Over the last decade and a half I’ve seen and done quite a bit. See below for a rundown of the types of work I’ve done and a selection of case studies that demonstrate my process.
Product Experience
eCommerce Websites - both DIY and Commercial automotive aftermarket
eCommerce Mobile Apps - both DIY and Commercial automotive aftermarket
Store Systems - Employee-facing interfaces including store terminals and Point of Sale, as well as customer-facing self-checkout terminals
Field Tablet and Handheld Devices - Employee-facing interfaces for managing order fulfillment and for facilitating sales visits with customers
Internal Administrative Systems - Higher education tool for monitoring course credit
Methodological Expertise
Information Architecture- Content organization, visual hierarchy of information, sorting/filtering, catalog/menu navigation
Ethnography - Participant Observation among store sales associates to inform store systems
Focus Groups - control the amount of space between the sidebar and the page content.
Store Intercepts - in-person usability testing of customers’ digital experiences within physical store settings
In-Depth Interviews - Interviews and moderated usability studies to inform generative studies, persona creation, and guide more quantitative testing
In-Product Intercepts - leveraging Qualtrics and web/app data layer to gather product feedback based on behavioral triggers
Survey Design - Anything from detailed questionnaires to micro-surveys, distributed to via in-product intercept, email, and CRM database
Program Management
Vendor Management - Yearly research platform SoW negotiation, budgeting, and renewals
Budgeting - planning for yearly UXR team expenses including platform licenses
Annual UX Audits - Oversee the vendor’s heuristic evaluation and delivery of results to the broader digital team
Research Roadmapping - Forecasting and prioritization of strategic and tactical research projects to align with various product roadmaps and enterprise-wide initiatives
Select Case Studies
Additional case studies and references available upon request.