Favorites
My favorite kind of research project is where the stakes are high, the problem is a little messy, and there isn’t a clear playbook. I love digging into the gray areas where customer needs and business goals aren’t yet aligned because that’s where research has the biggest impact. The most rewarding projects happen when the insights unlock a better customer experience while giving the business a sharper sense of direction.
Below are examples of some of favorite projects spanning my career.
Exploring the concept of non-monetary benefits
This Value Added Benefits survey required collaboration with the CTO, Product Strategy, and product on research to define a new concept of non-monetary benefits for customers.
Multi-location foundational research
Understanding multi-location operating and ordering models supported product and design across onboarding and purchasing teams by running foundational research on multi-location customers to inform design and product functionality that would supports this cohort in Allē for Business and improve the overall CX of customers who are growing their businesses.
Provider onboarding foundational research
Understanding the new provider onboarding experience established baseline satisfaction and effort feedback for new customers with the goal of informing design, product, and operational direction in the upcoming self-service onboarding model.
Pricing & purchasing foundational research
Unpacking providers’ pricing & purchasing experience provided insights from which product and design strategized the updated purchasing CX in Allē for Business, while fueling the Finance Strategy team’s experiments with the pricing model.
New provider onboarding survey
The New provider onboarding survey was a rolling research effort that regularly collected feedback from net-new customer to understand their experience getting started. Results informed design, product, and operational direction for the new self-service onboarding CX.
Validating the self-service onboarding CX
Usability testing the self-service onboarding experience was primarily intended to solidify the digital experience of getting started with Allergan Aesthetics. Foundational onboarding UXR and the recurring new provider onboarding survey was used to create the prototypes tested.
Democratization of UX Research
The SOP and templates created intended to scale the research function at AA-Tech by providing documentation for designers to conduct research without the full-time support of researchers. The goal was to make available a process that allows Design direct access to customer feedback while maintaining the rigorous research practices the UX Researcher team had established.
Amazon Pharmacy (AP) Beta
This beta served as a controlled launch to validate whether customers could seamlessly sign up, transfer, and manage prescriptions on Amazon while maintaining trust in safety, privacy, and affordability. It provided critical insights into bugs, usability, and service gaps, allowing the team to refine the CX before scaling to a national audience.
Multi-method research studying the purchase CX
Evaluating the Amazon Pharmacy (AP) purchase experience was conducted 2+ years post launch and supported multiple efforts tied to the AP 2.0 Vision. Triangulating business intelligence (BI) data, customer sentiment scores, and insights from testing new prototypes, this study aimed to better understand customers’ core needs as they related to a seamless pharmacy purchase experience.
Understanding the experience of signing up dependents
Usability testing the dependent sign-up CX intended to validated a net-new feature that would allow a guardian or caregiver sign up their dependent. The prototypes tested were informed by foundational customer interviews conducted with caregivers.
Testing multi-page landing pages
Prospective customers navigated a clickable prototype of the future multi-page landing page and were asked questions around their needs, impressions, understandings, and expectations. Learnings from this research informed design and messaging direction for all landing pages and various marketing materials (digital & physical). Feedback on language, usability, and overall perception of the brand was leveraged to strategize a path to increase conversion to Amazon Pharmacy.
Rx coupons within Amazon Pharmacy
The Rx coupon preference test evaluated two experiences of discovering, understanding, and applying a prescription coupon within AP. Findings solidify design direction and strategized the product roadmap for desired advanced features.
