• Led user research strategy across five product lines, applying mixed-method research—qualitative and quantitative—to inform product roadmaps, support prioritization, and drive data-backed decision-making across web, mobile (iOS & Android), and device experiences.
• Developed and operationalized a scalable 3-point UX evaluation framework that incorporated screeners, pre/post-release usability testing, and ongoing benchmarking for in-car and body camera experiences. These efforts led to a 37% increase in user adoption, a 28% decrease in training time, and a 21% improvement in CSAT scores within one quarter.
• Managed end-to-end discovery for an Inventory Management solution—conducted competitive analysis, task analysis, persona development, journey mapping (via FigJam), and stakeholder workshops. Synthesized findings into a concise product strategy that helped secure internal funding and plan for MVP delivery.
• Designed and conducted mixed-method research, including contextual inquiries, usability testing (SUS, Task Ease, SEQ), journey mapping, cognitive walkthroughs, usability tests, field visits, and design-thinking workshops and surveys. Applied the Jobs to Be Done framework to identify underlying user motivations, enabling user-focused product development.
• Applied behavioral principles (Hick’s Law, Jakob’s Law) while conducting both moderated and unmoderated usability exercises to inform interaction design, validate workflows, and shape decision-making.
• Established and scaled a UX research toolkit of reusable templates and documentation, which streamlined research operations, accelerated delivery cycles, and improved cross-functional alignment.
Mentored designers and PMs, contributed to hiring efforts, and helped foster a culture of continuous learning, peer review, and insight-driven product innovation.