Connecting the dots between complex data and human experiences to build seamless service ecosystems.
I’m a UX Researcher & Service Designer with a background in Industrial Engineering.
While most designers start with the visuals, I start with the system. My background in manufacturing and process optimization (Six Sigma) taught me to look at the whole picture from the database to the interface to the human operator.
I specialize in Service Design and Mixed-Methods Research. Whether I’m architecting a referral ecosystem for Intuit, reducing emergency response times at LSU, or optimizing forklift interfaces for Crown Equipment, my goal is the same: to use data to remove friction.
I’m currently working across client engagements and open to full-time UX Research or Service Design roles.
I’m looking for a team that values rigorous data, systems thinking, and strategic impact. If you have a complex service challenge that needs solving, let’s connect.
Experience
- Research & Validation: Conducting usability testing, A/B testing, and behavioral analysis across client projects, translating findings into data-informed design recommendations that engineering and product teams can act on.
- Measurement Frameworks: Building CX feedback measurement frameworks and KPI scorecards at project handoff, so clients can monitor experience quality across the defined end-to-end funnel long after the engagement closes.
- Cross-Functional Delivery: Partnering with product managers, developers, and stakeholders to translate requirements into user flows, wireframes, and validated design solutions.
- Discovery Research: Leading discovery-phase research on the member onboarding pipeline using the double diamond framework, conducting stakeholder and new-member interviews to map the end-to-end journey and locate drop-off points in the conversion funnel.
- Research Operations: Building a tagged insight repository that supports pattern analysis across research rounds and makes findings reusable for researchers who join after me.
- Strategic Service Design: Architected the “ideal state” 7-stage customer journey map by analyzing real-time sales and support communications via B2B Salesforce CRM, Gong, and Amazon Connect. Identified that a lack of “trust signals” caused critical conversion drop-offs, which directly influenced the FY26 product roadmap.
- Mixed-Methods Research: Executed 30+ interviews and surveys (N=468), leveraging R and Python to correlate user trust with referral behavior. Validated that a “concierge” handoff model could increase acceptance rates to ~90%.
- Insight Activation: Translated findings into Value Bucket frameworks that sized each conversion gap, and presented prioritized recommendations to Product and Marketing leadership.
- Embedded Research: Taught an Introduction to Computational Design course at STEM Magnet Academy of Pointe Coupee, using the instructor role as a research methodology. Ran longitudinal usability studies with a 96-student cohort, with a dedicated grading TA and independent surveys to manage dual-role bias.
- Cross-Course Synthesis: Triangulated findings with parallel research from fellow analysts across three other courses to separate platform-level frictions from course-specific issues, informing BRBYTES’ move off a third-party LMS.
- Product Strategy: Led competitive analysis against Canvas, Google Classroom, and Replit for Education. Translated research into a prioritized MVP and partnered with Engineering on a multi-course admin dashboard built for catalog growth.
- Strategic Research: Executed a massive qualitative study (N=76) across 7 departments to diagnose adoption failures in the “Crown 360” service app. I utilized a “Value Bucket” framework to translate hundreds of raw complaints into a prioritized engineering roadmap.
- Hardware/Software Strategy: Collaborated with design leadership to set the future design strategy for in-vehicle forklift displays, defining new standards to balance information density with operator safety.
- Emergency Response UX: Redesigned the information architecture for the emergency reporting flow, achieving an 87% reduction in time-on-task (from ~106s down to ~14s).
- Compliance Optimization: Digitized record-keeping systems to remove navigation bottlenecks, ensuring faster access to safety certifications for university staff.
- Service Auditing: Conducted physical safety audits to map the “offline” user journey, ensuring digital safety protocols matched real-world laboratory conditions.
- Harish Industries (Junior Manager): Developed a service blueprint for the order-to-dispatch process, achieving a 20% reduction in delivery delays. Applied Six Sigma to optimize workflows for a 35-person team.
- Razen Motors & Shreyas Enterprises (Intern): Conducted value stream mapping and ethnographic studies to streamline B2B service delivery and product quality.
Research Portfolio
