LLM Chatbot
Lead | 2024
Problem: An industrial agricultural manufacturer needed help reducing inquiries made to their support desk.
Approach: We ran generative user research with prospective end users, and a quantitative analysis of over 300,000 support tickets to understand major pain points and use cases for an automated solution.
Result: An interactive chatbot which leverages GPT. (still in development)
Value Stream Map
Lead | 2023
Problem: Value stream maps are complex artifacts that have been manually created for decades to understand supply chain flow. We helped our client design a tool that would digitize these maps and reduce the labor required to produce one.
Approach: A series of collaborative workshops with stakeholders and prospective end users.
Result: An interactive prototype with features specification for development
Supply Chain Digital Twins
Lead | 2023
Problem: Three franchises within clients company needed help providing visibility into their supply chain and relevant supply chain KPI’s.
Approach: Each digital twin was designed over a two month sprint, leveraging a set of reusable componentry and design systems we had established in previous projects. This improved the efficiency of how we designed each digital twin.
Result: A set of wireframes and features specifications to help illustrate product functionality. The design was further iterated upon through collaborative exercises with development as technical feasibility was evaluated.
Digital Twin Platform
Lead| 2023
Problem: Client needed help understanding and mitigating impacts of events on their Medical Technology supply chain.
Approach: We conducted a series of interviews with internal supply chain experts / users of the product. This research allowed us to identify information that would need to be surfaced within different levels of the product’s information architecture- specifically related to event impacts on raw materials and finished goods.
Result: An interactive prototype and design specification that was further iterated upon with development as technical feasibility was evaluated.
Modern Retail
Researcher | 2021-2022
Problem: Client approached our team with a need to understand the contexts in which their stores would be viable from a business perspective, and meaningful from a user perspective.
Approach: We deployed ethnographies and jobs-to-be-done research across multiple territories. Our goals were to understand how different stores within different context were performing and the needs of people that used them within those contexts.
Result: We proposed problem-centered design recommendations to improve the store’s, and insights into how and when new stores should be deployed.
Travel Insurance
Researcher and Designer | 2021
Problem: Client wasn’t sure about the value of travel insurance in a Post-Covid traveling world, and what a travel insurance solution from client might look like.
Approach: We interviewed travelers from across the United States remotely in order to understand traveling patterns, interest in and sentiment on travel insurance, and their definition of travel protection.
Result: We designed a set of travel insurance concepts, including a traditional and competitive travel insurance product that client could deploy.
Confirm
Designer | 2021
Problem: Client wanted to create an application that would enable institutions around the world to sell data that could be used to verify international transactions. This product was aimed at solving problems related to fraud and inertia in the payments processing experience due to missing customer information.
Approach: We designed this “data marketplace” through a series of collaborative workshops with project stakeholders.
Result: We produced a set of wireframes which eventually lead to high fidelity design and development of the product itself.
Check Match
Designer | 2020
Problem: Lockboxes systems are a time consuming and manual process used by financial institutions to process checks. The team at Chase’s Onyx division had a vision for a product that could make this laborious much more efficient through blockchain technology.
Approach: We worked closely with a project stakeholder to design an application that would enable users to monitor checks as they became validated, along with a set of KPI’s to show hours saved manually validating checks.
Result: We designed a set of wireframes and designs which were eventually used to create the final product.
Developer Ecosystem
Designer | 2020
Problem: Client needed a place where prospective developers could learn to start building on their financial platform.
Approach: We interviewed developers, specifically back-end developers and garage developers, to understand what information they would need in order to start building on their network.
Resulte composed a set of wireframes which we iterated on over a series of design workshops and progress reviews with internal stakeholders. The output was a fully designed developer ecosystem which has been implemented and is in use today,
Marketplace
Designer | 2020
Problem: Client division needed a marketplace that users could access to download financial applications, connect to various API’s, and learn about how the ecosystem worked. Otherwise, there would be no way for them to access applications.
Approach: We conducted a series of sprints to understand problems that the their team experienced, and to design a solution that met they and their prospective customers needs.
Result: We designed an app marketplace from wireframe to high-fidelity renderings, and it is used by financial institutions around the world today.
Marketing Site
Content Strategist | 2019
Problem: Client needed a new marketing site for their blockchain to assist with the sales and customer onboarding.
Approach: We deployed a content strategy methodology including interviews with Chase stakeholders, as well as proxies to different personas. We developed four personas for key Liink user roles and used those to develop a message architecture and identity for the site itself.
Result: We delivered a site, which has since been updated, but still includes content decisions made by my team.
Smart Thermostat
Design Strategist | 2019
Problem: Client wanted to make thermostat installation process easier on the homeowner.
Approach: We conducted ethnographies to understand what issues people experienced when installing a smart thermostat, and how added, subtracted, or modified components might help solve for those issues. Methods included 4 contextual inquiries with homeowners with high/low DIY skills.
Result: A smart thermostat designed to make installation easy.
Water Monitor
Design Strategist | 2019
Problem: An incumbent plumbing company had a desire to enter the smart home/IoT space with was a smart water monitoring system.
Approach: We conducted a competitive analysis and ethnographies to map the user experience and identify opportunities to improve on an existing design.
Result: The final output was a list of 13 prioritized recommendations for the digital and industrial product.
Garage Storage
Design Strategist | 2019
Problem: Client had need to understand how people organize things in their garage and what some opportunities might be to innovate in the space.
Approach: We conducted ethnographies with homeowners in the Toronto area.
Result: An innovative garage storage system that is on the market today.
Listed as inventor on patent
Medication Administration
Design Strategiest | 2019
Problem: Our client had a need to refine a medical product designed for medication administration. They had a patent, wireframes, and a prototype. What they did not have is confidence that the concept would fit into the highly-regulated environments it was made for.
Approach: We employed a competitive analysis, user interviews, and a Kano analysis to help design a product tailored to the medication administration process.
Result: A story and initial concept for a medical tool specifically designed for highly-regulated environments.
Listed as inventor on patent
Light Switch
Design Researcher | 2018
Problem: Our client had an interest in creating an innovative consumer light switch.
Approach: We applied ethnographies to understand what issues people experienced with lighting in their home, and how a smart switch could help solve them.
Result: The first light switch that could be connected to both Alexa and Google Home ecosystems.
Construction Estimator
Design Strategist | 2018
Problem: Our client was interested in understanding the experience of estimating construction projects and how software might be used to assist in the process.
Approach: We scheduled interviews with real construction workers based upon two segments. These two segments provided insights into the estimation process from both commercial and independent contractors, whom had very different needs.
Result: A prototype for a software platform called which was designed with every step of the estimation experience in mind.
Air Curtain
Design Strategist | 2018
Problem: Client approached us with a need to innovate in the Air Curtain space. A major ask of theirs was to understand what an "Architect-Friendly" air curtain is and how to design one within the constraints of their design and brand language.
Approach: We conducted 4 interviews with architects and 7 interviews with stakeholders within a two-week timeframe.
Result: A recommendations report based upon the findings. Finally, I worked with our industrial designers to help design the air curtain itself.
City Research
Researcher | 2018
Problem: Lakewood, Ohio wanted to improve the health of it's city by introducing a new pro-wellness system.
Approach: We interviewed owners of wellness-related businesses and services to understand their challenges and opinions related to working in Lakewood. Afterwards, we audited all territories in Lakewood based around their accessibility to health facilities, public transportation, and healthy food.
Result: A full research report identifying areas of strength and weakness in Lakewood.
Closet Lighting
Researcher | 2018
Problem: Kichler wanted to innovate in the bedroom closet space, particularly through closet lighting.
Approach: Ethnographic Research was the course of action, with a focus on how people use their closets, what pain points they experience, and how lighting plays a role in their lives and in their closets.
Result: What makes this study interesting is that the concept was ultimately invalidated, with many research participants showing how seemingly unusable areas of the closet are still used to meet other needs, for example, long term storage.
Mobile Environmental Health and Safety
Scrum Master & QA | 2015-2017
Problem: Scout and tracer are both incident reporting tools utilized by a variety of companies to help monitor and track environmental health and safety issues, as well as manage change for those issues.
Approach: Our team’s role was to help bring these desktop native products to Android and iOS devices. We accomplished this by applying agile methodologies to develop epics in a timely fashion with continuous QA to assure the product would keep working. My role as a scrum master involved managing scrum for two onshore and offshore teams.
Result: Both products are actively in use today.
Browser Independent
Scrum Master & QA | 2015-2017
Problem: A legacy environmental health & safety product needed to move to the cloud to assist factories at places like Nintendo and BASF with regulatory OSHA / EHS auditing.
Approach: We took a desktop product and made it Browser Independent. This would allow them to perform audits on any browser that they had access to, and eventually mobile devices as well. My role was as scrum master and QA where I performed white and black box testing, and was scrum master for two teams.
Result: ProActivity suite is available through Chrome, Safari, and Firefox and is actively used by companies around the world today.
Games Research
Researcher | 2013 - 2014
Problem: Tracking a community’s growth and sentiment is difficult. After graduating from the University of Arizona in 2012, I wanted to run a research report about my favorite game, Dota 2. This was not a paid project, or endorsed by Valve.
Approach: Created a 90+ point questionnaire and released it through Reddit and other popular Dota 2 channels. I released the questionnaire over two summers and compared the results as the community grew from 100,000 to over 1 million users, and synthesized the results into a report.
Result: Delivered to Valve at the Dota 2 International 2 & 3 in the format of two printed research journals, and provided the community with the results as well in the format of interactive PDF's.