Projects

Take a closer look at my research journeys.

After Call Work

How can we make after-call work less stressful for support agents? I interviewed agents and analyzed competitors to uncover their biggest challenges. The key insight: ACW isn’t always “after” the call. Agents juggle multiple tools and tasks under extreme time pressure. These findings shaped design directions to simplify and unify the experience.

Conversational AI Software Integration

I baselined the current user experience of a new Conversational AI platform that had to integrate into existing software. Using UX-lite scoring and expert PURE analysis, I uncovered key friction points: unclear language and crowded screens, unexpected system behaviors, and a lack of user feedback throughout tasks. These insights set the foundation for improving clarity, efficiency, and overall usability in the integration.

Life doesn’t fit neatly into categories like “education” or “finance.” It flows: we graduate, start families, change jobs, and move homes.

We set out to understand how people actually navigate these turning points. Through in-depth conversations and concept testing, we uncovered what a truly supportive digital government could look like: guides citizens through life events with clarity, empathy, and ease.

Digital Citizen Study