About me
I’m passionate about turning complicated, high-stakes information into simple and actionable experiences for consumer and business audiences.
Through user research, I help leading brands build exceptional digital products – and print, too!
Work Experience
User Research Consultant – current
- Freelance researcher supporting start-up and established companies with usability, surveys, research, and business strategy
- Conduct all functions of research including recruitment, methods selection, moderation, analysis, and reporting
- Ongoing clients: Upwork, Inc., and Evernote; others include Stanford Health Care, Siemens Health, Delta Dental of WA, and Brew Ventures.
Digital Service Expert, 2016
US Digital Services at Veterans Administration, Remote
- Generalist user experience position in lean start-up environment within US government
- Collaborate with other UX designers and researchers to define design requirements and prototypes
- Conducted background research to understand product requirements
- Analytics gathering to understand user needs and top tasks
- Conducted user research to refine IA, labels, and page flows
Sr. Usability Consultant, Health Information, 2011-2016
Permanente Medical Group, Oakland, CA
- Spearheaded usability consulting program to support 20 internal consultants creating in mobile, web, and print
- Led change management activities to promote culture of user-centered design
- Conducted variety of user research activities to evaluate products and define user needs
- Created prototype and iterated based on user testing
- Conducted design review of products to discover usability issues
Product Manager, Health Plan Content, 2007-2011
Kaiser Permanente, Pleasanton, CA
- In Agile development environment, led user story development as product owner for UI team for kaiserpermanente.org
- Developed roadmap of features for selected products
- Led development of microsites for specialized audiences, such as high deductible members
- Defined requirements and prototyped page concepts for new product pitches
- Used web analytics to inform product decisions
- Conducted card sorting, interviews, and usability testing
Research and Evaluation Skills
- Usability Testing
- Interviews and moderation
- Heuristic Assessment
- Survey Research
Development Skills
- Content Development
- Wireframing and Prototyping
- Agile and Lean UX Methods
- Project Management
People and Presenting
- Team collaboration
- Presenting to executives
- Facilitation of groups
- Negotiation
Professional Interests
- BJ Fogg’s Behavior Design
- Group facilitation
- Plain language
- Start-up ventures
Presentations for Staff Development
- Choosing the Right UX Research Methodology, 2013
- Infographics for Health Information, 2014
- Clear and Simple Communication Principles, 2015
- Using Behavior Design for Health Education, 2015
Volunteer
- Slide Rule UX Class – mentor of emerging designers transitioning to UX
- Technology implementation lead for Berkeley community organization
User Research helps
Build the Right Product
Early stage user needs research
Focus groups
Ethnographic study
Interviews
Build the Product Right
Concept testing
Usability testing
Card sorting
Heuristic review
Wireframing
My Research Methods
Selected Projects
Foundational Research
- Shoe fitting software – identified user needs, pain points, and aspirations for shoe fitting software focusing on new market segment. Deliverable included personas and shopping habits framework.
- Restaurant ordering website – ethnographic research of restaurant customers for in-store kiosk
- Persona development – Advance Health Care Directive
- Winemaking app – identify user needs, habits, and behaviors
Concept Testing
- Message testing for hospital anti-infection messaging
- Message development and testing for new mammogram screening letter and webpage
Evaluative Research
- Identity management software – usability research focused on technical audience
- Search functionality – usability testing
- Usability and comprehension testing of end-of-life wish booklet
Mobile
- Usability testing of home winemaking app
- Heuristic review of medication adherence application
- Medical claims mobile app design – identified user needs, prioritized functionality and designed and prototyped targeted user flow
- Location finder mobile app design – prototyped locating a public changing station for parents; user research to determine behavior and attitudes
Card Sorting and Information Architecture
- City of Berkeley website – content map for site redesign based on business needs
- Card sorting and interviews to define patient needs for surgery booklet
- Intranet – remote card sort for employee portal
Build the right product; build the product right.
I’m available for full or part-time projects. For example:
- Review your digital product for usability and plain language
- Formulate a user research plan for your product
- Conduct various kinds of user research, including usability, focus groups, interviews
- Develop a usability practice at your company