun working environment.

Information Technology Coordinator, Design Resources inc. | March 2013 – August 2013

• Efficiently managed all technology requests through utilization of a helpdesk system. Created and managed content including training materials, announcements, and events for company intranet. Provided one-on-one and small-group technology training.

Communications & Connections Coordinator, Jacob’s Well Church | 2007 – 2013

• Responsible for the design, organization, promotion, and implementation of community education and fellowship experiences.

• Created communications content, including brochures, posters, and videos, and managed website and social media platforms to keep the community informed and connected.

Sales & Training Associate, Apple Retail Store | 2011 – 2013

• Equipped customers with the right product or solution to enrich their Apple experience. Led one-on-one training sessions and facilitated small-group workshops. Provided excellent customer service through technical support appointments and worked with the larger team to help the store run smoothly and efficiently.

Internship, KC Currents, KCUR (NPR) | 2009 – 2010

• Wrote and produced two feature stories and assisted with the day-to-day news and storytelling operations including generating and researching story ideas, editing interviews, writing scripts, producing billboards and promos, gathering tape and photographs in the field, and designing slideshows and other supplementary information for the website.

NOTABLE

UX MENTOR / PODCAST HOST, UX PURSUIT | FEBRUARY 2018 – Present

• Mentor those looking to get into UX, UX graduate students, and junior researchers through one-on-one mentoring, group conversations, and personal UX career-focused website and podcast.

• Created and host a podcast dedicated to sharing the unique stories and journeys of UX practitioners with the goal of providing insight, guidance, and advice to those pursuing a thriving career in UX.

• Supported a first-year graduate student with his UX goals, questions, and career aspirations through the GSA Junior Mentorship Program at UW HCDE (2020-2021).

Counter, Washington State Bicycle & Pedestrian Documentation Project | 2015 – 2020

• Annually count bicyclists and pedestrians at specific locations, providing data to help make King County more ‘bikeable.’

Web Admin, Girls Can Do | July 2014 – Dec 2017

• Provided Google Apps and technology support for non-profit who’s mission is to encourage young women to have big dreams and pursue them; to believe that anything is possible