Automated IT Usability Survey (ITUS)

I served as UX Research & Design Coach, Product Owner, and Service Owner to provide application product teams the Auto-ITUS, an automated tool that quickly and easily validates the usability of enterprise applications and resulting in an 87% increase in survey completions.

 

Battery Life Diagnostic Tool

As Lead UX Designer and Researcher, I orchestrated the development of a battery diagnostics tool for enterprise laptops, supporting engineers identify causes of battery degradation and optimize system builds; boosting device performance and extending business value.

 

UX Digital One-Stop-Shop

On the UX Digital One-Stop-Shop, I served as UX Designer / Developer, UX Research and Design Lead, Content Manager, UX Training and Development Lead, and Product Owner to deliver a cross-organizational UX digital presence that improved discoverability and integration of enterprise-wide UX practices.

 

UX Training and Development

As UX Learning and Development Program Owner, I built and launched a framework to grow internal UX talent at the enterprise level. The model integrated with DevOps and Agile coaching practices, strengthened UX culture, and tripled the number of available practitioners in just 18 months.

 

Support Insights

I led UX research for Support Insights, an initiative addressing pain points for employees and IT support agents. Insights shaped a new IT service platform and portal—securing funding, streamlining tools and workflows, and driving major gains in self-service success, satisfaction, and resolution speed.

 

Supplier Experiences

As Lead UX Researcher, I headed a large-scale supplier study to identify experience gaps and set usability baselines for a key enterprise portal. Guiding a 7-person team, we reached 400+ users. Insights shaped the Next-Gen strategy, improved navigation, self-service, data visibility, and alignment.

 

Human Resources Help

As Lead UX Researcher and Designer, I championed the redesign of the "Get HR Help" experience to simplify access to HR resources and reduce contact center strain. Partnering with HR and IT, we launched a unified entry point with an upgraded AI agent—cutting call volume 15% and virtual agent costs by 80%.